Troubleshooting when Avast Antivirus or Avast Cleanup Premium fails to load

In rare cases, Avast Cleanup Premium or Avast Antivirus fails to load and displays one of the error messages below:

  • Sorry, we've crashed
  • Sorry, our screen didn't load
  • Well, this is embarrassing

This issue may be the result of conflicts with Windows services configuration. Ensure that the relevant Windows services are set to run automatically, or reinstall the product by following the steps in this article.

Instructions

Before you begin, make sure you are logged in to Windows as a user with administrator permissions.
  1. On your keyboard, press the Win key and R key simultaneously to run the Windows Services console, then type services.msc and click OK.
  2. In the Services console, locate and right-click Avast Antivirus and select Properties.
  3. Ensure the General tab is selected, click the drop-down menu next to Startup type and select Automatic. Then, click Apply to confirm the changes.
  4. If the service stops running, click Start in the Service status section.
  5. In the Services console, locate and right-click Remote Desktop Services, and select Properties.
  6. Ensure the General tab is selected, then click the drop-down menu next to Startup type and select Automatic. Click Apply to confirm changes.
  7. Restart your PC and try to open Avast Antivirus again.
  1. On your keyboard, press the Win key and R key simultaneously to run the Windows Services console, then type services.msc and click OK.
  2. In the Services console, locate and right-click Avast Cleanup Premium, and select Properties.
  3. Ensure the General tab is selected, then click the drop-down menu next to Startup type and select Automatic. Click Apply to confirm changes.
  4. If the service stops running, click Start in the Service status section.
  5. Restart your PC and try to open Avast Cleanup Premium again.

If you still see the error message, refer to Further recommendations for additional troubleshooting steps.

Further recommendations

If the issue persists after following instructions in this article, we recommend you reinstall Avast Cleanup Premium. Follow the steps below:

  1. Uninstall Avast Cleanup Premium. For detailed instructions, refer to the following article:
  2. Restart your PC.
  3. After Avast Cleanup Premium is completely removed from your PC, reinstall the application. For detailed instructions, refer to the following article:

If the issue persists after following the instructions in this article, we recommend you reinstall Avast Antivirus. Follow the steps below:

  1. Uninstall your version of Avast Antivirus. For detailed instructions, refer to the relevant article below:
  2. Restart your PC.
  3. After your version of Avast Antivirus is completely removed from your PC, reinstall the application. For detailed instructions, refer to the relevant article below:

The application user interface should open normally now.

  • Avast Premium Security 20.x for Windows
  • Avast Free Antivirus 20.x for Windows
  • Avast Omni 1.x for Windows
  • Avast Cleanup Premium 20.x for Windows
  • Microsoft Windows 10 Home / Pro / Enterprise / Education - 32 / 64-bit
  • Microsoft Windows 8.1 / Pro / Enterprise - 32 / 64-bit
  • Microsoft Windows 8 / Pro / Enterprise - 32 / 64-bit
  • Microsoft Windows 7 Home Basic / Home Premium / Professional / Enterprise / Ultimate - Service Pack 2, 32 / 64-bit

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