Skip to main content

AdAware 11 uninstall wiped my partition please help

Comments

14 comments

  • Customer

    I found a solution:

     

    I downloaded the free version of Recuva (by Piriform, a software company you can trust) from http://www.piriform.com/recuva/download/standard, and ran it on the drive that had its files deleted.

    It seems to have found all the files, and I'm recovering them at the moment.

     

    I'll manually uninstall AdAware afterwards, and never download anything by Lavasoft ever again.

     

    EDIT: Recuva does not recover your folder structure, just the files.

    0
  • Support

    Hi MPhilips,

     

    Thank you for your report and I'm sorry for the loss of files, but very good that you could recover the files with Recuva.

    I have informed my contact person since it's a very serious problem.

     

    Please, help adaware software (Lavasoft) to investigate what happens so no more users loose their files.

    Please, collect as much as possible of the logs and other information mentioned in the instructions in http://www.lavasoftsupport.com/index.php?/topic/33638-collect-logs-for-troubleshooting/ to let Lavasoft investigate the problem.

     

    Please, note that a hard disk can crash at any time and it's very important to always have all files on at least two locations (disk, external disk, online backup etc.).

    0
  • Customer


    Hi MPhilips,

     

    Thank you for your report and I'm sorry for the loss of files, but very good that you could recover the files with Recuva.

    I have informed my contact person since it's a very serious problem.

     

    Please, help adaware software (Lavasoft) to investigate what happens so no more users loose their files.

    Please, collect as much as possible of the logs and other information mentioned in the instructions in http://www.lavasoftsupport.com/index.php?/topic/33638-collect-logs-for-troubleshooting/ to let Lavasoft investigate the problem.

     

    Please, note that a hard disk can crash at any time and it's very important to always have all files on at least two locations (disk, external disk, online backup etc.).


     

    Hi CeciliaB,

     

    I can't report my crash to lavasoft as sadly I don't have any logs I can post, since they were wiped alongside everything else on the partition. I'm glad you are taking this seriously, this issue is wasting a lot of my time.

     

    I should note that while Recuva did recover all the files, it does not retain the file structure while doing so, so I'll have to re-install everything manually anyway. For anyone who lost lots of pictures and word files however, this will not be too much of a problem, as the files are recovered, just not any type of sorting you would've performed with folders.

    I do keep cloud backups of personal files, but not of installed software (as that would be pointless anyway).

     

    Either way this shouldn't have happened, and I would fire whoever is in charge of IT at Lavasoft. If I was a paying customer, I would've sued.

    0
  • Support


     

    Hi CeciliaB,

     

    I can't report my crash to lavasoft as sadly I don't have any logs I can post, since they were wiped alongside everything else on the partition. I'm glad you are taking this seriously, this issue is wasting a lot of my time.

     

    I should note that while Recuva did recover all the files, it does not retain the file structure while doing so, so I'll have to re-install everything manually anyway. For anyone who lost lots of pictures and word files however, this will not be too much of a problem, as the files are recovered, just not any type of sorting you would've performed with folders.

    I do keep cloud backups of personal files, but not of installed software (as that would be pointless anyway).

     

    Either way this shouldn't have happened, and I would fire whoever is in charge of IT at Lavasoft. If I was a paying customer, I would've sued.


     

    Hi

    Hi MPhilips,

     

    Adaware software would appreciate even if you only upload the system information file, since it's possible that it contains something that shows in what way your computer is different from others where the uninstallation hasn't deleted any personal files.

     

    Do you remember what files/folders that weren't deleted?

    That can be a clue too.

    0
  • Customer

    In my case only 2 folders containing a few videos files weren't deleted. Everything else was, including all other video files of the same format.

    0
  • Support

    In my case only 2 folders containing a few videos files weren't deleted. Everything else was, including all other video files of the same format.


    Strange that those weren't deleted.

     

    Please, try give Lavasoft the information that I posted in your own topic: http://www.lavasoftsupport.com/index.php?/topic/34820-uninstall-adaware-and-my-entire-harddrive-was-wiped/#entry151797

    0
  • Customer

    Also, I know you mean well, but I highly suggest against telling people that it's a good idea to back up all their files when it was Lavasofts software that deleted it all. It comes off as victim blaming and the responsibility here is 110% on Lavasoft. I'm with MPhilips here, if I had been using the paid version I would have sued Lavasoft.

    0
  • Customer

    The logs were deleted along with everything else. I used recuva but I have 35,000 unsorted files that I now have to sort through. I had Adaware installed on my main drive that holds everything EXCEPT windows. I keep windows on a small SSD drive.

    0
  • Customer

    I had my hard drive wiped as well. Twice actually. Once when I updated Ad-Aware and a second time (after recovering some files with recuva) when I uninstalled the program. Unacceptable.

    0
  • Support

    The logs were deleted along with everything else. I used recuva but I have 35,000 unsorted files that I now have to sort through. I had Adaware installed on my main drive that holds everything EXCEPT windows. I keep windows on a small SSD drive.


    I understand that the Ad-Aware logs were lost, but please upload the system information file and maybe you've the .msi files in the partition with Windows.

     

    Sorry for the comment about backup, I just know cases where people have lost everything on the computer forever when hard disks have crashed.

    0
  • Support

    I had my hard drive wiped as well. Twice actually. Once when I updated Ad-Aware and a second time (after recovering some files with recuva) when I uninstalled the program. Unacceptable.


    Hi EHall,

     

    Adaware software (Lavasoft) is investigating the issue and it'll go faster (minimize the amount of users that loose files) if you collect and upload as much as possible of the files mentioned in http://www.lavasoftsupport.com/index.php?/topic/33638-collect-logs-for-troubleshooting/ .

    0
  • Customer

    Lavasoft needs to release a statement and / or shut down the server from their end and let people know not to do anything with the software including uninstalling it until they figure out the issue. We are not their tech support nor QA team and I'd be embarrassed as a company to rely on the victims logs to figure out the issue or to even just figure it out faster.

     

    This issue is already flowing around social media. Their silence is making it much worse.

    0
  • Support


    Lavasoft needs to release a statement and / or shut down the server from their end and let people know not to do anything with the software including uninstalling it until they figure out the issue. We are not their tech support nor QA team and I'd be embarrassed as a company to rely on the victims logs to figure out the issue or to even just figure it out faster.

     

    This issue is already flowing around social media. Their silence is making it much worse.


    As far as I know many software companies ask users to send in logs etc. when a new problem arises and more information is needed to find out why the problem occurs in some computers but not in other. The only difference here is that is done in the forum where other persons can see it's done, instead of that the report in the forum of the product triggers an email conversation.

    0
  • Customer

    Hello,




    Please accept our sincere apology. We are truly sorry for the frustration we have caused you. Even though the root cause still remains unknown, our developers will investigate the main reason for this issue. As a result, in order to prevent this from happening in the future, new procedures are being put in place.




    We thank you for bringing this to our attention. It will help us improve our operations and services. We very much appreciate your business and hope that you will remain a valued customer. If there are any other issues that need to be addressed, please don't hesitate to contact us.




    In the meantime could you please provide us with additional details?




    1. What folder was chosen for Ad-Aware installation?


    2. What version of Ad-Aware 11 did you have installed before aa12 update?






    Than you for the assistance.




    Kind regards,


    Anna



    0

Please sign in to leave a comment.