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Author Topic: Cleanup not executing on my computer  (Read 3151 times)

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Offline johnmagill9

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Cleanup not executing on my computer
« on: August 28, 2022, 11:44:57 AM »
I paid for Cleanup Premium and downloaded the executable but when opening it I get the error messages "Entry point not found: the procedure entry point K32GetMappedFileNameW could not be located in the dynamic link library KERNEL32.dll", then "Avast Self Extract package has stopped working".  Any ideas?  Cheers!
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Offline Stellarman

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Re: Cleanup not executing on my computer
« Reply #1 on: August 29, 2022, 04:04:10 PM »
Quote from: johnmagill9 on August 28, 2022, 11:44:57 AM
I paid for Cleanup Premium and downloaded the executable but when opening it I get the error messages "Entry point not found: the procedure entry point K32GetMappedFileNameW could not be located in the dynamic link library KERNEL32.dll", then "Avast Self Extract package has stopped working".  Any ideas?  Cheers!

Hello,

First of all let me sincerely apologize for all troubles associated with usage of our product.
This is not intentional behavior.

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 Support Tool utility. For download and more intructions please visit this page: https://support.avast.com/en-ww/article/submit-support-file/#pc
Once it is done, please send me the "ticket number" into PM so we can the logs with your report on our server.

Thank you.
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Offline johnmagill9

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Re: Cleanup not executing on my computer
« Reply #2 on: August 30, 2022, 07:03:12 PM »
Thanks: Sounds like a good idea - except that I get a very similar error message when trying to run that... screenshot attached.  This time it can't locate the procedure entry point  "K32GetProcessingImageFileNameW".   The machine is a Dell from 2008 running Vista, if that helps at all?
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Offline r@vast

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Re: Cleanup not executing on my computer
« Reply #3 on: August 31, 2022, 11:48:47 AM »
Quote from: johnmagill9 on August 30, 2022, 07:03:12 PM
Thanks: Sounds like a good idea - except that I get a very similar error message when trying to run that... screenshot attached.  This time it can't locate the procedure entry point  "K32GetProcessingImageFileNameW".   The machine is a Dell from 2008 running Vista, if that helps at all?

Hi,

The minimum system requirement for Avast Cleanup is Microsoft Windows 7 Home Basic / Home Premium / Professional / Enterprise / Ultimate - Service Pack 1, 32 / 64-bit
Windows Vista is not supported.
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