Folder AVG Forums » Other AVG products » Family Safety » Unable To Access Family Safety On 1 Of 2 Computers - Invalid Username/Password.
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October 16, 2012 19:33 Unable To Access Family Safety On 1 Of 2 Computers - Invalid Username/Password. #218625
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martb58

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Join Date: 16.10.2012
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I have had Family Safety for a year now, but the renewal process did not work. :crying: Eventually I had to buy a new 3PC licence. :crying: The product was installed on computer 1 and worked, I set up the profiles and controls just fine. I then installed it on computer 2, this picked up the profiles and all was well. :smile: A day or two later I ran AVG PC Tune Up on computer 1. Since then I can not access Family safety from computer 1, I get an "Invalid Username/password" message and I am 100% certain that the username and password I am typing in is correct. If I try to access my Family Safety preferences from the "My Account" area on the AVG web site I get the same message. If I go to computer 2 AVG family Safety is working just fine. Both competers are running Windows 7, both have AVG Internet Security 2013. PC Tune up is only on Computer 1. I have uninstalled and removed AVG Family safety from computer 1 and reinstalled it using the download file from computer 2 (just in case) but it still does not work. :confused: Please can someone give me some expert guidance on how to resolve this extremely frustrating situation. Thanks.
October 24, 2012 08:23 Re: Unable To Access Family Safety On 1 Of 2 Computers - Invalid Username/Password. #219135
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Pokornyz

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Hello martb58,

In order to analyze your issue please provide us with more information (screenshot, MSInfo output, etc).

Thank you



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October 26, 2012 19:28 Re: Unable To Access Family Safety On 1 Of 2 Computers - Invalid Username/Password. #219322
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martb58

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Further Info...

I have run msinfo - file attached. I can not create a screen shot of the username/password issue as I have uninstalled Family Safety because of the issues, and the time being taken to try to resolve my original issue of not auto-renewing! It was uninstalled using the Windows 7 control panel/windows and features option. I have tried to download Family Safety from My AVG Account area again, a dialog box comes up and tells me that it is already installed! I have read on other threads in this forum that there is a way of COMPLETELY removing Family Safety - what is it please? Maybe if it is completly removed I would be able to reinstall it again with success.
October 28, 2012 21:32 Re: Unable To Access Family Safety On 1 Of 2 Computers - Invalid Username/Password. #219427
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Habermann

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Join Date: 4.8.2012
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Hi TechBuddy :smile:

I´m having the same problem, but I have just one PC. I can not access the Family Safety Program at my PC, but I can access my AVG Account. Attached you will find the msinfo and screen.

Thank you very much

Eduardo
November 14, 2012 08:07 Re: Unable To Access Family Safety On 1 Of 2 Computers - Invalid Username/Password. #220320
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Pokornyz

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Hello all,

You cannot access your accounts because your AVG Family Safety is expired. Please contact our Sales department for help.

Thank you



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December 4, 2012 17:14 Re: Unable To Access Family Safety On 1 Of 2 Computers - Invalid Username/Password. #221275
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martb58

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Re: AVG Family Safety Not Working...

I have an issue that I have been trying to get resolved since October. :crying: I have asked how to remove Family Safety from my PC but no response. :crying: I have sent the required files (three weeks ago) and still no response :disappointed: Please can you send me an email with the instructions on how to remove EVERYTHING to do with Family Safety. I have uninstalled it using program manager in windows, but trying to reinstall from AVG website it says the previous version needs to be removed! :confused:

I used to like AVG products :smile: But I am rapidly going off them! :baringteeth:
December 5, 2012 09:42 Re: Unable To Access Family Safety On 1 Of 2 Computers - Invalid Username/Password. #221298
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_malchys_

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Hi Martin,

Please accept our apologies for the delays. I've sent you instructions how to remove AVG Family Safety in an e-mail (AVG#0006555740).

Let me know the status after following mentioned steps.

Thanks.



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March 17, 2013 13:58 Re: Unable To Access Family Safety On 1 Of 2 Computers - Invalid Username/Password. #226165
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swellmel

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I am having a similar problem. After using Bsecure Cloud Care for some time, I changed to AVG Family Safety. I am able to sign into my account at AVG.com but when I try to sign into AVG Family Safety on my pc I get a message, "invalid username and password." I talked with someone at AVG Technical support and was told it was a known issue and is due to Besure not syncing their database or something. I was told the problem would be resolved in a week or two. It has now been about three weeks. I thought I would try uninstalling the program and starting over but it won't even take my password in the uninstall process. Right now I am ready to give up on AVG and purchase another software.
March 17, 2013 14:12 Re: Unable To Access Family Safety On 1 Of 2 Computers - Invalid Username/Password. #226167
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BIG AL 43

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@ swellmel

OK, Just to keep you fully in the picture regarding AVG Team forum support.. For your further guidance/info please refer to the availability Announcement post @ the top of the Information forum area. Please bear in mind that it's also now the weekend [3:12pm Sunday afternoon] in Brno, Czech Rep..


AVG Forums Volunteer ModeratorAVG Forum member since - Nov. 27, 2004My total posts on the Old AVG Free Forum - 27,063
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March 18, 2013 17:40 Re: Unable To Access Family Safety On 1 Of 2 Computers - Invalid Username/Password. #226221
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IT Guy - III

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VERY Frustrated..

Please don't tell us about support working hours - this problem has been going on now for over a week for me and absolutely no response from support.

There are a number of people having the same problem of not being able to log into their accounts. Just check the threads on this forum.

I called support almost a week ago and was promised an email telling me how to solve the problem. No email.

I am afraid of trying to uninstall the product as it requires an ID & Password to uninstall - and there are a number of entries on this forum talking about that problem as well.

I was NOT a BeSecure user and am having the same problem with login credentials - see mine and RonnieMayo's entry on 03-14.

I have always been a huge fan AVG - my confidence in their ability to support their products is not good


THE SILENCE ON THIS PROBLEM IS DEAFENING. Somebody - PLEASE say something (other than chiding us about support hours)
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