AVG update cripples some Windows machines

Admin Sun Nov 16, 2008 3:50 am

Update: AVG's press statement regarding this issue after the jump – apparently it doesn't affect the English language version of Windows XP.

A recent update for AVG 7.5 and up (free and paid editions) is
causing havoc with some users, who are following the antivirus
program’s recommendation to delete a critical system file after being
wrongly identified as a Trojan. The file in question is “user32.dll”
and its absence will cause a system to either stop booting or go into
an endless reboot loop.

AVG says it has fixed the current user32.dll problem and apologized for the mishap on its forums.
It also offers help on correcting the problem for those who have
already deleted the file, suggesting they try rebooting in safe mode
and use the AVG Virus Vault to restore the missing file, or use the
Windows XP CD to repair this issue.

This is not the first embarrassing setback AVG has suffered this year. Back in July,
the company had to reconfigure its LinkScanner tool after various
websites complained about the loads of fake traffic and increased
bandwidth costs as a result of the tool’s proactive scanning for
malware.

AMSTERDAM, The Netherlands, November 11, 2008 – AVG is
actively working to remedy the problem some users are experiencing
related to the most recent update to commercial and free versions of
AVG 7.5 and AVG 8.0 in some languages. A number of users who installed
the update mistakenly received a warning that the Windows system file
user32.dll product version 5.1.2600.3099 was infected with a Trojan
virus and were prompted to delete a file essential to the operation of
Windows XP.

The problem only affects users of the Dutch, French, Italian, Portuguese, and Spanish language versions of Windows XP.

AVG is taking these steps to assist users in remedying the problem:

• Immediate release of a new update to correct the problem.

• Creation of a specific informational section on the AVG website that enables users to resolve the problem.

Affected users should follow the weblinks below for further information and to download the fix tool:

1. http://www.avg.com/support/HotTopics1574 FalsePositiveuser32.dll

2. http://www.avg.com/support/HotTopics1574 FalsePositiveuser32.dll – fix tool

Affected users unable to use their PCs should contact their AVG
reseller or ask a friend to download the information and fix tool for
them. After running the fix tool, users should run the AVG update
program to download and install the correct AVG update.

AVG sincerely regrets the inconvenience users have experienced. We
are working to remedy the problem and ensure that any other potential
vulnerabilities are identified and eliminated before they can impact
users.

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