Author Topic: License activation problem  (Read 5234 times)

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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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W8.1 [x64] - Avast PremSec 22.7.7366.BC [UI.713] - Firefox ESR 91.11 [NS/uBO/PB] - Thunderbird 91.11
Avast-Tools: Secure Browser 103.0 - Cleanup 22.2 - SecureLine 5.18 - DriverUpdater 22.2 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

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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..?
W8.1 [x64] - Avast PremSec 22.7.7366.BC [UI.713] - Firefox ESR 91.11 [NS/uBO/PB] - Thunderbird 91.11
Avast-Tools: Secure Browser 103.0 - Cleanup 22.2 - SecureLine 5.18 - DriverUpdater 22.2 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

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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 »
W8.1 [x64] - Avast PremSec 22.7.7366.BC [UI.713] - Firefox ESR 91.11 [NS/uBO/PB] - Thunderbird 91.11
Avast-Tools: Secure Browser 103.0 - Cleanup 22.2 - SecureLine 5.18 - DriverUpdater 22.2 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

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  • Guest
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.
W8.1 [x64] - Avast PremSec 22.7.7366.BC [UI.713] - Firefox ESR 91.11 [NS/uBO/PB] - Thunderbird 91.11
Avast-Tools: Secure Browser 103.0 - Cleanup 22.2 - SecureLine 5.18 - DriverUpdater 22.2 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

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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...
W8.1 [x64] - Avast PremSec 22.7.7366.BC [UI.713] - Firefox ESR 91.11 [NS/uBO/PB] - Thunderbird 91.11
Avast-Tools: Secure Browser 103.0 - Cleanup 22.2 - SecureLine 5.18 - DriverUpdater 22.2 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

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!

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

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Re: License activation problem
« Reply #12 on: May 18, 2018, 02:41:03 PM »
W8.1 [x64] - Avast PremSec 22.7.7366.BC [UI.713] - Firefox ESR 91.11 [NS/uBO/PB] - Thunderbird 91.11
Avast-Tools: Secure Browser 103.0 - Cleanup 22.2 - SecureLine 5.18 - DriverUpdater 22.2 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

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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

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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.
W8.1 [x64] - Avast PremSec 22.7.7366.BC [UI.713] - Firefox ESR 91.11 [NS/uBO/PB] - Thunderbird 91.11
Avast-Tools: Secure Browser 103.0 - Cleanup 22.2 - SecureLine 5.18 - DriverUpdater 22.2 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0