Avast WEBforum

Consumer Products => Avast Cleanup => Topic started by: REDACTED on November 09, 2017, 06:19:37 PM

Title: my clean up dont work
Post by: REDACTED on November 09, 2017, 06:19:37 PM

Hi,

i have clean up premium but dont work now. anybady please hep me

Title: Re: my clean up dont work
Post by: seebach on November 09, 2017, 08:11:42 PM

I am having this issue as well.

After running smart scan and going to resolving performance issues there is no button or interface option to fix it as prior.

Title: Re: my clean up dont work
Post by: REDACTED on November 12, 2017, 05:33:29 PM

Have the same problem, when i want to start it stays in loading for 10  mins and then close by itself

Title: Re: my clean up dont work
Post by: Stellarman on November 13, 2017, 02:57:46 PM

Hi,

could you please share the log files so we can look at them to be able to identify the root cause of you 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: my clean up dont work
Post by: REDACTED on November 15, 2017, 05:17:59 PM

I'm having the same problem after an update to the program.  I'm running Version 17.8.2318 (build 17.8.3705.0).

Title: Re: my clean up dont work
Post by: seebach on November 20, 2017, 05:28:44 PM

This is the image I have.

(https://i.imgur.com/ifYCjPK.png)

There is no resolve button, and I have the liscence for 6 more months.

Title: Re: my clean up dont work
Post by: Stellarman on November 21, 2017, 01:46:31 PM

Hi,

You could update the AV to the latest version (17.8.2318) and there should be a new Cleanup included.
If you already have a Cleanup license you will get a completely new Cleanup application with a separate UI and a lot more options than it used to be in AV module.

If the update to the latest AV won't work, you could download the new Cleanup here: https://www.avast.com/download-software and install it manually. The Cleanup license you have entered in the AV will be automatically reused during the installation process.

Best regards!

Title: Re: my clean up dont work
Post by: seebach on November 26, 2017, 07:12:54 PM

So I updated to 17.8.2318 and it did nothing.

I got the cleanup and it did things, but when I run the scan all, it still brings back the above issues with no way to repair all.

I went into performance/cleanup tab and when I try to do it from there get this message:

(https://i.imgur.com/2dJ7Wed.png)

This is starting to become incredibly bothersome.

Title: Re: my clean up dont work
Post by: REDACTED on November 28, 2017, 12:41:00 PM

Same problem
I have the resolve button but nothing when i click on

Title: Re: my clean up dont work
Post by: Stellarman on November 28, 2017, 01:17:35 PM

Hi,

until we will find out where is the problem you can download the new Cleanup here: https://www.avast.com/download-software and install it manually. The Cleanup license you have entered in the AV will be automatically reused during the installation process.

Just note that the new Cleanup is a standalone app so it is not part of the AV UI anymore.

Best regards!

Title: Re: my clean up dont work
Post by: seebach on November 29, 2017, 05:07:45 PM

I understand and will give you time to fix this.

However, it needs to be pointed out that I have done a 100% "clean" with the new cleanup I've been pointed to download and when I check with the Avast Premier, I still get back that there are obsolete registry entries that are not cleaned up.

Just pointing this out.