FAQ

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 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 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.

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:

• open this link in your Internet browser:
  ftp://ftp.grisoft.cz/incoming/
• if you are asked for a user name and password, please fill in:
  User name: Anonymous
  Password: your e-mail address
• find the files you wish to upload to the server, and drag and drop them into the browser window

Once you upload the files, you will not be able to access them or see them on the server. Please contact us by e-mail or using the contact form and inform us about the uploaded files. Mention the file name, in case you stored the uploaded files in a password-protected archive then provide us also with a password.

In case the upload is interrupted, it is not possible to resume it. In such case, please repeat these steps.

In case you need to store some files in an archive (e.g. to reduce their size for sending by e-mail), 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.

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

• WinZip (these steps are valid for version 11.1)
  
• 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 Shift key, and then right-click on the highlighted items.
• Select "WinZip" -> "Add to Zip file...".
  
• Tick the option "Encrypt added files" and click the button "Add", then fill in the password (e.g. "avg") and click OK.
  
• The WinZip window will open, and the archive will be automatically created in the same folder.
• WinRAR
• 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 Shift key, and then right-click on the highlighted items.
• Select "Add to archive..."
• Switch to tab "Advanced" and select "Set password...".
• Fill in the password and click OK twice.
• The file will be created in the same folder.
•  7zip (available for free at http://www.7zip.org)
• Download and install the 7zip application.
• 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 Shift key, and then right-click on the highlighted items.
• Select "7zip" -> "Add to archive...".
  
• Fill in the password and click OK.
  
• The file will be created in the same folder.

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.

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

• 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).

How to use the Copy & Paste method to enter the licence number:

• Open the e-mail containing your licence number
• Mark the License Number (this field will change color) by clicking in front of the first character hold and drag to the end of this number, then free the button
• Press and hold CTRL and then press key "C" (this is the copy)
• Open the installation form and place the cursor on the position where you would like to paste the copied information
• Press and hold CTRL and then press the key "V" (this is the paste)
• The information will be copied to the place you have placed the cursor

In case you wish to contact AVG Customer Services and there is an AVG program installed on your computer, please use menu Help -> Get Help Online to open the contact form. This way, most of the required information will be filled into the contact form automatically, including the license number, AVG and Windows version.

At the same time, using the Get Help Online option in your AVG will automatically provide us with all non-mandatory information, which will allow us to respond to your request in the shortest possible time.