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Found 3 results

  1. How you report a bug is very important. Please provide us with detailed steps to reproduce the experienced problem and follow the steps below to gather the required information and help adaware software investigate the problem. 1. Hidden files To see all files you have to select to show hidden files, see https://support.microsoft.com/en-us/help/14201/windows-show-hidden-files for a description. Please, restore the setting when you're done with this instruction. 2. adaware folder Windows 7, 8 and 10: Please, find the folder C:\ProgramData\adaware\adaware antivirus. Right-click the folder name and select Send to - Compressed folder. A new zip file, called adaware antivirus.zip, will be created. 3. Temp folder Windows 7, 8 and 10: Please, find the folder C:\Users\<username>\AppData\Local\Temp. Find the files starting with Msi, check the time stamp of the files to find one or several files created during the installation of Ad-Aware (usually seven files). Select all the found files, right-click them and select Send to - Compressed folder. A new zip file, called Msixxx.zip, will be created. The above files might be missing if you haven't installed adaware recently. 4. System Information Windows 8 and 10: Please, right-click on Start button (bottom left corner) and select Search. Search for: msinfo32 When it's listed (may appear as System Information), start that program. In the System Information window, please select Save in the File menu and save the file where you can find it, e.g. the desktop. Right-click the saved file and select Send to - Compressed folder. A new zip file will be created. Windows 7: Please, click on Start button and in the little search field above the start button enter the command: msinfo32 When it's listed above the search field, start that program. In the System Information window, please select Save in the File menu and save the file where you can find it, e.g. the desktop. Right-click the saved file and select Send to - Compressed folder. A new zip file will be created. 5. In the forum Click on choose files... at the bottom of the reply box Find the adaware antivirus.zip file. Click on Open. Repeat for Msixxx.zip file and the file from System information. Enter everything else you want to have in your post. Click on Submit Question (when starting a new topic) or Submit Reply (when replying) to post. Thank you for your help!
  2. If you get the error message Activation failed. Your activation could not be completed, please try again later., please perform the following four steps: 1.Proxy Server Please, check that no proxy server is used in Internet Explorer, Microsoft Edge, Goggle Crome and Firefox (if you have it): Start Internet Explorer. In the Tools menu select Internet options, followed by Connection tab and then click the LAN Settings button. If the check box Use a proxy server for your LAN (These settings will not apply to dial-up or VPN connections) is selected, please remove it Start Firefox. Select Options in Tools menu, followed by Advanced and Network tab, and then Settings. Select No proxy or Use system proxy settings. Try to activate Ad-Aware again. If successful, you can stop here. 2. Log Files Please, collect logs and other information by following the instructions in http://www.lavasoftsupport.com/index.php?/topic/33638-collect-logs-for-troubleshooting/ to let Lavasoft investigate your problem. 3. Activation Request File Please, download the attached file and save it on the desktop. Right-click the file and select Extract all. Start the program within the extracted folder, and this window will be displayed: Click on text Create Activation Request File .... This window will be displayed: Select Open... and then click on button Next. Please, create a compressed folder (zip file) of the created Activation Request file (.opi). 4. New Topic Please, create a new topic in the forum: http://www.lavasoftsupport.com/index.php?/forum/190-ad-aware-11/ Describe your problem and attach: Logfiles from step 2 Activation Request File from step 3 OfflineActivationClient.zip
  3. If Lavasoft needs logs to investigate an issue you have, please upload the following to the forum. 1. Hidden files To see all files you have to select to show hidden files, see http://www.bleepingcomputer.com/tutorials/tutorial62.html for a description. Please, restore the setting when you're done with this instruction. 2. Ad-Aware folder Windows Vista, 7, 8 and 10: Please, find the folder C:\ProgramData\Lavasoft\Ad-Aware 11. Right-click the folder name and select Send to - Compressed folder. A new zip file, called Ad-Aware 11.zip, will be created. XP: Please, find the folder c:\Documents and Settings\All Users\Application Data\\Lavasoft\Ad-Aware 11. Right-click the folder name and select Send to - Compressed folder. A new zip file, called Ad-Aware 11.zip, will be created. 3. Temp folder Windows Vista, 7, 8 and 10: Please, find the folder C:\Users\<username>\AppData\Local\Temp. Find the files starting with Msi, check the time stamp of the files to find one or several files created during the installation of Ad-Aware (usually seven files). Select all the found files, right-click them and select Send to - Compressed folder. A new zip file, called Msixxx.zip, will be created. XP: Please, find the folder C:\Documents and Settings\<username>\Local Settings\Temp. Find the files starting with Msi, check the time stamp of the files to find the one created during the installation of Ad-Aware (probably the latest one). Right-click the file and select Send to - Compressed folder. A new zip file, called Msixxx.zip, will be created. 4. System Information Windows 8 and 10: Please, right-click on Start button (bottom left corner) and select Search. Search for: msinfo32 When it's listed (may appear as System Information), start that program. In the System Information window, please select Save in the File menu and save the file where you can find it, e.g. the desktop. Right-click the saved file and select Send to - Compressed folder. A new zip file will be created. Windows Vista, 7: Please, click on Start button and in the little search field above the start button enter the command: msinfo32 When it's listed above the search field, start that program. In the System Information window, please select Save in the File menu and save the file where you can find it, e.g. the desktop. Right-click the saved file and select Send to - Compressed folder. A new zip file will be created. XP: Please, click on Start button and select Run. Enter the command (end with Enter key): msinfo32 In the System Information windows, please select Save in the File menu and save the file where you can find it, e.g. the desktop. Right-click the saved file and select Send to - Compressed folder. A new zip file will be created. 5. In the forum Click on the More Reply Options button, please. Click on Browse. Find the Ad-Aware 11.zip file. Click on Open. Click on Attach This File. Repeat for Msixxx.zip file and the file from System information. Enter everything else you want to have in your answer. Click on Add Reply to post. Thank you for your help!