Avast WEBforum

Consumer Products => Avast Cleanup => Topic started by: REDACTED on May 18, 2018, 12:06:22 PM

Title: License activation problem
Post by: REDACTED on May 18, 2018, 12:06:22 PM
Good morning,
yesterday I bought an Avast Cleanup license but I can not activate it. When I enter the code, it tells me that there was an error. I entered my account and it does not let me download the file for the license and if I tell it to show it to me it tells me there was an error. What should I do? How can I solve?
I await your reply.
Best regards.
Title: Re: License activation problem
Post by: Asyn on May 18, 2018, 12:08:54 PM
-> https://support.avast.com/article/Troubleshoot-activation
Title: Re: License activation problem
Post by: REDACTED on May 18, 2018, 01:02:00 PM
-> https://support.avast.com/article/Troubleshoot-activation
I'm having exactly the same problem and the troubleshoot guide is not offering a solution.
Title: Re: License activation problem
Post by: Asyn on May 18, 2018, 01:09:34 PM
Did you buy from Avast directly or from a reseller..?
Title: Re: License activation problem
Post by: REDACTED on May 18, 2018, 01:43:33 PM
From Avast. Order ID 38536051162 29th April .
Title: Re: License activation problem
Post by: Asyn on May 18, 2018, 01:51:59 PM
From Avast.
OK, contact support: https://support.avast.com/contact
Title: Re: License activation problem
Post by: REDACTED on May 18, 2018, 01:53:23 PM
-> https://support.avast.com/article/Troubleshoot-activation
I'm having exactly the same problem and the troubleshoot guide is not offering a solution.
I confirm the guide does not solve the problem, also because before creating a post I looked on the site between the guides. What should I do?
Thank you.
Title: Re: License activation problem
Post by: Asyn on May 18, 2018, 01:54:09 PM
-> https://support.avast.com/article/Troubleshoot-activation
I'm having exactly the same problem and the troubleshoot guide is not offering a solution.
I confirm the guide does not solve the problem, also because before creating a post I looked on the site between the guides. What should I do?
Thank you.
See Reply #5.
Title: Re: License activation problem
Post by: REDACTED on May 18, 2018, 02:14:52 PM
-> https://support.avast.com/article/Troubleshoot-activation
I'm having exactly the same problem and the troubleshoot guide is not offering a solution.
I confirm the guide does not solve the problem, also because before creating a post I looked on the site between the guides. What should I do?
Thank you.
See Reply #5.
I contacted the media who sent me the license file. I load it and it shows me my license, but as soon as I go out and start the program it does not show me anymore.
This sistuation begins to be overwhelming because I have also paid for it.
What should I do?
Title: Re: License activation problem
Post by: Asyn on May 18, 2018, 02:33:53 PM
Hi, I forwarded it. Let's see...
Title: Re: License activation problem
Post by: Stellarman on May 18, 2018, 02:34:12 PM
Hi,

we apologize for the inconveniences caused by our new license management component.

Thank you for the detailed report including the screenshots but would you mind send us log files as well so we can investigate what is the root cause of this issue?
You can simply send them by executing our log collector utility from this path C:\Program Files (x86)\AVAST Software\Avast Cleanup\tulogcollector.exe.
Just please add your email address there so we can join the logs with your report here.

Thank you!
Title: Re: License activation problem
Post by: REDACTED on May 18, 2018, 02:36:53 PM
From Avast.
OK, contact support: https://support.avast.com/contact
Have done now waiting for solution to problem.
Title: Re: License activation problem
Post by: Asyn on May 18, 2018, 02:41:03 PM
From Avast.
OK, contact support: https://support.avast.com/contact
Have done now waiting for solution to problem.
See Reply #10.
Title: Re: License activation problem
Post by: REDACTED on May 18, 2018, 03:09:43 PM
Hi,

we apologize for the inconveniences caused by our new license management component.

Thank you for the detailed report including the screenshots but would you mind send us log files as well so we can investigate what is the root cause of this issue?
You can simply send them by executing our log collector utility from this path C:\Program Files (x86)\AVAST Software\Avast Cleanup\tulogcollector.exe.
Just please add your email address there so we can join the logs with your report here.

Thank you!

Have done look forward to your solution.
Bryan
Title: Re: License activation problem
Post by: Asyn on May 18, 2018, 03:13:46 PM
Have done look forward to your solution.
Bryan
Thanks Bryan.
Title: Re: License activation problem
Post by: REDACTED on May 18, 2018, 03:30:52 PM
Hi,

we apologize for the inconveniences caused by our new license management component.

Thank you for the detailed report including the screenshots but would you mind send us log files as well so we can investigate what is the root cause of this issue?
You can simply send them by executing our log collector utility from this path C:\Program Files (x86)\AVAST Software\Avast Cleanup\tulogcollector.exe.
Just please add your email address there so we can join the logs with your report here.

Thank you!
Good morning,
even the software for creating the log returns an error, absurd.
I attach error file and txt file with log to video.
Title: Re: License activation problem
Post by: Stellarman on May 18, 2018, 03:45:37 PM
Hi,

we apologize for the inconveniences caused by our new license management component.

Thank you for the detailed report including the screenshots but would you mind send us log files as well so we can investigate what is the root cause of this issue?
You can simply send them by executing our log collector utility from this path C:\Program Files (x86)\AVAST Software\Avast Cleanup\tulogcollector.exe.
Just please add your email address there so we can join the logs with your report here.

Thank you!
Good morning,
even the software for creating the log returns an error, absurd.
I attach error file and txt file with log to video.

Hi,

seems that communication to our FTP server failed for some reason (maybe you have it blocked on Firewall or something prevents us from communicating with it).
Anyway could you please look for the file created by the utility (I will send you the exact path to private message in order to not expose you email address here on the forum) and then just send me the .zip archive as a reply?

Thank you very much!
Title: Re: License activation problem
Post by: REDACTED on May 18, 2018, 04:10:34 PM
Hi,

we apologize for the inconveniences caused by our new license management component.

Thank you for the detailed report including the screenshots but would you mind send us log files as well so we can investigate what is the root cause of this issue?
You can simply send them by executing our log collector utility from this path C:\Program Files (x86)\AVAST Software\Avast Cleanup\tulogcollector.exe.
Just please add your email address there so we can join the logs with your report here.

Thank you!
Good morning,
even the software for creating the log returns an error, absurd.
I attach error file and txt file with log to video.

Hi,

seems that communication to our FTP server failed for some reason (maybe you have it blocked on Firewall or something prevents us from communicating with it).
Anyway could you please look for the file created by the utility (I will send you the exact path to private message in order to not expose you email address here on the forum) and then just send me the .zip archive as a reply?

Thank you very much!
I send you email.
Title: Re: License activation problem
Post by: REDACTED on May 18, 2018, 04:24:34 PM
I attempted to order the 30-day free trial on May 15, 2018 but had problems with the download as well. (Order ID: 13760683638). Today, May 18, 2018 I received an email stating, "Thank you for ordering from AVAST Software s.r.o. through our authorized reseller, Digital River Inc., on May 15, 2018. We regret to inform you that we have not yet received your payment, and therefore your order has been canceled. We want you to protect yourself, so we have a Last Chance Discount for you. Complete your order now with a discount of up to 60% off."

1. Is the 30-day free trial actually a 3-day billed trial?
2. Really? Last chance discount of 60% off? Who is Avast's marketing person, a used car salesman? Classic bait-and-switch!
Title: Re: License activation problem
Post by: REDACTED on May 19, 2018, 12:04:17 PM
Hi,

we apologize for the inconveniences caused by our new license management component.

Thank you for the detailed report including the screenshots but would you mind send us log files as well so we can investigate what is the root cause of this issue?
You can simply send them by executing our log collector utility from this path C:\Program Files (x86)\AVAST Software\Avast Cleanup\tulogcollector.exe.
Just please add your email address there so we can join the logs with your report here.

Thank you!
Can you confirm if you received my log file or not as have not heard back from you.
Regards Bryan.
Title: Re: License activation problem
Post by: Asyn on May 19, 2018, 05:00:30 PM
Hi Bryan, the devs will be back on Monday.
Title: Re: License activation problem
Post by: Stellarman on May 21, 2018, 09:12:32 AM
Hi,

we apologize for the inconveniences caused by our new license management component.

Thank you for the detailed report including the screenshots but would you mind send us log files as well so we can investigate what is the root cause of this issue?
You can simply send them by executing our log collector utility from this path C:\Program Files (x86)\AVAST Software\Avast Cleanup\tulogcollector.exe.
Just please add your email address there so we can join the logs with your report here.

Thank you!
Can you confirm if you received my log file or not as have not heard back from you.
Regards Bryan.

Hi Bryan,

I can confirm that we've received the log files from you.
Thank you very much for sending them we are now trying to find out where is the problem.
Once we will be able to identify it we will start working on getting it fixed as soon as possible.
Please be patient, I will keep you informed about the progress.

Thank you.
Title: Re: License activation problem
Post by: REDACTED on May 21, 2018, 11:44:08 AM
Good morning,
I am always waiting for a solution to my problem.  >:( >:( >:( >:(
Title: Re: License activation problem
Post by: Stellarman on May 21, 2018, 12:42:25 PM
Good morning,
I am always waiting for a solution to my problem.  >:( >:( >:( >:(

Hi,

sorry but I didn't get any email from you up until now.

Nonetheless we are already working on a fix of the license activation problem and the update will be released in the upcoming days.
I will announce it here on the forum once it will be live.

Thank you for your cooperation.