Cleanup stuck on 'loading'.

[REDACTED]

Hello.
I saw another thread about potentially the same problem, but no resolution, and didn't want to hijack the thread just in case I've a different problem.
My Cleanup Premium is stuck on the loading circle (https://i.imgur.com/WNHOmNI.png if you must see, it's just a loading circle) and I need to access some of the changes I made to speed up my PC to revert a couple things.

I'm currently backing up files for a Windows reinstall. I was trying to repair a plethora of troubles plaguing my PC, and I've decided I'm wasting my effort on it, so I want to just do a reinstall and upgrade to Win10 from Win7 finally. I do have a large number of things to back up, however, and a few changes I made in Cleanup Premium while trying to fix are making it not possible to run a couple things that will make this process a lot easier. I'd try a reinstall of Cleanup Premium, if I were sure I'd be able to fix things I've done in the current install.

Here's a Google Drive folder with logs from my log folder:
https://drive.google.com/open?id=1jN2dnxXDTJT16XAGZak7UfEctbA-gwBW
event_manager.log not included, because it's blank.

[REDACTED]

Hello.
I saw another thread about potentially the same problem, but no resolution, and didn't want to hijack the thread just in case I've a different problem.
My Cleanup Premium is stuck on the loading circle (https://i.imgur.com/WNHOmNI.png if you must see, it's just a loading circle) and I need to access some of the changes I made to speed up my PC to revert a couple things.

I'm currently backing up files for a Windows reinstall. I was trying to repair a plethora of troubles plaguing my PC, and I've decided I'm wasting my effort on it, so I want to just do a reinstall and upgrade to Win10 from Win7 finally. I do have a large number of things to back up, however, and a few changes I made in Cleanup Premium while trying to fix are making it not possible to run a couple things that will make this process a lot easier. I'd try a reinstall of Cleanup Premium, if I were sure I'd be able to fix things I've done in the current install.

Here's a Google Drive folder with logs from my log folder:
https://drive.google.com/open?id=1jN2dnxXDTJT16XAGZak7UfEctbA-gwBW
event_manager.log not included, because it's blank.

Hello I have de same issue, cleanup get stuck on loading cicle. I have never use it. I brought the extension on the 20th of junuary and was never able to use it since then. I've tried to restart my computer several times without any success.... If anyone can help.... thanks in advance.

[REDACTED]

 
Hi guys. Been an Avast user for years and decided for PC optimization sake I'd add on the clean up. Behold! I am encountering the same problem and it's frustrating given the money I've spent for the add on. Would like to see how others have resolved this 'freeze on loading circle' issue myself.

[Pako7]

hope you will get help soon ...but maybe you could try repairing it ..maybe it would work am just suggesting ...dont know anything

[REDACTED]

I,m experiencing the same problem ... cannot load the program ... Cleanup doesn´t work ... what should I do?

[Kristína28]

Hello,

I'm sorry to hear that you are occurring such problem! This problem should be fixed in the newest update of Cleanup Premium so I suggest you to re-install it. Here is a download link, where you can download the newest version of Cleanup: https://www.avast.com/download-thank-you.php?product=CLP-01&locale=en-ww

I hope it helps!

K.

[REDACTED]

Hello,

I'm sorry to hear that you are occurring such problem! This problem should be fixed in the newest update of Cleanup Premium so I suggest you to re-install it. Here is a download link, where you can download the newest version of Cleanup: https://www.avast.com/download-thank-you.php?product=CLP-01&locale=en-ww

I hope it helps!

K.

Dear K., I installed today the cleanup Premium version and now my desktop doesn't open a office, PDF .. etc etc .. I tried to remove the "suspension programs" from otimization and I can't remove the programs speed up process. Please help me, I need this computer to work.

[REDACTED]

Hi guys. it looks like I am not alone with this issue. I have been an Avast user for years and decided for PC optimization sake I'd added the clean up preinum. Behold! I am encountering the same problem and it's frustrating given the money I've spent for the add on. Would like to see how others have resolved this 'freeze on loading circle' issue myself.

I also tired rebooting my PC several times and entered in the activation code emailed to me, I just get "Incorrect activation code" error. I contacted support, they are in Czech Republic. My issue was sent to next level support, all communication is via email and very frustrating because of the time difference and that I work.
I was told the issue could be a setting in the router which to me does not make sense since my Avast Internet Security is working just fine.

I have lost my money on this add-in which does not work in my book, I am done!!!!

[Stellarman]

Hi guys. it looks like I am not alone with this issue. I have been an Avast user for years and decided for PC optimization sake I'd added the clean up preinum. Behold! I am encountering the same problem and it's frustrating given the money I've spent for the add on. Would like to see how others have resolved this 'freeze on loading circle' issue myself.

I also tired rebooting my PC several times and entered in the activation code emailed to me, I just get "Incorrect activation code" error. I contacted support, they are in Czech Republic. My issue was sent to next level support, all communication is via email and very frustrating because of the time difference and that I work.
I was told the issue could be a setting in the router which to me does not make sense since my Avast Internet Security is working just fine.

I have lost my money on this add-in which does not work in my book, I am done!!!!

Hi,

we are really sorry that you have this issue which is preventing you from using our application and we apologize for that.
In order to be able to help you we would need to check a few things.

Could you please check the registry for the Cleanup version? It should be available here: Computer\HKEY_LOCAL_MACHINE\SOFTWARE\AVAST Software\Tuneup\Version or if you have a 64bit OS you could find it here: Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\AVAST Software\Tuneup\Version.

If your version is the latest one (17.3) could you please send us the log files from your computer so we can analyze them?
Application logs files are stored here: c:\ProgramData\AVAST Software\Tuneup\log, we would need ALL files from this folder.
Setup logs files are stored here: c:\Users\<username>\AppData\Local\Temp, in this folder look for a file named like this Setup Log 2018-01-30 #001.txt.
Then you can pack everything into a zip archive and either upload them to a favourite file server of yours or you can use our public FTP server for the purpose: ftp://ftp.avast.com/incoming/ (login: anonymous).

Thank you for your cooperation.

[Stellarman]

Hello,

I'm sorry to hear that you are occurring such problem! This problem should be fixed in the newest update of Cleanup Premium so I suggest you to re-install it. Here is a download link, where you can download the newest version of Cleanup: https://www.avast.com/download-thank-you.php?product=CLP-01&locale=en-ww

I hope it helps!

K.

Dear K., I installed today the cleanup Premium version and now my desktop doesn't open a office, PDF .. etc etc .. I tried to remove the "suspension programs" from otimization and I can't remove the programs speed up process. Please help me, I need this computer to work.

Hello,

we apologize for the inconveniences.

Could you please send us the log files from your computer so we can analyze them?
Application logs files are stored here: c:\ProgramData\AVAST Software\Tuneup\log, we would need ALL files from this folder.
You can pack everything into a zip archive and either upload them to a favourite file server of yours or you can use our public FTP server for the purpose: ftp://ftp.avast.com/incoming/ (login: anonymous).

Thank you for your cooperation.

[Asyn]

Side note: The correct link for the Avast FTP server is: ftp://ftp.avast.com/incoming/

[Stellarman]

Side note: The correct link for the Avast FTP server is: ftp://ftp.avast.com/incoming/

Thanks for reminder, I had a copy&paste issue there.
Fixed.

[Asyn]

Side note: The correct link for the Avast FTP server is: ftp://ftp.avast.com/incoming/

Thanks for reminder, I had a copy&paste issue there. Fixed.

Unfortunately not, feel free to use the code from my post.

[Stellarman]

Side note: The correct link for the Avast FTP server is: ftp://ftp.avast.com/incoming/

Thanks for reminder, I had a copy&paste issue there. Fixed.

Unfortunately not, feel free to use the code from my post.

Oops:) now I copied it from your post, so it should be fixed for sure:).
Thanks!

[Asyn]

You're welcome.