Author Topic: Explorer was corrupted after Avast Clean up installed  (Read 159 times)

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Offline tyarch0125

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Explorer was corrupted after Avast Clean up installed
« on: November 28, 2017, 03:38:48 PM »
I installed avast clean up into 2 of my PC. Fortunately, the desktop is still working. But laptop was completely not working.
I haven't activated making background and startup program sleeping function on my desktop, and I did it on my laptop.

Then, my laptop was dead.

Avast support in Japan does not function.  I need somebody's help to settle this....no idea what to do.... >:( >:(

Offline Stellarman

  • Avast team
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Re: Explorer was corrupted after Avast Clean up installed
« Reply #1 on: November 28, 2017, 05:20:32 PM »
Hi,

this is very unfortunate situation and we are sorry for that.

Could you please help us to investigate the issue by trying to reboot the computer to get into the Windows Safe mode (press F8 during the computer startup phase) and then collecting the Cleanup log files?

Log files are stored here: c:\ProgramData\AVAST Software\Tuneup\log\ and you could then upload it either to your favourite file share or you could use our FTP server ftp.avast.com/ftp/incoming/ (login: anonymous).

You can also try to open Windows Registry Editor and search for HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Image File Execution Options\explorer.exe registry key. If you will have there a key called "Debugger" which would lead to "C:\Program Files\AVAST Software\Avast Cleanup\autoreactivator.exe" you can delete that key to restore the explorer settings.
If such key won't be there then it is most likely not caused by the Sleep mode but that is something we would like to look into a bit deeper if you could provide us with the log files.

Thank you!