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ShowAll Questionssorted byRecent Activity Jennifer Huber My AVG antivirus software is quarantining various pdf files, flagging them for MalwareX-gen [Trj] or PhishingX-gen[Phish]. However, when I run an advanced AVG scan, it finds no viruses or malware. Are these false detections? Based on an older community forum thread, I reset my Chrome browser to default settings. But I don't know whether that did anything or how to sort out whether it's safe to recover the important quarantined files. I posted a ticket for customercare, but I haven't heard back. Meanwhile, I basically can't use my computer or transfer files in case they are corrupted by Malware. And I don't want it to quarantine more of them. I'm on a Macbook Air with Sonoma 14.6.1 using up-to-date Chrome. I can provide screenshots but it doesn't seem to be posting my questions with them. Jennifer Abdul Kader(Foundever) Hello Jennifer, If you are unsure about a file, you can scan it inVirus Total (https://www.virustotal.com/), or add the file toQuarantineand submit it toAVG Threat Labs. You can send files to AVG Threat Labs for further analysis. We recommend sending the following file types: You can send files to AVG Threat Labs for further analysis. We recommend sending the following file types: To submit a file to AVG Threat Labs: Refer the following article for detailed steps:https://support.avg.com/SupportArticleView?l=en&urlName=use-avg-antivirus-quarantine&q=quarantine&supportType=home () The file is submitted to AVG Threat Labs for further testing. In most cases, AVG Threat Labs will process the file without sending a response to you. Jennifer Huber Even though an AVG advanced scan finds no viruses or malware, AVG then quarantines pdf files when I create or click on them. For example, it just quarantined a pdf print of the email AVG customer care just sent me with the above instructions. Namely, AVG advanced scan says no threat.I click on an existing pdf file or create new pdf, then the file is quarantined for MalwareX-gen [Trj] or PhishingX-gen[Phish]. I think it's all pdfs, new and old. And they are identified and quartantined basically when I try to open them (not during the AVG scan). Jennifer Huber I don't understand. What is the point of having you analyze quarantined files for malware/false detections if you do not tell me the outcome? Isn't that fundamental to the value of your antivirus software? How am I supposed to know whether it's okay to recover the important files that have been quarantined? Delli Ganesh(Foundever) Thank you for reaching out, Jennifer. Jennifer Huber Is it possible to just speak with a customer care staff, without giving them access to my computer via Support-LogMeInRescue? I am uncomfortable giving remote access control. I want to understand why AVG is flagging trusted files and quarantining them. Instead of recovering a file from quarantine, I downloaded the trusted file from the original email when it was sent, but AVG quarantined the file this time. From speaking with the customer care team, I'm unclear whether AVG thinks the file is malware itself based on the filename or something, or whether AVG thinks the file is corrupted with malware. This is suddently happening with lots of trusted files ... Are these false detections, and if so what is causing them? I already reset Chrome to default settings. Do I need to uninstall and reinstall AVG? Krishna Jayathilak(Foundever) Thank you for writing us back. Jennifer Huber I requested a false positive analysis through my AVG smart scan portal yesterday, and I uploaded a file for analysis today during a chat with a customer care agent. I also followed their advice: uninstalling AVG Internet Security, re-installing it, and rebooting my computer. But it didn't take care of the problem. When I ran a deep scan after that, it still detects a threat from a pdf printout of a simple email. I also now have to deal with restoring from backups all the quarantined files that were deleted in the process. But first, I need to know whether these pdf files are actually a malware threat. It seems like a problem with AVG software. How long does it take AVG to analize a file given your current volume and staffing? Angie Broussard I'm having the same problem with AVG on a Dell laptop running Windows 11, using Gmail in a web browser. I often save an email as a pdf. Recently, it seems there are some emails that, when converted to pdf, cause AVG to quarantine the newly-created pdf version because "it was infected with PDF:PhishingX-gen [Phish]" Does anyone know anything about this error now? Delli Ganesh(Foundever) HelloJennifer. Delli Ganesh(Foundever) Hello Angie. Jennifer Huber I never heard back from AVG on their analysis of the files I submitted. I believe these are false detections. At the customer care suggestion, I uninstalled and re-installed AVG Security Internet, then rebooted my computer -- but that didn't resolve the issue. The product is unusable. Krishna Jayathilak(Foundever) HelloJennifer, Karen Altman I have been unable to print pdfs from my tax software - they are quarantined for a supposed Trojan horse malware. As mentioned above, when I run the scan, no malware or virus is found. I submitted the issue yesterday with no answer yet. So I telephoned Avast support and a technician logged onto my computer and was unable to remedy the situation. He copied some files and said he would send them up the chain for futher scrutiny, advising it would be a few days before I would hear back. In the meanwhile he said I would need to turn off the file shield in order to print. I am in the process of seeing if other programs are affected in a similar manner. I tried to print to a pdf from Excel and there was no issue. No problems with Word either. So it seems it's just with my ATX tax software. Veeramani Sivakumar(Sitel) Hello Karen, Thank you for contacting AVG Community Support. We are sorry for the inconvenience caused. We will certainly check and help you to resolve print issue. Karen Altman I spoke with my software provider since that was the only program affected by this problem. She advised that software like ATX is "environmental" (no idea what that means) and is sometimes prevented from working properly by a protection software such as Avast. Her guess was that a recent update to Avast is causing this issue. In the meanwhile I have been turning off the protections in Avast in order to print pdfs. I hope a solution is available soon. Veeramani Sivakumar(Sitel) Hello Karen, Thank you for writing back to us. Its look like you are using Avast program on your device. As we provide support here only for AVG product, kindly contact Avast support for further assistance. You can reach them using following link :https://support.avast.com Need an account? Sign Up Have an account? Sign In Facebook DismissShow
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Thank you for contacting AVG Community Support.
We understand that AVG application moves some pdf files to quarantine while running a scan and want to ensure your device protected.
We'll certainly check and help you out.
Quarantineis a safe place in AVG AntiVirus for storing potentially harmful files and completely isolating them from the rest of your operating system. Files in Quarantine cannot be accessed or run by any outside processes, software applications, or viruses.
Files are automatically moved to Quarantine in the following ways:
-If an AVG AntiVirus scan detects a suspicious file and you confirm that the detected file should be moved to Quarantine.
-If an active AVG AntiVirus shield detects a suspicious file.
Potential malware: files that AVG AntiVirus has not identified as malware, but you believe may be malicious.
False positive: files that AVG AntiVirus has identified as malware, but you believe may be clean.
Potential malware: files that AVG AntiVirus has not identified as malware, but you believe may be malicious.
False positive: files that AVG AntiVirus has identified as malware, but you believe may be clean.
-Hover your cursor over the relevant file(s) in Quarantine, then click…More options(three dots) and selectSend for analysis.
-Select eitherPotential malwareorFalse positiveand enter any additional information about the file into the text box, then clickSend.
If you do not require those files, you can delete files from Quarantine:
-Tick the box next to the relevant file(s) in Quarantine.
-ClickDeleteat the bottom of the Quarantine screen.
-ClickDeleteto confirm.
The file is removed from your device and marked as deleted in Quarantine.
If you have any queries, or want to share screenshot, you can post the screenshot here in your topic. Click on Answer & then click on the Image [mountain symbol] & follow the instructions.
Thank you and keep us updated.
We apologize for the inconvenience caused to you.
We certainly check and help you with the issue caused
We have sent an email to your email address offering additional help please check the email and revert us back for further help.
We understand that you are not comfortable with a remote support asistance and we respect your decision.
We see that you have downloaded these files from a trusted source and want to know why AVG quarentines the file and suspect that this might be a false positive detection.
In order to confirm this detection, we request you to submit these files to our concern threat experts and they will analyze it and will get back to you via email.
Here is an article to submit the false positive request:https://www.avg.com/en-ww/report-false-positive#pc
Thank you and keep us updated.
Today, using one Gmail account, about 4 out of 6 email-to-pdf files went into Quarantine. Using another Gmail account, none of the pdf conversions were quarantined.
Thank you for contacting AVG Community Support.
We will certainly check and help you.
To proceed further, please create a separate AVG community post by clicking the link below and post your questions in your own post, so we will check with your AVG account and help you accordingly.
https://support.avg.com/support_ask
Thank you for your understanding.
Thank you for contacting AVG Community Support.
We will certainly check and help you.
To proceed further, please create a separate AVG community post by clicking the link below and post your questions in your own post, so we will check with your AVG account and help you accordingly.
https://support.avg.com/support_ask
Thank you for your understanding.
Thank you for writing us back.
We are sorry to know that you have never heard back from our team after submitting the false positive detection.
We apologize for the inconvenience and we have informed our concern team to reach you by email.
Our team will contact you at the earliest.
We respect your valuable time and request your patience.
Thank you.
To proceed further, please create a separate AVG community post by clicking the link below and post your questions in your own post, so we will check with your AVG account and locate the previous ticket in order to resolve the issue.
https://support.avg.com/support_ask
Thank you for your understanding.
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