Troubleshooting CyberGhost Security Suite Error

Here’s what to do if you encounter the “CyberGhost is unable to communicate with the Intego antivirus service” error. This error can occur while setting up the CyberGhost Antivirus on Windows. 

Jump To:

• Uninstall and Reinstall the CyberGhost App
• Remove Conflicting Antivirus Files
• Rename and Delete Antivirus Folders That Won’t Delete

Uninstall and Reinstall the CyberGhost App

In some cases, simply uninstalling and reinstalling CyberGhost will fix the problem. Follow the steps below:

Step 1: Uninstall CyberGhost

1. Close CyberGhost if the app is currently open.

2. Press Windows + I to open Settings.

   

3. Select Apps from the left-hand menu.

   

4. Click Installed apps.

   

5. Scroll through the list or use the search bar to find CyberGhost.

   

6. Click the three dots next to CyberGhost VPN and select Uninstall

   

7. Click Uninstall again when prompted to confirm.

   

8. If Windows asks whether you want to allow CyberGhost to make changes to your device, click Yes.

9. Click Yes when prompted.

   

10. Wait for the uninstallation process to complete.

Step 2: Restart your PC

Once you’ve uninstalled CyberGhost, restart your computer to fully stop any CyberGhost processes or services that may still be running in the background.

Step 3: Reinstall CyberGhost

1. On your browser, go to the CyberGhost download page and click Download VPN for PC.

   

2. Navigate to your downloads folder and open the downloaded installer.

   

3. If Windows asks whether you want to allow the installer to make changes to your device, click Yes.

4. Click Accept on the Terms and Conditions.

   

5. Confirm your privacy preferences.

   

6. Once the installation is complete, open CyberGhost VPN and sign in to your account.

   

7. Try setting up the antivirus again and confirm whether the error is resolved.

Remove Conflicting Antivirus Files

If reinstalling CyberGhost does not resolve the issue, leftover files from an antivirus program may be interfering with CyberGhost. Remove those files before trying CyberGhost again.

Important: Only delete folders associated with antivirus software that you have already uninstalled. Do not delete folders for antivirus software you still use.

Step 1: Start Windows in Safe Mode

Safe Mode starts Windows with only the essential drivers and services, which can make it easier to remove leftover antivirus files.

1. Press Windows + I to open Settings.

   

2. Select System and click Recovery.

   

3. Under Recovery options, find Advanced startup and click Restart now.

   

4. When Windows restarts and displays the Choose an option screen, select Troubleshoot.

   

5. Select Advanced options.

   

6. Select Startup Settings.

   

7. Click Restart.

   

8. After your PC restarts, you will see a list of startup options. Press 4 or F4 to select Enable Safe Mode.

   

9. Sign in to Windows when prompted.

Step 2: Configure Windows to Show Hidden Files and Folders

Some antivirus files may be stored in hidden folders, such as ProgramData, so you need to make hidden files visible before checking for them. Here’s how to do this:

1. Press the Windows key, type control and select Control Panel.

   

2. Click File Explorer Options.

   

3. Open the View tab.

   

4. Under Advanced settings, find Hidden files and folders.

   

5. Select Show hidden files, folders, and drives.

   

6. Click Apply.

   

7. Click OK.

   

Step 3: Check for Leftover Antivirus Folders

Open File Explorer and check each of the following locations.

Check C:\Program Files

1. Press Windows + E to open File Explorer.

   

2. Click the address bar at the top, type “C:\Program Files” and press Enter.

   

3. Look for a folder named after the antivirus causing the issue.

   

4. If you already uninstalled the antivirus and the folder still exists, right-click the folder and select Delete.

   

Check C:\ProgramData

1. Click the File Explorer address bar, type “C:\ProgramData” and press Enter.

   

2. Look for a folder named after the antivirus causing the issue.

   

3. If it exists and the antivirus is no longer installed, right-click it and select Delete.

   

Step 4: Check If the Error Is Resolved

1. Restart Windows normally to exit Safe Mode.
2. Open CyberGhost VPN, try setting up the antivirus again, and confirm whether the error is resolved.

Rename and Delete Antivirus Folders That Won’t Delete

If Windows prevents you from deleting a leftover antivirus folder, rename the folder first, restart Windows in Safe Mode, and then try deleting it again.

Important: Only follow these steps for folders that you have confirmed belong to antivirus software you have already uninstalled.

Step 1: Rename the Folder

1. Press Windows + E to open File Explorer.

   

2. Type the path to the location with the folder you were unable to delete, such as “C:\Program Files” or “C:\ProgramData.”

   

3. Right-click the folder and select Rename.

   

4. Give the folder a different name. For example, rename “Avira” to “Avira_old.”

   

5. Press Enter to save the new name. If Windows asks for administrator permission, click Continue.

   

6. Repeat these steps for any other leftover antivirus folders that you could not delete.

Step 2: Restart Windows in Safe Mode

1. Press Windows + I to open Settings.

   

2. Click System and select Recovery.

   

3. Under Recovery options, scroll to Advanced startup and click Restart now.

   

4. When the Choose an option screen appears, select Troubleshoot.

   

5. Click Advanced options.

   

6. Click Startup Settings.

   

7. Click Restart.

   

8. When the startup options appear, press 4 or F4 to select Enable Safe Mode.

   

9. Sign in to Windows.

Step 3: Delete the Renamed Folder

Once Windows starts in Safe Mode:

1. Press Windows + E to open File Explorer.

   

2. Return to the location of the folder you renamed.

   

3. Locate the renamed folder, such as Avira_old.

   

4. Right-click the folder and click Delete.

   

5. Click Yes or Continue if Windows asks you to confirm the action or provide administrator permission.

Repeat the process for any other antivirus folders you renamed.

Step 5: Confirm the Error Is Resolved

1. Restart Windows normally to exit Safe Mode.
2. Open CyberGhost VPN and check whether the error still appears.

If you’re successful, you should now be able to set up and use CyberGhost Antivirus for Windows. 

Need assistance? Contact our Customer Support team:

• via email at support@cyberghost.ro 
• via online request at https://support.cyberghostvpn.com/hc/en-us/requests/new 
• via 24/7 Live Chat by clicking the Support button below