AVG is a recognised anti-virus program click here and PCTools also provide a known anti-virus click here. Have a look at both of these to confirm it is these and not something pretending to be either. There are also some sites offering various PC Security software/help; I know little of these but some look very suspect.
For genuine software of this type to load an action must be taken. However if two anti-virus programs are running on the same PC it will cause conflict and problems.
What program is it that `keeps asking her to upgrade`?
Have she tried `Restoring` to a point prior to the problem occurring?