Hello. I work for a managed service provider that uses AVG 9 with our customer base. We have an insurance agency customer that uses an application called The Agency Manager (TAM) from Applied Systems-- basically an ERP system for insurance agencies.
One feature that TAM allows is to drag files from e-mail/desktop/etc. to a customer's record within TAM. While files can always be dragged over, sometimes if they are larger than a few MB, when the user tries to open the file in TAM it doesn't work and TAM crashes. If we go back in to TAM and drag a smaller file over, everything then works properly when opening a file within TAM. Somehow, getting a smaller file at the top of the list of files makes everything OK-- including the file that caused the crash previously.
AVG suggested a few steps and we determined that Resident Shield is the issue. AVG then sent us these instructions:
To investigate this issue, we would like to request the debug logs of the Resident Shield component.
To provide these logs:
1. Download the AVG Service Utility from this location to your Desktop:http://www.avg.com/filedir/util/support ... 011_en.exe
2. Run the utility.
3. Follow the instructions displayed on the screen.
Unfortunately, these instructions are for AVG 10. We sent what we could for AVG 9 but the results were unusable by AVG. They then asked us to run "runner.avgdx". When I run the "runner.avgdx" program, I get an error message that says "Failed to collect the data - please try again" when I click on the "Diagnose and send results" button.
We've since replied to AVG asking for advice on this error but it is slow going so I figured I'd post the question here as well.
We figure Resident Shield is taking too long to scan the file as it is being dragged over and is leaving some sort of garbage that is causing TAM to crash.
Can anyone offer resolution suggestions?