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Avast Products => Avast Cleanup (former GrimeFighter) => Topic started by: daruis on November 12, 2017, 08:57:51 PM

Title: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: daruis on November 12, 2017, 08:57:51 PM
avast cleanup premium deleted every file in download folder,wedding pictures,birthday pictures,music and programs, with out an option to retrieve every lost file,these files seem now to be lost forever,angry beyond belief  >:( >:( :o :-\
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: J.Bryl on November 16, 2017, 08:33:23 PM
This only means that it's not deleting just the download history but the files itself.

There are also cases of files missing and deleted in desktop and other file directories.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: William382 on November 20, 2017, 02:32:48 PM
I too am quite angry as I have kept receiving messages and the other day and email to try avast premium clean for a 30 day trial and when I did and used it my PC lost or effected a number of applications and files and that is after using the UNDO button. It really has me fried most especially because this forum is the only way to contact avast regarding even there paid product apparently you subscribe to their paid live support. But when it is their product causing the problem why should I pay them the fix their ..now my problem. I should have known that any company thinking they have a safe solution to properly removing unnecessary registry files are just playing games with the public and of course avast is not alone in this. I have used their free and paid service for an extended period and most of it seem to function either will or adequately but this is enough for me to start looking for something more open to solving its program short comings. I should have created a system restore but foolishly assumed their undo did that either though window or through its own programming but it did not. I have cancelled the premium cleanup trial but still remain with the aftermath of its plunder.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: shaz59 on November 26, 2017, 10:27:53 PM
we are all angry over avast cleanup deleting our files but seems avast are not interested in helping us recover our files, angry beyond belief over this and will stick to kaspersky and crapcleaner from now on... shame I paid for this crap service.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Pondus on November 27, 2017, 11:26:52 AM
Quote
stick to kaspersky and crapcleaner from now on
https://blog.avast.com/welcome-piriform-to-avast

Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Stellarman on November 28, 2017, 01:23:54 PM
Hi,

we apologize for the situation our product caused to you.
This is definitely a flaw in the user experience and we are now working heavily on getting it fixed.

Since Cleanup is still missing a feature which would be able to restore deleted files we could recommend you to download Piriform Recuva software from here: https://www.piriform.com/recuva to restore your deleted files.

Best regards!
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Bryl2 on November 29, 2017, 04:12:54 PM
Hi,

we apologize for the situation our product caused to you.
This is definitely a flaw in the user experience and we are now working heavily on getting it fixed.

Since Cleanup is still missing a feature which would be able to restore deleted files we could recommend you to download Piriform Recuva software from here: https://www.piriform.com/recuva to restore your deleted files.

Best regards!

We've used recuva and other recovery software.
The files are showing but they're not recoverable since they're corrupted already.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: shaunie.g on December 21, 2017, 05:24:45 AM
Clean up deleted 7gb worth of music and pictures, and you are now telling us to run a recovery program where most of the data is unrecoverable and sift through hundreds of thousands of files that aren't named what we saved them as? Also called your customer service line, the rep was super unhelpful, she kept putting me on hold which was 10 minutes of silence and then she came back on the phone saying there was nothing they could do and that she double checked with her "senior technician". She kept telling me to go to the recover center except the downloaded files were considered "system junk" and they can't be recovered that way. Then she kept repeating things over and over after I told her that I'm good with computers, after the entire call all she gave me was a case number. I also tweeted you guys an you never responded to that either. Clearly you have a giant flaw in the new Avast Cleanup that has yet to be addressed properly, or in a timely manner, and is causing your customers a great deal of grief, myself included. A refund would be nice but ultimately I just want my data back.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Peeter3 on December 21, 2017, 05:03:09 PM
WTF!!! This is really really bad what you guys have created here.
This thread has been started in 12th november and you have done nothing to fix this error in your program!
You should not provide it until it`s fixed.
I also obviously trusted you and lost ca 4GB of my downloads. Now struggling with some recovery software.
Very very disappointing.

By the way your veryfying images are very messy, very hard to understand the letters.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: RisingSunset777 on December 21, 2017, 06:47:32 PM
This is totally unacceptable!! I lost so many files, personal and work related!! How am I going to explain this to my boss, its almost month end at Christmas time!!?  How will I be able to catch up all the work I have done?
I want an explanation why these files were deleted if the program clearly states JUNK files!!?
I already tried the recovery software - now I have to pay for it??? NO NO NO!!!
You better come up with a resolution real fast!!!!
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: CarlosVLC on December 23, 2017, 06:29:32 AM
450GB of personal stuff deleted here, by Cleanup Premium! WTF!!! Just deleted because 'Windows old system archives' and the root was C:/User/Download
Right now I cant use my PC to not overwrite clusters.

And this is not a way to draw attention, it's a message from a user who has been cheated and harmed by your product.

I will take legal action if I dont get from you a solution that allows me to recover those files.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Sea4 on December 24, 2017, 05:42:42 AM
Then what should we do with this condition? I also experienced the same incident and can not be restored by using recuva. :(
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Sea4 on December 24, 2017, 05:43:51 AM
I am in Indonesia and there is no support at all in this country.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Asyn on December 24, 2017, 06:39:26 AM
I am in Indonesia and there is no support at all in this country.
Contact support: https://support.avast.com/contact
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Gary244 on December 24, 2017, 02:40:20 PM
I too am very angry at this piece of software.    I have Avast Anti Virus so when I saw the ad for this Clean Up I thought I would keep everything from the same company.  I have lost 52GB (!!!) of programs, videos, documents, stuff in my compressed folder and now, judgeing by comments on this forum I can't get them back??  Dozens and dozens of files and they are gone forever??  But I guess Avast do not care.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on December 24, 2017, 04:03:06 PM
I too am very angry at this piece of software.    I have Avast Anti Virus so when I saw the ad for this Clean Up I thought I would keep everything from the same company.  I have lost 52GB (!!!) of programs, videos, documents, stuff in my compressed folder and now, judgeing by comments on this forum I can't get them back??  Dozens and dozens of files and they are gone forever??  But I guess Avast do not care.
You can also restore your last image backup created prior to doing the cleanup.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: efrat.shahaf on December 28, 2017, 12:16:12 AM
Me too. I've lost my work now. I could be fired. Please HELP. avast cleanup premium deleted every file in download folder.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on December 28, 2017, 12:20:17 AM
Me too. I've lost my work now. I could be fired. Please HELP. avast cleanup premium deleted every file in download folder.
It only deleted those files after you gave it the OK to do so.
I know that's no solution but, deletion of anything should only be done if you first weigh it's consequences.
Again, if you have a backup, restoration should be easy. If you don't have a backup, better start creating them to prevent future losses.
 
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: efrat.shahaf on December 28, 2017, 01:12:29 AM
It deleted the file I was working on. Once I saved it and closed the file it was deleted.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: efrat.shahaf on December 28, 2017, 01:22:51 AM
Is there a way to solve this problem? did someone succeed?
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Fcobef on December 28, 2017, 07:33:26 PM
I tried using Recuva, and every file recovered was corrupted. I've lost over 20gb of work. I can't describe how pissed I am right now!
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on December 28, 2017, 08:11:27 PM
I tried using Recuva, and every file recovered was corrupted. I've lost over 20gb of work. I can't describe how pissed I am right now!
You told Avast to remove the files in the Download folder and now you're mad because it did what you asked it to do ???

Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Fcobef on December 28, 2017, 08:25:21 PM
I tried using Recuva, and every file recovered was corrupted. I've lost over 20gb of work. I can't describe how pissed I am right now!
You told Avast to remove the files in the Download folder and now you're mad because it did what you asked it to do ???

It's not quite the way you make it look like. When it asks you to "free up space", it shows you an option of system junk and Windows download files, and says that "windows download files included the files downloades by the users.
It never specifies from where it's going to delete the files.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on December 28, 2017, 08:47:59 PM
I tried using Recuva, and every file recovered was corrupted. I've lost over 20gb of work. I can't describe how pissed I am right now!
You told Avast to remove the files in the Download folder and now you're mad because it did what you asked it to do ???

It's not quite the way you make it look like. When it asks you to "free up space", it shows you an option of system junk and Windows download files, and says that "windows download files included the files downloades by the users.
It never specifies from where it's going to delete the files.
I only used the Cleanup tool when beta testing and it listed cleaning the Download Folder as on of the options.
At this point, all of that is water under the bridge. If you've removed the files from that folder, they are gone unless you have a backup from which to restore the files.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: alwaysdreaming2 on December 31, 2017, 04:43:28 AM
I lost so many music download files on my Windows 10 desktop computer due to this serious problem on Avast Cleanup Premier. Recuva & EaseUSData Recovery are useless as far as recovering what I lost. Avast has to take care of this problem now (it should be made a priority) because I'm sure there are many customers who lost files that are much more important than my music files which I just have to download again, a long process for me since it involved about 100 music files. The company must fix features on Avast Cleanup Premium so that any files can be immediately recovered if they are deleted. If they can not correct all that is wrong with Avast Cleanup Premium then they should eliminate it altogether.  I am a long time customer, I have Avast Driver Updater, Avast Free Antivirus & Avast Cleanup Premium. I am not happy about my deleted files and I am not happy to hear others are experiencing the same problem.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: lesliealee888 on January 04, 2018, 04:19:35 PM
I too have lost ALL of my work files thanks to Avast Cleanup. Like everyone here, I have used Recuva and EaseUS to no avail -
 most of my files are useless.

What's shocking to me is how this company's 'uberevangelist' Bob 3160 has shown a remarkable lack of empathy and compassion on this message board towards us. I guess this is how Avast sees its paying customers - tough if you told Cleanup to delete.

But the point is - YOU DON'T HAVE A RECOVERY FUNCTION.

Why is this software out on the market when it can harm users?
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on January 04, 2018, 06:52:39 PM
There is a difference between having empathy and being factual. I simply supplied you with the facts. I'm sorry that they weren't to your liking. My personal views are mine those may not be the views of Avast. I am an Avast user just like you.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Mick30 on January 11, 2018, 08:39:16 PM
So Still nothing from avast on a recovery solution ???????only thing i have from them is a reminder that my subscription is due, over 2000 photo's gone and about another 1000 files, but don't worry i bet if and thats a big IF i renew they would have come up with a recovery link pft

Avast you need to get your arse in gear and sort this, it should not have been relesead untill this was complete >:(
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on January 11, 2018, 08:44:09 PM
So Still nothing from avast on a recovery solution ??? ??? ?only thing i have from them is a reminder that my subscription is due, over 2000 photo's gone and about another 1000 files, but don't worry i bet if and thats a big IF i renew they would have come up with a recovery link pft

Avast you need to get your arse in gear and sort this, it should not have been relesead untill this was complete >:(
Sorry that you lost the files but, it was you who authorize the removal of those files.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Mick30 on January 11, 2018, 08:48:38 PM
So Still nothing from avast on a recovery solution ??? ??? ?only thing i have from them is a reminder that my subscription is due, over 2000 photo's gone and about another 1000 files, but don't worry i bet if and thats a big IF i renew they would have come up with a recovery link pft

Avast you need to get your arse in gear and sort this, it should not have been relesead untill this was complete >:(
Sorry that you lost the files but, it was you who authorize the removal of those files.

Wondered when your smart arse remarks would follow, no shit sherlock, yes i should have checked but like so many others didn't, but the fact there has been no responce from Avast on a fix, it's ok them putting links on for some crap recovery program,

But thanks for your input
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on January 11, 2018, 08:56:24 PM
So Still nothing from avast on a recovery solution ??? ??? ?only thing i have from them is a reminder that my subscription is due, over 2000 photo's gone and about another 1000 files, but don't worry i bet if and thats a big IF i renew they would have come up with a recovery link pft

Avast you need to get your arse in gear and sort this, it should not have been relesead untill this was complete >:(
Sorry that you lost the files but, it was you who authorize the removal of those files.

Wondered when your smart arse remarks would follow, no shit sherlock, yes i should have checked but like so many others didn't, but the fact there has been no responce from Avast on a fix, it's ok them putting links on for some crap recovery program,

But thanks for your input
Herc's the last comment from this "smart arse". I personally don't see anything that needs to be fixed. I can see an additional warning being offered to make the user aware of the impact of their decision to delete certain folder and files. It is still the user who makes the final decision and therefore their responsibility.
(Another reason why backing up files is important.)
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Mick30 on January 11, 2018, 09:07:55 PM
Herc's the last comment from this "smart arse". I personally don't see anything that needs to be fixed. I can see an additional warning being offered to make the user aware of the impact of their decision to delete certain folder and files. It is still the user who makes the final decision and therefore their responsibility.
(Another reason why backing up files is important.)
[/quote]

"It is still the user who makes the final decision and therefore their responsibility"  correct and is it not Avast's responsibility to try and sort a fix out?, even if they did release a program with no restore function in the first place??
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on January 11, 2018, 09:19:21 PM
Not all things in life have a "restore point". If you jump off the bridge, you wind up in the water. No do over.
I'm finished with this topic.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Vi Suri on January 13, 2018, 05:03:55 PM
I have just lost everything that was in my download folder.
This is absolutely unacceptable !!! Especially because the program says that it "will not delete the files, just the history".
If you are working on a fix, could you, at least, be responsible people and disable this functionality ????? Or change the message ?
I am enraged !
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: pnoboy80 on January 14, 2018, 04:33:00 PM
You're absolutely correct. This garbage product was supposed to delete temp files and history, NOT the files out of the Downloads folder. Recuva will only restore files which haven't been written over so the sooner you run it, the better. Avast devs are well aware of this issue too. Even if they couldn't fix the problem (THEY CAN!), they could at least remove the false statement that your files won't be touched.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Mick30 on January 14, 2018, 06:48:39 PM
Try DiskDigger, i have got some of my photo's back (not all)

Shame we have to resort to other programs when we have paid Avast for many years and their still sat there with no input, will be the last time i renew my avast after a lot of years

Wait for it!!!!
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on January 15, 2018, 11:32:23 AM
Just to clarify, The user makes the selection to delete the download folder. It is not selected by default.
Here's what avast replied when I reported this complaint:
"Hi Norbert. Thanks for the information. We are aware of this problem (misunderstanding - Download folder is not selected by default for the cleaning - user has to do it manually).  We are gonna fix it in next release where we will emphasis that cleaning download folder might be possibly unwanted action."
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: rnjrupert on January 15, 2018, 04:11:47 PM
It appears that Avast has acknowledged that they should have placed a "Second Chance" option or some warnings into their program.  I have used a lot of applications that has that type of option or warning.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on January 15, 2018, 07:06:07 PM
It appears that Avast has acknowledged that they should have placed a "Second Chance" option or some warnings into their program.  I have used a lot of applications that has that type of option or warning.
I guess you read what you wanted to see even if that's not exactly what was quoted. :)
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: michael1363 on January 19, 2018, 11:55:32 AM
The real issue here is that Avast considers the Download folder to be some kind of temporary windows folder. It has never been this for users or for Windows itself. It is the default for Microsoft downloads as well as most other programs.
When I checked out the 'clean' feature and it gave me 75Gb I knew it was wrong. As a regular CCleaner user I expected a couple of gbyte at the most.  Maybe they have it in there because the numbers look So Impressive.....
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on January 19, 2018, 12:34:24 PM
The real issue here is that Avast considers the Download folder to be some kind of temporary windows folder. It has never been this for users or for Windows itself. It is the default for Microsoft downloads as well as most other programs.
When I checked out the 'clean' feature and it gave me 75Gb I knew it was wrong. As a regular CCleaner user I expected a couple of gbyte at the most.  Maybe they have it in there because the numbers look So Impressive.....
In most instances, once you've downloaded the installer and then installed a program, that file really is not needed any more.
Dome of us use that folder for more than just installation programs. If that's the case, then this is not a folder you want to empty.
I certainly would never allow that folder to be emptied.
To be fair, there are other clean up tools that also select the Downloads Folder as a folder to clean.
It is still up to the user to verify as to allow or not allow any cleaning function before it actually happens.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Tim309 on January 22, 2018, 02:16:44 AM
We also ran Cleanup Premium and it deleted files to run Paint Shop Pro 7 and network connectivity.  Will not renew.  Product is not safe to use!
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Dwight15 on February 05, 2018, 08:57:02 AM
It deleted 8gb of my photos from the last year of my life pics of my rebuild on all my cars and my family that i fell into and it deleted every memory i have of them and my dog that was killed by the sherifs department wrongfully accused.  This app has deleted memories and job history that are very important to me and will ruin me for ever cause i cant get them back . Right after it charged my paypal acount without my authorization i didnt want premium . Now that i think about it the dam app deleted files when i first download it videos of my grandfather that past away and videos of me and my dad that just killed himself a month ago . I want to sue or start a lawsuit aginst this horrible company
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on February 05, 2018, 12:12:43 PM
It deleted 8gb of my photos from the last year of my life pics of my rebuild on all my cars and my family that i fell into and it deleted every memory i have of them and my dog that was killed by the sherifs department wrongfully accused.  This app has deleted memories and job history that are very important to me and will ruin me for ever cause i cant get them back . Right after it charged my paypal acount without my authorization i didnt want premium . Now that i think about it the dam app deleted files when i first download it videos of my grandfather that past away and videos of me and my dad that just killed himself a month ago . I want to sue or start a lawsuit aginst this horrible company
Sorry your information is deleted. Where are your backups ??? Why didn't you verify what would be erased before giving permission to allow it to happen ???
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Gary244 on February 06, 2018, 06:47:46 PM
I ran this program last Dec and realised how much had been deleted!!  And I have just seen that it has deleted photos from a folder folder that it should not have done!  The folder was ThisPC/Pictures/video.  This I used for clips taken form vids with VLC and the picture grabber thats in VLC.  I had HUNDREDS of photos (.jpg) and they are ALL gone!!  Used that Recuva and it found 9 of them??!!  Utter rubbish.  Avast should be ashamed of themselves.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Mick30 on February 15, 2018, 05:54:25 PM
Not all things in life have a "restore point". If you jump off the bridge, you wind up in the water. No do over.
I'm finished with this topic.

I like how you stated you had finished with this topic, but you still return to rub salt in the wounds

I see there has still been no input from avast  :-X
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bmar77777 on February 16, 2018, 07:10:41 AM
Its deleted all of my game files, personal projects, precious photos, videos, and work documents. When people use a cleanup service made by professionals they expect it to be able to discern between files of actual importance and not pull in ANY file it deems is junk. Also that person that is being useless by going on a help forum going around saying "oh but you authorized it tho" needs to realize that most people don't check it because because when dealing with a program made by PROFESSIONALS they shouldn't have to go through and baby that program and spend the time to choose which files it needs to delete and which files it shouldn't. If they were going to go look around and check every individual file thats going to be deleted they might as well go through the computer and find files to delete themselves. They all got and used this program because they had trust in the program which now they no longer have for Avast. I am also extremely disappointed in Avast about the fact that their cleanup program does not come with a undo deletion button or at least a log file to pull back data.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: fedorkaj on February 27, 2018, 06:36:41 AM
Like many other people on this thread I just lost over 100GB of pictures, documents and music that this shitty "premium" program seemingly arbitrarily determined were junk.  I'm beyond livid.  Granted, I hit the little button that said to resolve the issue without checking that the program was going to delete everything out of my personal folders.  I assumed it was only deleting "junk" files out of a download folder.  I've seen that this originally happened months ago and yet today, the end of February, nobody from AVAST has offered any resolve other than trying to get folks to purchase another crappy program to hopefully recover there lost files.  Then, only to find out that even those that are recovered are almost always corrupt and useless.  I will be cancelling all of my AVAST subscriptions and I'll be sure to spread the word on all of my social media accounts that AVAST has horrible products and even worse customer support.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on February 27, 2018, 02:38:19 PM
Like many other people on this thread I just lost over 100GB of pictures, documents and music that this shitty "premium" program seemingly arbitrarily determined were junk.  I'm beyond livid.  Granted, I hit the little button that said to resolve the issue without checking that the program was going to delete everything out of my personal folders.  I assumed it was only deleting "junk" files out of a download folder.  I've seen that this originally happened months ago and yet today, the end of February, nobody from AVAST has offered any resolve other than trying to get folks to purchase another crappy program to hopefully recover there lost files.  Then, only to find out that even those that are recovered are almost always corrupt and useless.  I will be cancelling all of my AVAST subscriptions and I'll be sure to spread the word on all of my social media accounts that AVAST has horrible products and even worse customer support.
Can you please tell me where Avast offered a program to recover the files that you unknowingly deleted ???
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Jon170 on June 27, 2018, 11:36:25 PM
Like many other people on this thread I just lost over 100GB of pictures, documents and music that this shitty "premium" program seemingly arbitrarily determined were junk.  I'm beyond livid.  Granted, I hit the little button that said to resolve the issue without checking that the program was going to delete everything out of my personal folders.  I assumed it was only deleting "junk" files out of a download folder.  I've seen that this originally happened months ago and yet today, the end of February, nobody from AVAST has offered any resolve other than trying to get folks to purchase another crappy program to hopefully recover there lost files.  Then, only to find out that even those that are recovered are almost always corrupt and useless.  I will be cancelling all of my AVAST subscriptions and I'll be sure to spread the word on all of my social media accounts that AVAST has horrible products and even worse customer support.
Can you please tell me where Avast offered a program to recover the files that you unknowingly deleted ???

He is referring to Stellerman's post right here on Page 1 of this thread.

Hi,

we apologize for the situation our product caused to you.
This is definitely a flaw in the user experience and we are now working heavily on getting it fixed.

Since Cleanup is still missing a feature which would be able to restore deleted files we could recommend you to download Piriform Recuva software from here: https://www.piriform.com/recuva to restore your deleted files.

Best regards!

Having just suffered this bs problem myself I have seen many of your posts across multiple threads. Your tone is hostile and accusatory. I like how you have a demonstrated habit of using words that shift the blame to the user as well like "you unknowingly deleted"

Avast said it was fixing broken shortcuts. They obviously weren't broken if the files were working perfectly fine.

Avast has already admitted this is an issue so your "helpful" posts placing blame on the users is borderline petty.

In fact this issue is so prevalent that it is an auto suggested search on Google. But sure, WE are the idiots who just cant make this program work right.

Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: aarnid on October 20, 2018, 11:49:47 PM
Hi, it seems that Avast Clean Up Premium have erased my auto saved files from Adobe Premiere Pro CC, as I can see in the shortcuts of the software. I bouy your software and it deletes my precious files. Result of a week of work. Nice. I can't even get them back with Recuva. I'm pissed off and of course i have no hope.
But i just want you to know that your software Clean UP premium SUCKS.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on October 21, 2018, 12:15:08 AM
Hi, it seems that Avast Clean Up Premium have erased my auto saved files from Adobe Premiere Pro CC, as I can see in the shortcuts of the software. I bouy your software and it deletes my precious files. Result of a week of work. Nice. I can't even get them back with Recuva. I'm pissed off and of course i have no hope.
But i just want you to know that your software Clean UP premium SUCKS.
It only deletes what you allow it to delete. I agree that the download folder is not something that should be pre-checked.
As far as retrieving the information, hopefully you have a backup or a restore point created before the cleanup that can be restored.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: aarnid on October 21, 2018, 02:56:20 AM
The software (Back Up Center) got no more savings. And i don't think that a windows restauration would get back the files, do you ?
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on October 21, 2018, 03:02:50 AM
I was talking about an image backup. I create one weekly .if you don't have one then hopefully there is a restore point available that was created just before the deletion occurred 
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: aarnid on October 21, 2018, 04:46:58 PM
My restauration points have been erased too by Avast Cleanup Premium. I know it was my choice to do so via the software but i didn't think i would need it since i didn't know that ACP would erase my files.
In the Invalids Shortcuts section i see the one of my file Premiere Pro : "HKU/Software/Microsoft/Windows/CurrentVersion/Explorer/ComDlg32/OpenSavePidMRU/prproj
I would have never deleted my saving files ! Plus i named it myself, finally it was even not an auto save file but maybe it was deleted by ACP since i've saved it in the AutoSave folder !

I know that it requires my action to delete, but why putting those files (Adobe Premiere Pro files) in such a dangerous situation by allowing to potentially delete them ??
I trusted Avast by his quality and simplicity, it seems that his simplicity causes such failures...
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: JCamp on November 18, 2018, 04:08:50 PM
Not an answer but just to add that the problems persist so many months later.  I recently downloaded Avast as an app on my mobile phone, and during a clean up I have lost all my photos taken over the last 2years.  I have no idea how this has happened, as I had been very careful when I was using it.   I'm devastated by this and wish I had never set eyes on this rubbish software.  On top of this it is impossible to get to speak with anybody to try to resolve it - though having looked through the posts it appears that retrieving my photos won't be possible.  I'd warn everybody against using it.   For me it has been a huge lesson.  I will never download an app in the future without checking it out thoroughly first.  Had I seen these posts before I'd have stay well away.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on November 18, 2018, 05:10:09 PM
Not an answer but just to add that the problems persist so many months later.  I recently downloaded Avast as an app on my mobile phone, and during a clean up I have lost all my photos taken over the last 2years.  I have no idea how this has happened, as I had been very careful when I was using it.   I'm devastated by this and wish I had never set eyes on this rubbish software.  On top of this it is impossible to get to speak with anybody to try to resolve it - though having looked through the posts it appears that retrieving my photos won't be possible.  I'd warn everybody against using it.   For me it has been a huge lesson.  I will never download an app in the future without checking it out thoroughly first.  Had I seen these posts before I'd have stay well away.
I can agree that certain items should have more cautions before the deed is done.
It doesn't change the fact that you are the one who allowed this to happen.
Why aren't you backing up those photos to Google Photos (FREE) or some other service.
The same applies to other important information. If it isn't backed up, it will be lost when erased or, if the device is lost or stolen.
That same advice about backing up also applies to your computer.

Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: JCamp on November 18, 2018, 05:37:34 PM
Bob3160 noting your reply to me and previous replies to others,  I assume you have a close connection with Avast - whatever that may be.  Whatever you say my photos should NOT have disappeared in a general clean using this software.  There is clearly an issue with the software, obviously long-standing which in itself is appalling. 
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on November 18, 2018, 06:32:15 PM
Bob3160 noting your reply to me and previous replies to others,  I assume you have a close connection with Avast - whatever that may be.  Whatever you say my photos should NOT have disappeared in a general clean using this software.  There is clearly an issue with the software, obviously long-standing which in itself is appalling.
I don't work for Avast. I've used their free version since 2003. If you choose the wrong items and then select to delete them,
how is that the fault of the program.
I can understand that you aren't happy with what happened but that doesn't change the facts.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Asyn on November 19, 2018, 05:20:18 AM
I recently downloaded Avast as an app on my mobile phone...
-> https://forum.avast.com/index.php?board=71.0
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: alpharitto on December 07, 2018, 03:52:58 PM
I too am quite angry as I have kept receiving messages and the other day and email to try avast premium clean for a 30 day trial and when I did and used it my PC lost or effected a number of applications and files and that is after using the UNDO button. It really has me fried most especially because this forum is the only way to contact avast regarding even there paid product apparently you subscribe to their paid live support. But when it is their product causing the problem why should I pay them the fix their ..now my problem. I should have known that any company thinking they have a safe solution to properly removing unnecessary registry files are just playing games with the public and of course avast is not alone in this. I have used their free and paid service for an extended period and most of it seem to function either will or adequately but this is enough for me to start looking for something more open to solving its program short comings. I should have created a system restore but foolishly assumed their undo did that either though window or through its own programming but it did not. I have cancelled the premium cleanup trial but still remain with the aftermath of its plunder. Notepad++ (https://notepad.software/) Malwarebytes (https://downloader.vip/malwarebytes/) FileZilla (https://filezilla.software/)
avast are not interested in helping us recover our files, angry beyond belief over this and will stick to kaspersky and crapcleaner from now on... shame I paid for this crap service.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: DavidR on December 07, 2018, 04:53:20 PM
I too am quite angry as I have kept receiving messages and the other day and email to try avast premium clean for a 30 day trial and when I did and used it my PC lost or effected a number of applications and files and that is after using the UNDO button. It really has me fried most especially because this forum is the only way to contact avast regarding even there paid product apparently you subscribe to their paid live support. But when it is their product causing the problem why should I pay them the fix their ..now my problem. I should have known that any company thinking they have a safe solution to properly removing unnecessary registry files are just playing games with the public and of course avast is not alone in this. I have used their free and paid service for an extended period and most of it seem to function either will or adequately but this is enough for me to start looking for something more open to solving its program short comings. I should have created a system restore but foolishly assumed their undo did that either though window or through its own programming but it did not. I have cancelled the premium cleanup trial but still remain with the aftermath of its plunder.
avast are not interested in helping us recover our files, angry beyond belief over this and will stick to kaspersky and crapcleaner from now on... shame I paid for this crap service.

Why didn't you start your own new topic seeking help ?
Instead of leaping into other having a whinge, that is hardly going to help them.

You do know that CCleaner is now a part of Avast Software ;)
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: gingkoboy on December 31, 2018, 06:23:41 PM
does anyone know if avast moves files out of the download folder for deletion?  and if "yes" where?  I've used various undelete software & have found other recoverable files but none that were deleted by avast.  this prompts me to wonder whether I should be looking elsewhere for the deleted files?  I've done many searches for deleted files in my download folder & recycle bin.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: DavidR on December 31, 2018, 09:28:05 PM
If you choose to delete a file that has been detected, then it is gone, it doesn't get sent anywhere.

Deletion is never a good first option, you have none left.

The best course of action would be to 'move' then to the virus chest.  Here they could be periodically be rescanned if they are no longer detected (Possible false positive on first detection) then you can restore them to the original location.

Of course you could always restore the file from your backups, you do do regular backups !
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: gingkoboy on January 01, 2019, 06:38:01 AM
DavidR your comments are not helpful & coming across as a bit condescending.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: DavidR on January 01, 2019, 10:22:34 AM
I can't help you recover files that are deleted by avast they are gone, it is as simple as that.  This whole topic basically confirms that, if you read it all.

Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on January 01, 2019, 04:09:37 PM
@ gingkoboy.
Sorry that both David and I are perceived as condescending.
Unfortunately we can only supply you with the facts even if it's not what you are hoping to hear.
Unless you've created a backup prior to the deletion, the files are permanently deleted.
It is what you asked Avast to do.

Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: gingkoboy on January 01, 2019, 10:07:27 PM
DavidR & bob3160: 
both of you post prolifically in this forum.  so I have read all the posts in this thread.  neither of you have addressed my concern/question(s).  files are not just gone when deleted.  that's why there are so many undelete software out there.  one may have the chance at undeleting file(s) if they haven't been overwritten & the condition of the file(s) are still good.  also telling me and others we're screwed if we didn't do backups?  seriously?  we are passed that & asking for help from those who have the eyes to read & ability to respond to our concerns.  repeatedly telling people "well you deleted it so it's your fault" is annoying & certainly not productive. 

bob3160:
you appear to be in denial that avast screwed up this part of their premium offering.  people like myself and others clicked the green RESOLVE button offered by avast cleanup premium & the screen did not indicate that files would be deleted from the download folder.  the only indication was that "system junk" would be deleted.  the fact that avast decided to include all our download folder files in their "system junk" without explaining that to us is their bad.  there are other forums out there where people have posted this exact problem.

earlier in this thread stellarman, an avast team Sr. member posted "This is definitely a flaw in the user experience and we are now working heavily on getting it fixed."- it'd be nice if an avast member responded to my concerns answering whether files were moved out of the download folder for deletion & if so where? & whether the files deleted by premium cleanup were deleted permanently like a file shredder?  because if that's what happened then of course there is no recovery.

Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on January 01, 2019, 10:16:22 PM
https://forum.avast.com/index.php?topic=210783.msg1483951#msg1483951 (https://forum.avast.com/index.php?topic=210783.msg1483951#msg1483951)
I've already stated that I'm aware of the fact that since it's not the answer you are hopin for, it doesn't make you happy.
The Windows cleanup tool also selects the Downloads folder as an item to empty. Again it's up to the user to know what is being deleted before
pushing that delete button.
I'm also the person that alerted the developers to the fact that the files in the downloads folder are selected by default and
voiced my dislike to using such a default option.
Till this is addressed by Avast, you need to exercise caution.

Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Static_Syn on June 06, 2019, 03:31:07 PM
I know I am resurrecting an old thread, but has Avast fixed this? If not I will just take care of anything I think could be an issues myself.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Stellarman on June 07, 2019, 09:09:47 AM
I know I am resurrecting an old thread, but has Avast fixed this? If not I will just take care of anything I think could be an issues myself.

Hi,

we've added a warning dialog which informs the user that he is about to the the potentially dangerous operation which cannot be reverted.
At the end of the day it's up to every single user to decide whether he/she wants to clean the Downloads folder to save the space or not.
Even if you don't clean it, it might be still interesting to see how much space it occupies on your hard drive so you can perhaps go through the files you have there and delete just those which are not relevant anymore.

Since we cannot think of any other way how to fix this apart from removing this particular location from our scan we consider this issue as resolved.

Thank you.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on June 07, 2019, 01:39:20 PM
Some time ago, I took a closer look at my Downloads folder and noticed that over the years,
it had grown to an enormous size of over 83.3 Gig.
(https://screencast-o-matic.com/screenshots/u/Lh/1559907785756-51536.png)
Much of what was in that folder wasn't really anything I wanted to totally loose but,
it also didn't really need to reside on my computers hard drive.
I copied that Downloads folder onto an external HD so that the files were still something I could access.
Once the folder had been copied, I was now able to delete the content from my C drive and, whenever
I discovered something that I needed, I could simply access it via that external drive or, some items that I use more frequently,
wound up back on my C drive.
Currently, the Downloads folder is a bit more manageable. :)
(https://screencast-o-matic.com/screenshots/u/Lh/1559907505356-77580.png)
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Stellarman on June 07, 2019, 02:40:17 PM
Some time ago, I took a closer look at my Downloads folder and noticed that over the years,
it had grown to an enormous size of over 83.3 Gig.
(https://screencast-o-matic.com/screenshots/u/Lh/1559907785756-51536.png)
Much of what was in that folder wasn't really anything I wanted to totally loose but,
it also didn't really need to reside on my computers hard drive.
I copied that Downloads folder onto an external HD so that the files were still something I could access.
Once the folder had been copied, I was now able to delete the content from my C drive and, whenever
I discovered something that I needed, I could simply access it via that external drive or, some items that I use more frequently,
wound up back on my C drive.
Currently, the Downloads folder is a bit more manageable. :)
(https://screencast-o-matic.com/screenshots/u/Lh/1559907505356-77580.png)

Thanks for the tip!

We were also thinking about how to automate the selection process of files and folders which might not be needed by the user but it is very difficult to find the right algorithm and we don't want to risk any false positives there after the poor design we did at the very beginning when we introduced this folder into the Disk Cleaner feature.
But since this folder typically (your case is actually a very good example) includes a LOT of data which might not be relevant anymore to the user we think it is fair to mention it in the list of items you could potentially clean to get some space. Combined with the warning dialog it is up to everyone to decide whether he/she wants to take the risk and delete the whole folder once for all or dig deeper into it and find himself/herself what to delete and what to keep there.

Thank you.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: DavidR on June 07, 2019, 06:34:09 PM
Some time ago, I took a closer look at my Downloads folder and noticed that over the years,
it had grown to an enormous size of over 83.3 Gig.
<snip quote and images>

My downloads folder has grown to a massive 3.75MB (not GB) as I have always practised when what has been downloaded is dealt with, installed/updated, etc.  I have always copied it to a secondary drive I also copy it to a 8GB USB thumb drive and that keeps multiple copies of program installation files.

So no real chance of losing anything, not to mention my weekly drive image backups to a secondary/external HDD.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: trydoubtingme on September 03, 2019, 05:18:31 AM
DO NOT USE AVAST CLEANUP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
I decided to try the Avast clean up premium, thinking it will remove hidden spam and malware. However, it removed EVERYTHING! including important files and restore points including personal data that will forever change my life. I tried speaking with tech support to see if i can retrieve the files back, but i was told there is no way to do that once the cleanup deletes them. Why in the world would you even have photos and videos included to begin with!. I have been using avast since the day of release, and i feel so stupid for deciding to give the cleanup a try because it deleted family photos and videos which now are lost forever. I feel like my house burned down with half of my memories gone. After being a loyal member of avast for over a decade, i am now strongly considering to completely remove avast.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on September 03, 2019, 01:54:42 PM
DO NOT USE AVAST CLEANUP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
I decided to try the Avast clean up premium, thinking it will remove hidden spam and malware. However, it removed EVERYTHING! including important files and restore points including personal data that will forever change my life. I tried speaking with tech support to see if i can retrieve the files back, but i was told there is no way to do that once the cleanup deletes them. Why in the world would you even have photos and videos included to begin with!. I have been using avast since the day of release, and i feel so stupid for deciding to give the cleanup a try because it deleted family photos and videos which now are lost forever. I feel like my house burned down with half of my memories gone. After being a loyal member of avast for over a decade, i am now strongly considering to completely remove avast.
To be fair, you are asked if you are sure that you want to delete these files.
Most of us also have backups of out photos. It is recommended that you on a regular basis back up your system so that if you are hit with a disaster
like hardware failure or an infection, you have away of restoring your information.
Avast didn't arbitrarily remove those files, you selected and agreed to have them removed.
I know that it's easy to blame the software when something doesn't go the way we expect but, ultimately, we make the final decision. 
Don't you back up your photos to Google photos or one of the other free services available?
Do you have an image backup that you can restore?
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: trydoubtingme on September 03, 2019, 05:31:09 PM
All my system restore points and ISOs were deleted by the software. I just trusted the cleanup premium that its removing hidden malware and spam that i am not aware of. I am not the only person with that experienced loss of files with this software. Again it was just the trust i had with Avast in general. I was getting a pop up frequently saying my pc is being slowed down almost every hour. I had no idea the software had the power to remove much more and especially permanently.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Asyn on September 03, 2019, 05:33:33 PM
-> https://support.avast.com/en-ww/article/211/#idt_0350 (Rescue Center)
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Stellarman on September 04, 2019, 09:29:48 AM
All my system restore points and ISOs were deleted by the software. I just trusted the cleanup premium that its removing hidden malware and spam that i am not aware of. I am not the only person with that experienced loss of files with this software. Again it was just the trust i had with Avast in general. I was getting a pop up frequently saying my pc is being slowed down almost every hour. I had no idea the software had the power to remove much more and especially permanently.

Hello,

I am really sorry that you ended up in this situation while using our product. It is definitely not our intention to cause any kind of damage to our users.

However as was already mentioned by bob3160 we do not delete any user files automatically without your consent. We just show you the folders and places on your hard drive where you have files you could potentially delete to save space, however the final decision is yours. When it comes to the Download folder we are fully aware that there are usually all kind of files and some of them might be valuable for the users, that's why there is a warning dialog you have to confirm to complete the deletion process.
Also regarding the restore points we do not delete all of them but we always keep the last one.

Anyway since Cleanup is unfortunately still missing a feature which would be able to restore deleted files, I could recommend you to download Piriform Recuva software from here: https://www.piriform.com/recuva to restore your deleted files.

I hope you will be able to restore most of your lost files.

Regards.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: CleanUpPremiumSUCKS on September 19, 2019, 04:57:48 PM
#DELETEAVAST - You guys are really callous jerks for allowing this issue to continue for so long and not doing anything to fix it.  All my important files for the past few months DELETED by Avast because they were in the Download folder.  What the hell are you thinking!?  Its the DOWNLOAD folder, it isn't system JUNK. And certainly PDFs and Word files are not system JUNK.  And no back-up/restore?  And not even moving the files to the Recycle Bin!?  This is completely unacceptable.  Saying again and again "It asks you to verify" is just a cop out- if we had to read/verify/go through everything we wouldn't get anything "cleaned up"  - TRUST for Avast is completely GONE.  This is bullshit.  and Recuva did NOT work.

Any update on a time table for a restore program that will work to undo the damage of cleanup premium!?
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: Morality on September 20, 2019, 09:22:04 PM
Bob stfu and get out your not helping people your just pissing them off and adding insult to injury. Avast is pretty much a scam from my experience and most reddit users, Avast has no freaken unsubscribe option unless u post here on the forums. On top of that they still keep your credit card info if you try the Avast cleanup free trial more than once I tried it for 2 days the second time posted here to remove all subscriptions. Their response? you have no active subscription... well today my bank account would disagree with you because I was charge $54.11 for a product I don't use or have used in months I WANT A REFUND.
Title: Re: how do i retrieve lost files deleted by avast cleanup premium in download folder
Post by: bob3160 on September 20, 2019, 09:40:48 PM
Bob stfu and get out your not helping people your just pissing them off and adding insult to injury. Avast is pretty much a scam from my experience and most reddit users, Avast has no freaken unsubscribe option unless u post here on the forums. On top of that they still keep your credit card info if you try the Avast cleanup free trial more than once I tried it for 2 days the second time posted here to remove all subscriptions. Their response? you have no active subscription... well today my bank account would disagree with you because I was charge $54.11 for a product I don't use or have used in months I WANT A REFUND.
I suggest you keep your insults to yourself.
Request a refund: https://support.avast.com/en-us/contact/enter/sales_refund