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.