Author Topic: Avast Cleanup Premium does not work and cannot be uninstalled.  (Read 2491 times)

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Offline mhguda

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Avast Cleanup Premium does not work and cannot be uninstalled.
« on: December 30, 2017, 12:42:13 PM »
After I ran the program for the first time, it found several errors that could only fixed if I bought a license. So, stupid me, I bought a license. Since then, the program does not go past the initialization window (black window with a white part circle).
After some days of waiting I finally got a response from Avast Support: to uninstall and reinstall the program. I even got a download link, and downloaded the install program. Then tried to uninstall the offending one. No dice. Setup gives me a window with Please wait while Avast Cleanup Premium is removed.... and then you could wait forever, as nothing at all is happening. And, of course, no answer from Support.
I'll be demanding a refund shortly. This really stinks.

Offline Stellarman

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Re: Avast Cleanup Premium does not work and cannot be uninstalled.
« Reply #1 on: January 02, 2018, 03:12:46 PM »
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 mhguda

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Re: Avast Cleanup Premium does not work and cannot be uninstalled.
« Reply #2 on: January 03, 2018, 03:32:49 PM »
There is a file called bugreport, which I have copied here:
[2017-12-22 21:20:25.022] [notice ] [bug_report ] [ 7976: 8016] Processing package type 0.
[2017-12-22 21:20:25.023] [warning] [settings   ] [ 7976: 8016] Did not find any values in file 'C:\ProgramData\AVAST Software\Tuneup\avast5.ini'
[2017-12-22 21:20:25.028] [notice ] [bug_report ] [ 7976: 8016] Processing package type 2.
[2017-12-22 21:20:25.028] [notice ] [bug_report ] [ 7976: 8016] Status file does not exist, supposing this is the first submit.
[2017-12-22 21:20:26.951] [notice ] [bug_report ] [ 7976: 8016] About to submit payload of type 2.1
[2017-12-22 21:20:27.766] [notice ] [bug_report ] [ 7976: 8016] * Metadata submitted and we don't want this payload. Marking as reported.
[2017-12-22 21:20:27.769] [notice ] [bug_report ] [ 7976: 8016] Logs report payload was NOT uploaded to server
[2017-12-23 10:27:59.471] [notice ] [bug_report ] [12340:13100] Processing package type 0.
[2017-12-23 10:27:59.511] [notice ] [bug_report ] [12340:13100] Processing package type 2.
[2017-12-23 10:27:59.536] [notice ] [bug_report ] [12340:13100] Nothing was sent, logs report send interval not yet reached.
[2017-12-23 16:17:04.372] [notice ] [bug_report ] [11980:11680] Processing package type 0.
[2017-12-23 16:17:04.403] [notice ] [bug_report ] [11980:11680] Processing package type 2.
[2017-12-23 16:17:04.404] [notice ] [bug_report ] [11980:11680] Nothing was sent, logs report send interval not yet reached.
[2017-12-23 21:02:36.762] [notice ] [bug_report ] [10784: 8588] Processing package type 0.
[2017-12-23 21:02:36.806] [notice ] [bug_report ] [10784: 8588] Processing package type 2.
[2017-12-23 21:02:36.807] [notice ] [bug_report ] [10784: 8588] Nothing was sent, logs report send interval not yet reached.
[2017-12-24 11:07:01.209] [notice ] [bug_report ] [12572:12860] Processing package type 0.
[2017-12-24 11:07:01.241] [notice ] [bug_report ] [12572:12860] Processing package type 2.
[2017-12-24 11:07:01.242] [notice ] [bug_report ] [12572:12860] Nothing was sent, logs report send interval not yet reached.
[2017-12-24 15:42:10.488] [notice ] [bug_report ] [ 5984: 9428] Processing package type 0.
[2017-12-24 15:42:10.559] [notice ] [bug_report ] [ 5984: 9428] About to submit payload of type 1.4
[2017-12-24 15:42:10.571] [warning] [bug_report ] [ 5984: 9428] * Payload name was not set.
[2017-12-24 15:42:11.124] [notice ] [bug_report ] [ 5984: 9428] * Metadata submitted and we don't want this payload. Marking as reported.
[2017-12-24 15:42:11.139] [warning] [streamback ] [ 5984: 9428] StreambackAvast destroyed without calling Close().
[2017-12-24 15:42:11.139] [error  ] [bug_report ] [ 5984: 9428] Payload upload failed
                                                                Exception: Empty response
                                                                Code: 0x0000000d (13)
[2017-12-24 15:42:11.140] [notice ] [bug_report ] [ 5984: 9428] Payload was not submitted.
[2017-12-24 15:42:11.147] [notice ] [bug_report ] [ 5984: 9428] About to submit payload of type 1.2
[2017-12-24 15:42:11.168] [warning] [bug_report ] [ 5984: 9428] * Payload name was not set.
[2017-12-24 15:42:11.533] [notice ] [bug_report ] [ 5984: 9428] * Metadata submitted and we don't want this payload. Marking as reported.
[2017-12-24 15:42:11.537] [warning] [streamback ] [ 5984: 9428] StreambackAvast destroyed without calling Close().
[2017-12-24 15:42:11.537] [error  ] [bug_report ] [ 5984: 9428] Payload upload failed
                                                                Exception: Empty response
                                                                Code: 0x0000000d (13)
[2017-12-24 15:42:11.537] [notice ] [bug_report ] [ 5984: 9428] Payload was not submitted.
[2017-12-24 15:42:11.540] [notice ] [bug_report ] [ 5984: 9428] Processing package type 2.
[2017-12-24 15:42:11.541] [notice ] [bug_report ] [ 5984: 9428] Nothing was sent, logs report send interval not yet reached.
[2017-12-24 16:33:22.533] [notice ] [bug_report ] [ 5632: 4448] Processing package type 0.
[2017-12-24 16:33:22.582] [notice ] [bug_report ] [ 5632: 4448] Processing package type 2.
[2017-12-24 16:33:22.584] [notice ] [bug_report ] [ 5632: 4448] Nothing was sent, logs report send interval not yet reached.
[2017-12-25 04:33:22.204] [notice ] [bug_report ] [ 7000:11784] Processing package type 0.
[2017-12-25 04:33:22.254] [notice ] [bug_report ] [ 7000:11784] Processing package type 2.
[2017-12-25 04:33:22.255] [notice ] [bug_report ] [ 7000:11784] Nothing was sent, logs report send interval not yet reached.
[2017-12-25 11:14:49.599] [notice ] [bug_report ] [ 2368:10500] Processing package type 0.
[2017-12-25 11:14:49.634] [notice ] [bug_report ] [ 2368:10500] Processing package type 2.
[2017-12-25 11:14:49.635] [notice ] [bug_report ] [ 2368:10500] Nothing was sent, logs report send interval not yet reached.
[2017-12-25 16:33:33.342] [notice ] [bug_report ] [ 1536:12672] Processing package type 0.
[2017-12-25 16:33:33.376] [notice ] [bug_report ] [ 1536:12672] Processing package type 2.
[2017-12-25 16:33:33.377] [notice ] [bug_report ] [ 1536:12672] Nothing was sent, logs report send interval not yet reached.
[2017-12-26 04:33:23.523] [notice ] [bug_report ] [11980: 7392] Processing package type 0.
[2017-12-26 04:33:23.545] [notice ] [bug_report ] [11980: 7392] Processing package type 2.
[2017-12-26 04:33:23.546] [notice ] [bug_report ] [11980: 7392] Nothing was sent, logs report send interval not yet reached.
[2017-12-26 10:56:23.679] [notice ] [bug_report ] [12516:12436] Processing package type 0.
[2017-12-26 10:56:23.712] [notice ] [bug_report ] [12516:12436] Processing package type 2.
[2017-12-26 10:56:23.713] [notice ] [bug_report ] [12516:12436] Nothing was sent, logs report send interval not yet reached.
[2017-12-26 16:33:22.815] [notice ] [bug_report ] [  652:13056] Processing package type 0.
[2017-12-26 16:33:22.849] [notice ] [bug_report ] [  652:13056] Processing package type 2.
[2017-12-26 16:33:22.849] [notice ] [bug_report ] [  652:13056] Nothing was sent, logs report send interval not yet reached.
[2017-12-27 10:58:32.881] [notice ] [bug_report ] [15236:15240] Processing package type 0.
[2017-12-27 10:58:32.913] [notice ] [bug_report ] [15236:15240] Processing package type 2.
[2017-12-27 10:58:32.914] [notice ] [bug_report ] [15236:15240] Nothing was sent, logs report send interval not yet reached.
[2017-12-27 16:33:22.767] [notice ] [bug_report ] [ 4604: 3100] Processing package type 0.
[2017-12-27 16:33:22.801] [notice ] [bug_report ] [ 4604: 3100] Processing package type 2.
[2017-12-27 16:33:22.803] [notice ] [bug_report ] [ 4604: 3100] Nothing was sent, logs report send interval not yet reached.
[2017-12-28 02:05:01.676] [notice ] [bug_report ] [ 4836: 1976] Processing package type 0.
[2017-12-28 02:05:01.709] [notice ] [bug_report ] [ 4836: 1976] Processing package type 2.
[2017-12-28 02:05:01.710] [notice ] [bug_report ] [ 4836: 1976] Nothing was sent, logs report send interval not yet reached.
[2017-12-28 03:03:48.590] [notice ] [bug_report ] [11648: 5488] Processing package type 0.
[2017-12-28 03:03:48.635] [notice ] [bug_report ] [11648: 5488] Processing package type 2.
[2017-12-28 03:03:48.636] [notice ] [bug_report ] [11648: 5488] Nothing was sent, logs report send interval not yet reached.
[2017-12-28 10:42:07.293] [notice ] [bug_report ] [12992:12932] Processing package type 0.
[2017-12-28 10:42:07.360] [notice ] [bug_report ] [12992:12932] Processing package type 2.
[2017-12-28 10:42:07.361] [notice ] [bug_report ] [12992:12932] Nothing was sent, logs report send interval not yet reached.
[2017-12-28 16:33:22.547] [notice ] [bug_report ] [ 7756:11836] Processing package type 0.
[2017-12-28 16:33:22.581] [notice ] [bug_report ] [ 7756:11836] Processing package type 2.
[2017-12-28 16:33:22.582] [notice ] [bug_report ] [ 7756:11836] Nothing was sent, logs report send interval not yet reached.
[2017-12-28 23:42:16.990] [notice ] [bug_report ] [12584:12580] Processing package type 0.
[2017-12-28 23:42:17.134] [notice ] [bug_report ] [12584:12580] About to submit payload of type 1.4
[2017-12-28 23:42:17.134] [warning] [bug_report ] [12584:12580] * Payload name was not set.
[2017-12-28 23:42:17.738] [notice ] [bug_report ] [12584:12580] * Metadata submitted and we don't want this payload. Marking as reported.
[2017-12-28 23:42:17.753] [warning] [streamback ] [12584:12580] StreambackAvast destroyed without calling Close().
[2017-12-28 23:42:17.753] [error  ] [bug_report ] [12584:12580] Payload upload failed
                                                                Exception: Empty response
                                                                Code: 0x0000000d (13)
[2017-12-28 23:42:17.754] [notice ] [bug_report ] [12584:12580] Payload was not submitted.
[2017-12-28 23:42:17.762] [notice ] [bug_report ] [12584:12580] About to submit payload of type 1.2
[2017-12-28 23:42:17.762] [warning] [bug_report ] [12584:12580] * Payload name was not set.
[2017-12-28 23:42:18.215] [notice ] [bug_report ] [12584:12580] * Metadata submitted and we don't want this payload. Marking as reported.
[2017-12-28 23:42:18.219] [warning] [streamback ] [12584:12580] StreambackAvast destroyed without calling Close().
[2017-12-28 23:42:18.219] [error  ] [bug_report ] [12584:12580] Payload upload failed
                                                                Exception: Empty response
                                                                Code: 0x0000000d (13)
[2017-12-28 23:42:18.219] [notice ] [bug_report ] [12584:12580] Payload was not submitted.
[2017-12-28 23:42:18.227] [notice ] [bug_report ] [12584:12580] About to submit payload of type 1.2
[2017-12-28 23:42:18.227] [warning] [bug_report ] [12584:12580] * Payload name was not set.
[2017-12-28 23:42:18.636] [notice ] [bug_report ] [12584:12580] * Metadata submitted and we don't want this payload. Marking as reported.
[2017-12-28 23:42:18.650] [warning] [streamback ] [12584:12580] StreambackAvast destroyed without calling Close().
[2017-12-28 23:42:18.651] [error  ] [bug_report ] [12584:12580] Payload upload failed
                                                                Exception: Empty response
                                                                Code: 0x0000000d (13)
[2017-12-28 23:42:18.651] [notice ] [bug_report ] [12584:12580] Payload was not submitted.
[2017-12-28 23:42:18.656] [notice ] [bug_report ] [12584:12580] Processing package type 2.
[2017-12-28 23:42:18.657] [notice ] [bug_report ] [12584:12580] Nothing was sent, logs report send interval not yet reached.
[2017-12-29 01:06:26.568] [notice ] [bug_report ] [13612:13616] Processing package type 0.
[2017-12-29 01:06:26.607] [notice ] [bug_report ] [13612:13616] Processing package type 2.
[2017-12-29 01:06:26.608] [notice ] [bug_report ] [13612:13616] Nothing was sent, logs report send interval not yet reached.
[2017-12-29 10:42:59.083] [notice ] [bug_report ] [12520:12364] Processing package type 0.
[2017-12-29 10:42:59.133] [notice ] [bug_report ] [12520:12364] Processing package type 2.
[2017-12-29 10:42:59.134] [notice ] [bug_report ] [12520:12364] Nothing was sent, logs report send interval not yet reached.
[2017-12-29 16:33:22.554] [notice ] [bug_report ] [12876: 4440] Processing package type 0.
[2017-12-29 16:33:22.591] [notice ] [bug_report ] [12876: 4440] Processing package type 2.
[2017-12-29 16:33:22.592] [notice ] [bug_report ] [12876: 4440] Nothing was sent, logs report send interval not yet reached.
[2017-12-30 11:05:01.325] [notice ] [bug_report ] [13348:13352] Processing package type 0.
[2017-12-30 11:05:01.360] [notice ] [bug_report ] [13348:13352] Processing package type 2.
[2017-12-30 11:05:01.845] [notice ] [bug_report ] [13348:13352] About to submit payload of type 2.1
[2017-12-30 11:05:02.167] [notice ] [bug_report ] [13348:13352] * Metadata submitted and we don't want this payload. Marking as reported.
[2017-12-30 11:05:02.182] [notice ] [bug_report ] [13348:13352] Logs report payload was NOT uploaded to server
[2017-12-30 16:33:22.625] [notice ] [bug_report ] [ 6256: 1796] Processing package type 0.
[2017-12-30 16:33:22.659] [notice ] [bug_report ] [ 6256: 1796] Processing package type 2.
[2017-12-30 16:33:22.660] [notice ] [bug_report ] [ 6256: 1796] Nothing was sent, logs report send interval not yet reached.
[2017-12-31 11:08:12.773] [notice ] [bug_report ] [14040:13952] Processing package type 0.
[2017-12-31 11:08:12.808] [notice ] [bug_report ] [14040:13952] Processing package type 2.
[2017-12-31 11:08:12.809] [notice ] [bug_report ] [14040:13952] Nothing was sent, logs report send interval not yet reached.
[2017-12-31 16:33:23.086] [notice ] [bug_report ] [ 3200: 7580] Processing package type 0.
[2017-12-31 16:33:23.124] [notice ] [bug_report ] [ 3200: 7580] Processing package type 2.
[2017-12-31 16:33:23.125] [notice ] [bug_report ] [ 3200: 7580] Nothing was sent, logs report send interval not yet reached.
[2018-01-01 13:20:52.944] [notice ] [bug_report ] [ 4116: 9944] Processing package type 0.
[2018-01-01 13:20:52.979] [notice ] [bug_report ] [ 4116: 9944] Processing package type 2.
[2018-01-01 13:20:52.980] [notice ] [bug_report ] [ 4116: 9944] Nothing was sent, logs report send interval not yet reached.
[2018-01-01 16:33:22.580] [notice ] [bug_report ] [14964:12296] Processing package type 0.
[2018-01-01 16:33:22.614] [notice ] [bug_report ] [14964:12296] Processing package type 2.
[2018-01-01 16:33:22.614] [notice ] [bug_report ] [14964:12296] Nothing was sent, logs report send interval not yet reached.
[2018-01-02 12:51:27.531] [notice ] [bug_report ] [ 9500: 9492] Processing package type 0.
[2018-01-02 12:51:27.590] [notice ] [bug_report ] [ 9500: 9492] Processing package type 2.
[2018-01-02 12:51:27.591] [notice ] [bug_report ] [ 9500: 9492] Nothing was sent, logs report send interval not yet reached.
[2018-01-02 16:33:22.867] [notice ] [bug_report ] [11280: 5924] Processing package type 0.
[2018-01-02 16:33:22.901] [notice ] [bug_report ] [11280: 5924] Processing package type 2.
[2018-01-02 16:33:22.902] [notice ] [bug_report ] [11280: 5924] Nothing was sent, logs report send interval not yet reached.
[2018-01-03 10:57:48.579] [notice ] [bug_report ] [14204:14208] Processing package type 0.
[2018-01-03 10:57:48.602] [notice ] [bug_report ] [14204:14208] Processing package type 2.
[2018-01-03 10:57:48.603] [notice ] [bug_report ] [14204:14208] Nothing was sent, logs report send interval not yet reached.

There is another such file, I have attached it, plus two others. There are more memory dumps, of a few days earlier. Hope this serves? I have given the two status files a temporary .log extension. It can just be removed again.

Offline Stellarman

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Re: Avast Cleanup Premium does not work and cannot be uninstalled.
« Reply #3 on: January 04, 2018, 09:48:23 AM »
Hi,

as I already replied here: https://forum.avast.com/index.php?topic=212627.0

Have you restarted the computer after the installation was finished or some time after that?

Also if you would be so kind and try to reinstall it once more with the latest Beta build from here: http://tuneup.avast.tools.avcdn.net/tools/avast/betatuneup/avast_cleanup_setup.exe and then provide us with the setup log file.
Setup log could be find 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.

The reason is that there is an additional logging implemented in the latest Beta build related specifically to the application service because this problem is most likely caused by the fact that the service could not be started for some reason.

Do you have a software on your computer which might somehow prevent our service from starting like a specific AV or something like that?

Thank you!

Offline mhguda

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Re: Avast Cleanup Premium does not work and cannot be uninstalled.
« Reply #4 on: January 04, 2018, 12:22:01 PM »
This finally worked! It installed Cleanup without removing anything earlier, and started it. When I started it, Setup exited with an error, but the error message was clear: it said the CreateProcess failed with error 740, and the requested operation requires elevation. So I clicked the shortcut and clicked Run as administrator and Bingo! Finally it does start. And scans the system.
So I will try to make it so TuneupUI.exe has Admin privileges every time it starts... it would be nice if Avast had built that into the setup?