Error

Close

Information

Close

How to add the chat client to trusted in AVG Internet Security

The typical response of the operator console would be "Cannot connect to the ProvideSupport Chat Server". However, sometimes AVG Internet Security will allow the console to connect at startup and instead will cause short disconnects in chat, or delays in messages posting. If you are experiencing one of these problems, make sure to check out the instructions below.

The solution basically lays in adding the domain *.providesupport.com to your exceptions list, so that AVG does not scan and block it.

Please note, and we stress it in each set of instructions as well, that it is important to use the wildcard before the domain name. This would mean that you are allowing not only the main domain providesupport.com, but all subdomains under it, which is crucial to fixing this problem.

So first, check your version of AVG using Help >> About AVG menu item and then, choose the set of instructions for your version from the list below.

AVG Internet Security 13 and 14

  1. Launch AVG
  2. Follow Options >> Advanced Settings >> Exceptions, click Add Exception
  3. From the "Select exception type" drop-down  select "URL", type in *.providesupport.com (including  the asterisk)
  4. Make sure "Use this exception for Online Shield" box is selected and click OK.

AVG Internet Security 12

  1. Launch AVG
  2. From the top menu click Tools >> Advanced settings
  3. Select Online Shield >> Expert Settings from the pane on the left
  4. In the "Exclude host/IP/domain" text field enter *.providesupport.com (including the asterisk)
  5. Click Apply

AVG Internet Security 9

  1. Launch AVG
  2. From the top menu click Tools >> Advanced settings
  3. Select Online Shield >> Web protection from the pane on the left
  4. In the "Exclude host/IP/domain" text field enter *.providesupport.com (including the asterisk)
  5. Click Apply

Earlier versions of AVG Internet Security

  1. Launch AVG
  2. From the top menu click Tools >> Advanced settings
  3. Select Web Shield >> Web protection from the pane on the left
  4. In the "Exclude host/IP/domain" text field enter *.providesupport.com (including the asterisk)
  5. Click Apply

After taking the necessary steps, make sure to restart the operator console.