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February 27, 2014 07:44 Re: AVG Wont Remove Some Tracking Cookies #240700
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TheDogMaster

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Join Date: 12.6.2013
Posts: 10
Debuging Info Uploaded..

Hi Michael,

I didn't quite understand the procedure to upload the debugging information but I think I figured it out. You sent me the AVG runner tool which through me off the track a little. Once I stopped the Debugging tool it automatically started the upload process so it appears I don't need the AVG Runner.

In any case there will be around 7 days worth of automatic scheduled scans in that capture. Hope your server doesn't choke on it :smile:

I also included a screen shot of the AVG Console showing some of the un removed tracking cookies on that workstation.

Let me know if I can provide any further diagnostic assistance to solve this problem.

Thanks
David (The Dog Master)
March 3, 2014 11:37 Re: AVG Wont Remove Some Tracking Cookies #240814
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Optic

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Hi TheDogMaster,

Apologies for not replying sooner. The diagnostic files haven't arrived to our support system for some reason. Would you mind digging them out of this folder on the machine the tool was run on:

Please add this directory to a zip file - C:\Windows\Temp\avgdiagex

- Put the file on our FTP Server - FAQ #2142

Sorry for the inconvenience.

Thanks,

Michael Allen

AVG Customer Services

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March 9, 2014 23:06 Re: AVG Wont Remove Some Tracking Cookies #241027
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TheDogMaster

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Upload Diagnostics..

Hi Michael,
For some reason I didn't receive a notification of your last forum post so I didn't realise you had replied.

I went looking for the folder you mentioned on the workstation but unfortunately it has been removed. We have a automatic process that runs the windows clean up utility periodically and it appears that this has deleted the files.

Don't tell me I have to start again from scratch :(

David
March 10, 2014 11:38 Re: AVG Wont Remove Some Tracking Cookies #241043
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Optic

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Hi TheDogMaster,

Don't tell me I have to start again from scratch :(

We may have to unfortunately, but hopefully not. See if the below explanation matches what is happening on your network. I haven't been able to recreate the issue shown in the screenshot that started this thread off initially, so not sure if this explanation is helpful:

I spent some time testing this today and tracking cookies were always removed or healed, but there were always still cookies left in 'Cookies' folder which made it appear like they had not been removed\healed properly.

Any cookies left in the 'Cookies' folder were either not tracking cookies or were healed tracking cookies where the orginal file had been moved to the vault. eg. user@ad.yieldmanager[1].txt was healed in the 'Cookies' folder and the original cookie moved to the vault. (Open any tracking cookie left in the 'Cookies' folder in notepad and it should be empty so is harmless.)

So hopefully this is what is happening for you as well. If this is the case then there is nothing to worry about, the tracking cookies have been healed. Will be able to confirm this if you can upload the latest scan result > contents of 'Cookies' folder - FAQ #2142

If you are running a version of AVG prior to AVG 2013, there is an option for the Resident Shield to remove tracking cookies, this can be enabled so cookies are never saved to start off with, but this can be intrusive as there will be a Resident Shield alert each time a web page is visited (The alert can be disabled in Admin settings.)

Let us know when the Cookie folder\scan result has been uploaded and we can confirm whether there are any tracking cookies that haven't been healed.

Thanks,

Michael Allen

AVG Customer Services

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March 11, 2014 02:48 Re: AVG Wont Remove Some Tracking Cookies #241074
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TheDogMaster

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Hi Michael,
I got rid of any left over tracking cookies manually yesterday as part of our regular monthly maintenance cycle. So there aren't any cookies to check on at the moment.

I'll start the debug operation on the same workstation again and upload the details once some unremoved cookies are detected.

Thanks for following up on this.

FYI
We are using AVG 2013 and the problems show up as Unhealed Medium Severity Detections. If I go to "Show Infected Scan Results" for the problem workstation there will be a mixture of successfully removed and unremoved cookies. (ticks and crosses)
If I select the problem items I can successfully remove them manually 9 times out of 10. The tenth time the removal reports as failed but I think the cookie is actually removed anyway.
I'm pretty sure this was going on when we were using AVG 2012 as well.
David
March 14, 2014 02:29 Re: AVG Wont Remove Some Tracking Cookies #241171
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TheDogMaster

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Left Over Cookies..

I haven't seen any new unremoved tracking cookies on the workstation with the debug tool running however there are some on another workstation.

I went and found the actual files and they are not empty.

One contained the following text.
eyeblaster
FLV=10.185&RES=4
bs.serving-sys.com/
2147484672
1007391488
30377397
3656774800
30359325
*

And the other contained

X1ID
BI-00000003316407417
ru4.com/
2147484672
4092049920
30469730
2250302096
30359324
*
O179638
0@0@0@131072
ru4.com/
2147484672
4112049920
30469730
2274052096
30359324
*

Not sure if this adds any value.
I'll post again when the something useful happens on the debug workstation.

David
March 14, 2014 16:24 Re: AVG Wont Remove Some Tracking Cookies #241186
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Optic

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Hi TheDogMaster,

Yes, that does add some value. It would be good if we can induce the problem here to save having to rely on getting the logs.

- Have you noticed whether the problem happens when a particular web browser is used? Or if the problem only affects certain operating systems?

- Have you noticed whether it always cookies are always bs-serving, ru4.com or does it not matter?

- Do you still have the cookies mentioned in the last post. If so, can you attach them for analysis?

Thanks,

Michael Allen

AVG Customer Services

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March 24, 2014 00:49 Re: AVG Wont Remove Some Tracking Cookies #241498
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TheDogMaster

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Update..

I finally got back to this problem.
When I check the Non-Compliant Stations there are three machines with unremoved cookies.
The first machine with the debugger still running. This is Windows 7.
Has 7 unremoved cookies listed. When I go searching that machine for the actual files 6 of them are actually removed. The seventh is attached 1S3K2JKX.txt. This cookie was located under a Microsoft folder so I assume the user was running IE.

The second machine is XP.
It has two unremoved cookies, 85SO51FY.txt and CQH73H1A.txt

The third machine is also XP.
It is currently off so I can't check it at the moment.

I'll stop the debugger later on today and upload the results.

Thanks David
March 24, 2014 07:38 Re: AVG Wont Remove Some Tracking Cookies #241502
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TheDogMaster

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Upload Debug Output..

I have stopped the debugger that has been running on one of the workstations.
It successfully automatically uploaded the output.
I have also downloaded and run the AVG_Uploader_Pro_en.exe
I have run this but it is just sitting there with the progress bar at 0 and no apparent network traffic.

I hope you get the file via the automatic upload.

David
March 24, 2014 15:35 Re: AVG Wont Remove Some Tracking Cookies #241527
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Optic

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Hi TheDogMaster,

We have the logs thank you. I haven't had time to look at this today, but will take a look ASAP.

*Edit:

Logs have been passed to our development team, will let you know when there is some news.
kw AV-3722

Thanks,

Michael Allen

AVG Customer Services

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