jholland1964 Posted October 1, 2017 ID:1168721 Share Posted October 1, 2017 (edited) I am helping a friend with an infected computer. We are in different states so this is all being done via email. But he has successfully run MBA-M and here is the log: MBA-M.txt He then attempted to run AdwCleaner but kept getting this attached message: and the program would stop. The only way he got a full run was to boot to safe mode and run but even then, after hitting the Clean button it would not clean, only scan, shut down and then produce that log. In case the program was damaged in some way by the infected files I had him uninstall that copy of AdwCleaner and download a new one but he still had the same message as shown in the attachment and had to boot to safe to even run the program, but it still did not clean. I am also attaching both the AdwCleaner logs but at this point we have no idea how to continue. AdwCleaner 1.txt AdwCleaner 2.txt Edited October 1, 2017 by jholland1964 Link to post Share on other sites More sharing options...
Staff jboursier Posted October 2, 2017 Staff ID:1169064 Share Posted October 2, 2017 Hello, Those stability issues are fixed in the 7.1 still in development. You can keep using MB premium which will mitigate the risk with the remaining elements and clean once the 7.1 is released. Link to post Share on other sites More sharing options...
jholland1964 Posted October 2, 2017 Author ID:1169076 Share Posted October 2, 2017 Thanks for the reply. This is the Free version so will not be using it anymore. It would never go to clean period if all items found were checked for cleaning. We even tried a suggestion given on the toolslib forum which was to uncheck all findings in the Registry and then have it clean everything else, while this worked for a few of the posters there it did not work for us either. The only way to get it to go all the way through the clean process was uncheck everything found, which of course is pointless. So we will no longer use AdwCleaner. Too bad, it used to be an excellent program but have had multiple issues with various versions since the change of ownership. Link to post Share on other sites More sharing options...
Staff jboursier Posted October 2, 2017 Staff ID:1169078 Share Posted October 2, 2017 Hello, The 7.1 in development has all stability issues fixed. I acknowledge the issues with 7.0 and has been working on it since even though those do not happen to the vast majority of the users. More about it in a few weeks. Link to post Share on other sites More sharing options...
jholland1964 Posted October 2, 2017 Author ID:1169091 Share Posted October 2, 2017 (edited) I really hope all will be fixed. I help with malware removal on a couple forums and work on friends and family computers all the time. AdwCleaner has been in my "arsenal" for years and had not once given a problem. I will keep my fingers crossed. I do have the Debug log if you would want it. Edited October 2, 2017 by jholland1964 Link to post Share on other sites More sharing options...
Staff jboursier Posted October 2, 2017 Staff ID:1169094 Share Posted October 2, 2017 Thanks. Yes I'll keep you posted. Feel also free to even PM me directly if you need anything (feature, support). Link to post Share on other sites More sharing options...
jholland1964 Posted October 4, 2017 Author ID:1169753 Share Posted October 4, 2017 It sure would be nice if this could finally be fixed. It appears these problems with AdwCleaner and PUP.Optional.Legacy and PUP.Optional.AdvancedSystemCare listings have been going on since the release of v. 7. I for one have been helping to clean a computer for over a week and it shouldn't be returned to the owner because AdwCleaner will not work and the listings are still there, despite continued promises that this will be fixed in the next update. The owner of the computer is leaving town and needs the computer so now it will be returned to her still infected because AdwCleaner doesn't work and no other program is available to fix it. I liked AdwCleaner much better before it was sold and maintained by the creator. Link to post Share on other sites More sharing options...
MKDB Posted October 8, 2017 ID:1170895 Share Posted October 8, 2017 Hi, I'm not a member from customer service, but maybe you can bypass this bug by using debug modus: Open AdwCleaner, click on Tools > Options > Under "Mode" choose "debug" and click "Ok". Run AdwCleaner again (search & clean). Feel free to give feedback here. Thank you! Link to post Share on other sites More sharing options...
jholland1964 Posted October 8, 2017 Author ID:1170915 Share Posted October 8, 2017 4 hours ago, MKDB said: Hi, I'm not a member from customer service, but maybe you can bypass this bug by using debug modus: Open AdwCleaner, click on Tools > Options > Under "Mode" choose "debug" and click "Ok". Run AdwCleaner again (search & clean). Feel free to give feedback here. Thank you! If you had read my post from Monday, Oct. 2nd above you would see that the Debug mode has been used. I offered to post the log but was never told to post it. It did nothing. Link to post Share on other sites More sharing options...
Staff Ried Posted October 14, 2017 Staff ID:1172553 Share Posted October 14, 2017 @jholland1964 Until version 7.1 comes out, see if JRT.exe will take care of whatever you're trying to clean up.https://www.malwarebytes.com/junkwareremovaltool/ Link to post Share on other sites More sharing options...
jholland1964 Posted October 14, 2017 Author ID:1172558 Share Posted October 14, 2017 52 minutes ago, Ried said: @jholland1964 Until version 7.1 comes out, see if JRT.exe will take care of whatever you're trying to clean up.https://www.malwarebytes.com/junkwareremovaltool/ Thanks for the suggestion but this was done 10 days ago and wile it did some cleaning it did NOT remove items that AdwCleaner would not clean. Link to post Share on other sites More sharing options...
Staff Ried Posted October 16, 2017 Staff ID:1173098 Share Posted October 16, 2017 Thanks. The detections I see in your log appear to just be leftovers from Advanced System Care. Is that program still installed? If not, you can either remove the folders manually, or wait for version 7.1 to come out. This crashing issue is resolved with the new version. Link to post Share on other sites More sharing options...
jholland1964 Posted October 16, 2017 Author ID:1173111 Share Posted October 16, 2017 17 minutes ago, Ried said: Thanks. The detections I see in your log appear to just be leftovers from Advanced System Care. Is that program still installed? If not, you can either remove the folders manually, or wait for version 7.1 to come out. This crashing issue is resolved with the new version. I'm very well aware of what was in the logs, and since this thread is many weeks old, the computer has been manually cleaned. The problem lies with AdwCleaner and now how often it is updated. In the past when it was still under control of the original developer, Xplode, if there was a problem with the program it was very quickly fixed usually within in hours or just a few days but the version with the problem was pulled until fixed. Now even if it is known the program has a problem it is still allowed to go out to people anyway. Based on mine and many other threads, at least six or seven, this problem has been known almost since the day of release of this version but the answer remains, "it will be repaired with the new version, 7.1". If you know the program has a problem then either pull it or fix it. Link to post Share on other sites More sharing options...
Staff Ried Posted October 16, 2017 Staff ID:1173128 Share Posted October 16, 2017 I follow you, and the developer as well as myself understand the frustration and disappointment when a trusted tool has issues. All I can say is that they are working as hard and fast as they can to get 7.1 out to the public. Why doesn't he pull the tool completely? There are over 50 million downloads of this tool - and I'll quote what he said earlier in this topic: Quote The 7.1 in development has all stability issues fixed. I acknowledge the issues with 7.0 and has been working on it since even though those do not happen to the vast majority of the users. While this issue is happening on quite a few machines, it is not occurring with the vast majority - that does not mean that the machines this is happening on are any less important. It just means that re-vamping existing version to address this, would delay the release of 7.1. 7.1 will have several enhancements one of which he wants to add is the ability to run it from Windows PE as he mentioned here https://forums.malwarebytes.com/topic/212644-how-to-run-adwcleaner-from-windows-10-pe/?do=findComment&comment=1172577 Link to post Share on other sites More sharing options...
jholland1964 Posted October 16, 2017 Author ID:1173131 Share Posted October 16, 2017 Obviously now you do not care about the average every day user but instead are concentrating on professionals to use when they repair computers. Too bad. It was an excellent tool, highly recommended to the "average Joe" for cleaning their computers on computer help forums. Now you are just leaving those folks high and dry. You seem to feel that the six or seven people who have posted here show that very few have this problem. Most of the people I know don't even know this forum exists. I have seen the same problem posted at many online forums not just the three I frequent on a regular basis. Link to post Share on other sites More sharing options...
Staff Ried Posted October 16, 2017 Staff ID:1173136 Share Posted October 16, 2017 Those downloads I've mentioned, are home users - everyday users many of whom use it to fix friends and family machines. We do care - they are working as hard and fast as they can to get this next version out. Link to post Share on other sites More sharing options...
jholland1964 Posted October 16, 2017 Author ID:1173140 Share Posted October 16, 2017 It has been two weeks, October 2nd, since I received the following message as shown above Quote The 7.1 in development has all stability issues fixed But we now are waiting for him to add is the ability to run it from Windows PE.Perhaps continually "adding to" is part of the problem. I just know that when it was just a super cleaner things worked great, now it must be all things to all people and it doesn't work great and has not since version 7 was released. Very sad to me anyway. Thanks. Link to post Share on other sites More sharing options...
Staff Ried Posted October 16, 2017 Staff ID:1173160 Share Posted October 16, 2017 We are not just waiting for that aspect for 7.1, there will be several enhancements. I realize the time it is taking is disappointing, please try to not lose faith. As soon as it is ready, I'll let you know. Link to post Share on other sites More sharing options...
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