Author Topic: Driver updater removes sound from my device!!!!?  (Read 2682 times)

0 Members and 1 Guest are viewing this topic.

Offline Wicky25

  • Newbie
  • *
  • Posts: 2
Driver updater removes sound from my device!!!!?
« on: April 29, 2021, 08:19:44 PM »
Having just had my laptop returned from HP for loss of sound, the AVAST software did an update an yes, you can guess, the sound was removed YET AGAIN!!! Come on AVAST do your job and provide a safe useable product that does not involve having to return my unit to the manufacturers for resetting! Very embarrassing!!

Offline Stellarman

  • Moderator
  • Advanced Poster
  • *
  • Posts: 823
  • Product Manager
Re: Driver updater removes sound from my device!!!!?
« Reply #1 on: May 05, 2021, 05:38:40 PM »
Having just had my laptop returned from HP for loss of sound, the AVAST software did an update an yes, you can guess, the sound was removed YET AGAIN!!! Come on AVAST do your job and provide a safe useable product that does not involve having to return my unit to the manufacturers for resetting! Very embarrassing!!
Hello,

first of all let me sincerely apologize for all troubles associated with usage of our product.
We really try to make the product better but there are still cases when a wrong driver is installed and then it causes such issues.

When it comes to the non-functional drivers (devices), please use the following steps to revert back the original drivers which should help to resolve the issues:
  • Navigate into C:\ProgramData\Avast Software\Driver Updater\BackupStorage where we store all the previous drivers.
  • Try to identify all the drivers which might be related to your problem (e.g. look for keywords like sound, Bluetooth, wireless, etc.).
  • Open the product and navigate to the "Overview" where all the driver are listed.
  • Search the list for the drivers you identified as problematic, click on them and select "Driver versions".
  • Restore the previous driver version of each individual driver (might require PC restart).
I know that it is a pretty cumbersome list of steps, we are fully aware of this problem and working on a more friendly and easy to use solution.
If you are not feeling comfortable with taking these steps on your own, please contact our Support: https://support.avast.com/en-ww/contact/.

Last but not least we would like to blacklist such drivers so it is not being offered anymore but in order to be able to do that we would either need to know the name of it and the version which caused the issues or complete log files from your PC where we could trace it.
You can simply send them by executing our log collector utility from this path c:\Program Files\AVAST Software\Driver Updater\dulogcollector.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.

Offline Helena61

  • Newbie
  • *
  • Posts: 5
Re: Driver updater removes sound from my device!!!!?
« Reply #2 on: May 24, 2021, 12:02:04 PM »
I have tried to do this steps and it doesn't show any "overview" when I open the program files.
And how am I suppose to know which are the problematic ones??? I am not a specialist, you were supposed to be. And we pay avast to make our lifes easier, not harder. Its taking me ages to fix this and bringing me a lot of problem by not having my audio

Offline _Uli_

  • Avast team
  • Newbie
  • *
  • Posts: 16
Re: Driver updater removes sound from my device!!!!?
« Reply #3 on: May 26, 2021, 08:53:46 AM »
Hi Helena,

please send us your logfiles:

You can simply send them by executing our log collector utility from this path c:\Program Files\AVAST Software\Driver Updater\dulogcollector.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!

Best regards, Uli

Offline Helena61

  • Newbie
  • *
  • Posts: 5
Re: Driver updater removes sound from my device!!!!?
« Reply #4 on: May 26, 2021, 11:01:58 AM »
Hi, thank you. I have done what you said. My email is the one from my avast account - I prefer not to publish it, please if you need it send me a message and I'll reply directly to you.

Thank you,

br
Helena

Offline Helena61

  • Newbie
  • *
  • Posts: 5
Re: Driver updater removes sound from my device!!!!?
« Reply #5 on: May 28, 2021, 04:17:47 PM »
I have done the procedures and still waiting for a reply. Still without computer sound.