Author Topic: License activation problem  (Read 1084 times)

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Offline leonardo.marone

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License activation problem
« on: May 18, 2018, 12:06:22 PM »
Good morning,
yesterday I bought an Avast Cleanup license but I can not activate it. When I enter the code, it tells me that there was an error. I entered my account and it does not let me download the file for the license and if I tell it to show it to me it tells me there was an error. What should I do? How can I solve?
I await your reply.
Best regards.

Offline Asyn

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Win 8.1 [x64] - Avast Premier 18.5.2342.BC - CC 5.43 - MCS - EEK - FF ESR 52.8.1 [NS5/uBO/AOS] - TB 52.8 [EM] - ACP/ASB/ASL.BC
Deutschsprachiger Bereich -> Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523

Offline dena4853

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Re: License activation problem
« Reply #2 on: May 18, 2018, 01:02:00 PM »
-> https://support.avast.com/article/Troubleshoot-activation
I'm having exactly the same problem and the troubleshoot guide is not offering a solution.

Offline Asyn

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Re: License activation problem
« Reply #3 on: May 18, 2018, 01:09:34 PM »
Did you buy from Avast directly or from a reseller..?
Win 8.1 [x64] - Avast Premier 18.5.2342.BC - CC 5.43 - MCS - EEK - FF ESR 52.8.1 [NS5/uBO/AOS] - TB 52.8 [EM] - ACP/ASB/ASL.BC
Deutschsprachiger Bereich -> Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523

Offline dena4853

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Re: License activation problem
« Reply #4 on: May 18, 2018, 01:43:33 PM »
From Avast. Order ID 38536051162 29th April .
« Last Edit: May 18, 2018, 01:56:10 PM by dena4853 »

Offline Asyn

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Re: License activation problem
« Reply #5 on: May 18, 2018, 01:51:59 PM »
Win 8.1 [x64] - Avast Premier 18.5.2342.BC - CC 5.43 - MCS - EEK - FF ESR 52.8.1 [NS5/uBO/AOS] - TB 52.8 [EM] - ACP/ASB/ASL.BC
Deutschsprachiger Bereich -> Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523

Offline leonardo.marone

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Re: License activation problem
« Reply #6 on: May 18, 2018, 01:53:23 PM »
-> https://support.avast.com/article/Troubleshoot-activation
I'm having exactly the same problem and the troubleshoot guide is not offering a solution.
I confirm the guide does not solve the problem, also because before creating a post I looked on the site between the guides. What should I do?
Thank you.

Offline Asyn

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Re: License activation problem
« Reply #7 on: May 18, 2018, 01:54:09 PM »
-> https://support.avast.com/article/Troubleshoot-activation
I'm having exactly the same problem and the troubleshoot guide is not offering a solution.
I confirm the guide does not solve the problem, also because before creating a post I looked on the site between the guides. What should I do?
Thank you.
See Reply #5.
Win 8.1 [x64] - Avast Premier 18.5.2342.BC - CC 5.43 - MCS - EEK - FF ESR 52.8.1 [NS5/uBO/AOS] - TB 52.8 [EM] - ACP/ASB/ASL.BC
Deutschsprachiger Bereich -> Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523

Offline leonardo.marone

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Re: License activation problem
« Reply #8 on: May 18, 2018, 02:14:52 PM »
-> https://support.avast.com/article/Troubleshoot-activation
I'm having exactly the same problem and the troubleshoot guide is not offering a solution.
I confirm the guide does not solve the problem, also because before creating a post I looked on the site between the guides. What should I do?
Thank you.
See Reply #5.
I contacted the media who sent me the license file. I load it and it shows me my license, but as soon as I go out and start the program it does not show me anymore.
This sistuation begins to be overwhelming because I have also paid for it.
What should I do?

Offline Asyn

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Re: License activation problem
« Reply #9 on: May 18, 2018, 02:33:53 PM »
Hi, I forwarded it. Let's see...
Win 8.1 [x64] - Avast Premier 18.5.2342.BC - CC 5.43 - MCS - EEK - FF ESR 52.8.1 [NS5/uBO/AOS] - TB 52.8 [EM] - ACP/ASB/ASL.BC
Deutschsprachiger Bereich -> Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523

Offline Stellarman

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Re: License activation problem
« Reply #10 on: May 18, 2018, 02:34:12 PM »
Hi,

we apologize for the inconveniences caused by our new license management component.

Thank you for the detailed report including the screenshots but would you mind send us log files as well so we can investigate what is the root cause of this issue?
You can simply send them by executing our log collector utility from this path C:\Program Files (x86)\AVAST Software\Avast Cleanup\tulogcollector.exe.
Just please add your email address there so we can join the logs with your report here.

Thank you!

Offline dena4853

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Re: License activation problem
« Reply #11 on: May 18, 2018, 02:36:53 PM »

Offline Asyn

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Re: License activation problem
« Reply #12 on: May 18, 2018, 02:41:03 PM »
Win 8.1 [x64] - Avast Premier 18.5.2342.BC - CC 5.43 - MCS - EEK - FF ESR 52.8.1 [NS5/uBO/AOS] - TB 52.8 [EM] - ACP/ASB/ASL.BC
Deutschsprachiger Bereich -> Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523

Offline dena4853

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Re: License activation problem
« Reply #13 on: May 18, 2018, 03:09:43 PM »
Hi,

we apologize for the inconveniences caused by our new license management component.

Thank you for the detailed report including the screenshots but would you mind send us log files as well so we can investigate what is the root cause of this issue?
You can simply send them by executing our log collector utility from this path C:\Program Files (x86)\AVAST Software\Avast Cleanup\tulogcollector.exe.
Just please add your email address there so we can join the logs with your report here.

Thank you!

Have done look forward to your solution.
Bryan

Offline Asyn

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Re: License activation problem
« Reply #14 on: May 18, 2018, 03:13:46 PM »
Have done look forward to your solution.
Bryan
Thanks Bryan.
Win 8.1 [x64] - Avast Premier 18.5.2342.BC - CC 5.43 - MCS - EEK - FF ESR 52.8.1 [NS5/uBO/AOS] - TB 52.8 [EM] - ACP/ASB/ASL.BC
Deutschsprachiger Bereich -> Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523