Avast WEBforum

Consumer Products => Avast Cleanup => Topic started by: kanati@gmail.com on October 05, 2018, 09:45:08 PM

Title: Maintenance Scan Will Not Finish
Post by: kanati@gmail.com on October 05, 2018, 09:45:08 PM
All scans finish except "System Junk" which I left running in the latest case for 24 hours and it never finishes. 

(https://imgur.com/PY8NiBX)

img tag doesn't appear to work...    https://imgur.com/PY8NiBX

Any ideas?
Title: Re: Maintenance Scan Will Not Finish
Post by: tbarrett5612 on October 06, 2018, 01:58:47 AM
I've been having the same problem. The dashboard says I'm at 100% tune up; but the Free Up space / System Junk section has been stuck at 50% for about 7 hours now.

 
Title: Re: Maintenance Scan Will Not Finish
Post by: kanati@gmail.com on October 06, 2018, 03:50:19 AM
Yeah the software is pretty much unusable at this point.  Fix problems is the only thing that completed.  Everything else is hung up.  If I can't scan within a reasonable amount of time then the software is no good to me and I'll be uninstalling it.
Title: Re: Maintenance Scan Will Not Finish
Post by: Yohamnes on October 08, 2018, 10:08:38 AM
We really sorry that you are experiencing this problems. In the last version our product is calling some Windows libraries to clean Update files. In some cases this could take until 10 minutes. In theory you could experiment the same behavior if you call directly the same Windows functionalities. If the delay is so long we could have also a problem on our side. To help us to identify why this is happening, you could provide the log files in "%ALLUSERSPROFILE%\AVAST Software\Tuneup\log"
Thanks very much
Title: Re: Maintenance Scan Will Not Finish
Post by: kanati@gmail.com on October 08, 2018, 09:17:11 PM
For what it's worth, I installed the latest version from the pinned post and the problem went away.  But the program as originally downloaded after purchase would not work.
Title: Re: Maintenance Scan Will Not Finish
Post by: hersheysandhu@gmail.com on October 08, 2018, 11:57:55 PM
I've also been having the same problem where my system junk completion percentage is always stuck at 78%.
Title: Re: Maintenance Scan Will Not Finish
Post by: onefatbiker on October 10, 2018, 11:13:40 PM
i have the same problem the maintenance scan stops at 87% and i cant do anything else
Title: Re: Maintenance Scan Will Not Finish
Post by: Stellarman on October 11, 2018, 09:41:20 AM
Hello,

we are really sorry that you have troubles with finishing the scan.

In order to be able to help you I would like to ask you to send the log files so we can investigate where the problem is.
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 on the forum.

Thank you.
Title: Re: Maintenance Scan Will Not Finish
Post by: philipn123@outlook.com on October 20, 2018, 06:44:20 PM
I have the same problem. Installed it yesterday and it has completely screwed up my PC. Scans keep running and I can't access anything. Absolute nightmare, I'm going to attempt to uninstall it.
Title: Re: Maintenance Scan Will Not Finish
Post by: mitchlt87@gmail.com on November 11, 2018, 11:27:41 PM
I am having the same issue as these users, I am even stuck at the exact same percentage as 'onefatbiker'. Is there any fix yet? Not helpful to have a program that gets locked up and can therefore not do it's job.
Title: Re: Maintenance Scan Will Not Finish
Post by: DavidR on November 12, 2018, 12:54:09 AM
I have the same problem. Installed it yesterday and it has completely screwed up my PC. Scans keep running and I can't access anything. Absolute nightmare, I'm going to attempt to uninstall it.

I am having the same issue as these users, I am even stuck at the exact same percentage as 'onefatbiker'. Is there any fix yet? Not helpful to have a program that gets locked up and can therefore not do it's job.

Guys it would be helpful if you also do as Stellarman (Avast Team) asked of onefatbiker.

<snip>
In order to be able to help you I would like to ask you to send the log files so we can investigate where the problem is.
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 on the forum.

Thank you.

Title: Re: Maintenance Scan Will Not Finish
Post by: Stellarman on November 12, 2018, 08:16:06 AM
Hello everyone,

we've made a couple fixes in the latest version (18.2.5964) which should prevent this situation from happening.
Please wait until your product is updated to this version, try it again and let me know if you still experience this issue.

Thank you for your cooperation.
Title: Re: Maintenance Scan Will Not Finish
Post by: victornp@gmail.com on November 18, 2018, 10:18:17 AM
Hello everyone,

we've made a couple fixes in the latest version (18.2.5964) which should prevent this situation from happening.
Please wait until your product is updated to this version, try it again and let me know if you still experience this issue.

Thank you for your cooperation.

Hello,

Unfortunately even with the latest version the problem persists.

Scan for System Junk stucks at 50% and never finishes.

I am sorry, but I am a bit disappointed that with a 1 year paid subscription the product is not useable for 1.5 months now except for browser cleaning.

Can you give us any ETA when you actually fix the product please?

Thank you,
Title: Re: Maintenance Scan Will Not Finish
Post by: Asyn on November 18, 2018, 10:34:40 AM
Follow the instructions from Stellarman in Reply #7.
Title: Re: Maintenance Scan Will Not Finish
Post by: matthewborlik@gmail.com on November 25, 2018, 01:14:21 AM
Having the same problem as everyone else. All scans except "System Junk" work fine. But "System Junk" scans get hung up at exactly 50%. I've uninstalled and reinstalled. I'm using the most up-to-date version (18.2 5964). This has been happening for months, making the program worthless.

As requested by the moderator, logs have been sent using the tulogcollector.exe
Title: Re: Maintenance Scan Will Not Finish
Post by: Stellarman on November 26, 2018, 09:37:25 AM
Hi,

we apologize for the ongoing problem with System Junk scan.

Thank you all for sharing the valuable log files, we will take a look at them and try to find the root cause of this issue.

I will keep you informed about the progress.

Best regards!
Title: Re: Maintenance Scan Will Not Finish
Post by: jpkellum5@gmail.com on November 26, 2018, 06:36:43 PM
Is there a potential for a refund, then? Purchasing cleanup premium to help maintain my computer and then not being able to use the service I paid for... Not fun. This issue has been uniquely obnoxious. By the time anyone reads this, I will have sent logs via e-mail too. Is it possible for us to at least get an extension on our allotted time for cleanup premium post fix?

Thank you for your time

Title: Re: Maintenance Scan Will Not Finish
Post by: Stellarman on November 28, 2018, 09:16:03 AM
Is there a potential for a refund, then? Purchasing cleanup premium to help maintain my computer and then not being able to use the service I paid for... Not fun. This issue has been uniquely obnoxious. By the time anyone reads this, I will have sent logs via e-mail too. Is it possible for us to at least get an extension on our allotted time for cleanup premium post fix?

Thank you for your time

Hi,

I asked our customer support what are the options and you can either wait until we will fix the issue entirely and then ask the customer support for the retrospective extension of your existing license based on how long you waited for the fix or you can ask for refund right away and then you can purchase the product again once it will be fixed (if you will be still interested) and ask the customer support for a discount.

If you are interested in refund, please navigate here: https://support.avast.com/en-ww/contact/sales_refund?c=true (https://support.avast.com/en-ww/contact/sales_refund?c=true)
In other cases you could contact our customer support here: https://support.avast.com/en-ww/contact/sales?c=true (https://support.avast.com/en-ww/contact/sales?c=true)

Best regards,
Avast Cleanup team.
Title: Re: Maintenance Scan Will Not Finish
Post by: sancoils@gmail.com on December 07, 2018, 10:22:54 AM
After performing the first scan Cleanup has been useless since. Nothing works and, (like others) the system junk scan is stuck at 50%. The main scan is showing a number of problems but refuses to fix them. Have just read this forum and sent off the log as requested in previous replies so what now? Can someone tell me how long it takes to get a reply and/or a fix?

Thanks.
Title: Re: Maintenance Scan Will Not Finish
Post by: tbarrett5612 on December 09, 2018, 01:28:24 AM
Still getting stuck at 50%. Logs have been sent; I hope this gets resolved soon.
Title: Re: Maintenance Scan Will Not Finish
Post by: Dawnthief on December 12, 2018, 11:56:35 PM
I am having the same issues as the others and I am really seeing nothing being done about it.

Some kind of timeline would be nice as to when this issue will be resolved.
Title: Re: Maintenance Scan Will Not Finish
Post by: jmgallego on December 23, 2018, 12:32:59 AM
I am having the same issues as the others and I am really seeing nothing being done about it.

Some kind of timeline would be nice as to when this issue will be resolved.

Same here...
Title: Re: Maintenance Scan Will Not Finish
Post by: ednuncor on December 26, 2018, 11:02:29 PM
Sending logs as well, same exact issue.
Title: Re: Maintenance Scan Will Not Finish
Post by: mmcaly1 on January 09, 2019, 10:59:07 PM
I am having this same issue.  I even uninstalled the previous windows 10 version (windows.old) and this problem persists.
This makes the software worthless.
I am wondering if you guys are doing anything as I see in the forum that you have not resolved this issue, at all, for months.
Title: Re: Maintenance Scan Will Not Finish
Post by: Stellarman on January 10, 2019, 03:55:43 PM
Hello everyone,

sorry for the long inactivity in this thread however I hope I have a good news for you.

This issue will be fixed in the upcoming version (18.3).

If you don't want to wait for its release (second half of January) then I would recommend you to download and install Beta version of 18.3 which will be later on automatically updated to the release version.
You can download it here:
Avast Cleanup Premium - http://tuneup.avast.tools.avcdn.net/tools/avast/betatuneup/avast_cleanup_setup.exe (http://tuneup.avast.tools.avcdn.net/tools/avast/betatuneup/avast_cleanup_setup.exe)
AVG TuneUp - http://tuneup.avg.tools.avcdn.net/tools/avg/betatuneup/avg_tuneup_setup.exe. (http://tuneup.avg.tools.avcdn.net/tools/avg/betatuneup/avg_tuneup_setup.exe.)

If the problem still persists even after updating to the 18.3 version (either Beta or the release one), please write it down here into this thread and send us log files.

Thank you for you cooperation.
Title: Re: Maintenance Scan Will Not Finish
Post by: dan317 on February 07, 2019, 11:03:48 PM
My father has been having this issue on his computer since we installed it on his computer. I just updated avast today and still the problem persists even after rebooting and confirming it is up to date.
Title: Re: Maintenance Scan Will Not Finish
Post by: chris1097 on January 12, 2020, 12:19:40 PM
Try running CK disk and it should fix the problem.  Avast seems to hang up when there are disk errors. Use the disk scan feature first, then the problem should clear.  :)
Title: Re: Maintenance Scan Will Not Finish
Post by: Brian639 on March 09, 2020, 01:57:17 AM
So this is really annoying! HAs any solution been given for the system junk scan holdup. This prevents the maintenance scan from completing the repair I need to broken registry. Can you give us a temporary link for registry repair? Please.
Title: Re: Maintenance Scan Will Not Finish
Post by: natlec on April 01, 2020, 06:44:22 AM
I notice this problem started in 2018 and there seems the problem has not been fixed. It is now March 2020 and I have been having this issue for the past several months and is becoming quite frustrating I have sent the logs 4 times over the past 2 months but still have the same problem> I have been a customer of Avast for many years and expect better service to this problem then what is happening   >:( >:(