Author Topic: Cleanup has removed my critical files & family photos!  (Read 912 times)

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Offline graham.elliott

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Cleanup has removed my critical files & family photos!
« on: March 12, 2021, 04:37:07 PM »
Avast! It's still happening.... :-[
After running Cleanup the the other day, I trusted that it did my PC some good. Today I've noticed that it's taken all the content from my folders, but not sub folders! They're not in the Recycle bin and after reading the forum as far back as 2017, I've downloaded Recuva, but it hasn't found any. Possibly due to a Windows update this morning?

So now what Avast?

Offline Stellarman

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Re: Cleanup has removed my critical files & family photos!
« Reply #1 on: March 15, 2021, 11:35:26 AM »
Avast! It's still happening.... :-[
After running Cleanup the the other day, I trusted that it did my PC some good. Today I've noticed that it's taken all the content from my folders, but not sub folders! They're not in the Recycle bin and after reading the forum as far back as 2017, I've downloaded Recuva, but it hasn't found any. Possibly due to a Windows update this morning?

So now what Avast?

Hello,

first of all let me sincerely apologize for all troubles associated with usage of our product.

Could you please help us identify where your files were located before they got deleted?
When it comes to their recovery I am afraid that I cannot give you a better answer than using Recuva we've already recommended several times before as there is no other backup from which you could easily restore it back.


Offline graham.elliott

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Re: Cleanup has removed my critical files & family photos!
« Reply #2 on: March 16, 2021, 12:33:03 PM »
The folders, were all sub folders of c:\ that wearn't utilised by Windows ie: C:\temp, C:\Photos

Offline Stellarman

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Re: Cleanup has removed my critical files & family photos!
« Reply #3 on: March 16, 2021, 02:32:08 PM »
The folders, were all sub folders of c:\ that wearn't utilised by Windows ie: C:\temp, C:\Photos

I would like to ask you to send the log files so we can investigate where the problem is.

You can simply send them by executing our log collector utility from this path C:\Program Files\AVAST Software\Cleanup\tulogcollector.exe and once the logs are collected they will be automatically sent to our server.
Once it is done, please let me know which email address you have used there so we can join the logs with your report here.

Thank you.