Author Topic: problem with avast cleanup premium  (Read 1942 times)

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Offline ALAIN152

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problem with avast cleanup premium
« on: December 29, 2017, 08:09:13 PM »
The disc turns indefinitely, without result?

Offline Stellarman

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Re: problem with avast cleanup premium
« Reply #1 on: January 02, 2018, 09:57:26 AM »
Hi,

this seems like the same issue which is being discussed here: https://forum.avast.com/index.php?topic=211768.0

could you please share the log files so we can look at them to be able to identify the root cause of your issue?

Log files are located in this folder: c:\ProgramData\AVAST Software\Tuneup\log\
And you can either upload them to a favourite file server of yours or you can use our public FTP server for the purpose: ftp.avast.com/ftp/incoming/ (login: anonymous).

Thank you!

Offline ALAIN152

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Re: problem with avast cleanup premium
« Reply #2 on: January 02, 2018, 11:01:12 AM »
Hello

I am sent to you the ziped logs on your ftp server.
File name: aa-electro@orange.fr
Password: virus

cordially

Offline Stellarman

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Re: problem with avast cleanup premium
« Reply #3 on: January 02, 2018, 12:32:57 PM »
Thank you for providing us with the log files.

We are going to take a look at it and fix it.
In case we would need more information we will contact you here.

Best regards!

Offline Stellarman

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Re: problem with avast cleanup premium
« Reply #4 on: January 02, 2018, 01:14:46 PM »
Hello

I am sent to you the ziped logs on your ftp server.
File name: aa-electro@orange.fr
Password: virus

cordially

Could you please provide us with the other log files from the log folder?
We would need all of them to be able to investigate the issue as it seems to be a problem within the service.

Then you could also try to reinstall the product using the installer here: https://www.avast.com/download-thank-you.php?product=CLP-01&locale=en-ww to see whether it resolves the issue.

Thank you.