Author Topic: Avast Clean Up Premium does not load up  (Read 4928 times)

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Offline Shad90564

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Avast Clean Up Premium does not load up
« on: January 01, 2018, 04:45:04 PM »
Recently I've purchased the application, but when I try to run it it doesn't even load up - the loading screen (swirling circle) never ends no matter how many hours I wait. What is the problem and how it can be resolved? Could someone please help me?

Offline rnjrupert

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Re: Avast Clean Up Premium does not load up
« Reply #1 on: January 01, 2018, 08:10:00 PM »
I don't know what the problem is but my advice to you is to not to use Cleanup Premium if you don't want to risk losing all your valuable and even use of your computer.  Just ask me why I know.  If you read many of the threads under that Cleanup Premium category you will see what I'm talking about.  I have been trying and trying to get my laptop back into operation and regain my files to no avail.  Avast has not been very helpful and I believe they don't know how to fix the situation.

Offline Stellarman

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Re: Avast Clean Up Premium does not load up
« Reply #2 on: January 02, 2018, 09:07:46 AM »
Recently I've purchased the application, but when I try to run it it doesn't even load up - the loading screen (swirling circle) never ends no matter how many hours I wait. What is the problem and how it can be resolved? Could someone please help me?

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 you 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 Shad90564

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Re: Avast Clean Up Premium does not load up
« Reply #3 on: January 02, 2018, 10:01:28 AM »
Recently I've purchased the application, but when I try to run it it doesn't even load up - the loading screen (swirling circle) never ends no matter how many hours I wait. What is the problem and how it can be resolved? Could someone please help me?

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 you 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!
Here's the log https://rg.to/file/47dd9415349c76c37cf705a88ffa3368/LogFilesWithReport.status.html
I really hope this can be fixed/resolved

Offline Stellarman

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Re: Avast Clean Up Premium does not load up
« Reply #4 on: January 02, 2018, 10:24:29 AM »
Thank you for such a prompt answer.

However we would need the files *.log located in c:\ProgramData\AVAST Software\Tuneup\log\

Could you please do it once more and grab all of the content from this folder?

Thank you!
« Last Edit: January 02, 2018, 10:26:30 AM by Stellarman »

Offline Shad90564

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Re: Avast Clean Up Premium does not load up
« Reply #5 on: January 02, 2018, 02:00:07 PM »
Thank you for such a prompt answer.

However we would need the files *.log located in c:\ProgramData\AVAST Software\Tuneup\log\

Could you please do it once more and grab all of the content from this folder?

Thank you!
Oh, Here it is then https://rg.to/file/0c2a62fb0c15f2cb605da3a781ff66f5/BugReport.log.html
I can't upload the other file (tuneupUI) - it says it's being used by an application
EDIT : I got around that - here's the other file https://rg.to/file/856d8bfcfec8cfe2103208e8f3d4135e/TuneupUI.log.html
« Last Edit: January 02, 2018, 02:08:26 PM by Shad90564 »

Offline Stellarman

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Re: Avast Clean Up Premium does not load up
« Reply #6 on: January 02, 2018, 02:17:55 PM »
Thank you for such a prompt answer.

However we would need the files *.log located in c:\ProgramData\AVAST Software\Tuneup\log\

Could you please do it once more and grab all of the content from this folder?

Thank you!
Oh, Here it is then https://rg.to/file/0c2a62fb0c15f2cb605da3a781ff66f5/BugReport.log.html
I can't upload the other file (tuneupUI) - it says it's being used by an application
EDIT : I got around that - here's the other file https://rg.to/file/856d8bfcfec8cfe2103208e8f3d4135e/TuneupUI.log.html

That's good but there is more than that in /log folder and we are interested in ALL logs because they are interconnected.
You could get them by simply selecting everything and then copying it somewhere else and packing it into a zip file (or some other archive for simplicity).

Could you please try it once more? We would really appreciate that!

Thank you.

Offline Shad90564

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Re: Avast Clean Up Premium does not load up
« Reply #7 on: January 02, 2018, 03:50:40 PM »
There are only those 3 files in that folder though
Screenshot: http://i103.fastpic.ru/big/2018/0102/ea/4472cc8b90e351e1f447ea008b9ce0ea.jpg

Offline Stellarman

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Re: Avast Clean Up Premium does not load up
« Reply #8 on: January 02, 2018, 04:00:01 PM »
There are only those 3 files in that folder though
Screenshot: http://i103.fastpic.ru/big/2018/0102/ea/4472cc8b90e351e1f447ea008b9ce0ea.jpg

I see now, thank you for sharing that.
Could you please 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.
Or uninstall the broken product and then install it again using the downloaded installation package?

Thank you!

Offline Shad90564

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Re: Avast Clean Up Premium does not load up
« Reply #9 on: January 02, 2018, 04:46:24 PM »
Doesn't help - it's still showing me only this swirling cicrcle
screenshot http://i99.fastpic.ru/big/2018/0102/44/d5477df4fac15a1f048aa67f3bb66244.jpg

I give up/ Is it at least possible to cancel the renewal ?
« Last Edit: January 02, 2018, 04:59:44 PM by Shad90564 »

Offline Stellarman

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Re: Avast Clean Up Premium does not load up
« Reply #10 on: January 03, 2018, 10:34:32 AM »
That's weird that it didn't help.

If you could look for the setup log here: c:\Users\<username>\AppData\Local\Temp\ we could find out why the reinstallation didn't work for you.
Cleanup setup log file name is something like this one: Setup Log 2018-01-03 #001.txt

Regarding the renewal you should have a confirmation email with a subject like Avast - Order Confirmation (Order #XXXXXXXX) in this email you have two important information Order ID and Password.
You can use these two to login here: http://www.avast.com/en-us/find-order where you can manage your subscription.

If you didn't get the email for some reason, please contact our support directly here: http://support.avast.com/ and they should help you to get it done.

Thank you.
« Last Edit: January 03, 2018, 10:38:52 AM by Stellarman »

Offline Shad90564

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Re: Avast Clean Up Premium does not load up
« Reply #11 on: January 03, 2018, 03:40:05 PM »
That's weird that it didn't help.

If you could look for the setup log here: c:\Users\<username>\AppData\Local\Temp\ we could find out why the reinstallation didn't work for you.
Cleanup setup log file name is something like this one: Setup Log 2018-01-03 #001.txt

Regarding the renewal you should have a confirmation email with a subject like Avast - Order Confirmation (Order #XXXXXXXX) in this email you have two important information Order ID and Password.
You can use these two to login here: http://www.avast.com/en-us/find-order where you can manage your subscription.

If you didn't get the email for some reason, please contact our support directly here: http://support.avast.com/ and they should help you to get it done.

Thank you.
Here's the setup log https://rg.to/file/6632cb228bbc7e48209361234415dd8a/Setup_Log_2018-01-02_#001.txt.html

I've contacted the support center about the ID, since I have the ID, but there was no password in those three e-mails (only order number (that's the ID I assume) and the activation key)

EDIT So, after going back and forth I was finaly able to get my renewal subscription canceled. Turned out to be quite complicated - there was nothing unusual for my ID not having a password since the order was being processed by a distributor company, so I had to contact them directly for this.
One less thing to worry about, - now if only that setup log can help find what's wrong with the application
« Last Edit: January 03, 2018, 05:43:10 PM by Shad90564 »