Avast WEBforum

Consumer Products => Avast Cleanup => Topic started by: yeenkee on September 12, 2017, 04:18:50 AM

Title: New Avast cleanup not working
Post by: yeenkee on September 12, 2017, 04:18:50 AM
Recently, Avast Premier upgraded its Performance->cleanup but this cleanup no longer works.
After scanning or cleaning, it will freeze up at around the 15-20% mark.
Is the program now has bug that prevent the features to further cleanup junk on the system or the cleanup is actually a junk program?
Title: Re: New Avast cleanup not working
Post by: Eddy on September 12, 2017, 08:29:07 AM
avast has managed to screw CleanUp up.
Tell them to fix things >  https://support.avast.com
Title: Re: New Avast cleanup not working
Post by: MartinZ on September 12, 2017, 12:36:30 PM
Hi, sorry for the troubles, we are working on a fix. We aim to release the fix this week. Until then we don't recommend to update to version 17.6. On version 17.5 it works fine.
Title: Re: New Avast cleanup not working
Post by: tracey21 on September 14, 2017, 05:13:08 PM
I am having the same issue.   :-[
Title: Re: New Avast cleanup not working
Post by: c58piranha on September 14, 2017, 10:03:48 PM
I am having the same issue.
I called customer support and after handing over the control to my computer and the rep going through my registry he said it was not avast causing the problem and pointed out some files then proceeded to try to sell me support packages. when i declined because i already have a plan he sent me to his supervisor who pushed the plans to purchase even harder even going to the point of saying nobody had the technical background but them to fix the problem. And now i see someone from Avast here saying there is an issue that is being worked on. I am not thrilled with customer support in India right now !!!
Title: Re: New Avast cleanup not working
Post by: Eddy on September 15, 2017, 02:03:13 AM
As has been explained several times on this webboard, that is not avast what you called but a third party that only handles a small amount of things for avast.
If I where you I would file a complaint about them.
Title: Re: New Avast cleanup not working
Post by: NON on September 15, 2017, 10:41:46 AM
Having the same report in the Japanese forum, it would be best to notify us in this topic when the fix is released :)
Title: Re: New Avast cleanup not working
Post by: MartinZ on September 15, 2017, 03:31:03 PM
Sorry for the delay, we fixed the issue on internal builds and now we are testing it. It will be released next week.
Title: Re: New Avast cleanup not working
Post by: 30 on September 22, 2017, 06:18:51 PM
Cleanup still gets stuck in stage 1.  It's been something like a month since I installed the last update that caused cleanup to cease working.  Emailed customer service, got a reply.  Instructions on the reply failed to correct the problem. 

Avast, it's not wise business practice to have folks who paid you for a service that fails to work.  If this issue is not resolved quickly, I'll be left with no choice but to move to another provider, never to return the Avast.  Extraordinarily disappointed!
Title: Re: New Avast cleanup not working
Post by: jeduardorossetto on September 24, 2017, 02:12:31 PM
também acho , este cleanup  é muito ruim , não faz o que promete , compromete até o slogan da empresa "aguarde enquanto fazemos o que sabemos de melhor" ou seja nada !! micro congela não termina o processo nunca .
Title: Re: New Avast cleanup not working
Post by: Asyn on September 25, 2017, 05:16:25 AM
Please post English here, else use the forum section for your language.
-> https://forum.avast.com/index.php?board=21.0
Title: Re: New Avast cleanup not working
Post by: rhelt on September 25, 2017, 03:09:12 PM
is there an update for avast cleanup premium?  I'm currently in version 17.6.2310 (build 17.6.3625.0) and my cleanup still stalls.
Thanks
R
Title: Re: New Avast cleanup not working
Post by: juju63be on September 25, 2017, 11:13:03 PM
My Cleanup is doing the same thing and I have the same version. 
Title: Re: New Avast cleanup not working
Post by: Lupine Assassin on October 04, 2017, 09:07:52 PM
Since the latest Avast Premier upgrade, every time turn on my laptop I get an alert saying Avast Cleanup expired prompting me to renew, even though I paid for a license the same day I purchased a Premier license. Anyone got a fix?
Title: Re: New Avast cleanup not working
Post by: Eddy on October 05, 2017, 01:33:33 AM
Best 'fix' -> remove everything from avast and start using working software.
Stop wasting your money on a company that refuses to assign enough people to at least make the list with known bugs even a bit smaller.
Title: Re: New Avast cleanup not working
Post by: MartinZ on October 05, 2017, 03:01:03 PM
please check the Settings-Subscriptions, the license for cleanup should be there and you would need just to click Activate
Title: Re: New Avast cleanup not working
Post by: Lupine Assassin on October 05, 2017, 03:12:51 PM
Problem solved, for now. Someone in Support determined the activation code was faulty. He supplied a new code, and THIS time it worked. :)
Title: Re: New Avast cleanup not working
Post by: WhiteRabbit on October 23, 2017, 01:06:27 AM
I would love to see a solution to this problem, since I was dumb enough to actually pay for this s**t software.

(https://www.freeimage.us/image-097E_59ED23F0.jpg)
Title: Re: New Avast cleanup not working
Post by: ourartou on October 23, 2017, 03:30:57 PM
hi , i just install cleanup (bough for 2 years) but doesn't work , say's Opps there is a problem till you rebbot i'hve done twice and always the same , impossible to reach support or to conact them GRRRR do you know how i can do? thanks
Title: Re: New Avast cleanup not working
Post by: Asyn on October 24, 2017, 04:25:41 AM
Contact support: https://support.avast.com/contact
Title: Re: New Avast cleanup not working
Post by: Brian376 on October 27, 2017, 04:42:58 AM
GGGGGGRRRRRRRRR!
I have a paid for Clean Up licence.  The program runs.  I get a screen with a white circle,,,, doing circles, and that is it.
I just reloaded Avast Premium over the top of its self.  Same problem.
It just doesn't work at all.  I left it running for 3 hours.  Narda.
Come on Avast, you are better than this.  Get it fixed.
My PC, 2 mobiles and a tablet all run on Avast.
Title: Re: New Avast cleanup not working
Post by: Stellarman on October 27, 2017, 09:25:13 AM
GGGGGGRRRRRRRRR!
I have a paid for Clean Up licence.  The program runs.  I get a screen with a white circle,,,, doing circles, and that is it.
I just reloaded Avast Premium over the top of its self.  Same problem.
It just doesn't work at all.  I left it running for 3 hours.  Narda.
Come on Avast, you are better than this.  Get it fixed.
My PC, 2 mobiles and a tablet all run on Avast.

Already replied in different topic: https://forum.avast.com/index.php?topic=209830.0

Thanks.
Title: Re: New Avast cleanup not working
Post by: synergysouthbay on December 22, 2017, 02:50:31 PM
Hello, I am experiencing the same issue just like the others. My Avast Premium Cleanup is not working. It freezes the moment I select the Scan Now button. Is there a fix to this at this time?
Title: Re: New Avast cleanup not working
Post by: mhguda on December 27, 2017, 07:58:51 PM
Hello,
After paying for a license to have Avast Cleanup address the issues it found, and updating the program, when I start it up now, nothing happens, except for a white circle on a black field.
I filed a ticket with Avast Support, no reaction.
Refund request does not elicit anything either.
Title: Re: New Avast cleanup not working
Post by: rckstflbn on December 30, 2017, 03:35:11 PM

Same spinning circle problem.

Cleanup has never worked since trying out premium.   No response from support.
Title: Re: New Avast cleanup not working
Post by: Margita on December 31, 2017, 03:35:42 PM
Hi there I have had the same problem all the time.Avast Cleanup goes only to state 1 of 3 thus not functioning as I have paid for cant get any help from Avast what would you advice me to do! By Cleanup is valid untill 2018-01-03 but as I saif it has never worked out as paid for1
Title: Re: New Avast cleanup not working
Post by: Mnemonic on January 01, 2018, 01:42:22 PM
(https://preview.ibb.co/jqUHew/clean.jpg) (https://ibb.co/bWfOKw)

State of clean up now.

A couple of days ago I used it, it 'optimized' my computer.
I can't run Adobe acrobat. I think cleanup blacklisted it or something and since cleanup doesn't seem to work at all, I can't do anything about it.

Any way to fix this ?
Title: Re: New Avast cleanup not working
Post by: Stellarman on January 02, 2018, 09:51:22 AM
Hi,

could you please share the log files so we can look at them to be able to identify the root cause of your issue?

Log files are located in this folder: c:\ProgramData\AVAST Software\Tuneup\log\
And you can either upload them to a favourite file server of yours or you can use our public FTP server for the purpose: ftp.avast.com/ftp/incoming/ (login: anonymous).

Thank you!
Title: Re: New Avast cleanup not working
Post by: Mnemonic on January 03, 2018, 11:31:35 PM
Hi,

could you please share the log files so we can look at them to be able to identify the root cause of your issue?

Log files are located in this folder: c:\ProgramData\AVAST Software\Tuneup\log\
And you can either upload them to a favourite file server of yours or you can use our public FTP server for the purpose: ftp.avast.com/ftp/incoming/ (login: anonymous).

Thank you!

I uninstalled and re installed cleanup and the issue went away.
I'll upload log files if it happens again.
Title: Re: New Avast cleanup not working
Post by: Stellarman on January 04, 2018, 10:03:58 AM
Hi,

could you please share the log files so we can look at them to be able to identify the root cause of your issue?

Log files are located in this folder: c:\ProgramData\AVAST Software\Tuneup\log\
And you can either upload them to a favourite file server of yours or you can use our public FTP server for the purpose: ftp.avast.com/ftp/incoming/ (login: anonymous).

Thank you!

I uninstalled and re installed cleanup and the issue went away.
I'll upload log files if it happens again.

I am glad that it helped.
Thank you for the confirmation!
Have a nice day.
Title: Re: New Avast cleanup not working - Start & search disabled by AVAST cleanup
Post by: orenw on January 06, 2018, 09:05:43 PM
I did a "repair registry broken links" on the AVAST cleanup tool and had both the start and search disabled on my windows 10 .
it took me 5 days to figure it was the avast causing this problem .
I tried using several tools to try and repair the problem unsuccessfully .
lucky for me I made to undo the "500 repairs" avast did , I rebooted and I am back on track .
OMG - removed all this buggy program .
Pls be warned .
Saldu no easy way to report these bugs to avast via the icon in windows .
Title: Re: Avast cleanup not working
Post by: Farrel3 on June 06, 2020, 09:30:34 PM
I have also installed the Avast Premium Update as of 6/6/2020, and now the "Cleanup" no longer works.  I called the telephone # 855 745-3255 that was supplied, but it directed me to  www.Avast.com/support.  This was no help! I used the "cleanup" frequently, and would like to continue to use it, but I don't know where to find the support I need.  I don't think I should have to pay a third party to examine this issue since I've been a loyal Avast customer for several years.
Title: Re: Avast cleanup not working
Post by: Stellarman on June 09, 2020, 12:40:57 PM
I have also installed the Avast Premium Update as of 6/6/2020, and now the "Cleanup" no longer works.  I called the telephone # 855 745-3255 that was supplied, but it directed me to  www.Avast.com/support.  This was no help! I used the "cleanup" frequently, and would like to continue to use it, but I don't know where to find the support I need.  I don't think I should have to pay a third party to examine this issue since I've been a loyal Avast customer for several years.

Hello,

it is pretty hard to just guess what might went wrong when you installed the Avast Premium update so I would like to ask you to provide us with logs from your machine so we can analyze them to see what happened.
You can simply send them by executing our log collector utility from this path C:\Program Files (x86)\AVAST Software\Avast Cleanup\tulogcollector.exe and once the logs are collected they will be automatically send to our server.
Once it is done, please let me know which email address you have used there so we can join the logs with your report here.

Thank you.