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Consumer Products => Avast Cleanup => Topic started by: hanibabe on May 26, 2019, 03:39:50 PM

Title: MS Office and all office files unreachable
Post by: hanibabe on May 26, 2019, 03:39:50 PM

I'm running on Win7 and have MS Office 2016 (had as of now) I had Avast CleanUp Pro installed for 3 months, Put MS Office to Sleep to speed up my computer as the program suggested. After my 3 month free period of Cleanup Pro, I cancelled the subscription and uninstalled the program. Now I can't access my MS Office programs or any files I have created using it.

I am really furious. Thousands of files unaccessible plus MS Office Program itself completely unreachable. I only get an error message stating "Windows cannot find 'C:\Program Files (x86)\Microsoft Office\root\Office16\Winword.exe Make sure you typed the name correctly and then try again and the same error message appears when trying to access any file created with Office. All the files are still there, just unreachable because of your faulty program.

Since I already uninstalled your "program", I can't access any log files to give you any further information.

Any suggestions how to make my computer functional again?

Title: Re: MS Office and all office files unreachable
Post by: Stellarman on May 27, 2019, 10:38:18 AM

Quote from: hanibabe on May 26, 2019, 03:39:50 PM

I'm running on Win7 and have MS Office 2016 (had as of now) I had Avast CleanUp Pro installed for 3 months, Put MS Office to Sleep to speed up my computer as the program suggested. After my 3 month free period of Cleanup Pro, I cancelled the subscription and uninstalled the program. Now I can't access my MS Office programs or any files I have created using it.

I am really furious. Thousands of files unaccessible plus MS Office Program itself completely unreachable. I only get an error message stating "Windows cannot find 'C:\Program Files (x86)\Microsoft Office\root\Office16\Winword.exe Make sure you typed the name correctly and then try again and the same error message appears when trying to access any file created with Office. All the files are still there, just unreachable because of your faulty program.

Since I already uninstalled your "program", I can't access any log files to give you any further information.

Any suggestions how to make my computer functional again?

Hi,

this is a very unpleasant situation and we really apologize for it.

Since you don't have the product installed anymore it is quite tricky to resolve this however you could try this:

• Install Beta version (this will work even though you don't have a valid license anymore), you can download it here: http://tuneup.avast.tools.avcdn.net/tools/avast/betatuneup/avast_cleanup_setup.exe.
• Check the Background & startup programs to see whether there are any sleeping programs (namely MS Office) and if you will find them sleeping, wake them up manually one by one.
• This should resolve the situation for you so then you should be able to open MS Office files.
• Then you can safely uninstall the product again.

Please let us know whether it worked or not.

Meanwhile we are working on an script which will resolve such situations automatically in the future.

Thank you.

Title: Re: MS Office and all office files unreachable
Post by: hanibabe on May 27, 2019, 02:54:32 PM

This seems to have worked for me, so all good now. Followed your instructions and after uninstalling the beta version I restarted my computer and started Office without problems.
The program shouldn't act like it did though so it's good to hear you are working on this issue.

Thanks a lot for your help!

Title: Re: MS Office and all office files unreachable
Post by: Stellarman on May 28, 2019, 08:50:11 AM

Quote from: hanibabe on May 27, 2019, 02:54:32 PM

This seems to have worked for me, so all good now. Followed your instructions and after uninstalling the beta version I restarted my computer and started Office without problems.
The program shouldn't act like it did though so it's good to hear you are working on this issue.

Thanks a lot for your help!

Hi,

thank you for letting us know that this workaround resolved the issue for you.

We apologize once again for the inconveniences caused by our product.

Regards.

Title: Re: MS Office and all office files unreachable
Post by: dougthompson on October 04, 2019, 07:33:12 PM

Its not just MS Office that Avast destroys, your NATIVE INSTRUMENTS  investment will be wiped out as well. Over a £1000 of software and more in hardware have been rendered useless since  spring this year.

Title: Re: MS Office and all office files unreachable
Post by: bob3160 on October 04, 2019, 09:49:45 PM

Quote from: dougthompson on October 04, 2019, 07:33:12 PM

Its not just MS Office that Avast destroys, your NATIVE INSTRUMENTS  investment will be wiped out as well. Over a £1000 of software and more in hardware have been rendered useless since  spring this year.

A more detailed explanation might be of helpful. What you've posted might make you feel better but doesn't help resolve anything. Thanks

Title: Re: MS Office and all office files unreachable
Post by: Stellarman on October 07, 2019, 03:54:21 PM

Quote from: dougthompson on October 04, 2019, 07:33:12 PM

Its not just MS Office that Avast destroys, your NATIVE INSTRUMENTS  investment will be wiped out as well. Over a £1000 of software and more in hardware have been rendered useless since  spring this year.

Hi,

I am truly sorry for your troubles however as bob3160 I would need to know more information about what happened on your computer in order to be able to help you.

The best source of information would be our own log files.
You can simply send them by executing our log collector utility from this path C:\Program Files (x86)\AVAST Software\Avast Cleanup\tulogcollector.exe assuming that you have still Avast Cleanup installed on your computer.
Just please add your email address there so we can join the logs with your report here.

Thank you.