Author Topic: Just cleaned laptop with cleanup premium and nothing works  (Read 3158 times)

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Offline cathyclar

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I just bought a year of Avast premium cleanup, ran the scans and everything, FIXED ALL THE ISSUES IT FOUND, and NOW all my icons are generic and say they are.ink. If i click on an icon, it says this is a dll and we don't know what program it runs. If i go into my menu on the lower left all the programs have disappeared. I went into control panel to try to restore to the last restore point, but none of the items are working. they say the same thing.

HELP

Online bob3160

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Re: Just cleaned laptop with cleanup premium and nothing works
« Reply #1 on: May 18, 2018, 12:50:14 AM »
Reported to Avast. Let's see if that get's you some help.
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Offline Stellarman

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Re: Just cleaned laptop with cleanup premium and nothing works
« Reply #3 on: May 18, 2018, 08:26:44 AM »
I just bought a year of Avast premium cleanup, ran the scans and everything, FIXED ALL THE ISSUES IT FOUND, and NOW all my icons are generic and say they are.ink. If i click on an icon, it says this is a dll and we don't know what program it runs. If i go into my menu on the lower left all the programs have disappeared. I went into control panel to try to restore to the last restore point, but none of the items are working. they say the same thing.

HELP

Hi,

we really apologize for the inconveniences caused by our product.

I would like to help you to fix this situation so I would like to know whether you are able to open Avast Cleanup?
If so, there is a feature called Rescue Center which is able to revert back the changes which were made by the product.
It is located on the right side panel (it has an icon of rescue circle).

If you navigate there you can revert pretty much all the changes you made except for the deleted files and folders.
However I think it should be enough if you undo the changes made to the broken registry shortcuts.

Let me know if it helps or whether you are even able to open the Cleanup.
If not we will find another way how we could revert the changes.

Also it would be helpful for us if you could send us a screenshot of the message you get when you click the not working icon.
Plus we would need the logs from the application to be able to analyze the problem.
You can simply send them by executing our log collector utility from this path C:\Program Files (x86)\AVAST Software\Avast Cleanup\tulogcollector.exe.

Thank you!
« Last Edit: May 18, 2018, 08:37:48 AM by Stellarman »

Offline kari.levola

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Re: Just cleaned laptop with cleanup premium and nothing works
« Reply #4 on: December 07, 2019, 04:42:52 PM »
I've just run in same kind of problems. MS exel, Adobe acrobat reader etc, did not start, executable not found. I reversed everything on the avast main screen in tachometer part and everything was working again, so far.

Offline Stellarman

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Re: Just cleaned laptop with cleanup premium and nothing works
« Reply #5 on: December 10, 2019, 12:40:53 PM »
I've just run in same kind of problems. MS exel, Adobe acrobat reader etc, did not start, executable not found. I reversed everything on the avast main screen in tachometer part and everything was working again, so far.

Hi,

thanks for reporting it, we would appreciate the logs from your computer so we could analyze what happened there.

You can send them by executing our log collector utility from this path C:\Program Files (x86)\AVAST Software\Avast Cleanup\tulogcollector.exe assuming that you have still Avast Cleanup installed on your computer.

Just please add your email address there so we can join the logs with your report here.
Thank you.