Tune up deleting office

AVG Performance
14

Hi Sarah


Thank you for your quick response.
Any idea when this is going to get repaired? As we are working from home during the pandemic, it's a real priority for us.

Thank you for your help

Kind regards

Jane

15

@Jane: I hope the support will help you. Otherwise my example a little bit more detailed:

Regedit:
Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Image File Execution Options

  • dropbox.exe
    • 5467hgdf <- Key to delete
      • Debugger: "C:\Program Files (x86)\AVG\TuneUp\autoreactivator.exe"
      • FilterFullPath: "c:\program files (x86)\dropbox\client\dropbox.exe" 
    • fcd5cffe937e3983
      • Debugger: "C:\Program Files\AVG\TuneUp\autoreactivator.exe" (the new one you created in step 1)
      • ...
1

Hi. On both laptop & desktop computer AVG tune up updated. Following this, neither device can open any office programmes. This is not acceptable. Please help me sort this out or I need to receive my money back plus compensation, as I will have to purchase a new version of Office. Previous version was Office 2010. Fine for our use.

3

Ok. I have got slightly further as in I see where my mistake was (I hadn't actually typed in 'computer') Unfortunately, I have now got a 'this site cannot be reached' IP addressiaddress couldwcould notbe found. Broadband is working fine.

4

Thank you Sarah :blush:

5

You're welcome. Jane.

11

@Sarath I now have received the email with the remote service info.  It went into SPAM so I was just about to message to say I hadn't received, but luckily thought I'd check.  i've had enough of this for today, so I'll start again tomorrow & hopefully we can get this sorted.  I tried the techy stuff that @Markus offered, but it really is way above my head.  All I achieved was an internet web search offering me options about debugging & other things that I did not understand.
Tomorrow is another day. A better one we can hope!  
Cheers

Jane

6

Hi Jane,

I regret for the inconvenience caused.

We have already informed our developers regarding the issue after updating AVG TuneUp to the latest version 20.1.

We will release a fix regarding it as soon as possible.

We request your patience and understanding.

7

Once the issue is fixed, you will be able to access the programs normally Fred.

9

Hi Markus
This solution did not work for me
Still cannot access any microsoft office program

12

Jane, we did offer you our remote support inorder to get the issue fixed. Yes, some of the AVG emails might end up in Spam folder too.

Since you feel the steps are complicated, please get in touch with our remote team using the link provided in the email.

They will help you to resolve the issue.

Thank you.

13

this it is working for me, thanks

2

Hi Markus
I have tried. I eventually found how to wake up programmes & then typed in the HKEY… instruction. It comes up with an error code - windows can't find… Check spelling. I checked spelling a couple of times to no avail. I took a photo but it was too big to send. 
Help, I don't know what I'm doing

10

Hi Jane,

it seems that AVG has problems with a path change in the Tune Up "autoreactivator.exe".

To fix the problem go to your Tune Up Application and activate all sleeping programs and set them back to sleep mode after that. This creates new entries for the reactivator in the registry (this step is not needed for the solution, but make things clearer).

Now go into the registry to delete the old keys in:

Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Image File Execution Options&lt;the name of your programm that do not open>

You should have two registry keys there for each program. Take a look at the Debugger String entry. 

Example:
Key 1: "C:\Program Files (x86)\AVG\TuneUp\autoreactivator.exe"
Key 2: "C:\Program Files\AVG\TuneUp\autoreactivator.exe"

You can delete the complete Key with Program Files (x86) in the DebuggerString (the old path of the autoreactivator.exe). After that everything should work like expected.

8

@Jane: I hope the support will help you. Otherwise my example a little bit more detailed:

Regedit:
Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Image File Execution Options

  • dropbox.exe
    • 5467hgdf <- Key to delete
      • Debugger: "C:\Program Files (x86)\AVG\TuneUp\autoreactivator.exe"
      • FilterFullPath: "c:\program files (x86)\dropbox\client\dropbox.exe" 
    • fcd5cffe937e3983
      • Debugger: "C:\Program Files\AVG\TuneUp\autoreactivator.exe" (the new one you created in step 1)
      • ...