Author Topic: Unable to delete files  (Read 6100 times)

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Offline Regis3

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Unable to delete files
« on: December 28, 2022, 06:10:36 PM »
Hello,
After uninstalling AVAST, I see (via EasyFind Mac) that some files have not been deleted.
I have tried everything to remove thèse files, but it seems to be impossible.
Can you help me please ?
Kind regards
iMac (21.5 pouces, Retina 4K, 2019)
macOS Ventura 13.0.1

Offline ondrej.kolacek

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Re: Unable to delete files
« Reply #1 on: January 02, 2023, 08:52:56 AM »
Hello,
your question is too vague. First, did you uninstall the app properly via uninstall app/from the menu? If not, you can try to install it again and uninstall it properly.
Second, if the previous step has been performed and there are still some extra files present, can you please send the list of the files that are remaining?
Kind regards,
Ondrej Kolacek

Offline Regis3

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Re: Unable to delete files
« Reply #2 on: January 02, 2023, 06:05:50 PM »
Hello,
(sorry for my poor english, I'm french)
I have uninstalled AVAST propely via uninstall app/from the menu.
Here is the list of the files that are remaining :
- com.avast.osx.secureline.networkextension.systemextension

- com.avast.osx.secureline.networkextension

- AvastFileShield.kext

- AvastPackedForwarder.kext

- AvastFileShield

AvastPackedForwarder

- AvastHUB
.hubxpc.log
hub.xpc.worker.log

- DiagnosticReports

- Xsan

- Zoomusinstall.log

Thanks for your help
Régis
iMac (21.5 pouces, Retina 4K, 2019)
macOS Ventura 13.0.1

Offline ondrej.kolacek

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Re: Unable to delete files
« Reply #3 on: January 03, 2023, 10:30:28 AM »
Hello,
the network extension belongs to our standalone VPN product. the AvastHUB is also standalone and will be uninstalled automatically when all our apps are removed. Kernel extensions (Packet Forwarder and File Shield) should disappear after restart (I think); these should be copies made when kernel extension is loaded. We do not delete diagnostic reports, I think they are eventually deleted by Apple. The remaining do not seem relevant to us.
Kind regards,
Ondrej Kolacek

Offline Regis3

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Re: Unable to delete files
« Reply #4 on: January 04, 2023, 10:20:26 AM »
Hi Ondrej
I tried everything to delete these files, but nothing worked.
On the Apple forum, many users report this problem, but no one is able to find a solution.
By uninstalling the application properly, trying to delete them through EasyFind (show in Finder and destroy). Rebooting in safe mode etc.
The final solution might be to reinstall the system.
Too complicated for me who am not an expert.
Have a good day...
iMac (21.5 pouces, Retina 4K, 2019)
macOS Ventura 13.0.1

Offline jeffwho

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Re: Unable to delete files
« Reply #5 on: January 06, 2023, 06:57:58 PM »
Hello. Perfect timing.  I too need help uninstalling the free trial of avast_security_online, I downloaded from the avast site and installed it on my Mac OS Sierra 10.12.6. I ran the uninstaller app provided with the install, but noticed it is not clearing the AvastHUB folder from my Application Support folder, from my root. Macintosh HD > Library > Application Support:

Folder: AvastHUB
com.avast.hub.app
run
setup.ini
storage
submit-data

 When i attempt to delete the folder manually, I receive the following OS error:

"The operation can’t be completed because an unexpected error occurred (error code -8072)" Please advise. I do have full admin rights to delete from Root and prompted to enter my OS password, and can delete for other folders, except the AvastHub folder.

Update 1: i did not have any previous avast products installed, and something i will try later is, boot off a different disk, and try and delete the folder manually.

Update 2: Resolved! Not sure what did it, but a few hours later the folder is gone.

« Last Edit: January 07, 2023, 12:15:38 AM by jeffwho »

Offline Regis3

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Re: Unable to delete files
« Reply #6 on: January 07, 2023, 09:16:02 AM »
Update 2: Resolved! Not sure what did it, but a few hours later the folder is gone.
Could you explain how you solved the problem?
Thanks in advance
iMac (21.5 pouces, Retina 4K, 2019)
macOS Ventura 13.0.1

Offline jeffwho

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Re: Unable to delete files
« Reply #7 on: January 08, 2023, 08:03:01 PM »
Hi Regis, I will do my best and I hope some if applies to you. But I have a feeling it may not be that simple. I cannot conclude specifically what I did for the folder to suddenly disappear. I think I am lucky.

As noted, in my case I installed the free trial version. It was the only avast product I installed. I also have an older OS Mac OS Sierra. I initially used the uninstaller to remove the application after I was done with it, but noticed the avastHub folder remained. Please refer to my previous post for the Mac OS error I received when trying to delete the folder manually, by highlighting and selecting Move To Trash.  I also have admin Root access to normally delete items at the root directory. What I DID NOT TRY, is removing the folder using Terminal.

I than decided to reinstall the application again. Immediately after the installation was compete, I went to the avast menu and select the option to uninstall it , again. Even after this second time the Hub folder remained. I did not restart the computer at this point, and this may be an important point. I than click on the folder and got info on it, and changed to the permissions Read & Write for System, Wheel, and Everyone. I closed the Info window, and again, unable to delete the folder. So I changed the Read Write Permissions back to what they were before I changed them. At this point, I gave up and had to leave my computer for a few hours. When I returned, the folder was gone!

Previously I mentioned I did not restart the computer. But it do believe during the time I was away, it’s possible I may have restarted the computer before or after I returned to my computer and did not pay attention that perhaps the folder is removed after the restart.

I’m sorry I cannot clearly say what worked, but what I wrote for the most part is how things happened for me that day. Personally, I was frustrated because I believe when a developer provides an uninstaller, the expectation for the user is – EVERYTHING is removed. This appears to not be the case for some folks.

ondrej.kolacek from Avast Support did state “We do not delete diagnostic reports, I think they are eventually deleted by Apple. The remaining do not seem relevant to us.” . I do not know if you have installed multiple afast products, but if you did, it sounds like there may be a good reason the extension or hub folder remains?

I would not reinstall your system. That’s too much work. Have you checked the Activity Monitor to see if you can terminate/kill any services or process running avast from activity monitor, then trying to delete the folder?

Also, from Terminal command, you can type the word “top”, and it will show you all services/process running along with their PID. If you are familiar with terminal, you can kill the PID and try deleting again.

Finally, perhaps an important question you did not explain in your original post. What problem is your computer having by having the folder remain? Is it simply because you want a clean system, or, the you believe the remaining folder and extension is causing a problem?

Offline ondrej.kolacek

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Re: Unable to delete files
« Reply #8 on: January 09, 2023, 09:54:05 AM »
Hi Regis, I will do my best and I hope some if applies to you. But I have a feeling it may not be that simple. I cannot conclude specifically what I did for the folder to suddenly disappear. I think I am lucky.

As noted, in my case I installed the free trial version. It was the only avast product I installed. I also have an older OS Mac OS Sierra. I initially used the uninstaller to remove the application after I was done with it, but noticed the avastHub folder remained. Please refer to my previous post for the Mac OS error I received when trying to delete the folder manually, by highlighting and selecting Move To Trash.  I also have admin Root access to normally delete items at the root directory. What I DID NOT TRY, is removing the folder using Terminal.

I than decided to reinstall the application again. Immediately after the installation was compete, I went to the avast menu and select the option to uninstall it , again. Even after this second time the Hub folder remained. I did not restart the computer at this point, and this may be an important point. I than click on the folder and got info on it, and changed to the permissions Read & Write for System, Wheel, and Everyone. I closed the Info window, and again, unable to delete the folder. So I changed the Read Write Permissions back to what they were before I changed them. At this point, I gave up and had to leave my computer for a few hours. When I returned, the folder was gone!

Previously I mentioned I did not restart the computer. But it do believe during the time I was away, it’s possible I may have restarted the computer before or after I returned to my computer and did not pay attention that perhaps the folder is removed after the restart.

I’m sorry I cannot clearly say what worked, but what I wrote for the most part is how things happened for me that day. Personally, I was frustrated because I believe when a developer provides an uninstaller, the expectation for the user is – EVERYTHING is removed. This appears to not be the case for some folks.

ondrej.kolacek from Avast Support did state “We do not delete diagnostic reports, I think they are eventually deleted by Apple. The remaining do not seem relevant to us.” . I do not know if you have installed multiple afast products, but if you did, it sounds like there may be a good reason the extension or hub folder remains?

I would not reinstall your system. That’s too much work. Have you checked the Activity Monitor to see if you can terminate/kill any services or process running avast from activity monitor, then trying to delete the folder?

Also, from Terminal command, you can type the word “top”, and it will show you all services/process running along with their PID. If you are familiar with terminal, you can kill the PID and try deleting again.

Finally, perhaps an important question you did not explain in your original post. What problem is your computer having by having the folder remain? Is it simply because you want a clean system, or, the you believe the remaining folder and extension is causing a problem?
Hello,
As I have noted, AvastHUB is a helper app which coordinates communication between various Avast products. It automatically uninstalls itself when there is no Avast app left on the system for certain time. There should not be any reason why to remove it manually.
Kind regards,
Ondrej Kolacek

Offline Regis3

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Re: Unable to delete files
« Reply #9 on: January 09, 2023, 10:27:09 AM »
Thank you for your answers.
The fact that these files cannot be deleted does not seem to me to have any impact on the operation of the system.
I just find it abnormal that the AVAST uninstaller does not delete all the files.
I think I will abandon the idea of deleting them because the proposed solutions are too complicated for the neophyte that I am.
Have a good day !
iMac (21.5 pouces, Retina 4K, 2019)
macOS Ventura 13.0.1