Author Topic: Avast Cleanup Premium Free Up Space System Junk breaks iTunes  (Read 396 times)

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Offline cowanme

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After I run Free up space > System junk in Avast Cleanup Premium (version 21.1 build 9940), iTunes was broken. I could open it, but:
  • I was prompted to log in to my account, twice, even though I'd already been logged in.
  • I couldn't change the view (e.g. from Music to Podcasts).
  • I couldn't even quit iTunes. I had to open the Task Manager and use "end task" to close it.

When I cleaned up system junk, I had the following selected: Program backup files, Program cache files, Program temp files, Windows temp files, Windows cache files, Windows log files.

This issue has happened three times:
First time: I didn't know what caused it, but was able to repair iTunes and get it running again.
Second time: I realized it happened after I'd run Cleanup.
Third time: To make sure it was, in fact, Cleanup causing the issue. iTunes worked immediately before, was broken right after I ran "Free up space".

I'm using a Microsoft Surface laptop with Windows 10 20H2 build 19042.928. The iTunes version is 12.10.11.2, 64-bit.
I tried going to Settings > Apps and running repair for iTunes, but that didn't work. I had to completely uninstall and reinstall it.

Is this a known issue, and if so, when will the bug be fixed? If it isn't, please open a bug report and get it fixed.

« Last Edit: May 02, 2021, 07:53:19 PM by cowanme »

Offline Stellarman

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Re: Avast Cleanup Premium Free Up Space System Junk breaks iTunes
« Reply #1 on: May 04, 2021, 11:40:23 AM »
After I run Free up space > System junk in Avast Cleanup Premium (version 21.1 build 9940), iTunes was broken. I could open it, but:
  • I was prompted to log in to my account, twice, even though I'd already been logged in.
  • I couldn't change the view (e.g. from Music to Podcasts).
  • I couldn't even quit iTunes. I had to open the Task Manager and use "end task" to close it.

When I cleaned up system junk, I had the following selected: Program backup files, Program cache files, Program temp files, Windows temp files, Windows cache files, Windows log files.

This issue has happened three times:
First time: I didn't know what caused it, but was able to repair iTunes and get it running again.
Second time: I realized it happened after I'd run Cleanup.
Third time: To make sure it was, in fact, Cleanup causing the issue. iTunes worked immediately before, was broken right after I ran "Free up space".

I'm using a Microsoft Surface laptop with Windows 10 20H2 build 19042.928. The iTunes version is 12.10.11.2, 64-bit.
I tried going to Settings > Apps and running repair for iTunes, but that didn't work. I had to completely uninstall and reinstall it.

Is this a known issue, and if so, when will the bug be fixed? If it isn't, please open a bug report and get it fixed.

Hi,

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

In order to be able to help you 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 (into PM) so we can join the logs with your report here.

Thank you.

Offline cowanme

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Re: Avast Cleanup Premium Free Up Space System Junk breaks iTunes
« Reply #2 on: May 04, 2021, 02:54:13 PM »
I've just sent the logs. I used the email address associated with my Avast account/login.

Offline Stellarman

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Re: Avast Cleanup Premium Free Up Space System Junk breaks iTunes
« Reply #3 on: May 05, 2021, 10:02:55 AM »
I've just sent the logs. I used the email address associated with my Avast account/login.

Hi,

thank you very much for the logs, I already passed them to one of our developers to take a look at it, I will get back to you when we find the problem.

Regards!

Offline cowanme

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Re: Avast Cleanup Premium Free Up Space System Junk breaks iTunes
« Reply #4 on: May 05, 2021, 02:25:00 PM »
Thank you! I hope they can quickly fix the issue, and don't introduce a new issue in the process. This is the Avast build that fixed the issue of breaking Firefox bookmarks, and it's breaking something else? Better QA, please.