AVG Free Edition, asking Grisoft *anything*

[Bob James]

Due to the inability of several client machines to retrieve the latest
virus signatures from Grisoft's free server, and recognizing that my
clients haven't paid for the full version, and are therefore entitled to
no support, I still went to bat for them, in an effort to at least
determine if the problem was a known one.

There is no dedicated AVG user forum that I could find, and there is
nothing on Grisoft's web site to indicate that there have been any
troubles at all; no FAQ that covers it, no network status reports. So I
tried to ask their technical people. My email to them is reproduced here:

I realize that your website states flatly that the FAQs are the
only support available for the Free edition users, but the question
I have is regarding several of my home-based clients who are running
your software, and have in the last week begun to see the auto-update
feature fail. I am unable to ascertain what the problem is, but I
suspect that your update server is refusing to answer their client
requests. Can you tell me if your update server is functioning
properly?

Also, as an aside, a user forum would be in your best
interests. Normally, such a forum is the first place I go to share
information on a product, but so far as I can tell, you don't have one.
If I cannot resolve this issue with you, I am going to be forced to go
back to my client-users, and inform them that a full-version purchase
will be required... and they probably will choose Symantec, frankly.

Do you have any suggestions? I'd still like to work with AVG.

Now, while I realize that this sounds like a bit of a veiled threat (help
me, or my users stop using your software), I was only stating the facts.
All I really wanted to know was if their update server was, in fact,
operational.

Grisoft's response:

Dear Sir/Madam,

Thank you for your email. While processing your technical query, we have
not been able to identify your license number in our database. Technical
support is provided to registered paid customers only. Be sure to
register your AVG Anti-Virus License Number prior to submitting your
request for support (register online at
http://www.grisoft.com/us/us_register.php). Be sure to include your
License Number in the body of your email or write us an email from your
registered email address. How to contact technical support
http://www.grisoft.com/us/us_ts_index.php

Please note that email technical support is not available for users of
AVG Free Edition: kindly refer to the Frequently Asked Questions section
on http://www.grisoft.com/faq/us_faqindex.php

Best regards,
AVG Technical support

I can't say I'm surprised; they *did* warn me. But this really highlights
the need for some kind of user forum. Does anyone know where there is one?
Or IF there is one?

 

[Geese_Hunter]

#Due to the inability of several client machines to retrieve the latest
#virus signatures from Grisoft's free server, and recognizing that my
#clients haven't paid for the full version, and are therefore entitled to
#no support, I still went to bat for them, in an effort to at least
#determine if the problem was a known one.
#
#There is no dedicated AVG user forum that I could find, and there is
#nothing on Grisoft's web site to indicate that there have been any
#troubles at all; no FAQ that covers it, no network status reports. So I
#tried to ask their technical people. My email to them is reproduced here:
#
#> I realize that your website states flatly that the FAQs are the
#> only support available for the Free edition users, but the question
#> I have is regarding several of my home-based clients who are running
#> your software, and have in the last week begun to see the auto-update
#> feature fail. I am unable to ascertain what the problem is, but I
#> suspect that your update server is refusing to answer their client
#> requests. Can you tell me if your update server is functioning
#> properly?
#
#> Also, as an aside, a user forum would be in your best
#> interests. Normally, such a forum is the first place I go to share
#> information on a product, but so far as I can tell, you don't have one.
#> If I cannot resolve this issue with you, I am going to be forced to go
#> back to my client-users, and inform them that a full-version purchase
#> will be required... and they probably will choose Symantec, frankly.
#
#> Do you have any suggestions? I'd still like to work with AVG.
#
#Now, while I realize that this sounds like a bit of a veiled threat (help
#me, or my users stop using your software), I was only stating the facts.
#All I really wanted to know was if their update server was, in fact,
#operational.
#
#Grisoft's response:
#> Dear Sir/Madam,
#>
#> Thank you for your email. While processing your technical query, we have
#> not been able to identify your license number in our database. Technical
#> support is provided to registered paid customers only. Be sure to
#> register your AVG Anti-Virus License Number prior to submitting your
#> request for support (register online at
#> http://www.grisoft.com/us/us_register.php). Be sure to include your
#> License Number in the body of your email or write us an email from your
#> registered email address. How to contact technical support
#> http://www.grisoft.com/us/us_ts_index.php
#>
#> Please note that email technical support is not available for users of
#> AVG Free Edition: kindly refer to the Frequently Asked Questions section
#> on http://www.grisoft.com/faq/us_faqindex.php
Have them copy this in their url.ini file undeer avg6
SERVER_NAME]
1=free.grisoft.cz
2=ftp.grisoft.com
3=www.grisoft.com

[SERVER_URL]
1=http://free.grisoft.cz/softw/60/fe
2=ftp.grisoft.com/pub/softw/60/fe/
3=http://www.grisoft.com/softw/60/fe/
Actual URL=3


they'll then have 3 options # 2 seems to be the best. but I recently
changed to Avast, & it found 3 virus's that AVG never did.

 

[Joseph Morlan]

I can't say I'm surprised; they *did* warn me. But this really highlights
the need for some kind of user forum. Does anyone know where there is one?
Or IF there is one?

There is. It is hosted by Gladiator:

http://forum.gladiator-antivirus.com/index.php?showforum=155

 

[brushes]

There is. It is hosted by Gladiator:

http://forum.gladiator-antivirus.com/index.php?showforum=155

I'm in a similar situation with over 115 clients relying on the freebie AVG.
This is not the first time that, with much virus activity, their update
mechanism has failed potentially leaving people open to risk. I am currently
evaluating Avast and will probably end up advising all my clients that free
AV solutions are best avoided. Owing to the total lack of communication from
Grisoft through this and other, past, failures though I will not be
recommending the purchase of AVG.

B

 

[BoB]

#Due to the inability of several client machines to retrieve the latest
#virus signatures from Grisoft's free server, and recognizing that my
#clients haven't paid for the full version, and are therefore entitled to
#no support, I still went to bat for them, in an effort to at least
#determine if the problem was a known one.
#
#There is no dedicated AVG user forum that I could find, and there is
#nothing on Grisoft's web site to indicate that there have been any
#troubles at all; no FAQ that covers it, no network status reports. So I
#tried to ask their technical people. My email to them is reproduced here:
#
#> I realize that your website states flatly that the FAQs are the
#> only support available for the Free edition users, but the question
#> I have is regarding several of my home-based clients who are running
#> your software, and have in the last week begun to see the auto-update
#> feature fail. I am unable to ascertain what the problem is, but I
#> suspect that your update server is refusing to answer their client
#> requests. Can you tell me if your update server is functioning
#> properly?
#
#> Also, as an aside, a user forum would be in your best
#> interests. Normally, such a forum is the first place I go to share
#> information on a product, but so far as I can tell, you don't have one.

A definite shortfall for AVG users.

#> If I cannot resolve this issue with you, I am going to be forced to go
#> back to my client-users, and inform them that a full-version purchase
#> will be required... and they probably will choose Symantec, frankly.
#
#> Do you have any suggestions? I'd still like to work with AVG.
#
#Now, while I realize that this sounds like a bit of a veiled threat (help
#me, or my users stop using your software), I was only stating the facts.
#All I really wanted to know was if their update server was, in fact,
#operational.
#
#Grisoft's response:
#> Dear Sir/Madam,
#>
#> Thank you for your email. While processing your technical query, we have
#> not been able to identify your license number in our database. Technical
#> support is provided to registered paid customers only. Be sure to
#> register your AVG Anti-Virus License Number prior to submitting your
#> request for support (register online at
#> http://www.grisoft.com/us/us_register.php). Be sure to include your
#> License Number in the body of your email or write us an email from your
#> registered email address. How to contact technical support
#> http://www.grisoft.com/us/us_ts_index.php

Pretty typical response from companies who want to 'sell' products.
But a 'canned' response doesn't encourage you to want to buy their
product, does it?

#> Please note that email technical support is not available for users of
#> AVG Free Edition: kindly refer to the Frequently Asked Questions section
#> on http://www.grisoft.com/faq/us_faqindex.php

I eventually got an update when their servers became less busy.

Have them copy this in their url.ini file undeer avg6
SERVER_NAME]
1=free.grisoft.cz
2=ftp.grisoft.com
3=www.grisoft.com

[SERVER_URL]
1=http://free.grisoft.cz/softw/60/fe
2=ftp.grisoft.com/pub/softw/60/fe/
3=http://www.grisoft.com/softw/60/fe/
Actual URL=3

they'll then have 3 options # 2 seems to be the best. but I recently
changed to Avast, & it found 3 virus's that AVG never did.

I think you will be quite happy with Avast. Over-all, a much superior
package.

BoB

 

[Gregg Cattanach]

I'm in a similar situation with over 115 clients relying on the freebie AVG.
This is not the first time that, with much virus activity, their update
mechanism has failed potentially leaving people open to risk. I am currently
evaluating Avast and will probably end up advising all my clients that free
AV solutions are best avoided. Owing to the total lack of communication from
Grisoft through this and other, past, failures though I will not be
recommending the purchase of AVG.

One more vote from me for Avast over AVG. In every way it is a better
product. I've used them both for extended periods of time, and Avast is a
real professional product, AVG just is amateur work, (IMO, of course).

Gregg C.

 

[Dale Simmons]

One more vote from me for Avast over AVG. In every way it is a better
product. I've used them both for extended periods of time, and Avast is a
real professional product, AVG just is amateur work, (IMO, of course).

Gregg C.

Although I agree about the quality of the avst! product, I cannot say
anything about AVG. I have never looked at it. I was thinking about it, but
too many negative messages turned me off from even attempting to try it.
I've been very happy with avast. Now if I could just get it to work or
figure out how to get it to work in conjunction with spam inpector, I'd be a
real happy camper.

 

[Tim Downie]

I'm in a similar situation with over 115 clients relying on the
freebie AVG. This is not the first time that, with much virus
activity, their update mechanism has failed potentially leaving
people open to risk. I am currently evaluating Avast and will
probably end up advising all my clients that free AV solutions are
best avoided. Owing to the total lack of communication from Grisoft
through this and other, past, failures though I will not be
recommending the purchase of AVG.

Forgive me but what does the lack of customer support for a *free* product
have to do with the support paying customers of AVG receive?

Tim