Author Topic: After Cleanup, Shared Folder is not accessible  (Read 1424 times)

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Offline original-mei

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After Cleanup, Shared Folder is not accessible
« on: December 24, 2018, 03:12:20 PM »
Hello together,
I'm a little bit angry about the avast website, because I spend there now over 20min  trying to find any possibility to open a ticket. But with no success, only getting redirected to the same page, I come here and hope someone can help me.
About 4month ago I created a shared folder on my drive (Win 10), where the network scanner drop all the scans. 1 week ago I bought Avast Premium and Avast Cleanup (before that time I only had Avast Free) and run the Cleanup routine after the activation. Now I wanted to scan a new document, but the scanner couldn't access the shared folder. I not able to open it with the my computer over the network address.
Because I didn't have taken any other changes on my system I'm pretty sure that the Cleanup 'destroy' the network access. On the windows site all permissions and settings of the folder are correct. Does anyone have a clue what Cleanup may have change, so that my folder is not accessible any more?

Best regards and merry christmas
Mei


PS: Who is responsible for these captchas? I have now tried it 6 times and was wrong all the time.
« Last Edit: December 24, 2018, 03:14:17 PM by original-mei »

Offline Asyn

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Re: After Cleanup, Shared Folder is not accessible
« Reply #1 on: December 25, 2018, 05:32:44 AM »
-> https://support.avast.com/en-ww/article/211/#idt_0350 (Rescue Center)

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Offline Stellarman

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Re: After Cleanup, Shared Folder is not accessible
« Reply #2 on: January 02, 2019, 04:10:36 PM »
Hello together,
I'm a little bit angry about the avast website, because I spend there now over 20min  trying to find any possibility to open a ticket. But with no success, only getting redirected to the same page, I come here and hope someone can help me.
About 4month ago I created a shared folder on my drive (Win 10), where the network scanner drop all the scans. 1 week ago I bought Avast Premium and Avast Cleanup (before that time I only had Avast Free) and run the Cleanup routine after the activation. Now I wanted to scan a new document, but the scanner couldn't access the shared folder. I not able to open it with the my computer over the network address.
Because I didn't have taken any other changes on my system I'm pretty sure that the Cleanup 'destroy' the network access. On the windows site all permissions and settings of the folder are correct. Does anyone have a clue what Cleanup may have change, so that my folder is not accessible any more?

Best regards and merry christmas
Mei


PS: Who is responsible for these captchas? I have now tried it 6 times and was wrong all the time.

Hello,

first of all we really apologize for the troubles caused by using our product.

As Asyn already mentioned I would also recommend to revert the changes made by Cleanup using it's feature called Rescue Center and then check whether it helped to fix the issue.

Otherwise we would need to see the logs to be able to identify what happened there.
You can simply 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.