Author Topic: Avast Browser cleanup user interface does not work.  (Read 7420 times)

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Offline coecoec

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Avast Browser cleanup user interface does not work.
« on: May 08, 2013, 02:38:54 PM »
Hello.

Win7-64bits / Win firewall /Avast! Free - Registred / Defender declined
Can not get the browser cleanup to work.
Used aswclear and new install. of Avast! free.
But still the same message.
Any help ?


Offline Tomahawk

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Re: Avast Browser cleanup user interface does not work.
« Reply #1 on: May 08, 2013, 02:46:51 PM »
Hi!

You could download Avast Browser Cleanup here again:

http://files.avast.com/files/tools/avast-browser-cleanup.exe

Please, try to run this program again and give some feedback. There is no installation necessary!

Regards


Offline coecoec

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Re: Avast Browser cleanup user interface does not work.
« Reply #2 on: May 08, 2013, 03:03:06 PM »
Hello Tomahawk.

Thanks for your intervention.
I am sorry but, via this link, the same message appears.

Offline Tomahawk

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Re: Avast Browser cleanup user interface does not work.
« Reply #3 on: May 08, 2013, 03:51:13 PM »
Hi!

Could you please try to get a copy of the crash dump file?

The crash dump file can be found here:

C:\Users\<User>\AppData\Local\CrashDumps\BrowserCleanup.exe.<number>.dmp

The folder "AppData" is usually hidden in Windows Explorer. To resolve that either enable display of hidden files and folders in "Folder options" or type "%AppDATA" into the address bar of Windows Explorer and go back on level to "Local".

Please go to feedback.avast.com, then select "Report a problem".

Now enter a topic, e.g. "Browser Cleanup Crash in Windows 8" and click "Continue".
You probably now get a list with similar topics - please click "New Response" in that case.
Now you should see a form where you can enter your description and also have the option to attach a file.

Thank you in advance

Offline coecoec

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Re: Avast Browser cleanup user interface does not work.
« Reply #4 on: May 08, 2013, 04:12:02 PM »
Thanks Tomahawk.

No CrashDumps mentioned in the list.


Offline Tomahawk

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Re: Avast Browser cleanup user interface does not work.
« Reply #5 on: May 13, 2013, 03:14:15 PM »
Hi!

Thank you very much for your patience.  But we had a public holiday in Germany :D

Could you please send us the Browser Cleanup logfile for further analysis.

It can be usually found here:

Avast integrated version
%ProgramData%\Avast Software\Avast\log\Avast-Browser-Cleanup.log
(Just type %ProgramData% into the address bar of Windows Explorer)

Stand-alone version
%temp%\Avast-Browser-Cleanup.log
(Just type %temp% into the address bar of Windows Explorer)

Regards,
Dev-Team

Offline coecoec

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Re: Avast Browser cleanup user interface does not work.
« Reply #6 on: May 13, 2013, 03:25:27 PM »
Hey Tomahawk.
Good to see you back !
This could help ?


Offline Tomahawk

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Re: Avast Browser cleanup user interface does not work.
« Reply #7 on: May 14, 2013, 02:35:21 PM »
Hi!

OK, we need the dump file of your crash.

Please do the following steps if BrowserCleanup crashes on Windows Vista or Windows 7:

Enable automatic crash dumps on Windows Vista and Windows 7
  • Open RegEdit (Goto Start and type regedit)
  • Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting
  • Under Windows Error Reporting, create a new registry key named LocalDumps
You will find the dump file here:
C:\Users\<User>\AppData\Local\CrashDumps (Goto Start and type %LOCALAPPDATA%\CrashDumps).

The dump file will be named something like BrowserCleanup.exe.<number>.dmp.

Please, send this file to us.

Thank you very much in advance!
Dev-Team

Offline coecoec

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Re: Avast Browser cleanup user interface does not work.
« Reply #8 on: May 14, 2013, 04:14:49 PM »
Hi Tomahawk

Now i could find the crashdumps, but to large for attachments ?


What did i do wrong or another way to send it ?
Thanks.

Offline Tomahawk

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Re: Avast Browser cleanup user interface does not work.
« Reply #9 on: May 15, 2013, 08:57:40 AM »
Hi!

Thank you!

The best way should be compressing the dump file via 7z (you can download it for free here: http://www.7-zip.org/download.html)

After compressing you will get a much smaller file you could (hopefully) attach. The file should look like BrowserCleanup.exe.<number>.dmp.7z.

Waiting for your reply  :D

Tomahawk

Offline Tomahawk

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Re: Avast Browser cleanup user interface does not work.
« Reply #10 on: May 15, 2013, 09:28:42 AM »
Hi!

Another possibility is to post the dump file with a small description here: feedback.avast.com

Thank you in advance