Dave CCleaner

Sounds like you were previously using the free version of CCleaner 5.85 and downloaded the trial version of CCleaner Professional from the website instead of CCleaner Free when trying to update? If you have Automatic Updates switched on then you would have updated directly. But you can also go directly to https://www.ccleaner.com/ccleaner/download/standard (link starts the download) to grab the free version.

...and a rather important question it is too. If you bought your copy of CCleaner at a suspiciously low price on eBay then you are probably going to continue to have a bad time.

@xSimone: Which version of CCleaner are you using? When I see that one of Drivers is out of date ... ... if I click on the "Learn More" button then all that information is in there. My current version and when it was installed, and the version numbers and release dates of all subsequent versions (so I can take my pick of which one to update to):

Hi @mohankrajan note that this is a public forum, so please do not share any personal information on here. For personalised support, I would recommend contacting customer support at support@ccleaner.com. I am seeing many credit card payments being successfully made by Indian customers - there may be an issue with how your bank has implemented 3D Secure authentication. I'll pass this one to Cleverbridge to investigate. In the meantime, I note that you did have a couple of failed attempts at credit card purchases on October 14th, but tried a PayPal purchase on October 17th which was successful, but incomplete. You would have had an email from Cleverbridge reminding you to complete your payment on PayPal on the same day, with content per per the screengrab below. Were you able to complete your PayPal order using the link provided in the email?

@ma14: I was able to locate your support ticket. You contacted support at 01:39 on Saturday morning and Raymond responded shortly thereafter at 05:06 to ask you for some additional information, since there is no record of you having purchased that licence key from us using that email address. There does not seem to have been any reply from you since then. It looks like you may have purchased this licence from a reseller. Did you receive any instructions from them when you purchased it?

I can confirm that f9b9040ab552691a5f8b72369bb21a482442ce74623fb8aa93618bbf231780d0 is the file hash for the Kamo installer that you would have downloaded from Cleverbridge after purchasing the CCleaner Premium bundle. ie: This is an official installer from CCleaner, and not an impersonator downloaded from a third-party website. The installer is safe. This is a false positive, with what looks like a heuristic score rather than a claim of some sort of specific detection. I am not familiar with eGambit, but these more niche malware-protection engines have a habit of throwing false positives for privacy and system utility software, and tend to not have the necessary resources in their threatlabs teams to sift through whitelisting in a timely fashion. Note that the other 66 engines (including all of the better-known AV engines) show it as safe.

@ma14: As of Monday morning, there were no unanswered support tickets from the weekend or before. Do you have a support ticket number that I can check for you?

Don't worry - you have not lost anything. As per the email that you would have renewed from: "you won't lose any time by renewing early. We always add any time left on your old subscription to your new upgraded one." More information here: Will I lose any time on my subscription if I take an offer to renew early? – Piriform Support - but the short version is that since you upgraded using the same email address, etc, and within 90 days of your old licence expiring, your new licence expiry date will be November 24th 2022 - it can just take a few hours to refresh. You should see your new expiry date in about 3 hours from now.

About a year ago we added this option in CCleaner, which can be unchecked: Options > Privacy > Offers > See possible upgrades and offers for our other products by sharing app-usage data with us Strictly speaking, CCleaner isn't collecting any individual app-usage data anyway, but we have been using this flag to suppress offers for free users (that would otherwise pop up occasionally when there is a sale on), and in recent months to reduce (although not completely eliminate) the number of renewal reminders for paid users coming up to expiry. Of course, that has simply swapped out the "why are you popping up with a renewal discount?" complaints with "why didn't I get a discount?" and "why didn't you tell me that my licence was expiring" complaints instead - but the option is there.

@GUERET: Si vous avez toujours accès à l'adresse e-mail que vous avez utilisée à l'origine pour acheter CCleaner, mais que vous ne trouvez pas votre e-mail de confirmation de commande, vous pouvez accéder à https://www.ccleaner.com/support/license-lookup pour recevoir vos informations de licence. pour vous. Si cela ne fonctionne pas pour vous, vous pouvez contacter le support client de CCleaner à support@ccleaner.com. ------ If you still have access to the email address that you originally used to purchase CCleaner, but cannot find your order confirmation email, you can go to https://www.ccleaner.com/support/license-lookup to have your licence information sent to you. If this does not work for you, you can contact CCleaner customer support at support@ccleaner.com.

There is no free version listed in that matrix (see below), although it is possible to download a time-limited trial of CCleaner Cloud. In short: CCleaner Business Edition is basically the same as CCleaner Professional, but with the ability to volume licence for more than 5 computers (CCleaner Professional only goes up to 5, with the Premium edition). Suitable for companies with 6+ computers wanting an unmanaged endpoint solution. Those with 5 or less should probably be using CCleaner Professional (1 PC), CCleaner Professional Plus (3 PCs) or CCleaner Professional Premium (5 PCs). CCleaner Technician is licenced for portable use on multiple machines as a breakfix tool for IT technicians. Trying to use CCleaner Professional or CCleaner Business in this fashion would be more expensive since you'd have to pay for each endpoint. CCleaner Cloud is the managed endpoint solution. If you're an IT manager with 10+ computers under management (particularly remote ones) then this is the one for you. CCleaner Free misses the paid features (software updater, driver updater, scheduled cleaning, smart cleaning, startup speed, etc) and support and is only for home use. IT managers deploying CCleaner Free on their company networks are a) software pirates and b) doing themselves a disservice for not using the CCleaner Cloud managed endpoint solution.

@AlvaroS; as of the time of writing, the oldest support ticket not yet personally answered by a human agent is 32 minutes old. While a bit of a backlog can sometimes accumulate over the weekend for customers who don't have the 24x7 CCleaner Premium Support, these are generally cleared out by Monday night. Can I ask what your previous ticket numbers were so I can see what might have happened to them? (and I assume you were emailing support@ccleaner.com?)

@davidbroster: I saw your support ticket ... and note that you saw that the licence had been extended while you were writing it ;-) You had purchased at 3:21pm and the licence match/extension batch run is currently running at 8:20pm (and then again at 4:30pm) so while we appreciate the thankyou note that you sent to our support team, all credit in this case belongs to the licence credit robot.

@Homerj222: What file did Defender flag? Microsoft decided to take exception to the free installer of CCleaner 5.69 (although not CCleaner itself) and multiple prior versions retrospectively, but this was sorted out with them as of CCleaner 5.70 - which was released back in August 2020 (https://www.ccleaner.com/ccleaner/version-history) The latest free installer (CCleaner 5.85) shows as problem-free on all AV engines: https://www.virustotal.com/gui/file/6075fd4dc0f315f086493de9e970176ced27e1ec817c5710a647d271e4d364f1/detection Although there is a "contact us" at the bottom of each of the support articles on the website, as a paid subscriber you can also contact CCleaner customer support directly using the email address in the order confirmation email from Cleverbridge that you received on September 11th: ... or one of the other items of correspondence that you would have received from CCleaner in the months prior. If you are using CCleaner Professional, there should not have been any Defender issues with that. Sounds like it picked up an old free installer file for CCleaner 5.69 or prior that you may have still had sitting in your downloads folder from a couple of years ago?

For users of the free version of CCleaner and other members of the general public, there is a link to a contact form at the bottom of each FAQ article on the CCleaner website. This placement is quite deliberate, since customer support prioritises the requests of paying customers, and so free users will generally find a solution to their problem quicker by checking the answers to common questions on the website. For paid customers, you can get to what you need with a single click. The direct contact email address for customer support was in the order confirmation email that you received from Cleverbridge when you signed up for a subscription on the 23rd of October 2020 and in the confirmation of your subscription billing that you received on the 8th of October 2021, and also in the several renewal reminder emails that you would have received prior to this date. Single-click cancelation of your subscription to prevent future billing was also available in from your original order confirmation, or from the email that you received on September 23rd 2021 advising you of your upcoming billing, ie: ... and also via Options > About > License Information > Manage Subscription inside CCleaner itself. Addition: I note that you had already contacted support for a refund at 6:40am this morning (before you posted here that you were unable to find a link to support), and received a detailed response from customer support at 7:02am - by which time your refund had already been processed. You would have had an additional confirmation of this from Cleverbridge at 7:06am. For future reference, there is no need to be abusive to the customer support team in order to obtain a refund. They know that customers sometimes forget to cancel things on time and they process refunds promptly when requested (even on weekends).

You mileage may vary depending on time-of-day, day-of-week, and whether support is in peak season or not, and whether you contact CCleaner support using the same email address that you used to purchase CCleaner - but I would observe that at the moment, the oldest unanswered support enquiry is all of about 20 minutes old.

When we first released the Driver Updater feature a couple of months ago there were 5 million different drivers in the database - with more added all the time since then. So the chances are that we have your devices covered.

There is no explicit deprovisioning system for CCleaner Professional (that is more of a function for the managed endpoint products for larger businesses like CCleaner Cloud). However, for CCleaner Professional the licensing limits are fairly robust to the kind of scenario that you describe - if you swap out a couple of old retired computers with new ones over time, you shouldn't have any trouble. Where things can go bad is if the "retired" computers start springing back into life - so if your old machines are being sold off in an intact state then best to uninstall CCleaner Professional from them before they go to someone else. If a 1-5 seat CCleaner Professional licence seems to pop up on new computers every week (eg: it's being used as a roaming tech support tool for client computers as a one-time break-fix tool) then that is certainly going to be a problem unless you have licensed CCleaner Technicians Edition, which is specifically designed for that purpose.

That does not sound like a CCleaner download filename. If you are trying to get CCleaner Professional installed onto a new laptop then, as per the help article at https://support.piriform.com/hc/en-us/articles/204043844-How-to-register-and-activate-CCleaner-Professional, you can download it directly from https://www.ccleaner.com/go/get_ccpro

@FRANCISCO ROMANO: Something to check to try to see where the problem may be arising, certificate-wise: If you open up your default web browser and point it at https://license-api.ccleaner.com/ does it let your computer connect, or fail, ie: or

I checked and can see that you replied yesterday afternoon, so you should hear back from them soon. Error 12045 is a Windows error code, and sounds like an SSL error - which is unusual and may have something to do with your firewall settings? The case has been bumped up to Level 2 support so they may have some more detailed questions. Also: Are you using Windows 7 by any chance?

Just a note for all those who follow - the corporate sales department will be more than happy to help you order a 100+ seat licence of CCleaner Cloud for a managed endpoint solution for your company network. Anything relating to home users sent to them will only be delayed as they transfer it to customer support.

Although registration errors are thrown after you enter your name, the fault is usually with the entry of the license key. Check the help article here: How to register and activate CCleaner Professional – Piriform Support, but 9 times out of 10 a copy-paste of your licence key will solve the problem (if you accidentally transcribed a letter I as a the number 1, for example). If you are still have troubles, reach out to support@ccleaner.com for registration assistance.

Well I cannot fault your logic there - that would indeed be a sensible place for us to put it. We are working on better help integration in upcoming releases, so it will find it's way in there eventually to save people rummaging through their correspondence from us in order to find the information.

They did get back reasonably quickly. Customer raised a ticket at 02:06 Thursday morning and immediately received the answer robot response acknowledging receipt of his query and some suggested help articles. 34 minutes later he received a human response (from Lowie, who is certainly not a robot) with more comprehensive registration instructions in Spanish and an invitation to follow up if he was still having difficulties following them. The customer did not respond. @FRANCISCO ROMANO: I would suggest referring to the email from Lowie - particularly "Nota: Copie y pegue estos detalles en el cuadro de diálogo de registro. Escribirlos manualmente puede resultar en errores y un registro fallido" and if you have followed his instructions without success, reply back so that he can assist you further.