Please let us inform you that even the best security software cannot protect your computer from the infection in case the harmful code is abusing some bug of installed operating system.

The updating of operating system is enabled and set as automatic by default very often. It means that operating system is looking for new updates periodically. In case a new update is available, it is downloaded and installed by operating system automatically. You may change this settings according to your individual needs.

The following options are available:

• Automatic.
• Download updates for me, but let me choose when to install them.
• Notify me but don't automatically download or install them.
• Turn off Automatic Updates.

Note: Let us inform you that it is not recommended to deactivate the downloading of updates completely.

Please follow these steps to check for new updates of Microsoft Windows operating systems:

• Please click on the Start menu -> Windows Update
  (Alternatively, you can directly open Microsoft webpage www.windowsupdate.com to download and install updates)

Windows Vista can ask you whether you wish to allow various AVG-related actions such as installation, update, firewall configuration, etc. It is necessary to confirm these actions to ensure full AVG functionality. These UAC queries are usually connected to direct access to AVG configuration and program files, and are completely safe.

To view hidden files and folders please proceed as follows:

Using the copy&paste method to enter your AVG License Number into the program ensures that the number is correctly entered. You can view a detailed video tutorial guiding you through this process.

To enter the AVG License Number by using the copy&paste method:

1. Open the e-mail containing your license number.
2. Click the left mouse button at the beginning of the license number, hold and drag the mouse to the end of the number, and then release the button. The number should now be highlighted.
3. Press and hold CTRL,and then press C. This copies the number.
4. Point and click the position where you would like to paste the copied number.
5. Press and hold CTRL,and then press V. This pastes the number to the location you selected.

Yes, AVG is fully compatible with 64-bit operating systems.

AVG 9.0 and previous versions
AVG installed on 64-bit operating system uses the same files as 32-bit version of AVG. The installation on 64-bit operating systems is the same as for 32-bit systems (see FAQ 2180 for detailed instructions).

AVG 2011 and newer
Separate AVG installation files are available for 32-bit and 64-bit operating systems. However, the steps needed for the installation are identical for both system types. The installation instructions are available in FAQ 3250.

The way to check whether you are logged into Windows as a user with administrative rights differs for each version of Windows. Please select the tab with your operating system to display the correct instructions:

To check if you are logged into Windows XP as a user with administrative rights, please:

• open menu Start -> (Settings) -> Control Panel
• click "Switch to classic view" in the top left pane, if this option is available
• open User Accounts

There will be all user accounts listed on the page. Each account has some status (Computer administrator, Limited account, etc.). Before installing or reinstalling AVG, or prior to proceeding with any action that requires administrative access, please make sure that you are logged under an account with the status "Computer administrator".

If you are not sure under which account you work at the moment, please open the Start menu. The name of the account will be listed either in the title of the Start menu, or next to the "Log Off" option.

To check if you are logged into Windows 2000 as a user with administrative rights, please:

• open menu Start -> Settings -> Control Panel
• open Users and Passwords

There will be all user accounts listed on the page. Each account is assigned to some group (Administrators, Users, etc.). Before installing or reinstalling AVG, or prior to proceeding with any action that requires administrative access, please make sure that you are logged under an account from group "Administrators".

If you are not sure under which account you work at the moment, please open the Start menu. The name of the account will be listed next to the "Log Off" option.

To check if you are logged into Windows Vista as a user with administrative rights, please:

• open menu Start -> (Settings) -> Control Panel
• click "Classic view" in the left pane
• open User accounts
• click "Manage another account"
  

There will be all user accounts listed on the page. Each account has assigned some status (Administrator, Standard user, etc.). Before installing or reinstalling AVG, or prior to proceeding with any action that requires administrative access, please make sure that you are logged into Windows under an account with the status "Administrator".

If you are not sure under which account you work at the moment, please open the main User Accounts page. The current user is displayed in the right part of the page.

To check if you are logged into Windows 7 as a user with administrative rights, please:  

• open menu Start -> Control Panel
• open User accounts
• click "Manage another account"

There will be all user accounts listed on the page. Each account has assigned some status (Administrator, Standard user, etc.). Before installing or reinstalling AVG, or prior to proceeding with any action that requires administrative access, please make sure that you are logged into Windows under an account with the status "Administrator".

If you are not sure under which account you work at the moment, please open the main User Accounts page. The current user is displayed in the right part of the page.

If you are requested or need to upload some file to our FTP server (e.g. undetected virus sample, log files, etc.), you can do it the following way:

If you need to store some files in an archive (e.g. to reduce their size for sending by e-mail), please proceed as follows:

• Click the following link to download the AVG service utility to your computer (we recommend saving it to your Desktop).
• Double-click the utility to launch it.
• Specify which files or folders you would like to put into an archive.
• Click Create archive.

If you want to create an archive manually, please proceed as follows:

• Right-click on the file you wish to store in the archive. In case you need to add multiple files, you can left-click them while holding the Ctrl key, and then right-click on the highlighted items.
• Select "Send to" -> "Compressed (zipped) Folder"
• The archive will shortly appear in the same folder. Its name will be the same as the name of the first compressed file.

Note: This topic is also covered by a video tutorial.

The steps to create a password protected archive are different for each archiving software. Please use the instructions for the program you are using:

Please note that the password you type in when creating the archive will be required for its opening. Please do not forget to mention it in your e-mail.

In case you are using another compression software, or the steps above do not match your version of WinRAR, WinZip or 7zip, please refer to the help of your software on how to create the password-protected archive.

Note: This topic is also covered by a video tutorial.

1. In case there is an AVG program installed on your computer and you wish to contact AVG Customer Services, you can use the AVG Customer Services Contact Form . To open it, please use these steps:

   menu Help -> Get Help Online.

   This way, most of the required information will be filled into the AVG Customer Services Contact Form automatically, including the AVG License Number, version of the installed AVG program and version of the installed Windows operating system.

   Using the Get Help Online option in your AVG will automatically provide us with all non-mandatory information that will allow us to respond to the request in the shortest possible time. For more details on the Get Help Online menu, please see the screenshot below:

2. In case the AVG program is not installed on the computer, it is not possible to launch it or there is no Internet connection available on the computer, please contact AVG Technologies via AVG Customer Services Contact Form located on the AVG website. It is necessary to fill in the correct AVG License Number and other details.

Here you can find the information on how to create a screenshot (screen capture):

• Click this link to download the AVG service utility to your computer (we recommend saving it to your Desktop).
• Double-click the utility to launch it.
• Specify the number of seconds to wait until the screenshot is taken.
• Click Start.

If you want to create a screenshot manually, please proceed as follows:

• When the needed window is active, hit the PrintScreen key on your keyboard (usually located next to the F12 key). The screenshot is now stored in the clipboard.
• Open any image editor (e.g. MS Paint in Windows Accessories) or MS Word and insert the content of the clipboard into the document by using the CTRL+V shortcut or the Edit and the Paste options.
• Now save the new picture/document to your hard drive (the location is up to you, My Documents or Desktop is recommended for an easy access to the file).
• Then you can use the saved picture to further purposes (e.g. to send it to the Customer Services).

Windows Safe Mode is a way to boot up the Windows operating system in order to let you troubleshoot or run administrative and diagnostic tasks. When it is booted into Safe Mode the operating system only loads the minimum software that is required for the operating system to work. Only basic video drivers are loaded so your programs may look different than normal.

Operation:

• Restart your computer.
• Immediately after "Starting Windows..." information is displayed, press the F8 key on your keyboard.
• Select the Safe Mode option from the menu using the arrow keys.
• Then press Enter on your keyboard to boot into Safe Mode.