All scans finish except “System Junk” which I left running in the latest case for 24 hours and it never finishes.
img tag doesn’t appear to work… https://imgur.com/PY8NiBX
Any ideas?
I’ve been having the same problem. The dashboard says I’m at 100% tune up; but the Free Up space / System Junk section has been stuck at 50% for about 7 hours now.
Yeah the software is pretty much unusable at this point. Fix problems is the only thing that completed. Everything else is hung up. If I can’t scan within a reasonable amount of time then the software is no good to me and I’ll be uninstalling it.
We really sorry that you are experiencing this problems. In the last version our product is calling some Windows libraries to clean Update files. In some cases this could take until 10 minutes. In theory you could experiment the same behavior if you call directly the same Windows functionalities. If the delay is so long we could have also a problem on our side. To help us to identify why this is happening, you could provide the log files in “%ALLUSERSPROFILE%\AVAST Software\Tuneup\log”
Thanks very much
For what it’s worth, I installed the latest version from the pinned post and the problem went away. But the program as originally downloaded after purchase would not work.
I’ve also been having the same problem where my system junk completion percentage is always stuck at 78%.
i have the same problem the maintenance scan stops at 87% and i cant do anything else
Hello,
we are really sorry that you have troubles with finishing the scan.
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 (x86)\AVAST Software\Avast Cleanup\tulogcollector.exe.
Just please add your email address there so we can join the logs with your report here on the forum.
Thank you.
I have the same problem. Installed it yesterday and it has completely screwed up my PC. Scans keep running and I can’t access anything. Absolute nightmare, I’m going to attempt to uninstall it.
I am having the same issue as these users, I am even stuck at the exact same percentage as ‘onefatbiker’. Is there any fix yet? Not helpful to have a program that gets locked up and can therefore not do it’s job.
Guys it would be helpful if you also do as Stellarman (Avast Team) asked of onefatbiker.
Hello everyone,
we’ve made a couple fixes in the latest version (18.2.5964) which should prevent this situation from happening.
Please wait until your product is updated to this version, try it again and let me know if you still experience this issue.
Thank you for your cooperation.
Hello,
Unfortunately even with the latest version the problem persists.
Scan for System Junk stucks at 50% and never finishes.
I am sorry, but I am a bit disappointed that with a 1 year paid subscription the product is not useable for 1.5 months now except for browser cleaning.
Can you give us any ETA when you actually fix the product please?
Thank you,
Follow the instructions from Stellarman in Reply #7.
Having the same problem as everyone else. All scans except “System Junk” work fine. But “System Junk” scans get hung up at exactly 50%. I’ve uninstalled and reinstalled. I’m using the most up-to-date version (18.2 5964). This has been happening for months, making the program worthless.
As requested by the moderator, logs have been sent using the tulogcollector.exe
Hi,
we apologize for the ongoing problem with System Junk scan.
Thank you all for sharing the valuable log files, we will take a look at them and try to find the root cause of this issue.
I will keep you informed about the progress.
Best regards!
Is there a potential for a refund, then? Purchasing cleanup premium to help maintain my computer and then not being able to use the service I paid for… Not fun. This issue has been uniquely obnoxious. By the time anyone reads this, I will have sent logs via e-mail too. Is it possible for us to at least get an extension on our allotted time for cleanup premium post fix?
Thank you for your time
Hi,
I asked our customer support what are the options and you can either wait until we will fix the issue entirely and then ask the customer support for the retrospective extension of your existing license based on how long you waited for the fix or you can ask for refund right away and then you can purchase the product again once it will be fixed (if you will be still interested) and ask the customer support for a discount.
If you are interested in refund, please navigate here: https://support.avast.com/en-ww/contact/sales_refund?c=true
In other cases you could contact our customer support here: https://support.avast.com/en-ww/contact/sales?c=true
Best regards,
Avast Cleanup team.
After performing the first scan Cleanup has been useless since. Nothing works and, (like others) the system junk scan is stuck at 50%. The main scan is showing a number of problems but refuses to fix them. Have just read this forum and sent off the log as requested in previous replies so what now? Can someone tell me how long it takes to get a reply and/or a fix?
Thanks.
Still getting stuck at 50%. Logs have been sent; I hope this gets resolved soon.