Avast WEBforum

Consumer Products => Avast Cleanup => Topic started by: REDACTED on December 29, 2017, 08:09:13 PM

Title: problem with avast cleanup premium
Post by: REDACTED on December 29, 2017, 08:09:13 PM

The disc turns indefinitely, without result?

Title: Re: problem with avast cleanup premium
Post by: Stellarman on January 02, 2018, 09:57:26 AM

Hi,

this seems like the same issue which is being discussed here: https://forum.avast.com/index.php?topic=211768.0

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: problem with avast cleanup premium
Post by: REDACTED on January 02, 2018, 11:01:12 AM

Hello

I am sent to you the ziped logs on your ftp server.
File name: aa-electro@orange.fr
Password: virus

cordially

Title: Re: problem with avast cleanup premium
Post by: Stellarman on January 02, 2018, 12:32:57 PM

Thank you for providing us with the log files.

We are going to take a look at it and fix it.
In case we would need more information we will contact you here.

Best regards!

Title: Re: problem with avast cleanup premium
Post by: Stellarman on January 02, 2018, 01:14:46 PM

Quote from: ALAIN152 on January 02, 2018, 11:01:12 AM

Hello

I am sent to you the ziped logs on your ftp server.
File name: aa-electro@orange.fr
Password: virus

cordially

Could you please provide us with the other log files from the log folder?
We would need all of them to be able to investigate the issue as it seems to be a problem within the service.

Then you could also try to reinstall the product using the installer here: https://www.avast.com/download-thank-you.php?product=CLP-01&locale=en-ww to see whether it resolves the issue.

Thank you.