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Dave CCleaner

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Posts posted by Dave CCleaner

  1. @samb @Kent Linkletter That sounds odd.  I don't recall seeing that issue with CCleaner Browser.  if, for example, you open up https://cdn-download.ccleanerbrowser.com/ccleaner_browser_setup.exe from CCleaner Browser it indicates that it downloads with no difficulties.

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    Have you got any examples that you can provide where this is happening?  Are the links http or https?  Which version of CCleaner Browser are you currently using? (You can find the version number from the three dots in the top right > Help and About CCleaner Browser > About CCleaner Browser)

     

  2. On 26/01/2021 at 21:02, JohnDeutsch said:

    Would the fact that my email address was not in your support system have caused my original message to be rejected?

    Confirming that wouldn't be it.  If an email address matches a customer with an active paid subscription the ticket goes into the priority queue; if it matches someone who purchased the Premium Technical Support plan it goes right to the front of the queue for immediate handling by the 24x7 team; and if it doesn't match a known customer a ticket is still raised (and an automatic response sent) but in the lower priority queue.*

    On 26/01/2021 at 21:02, JohnDeutsch said:

    Does your email server have some sort of list of blocked addresses

    We have a number of blacklisted addresses, content patterns, and a couple of domains responsible for some rogue behaviour - but these are not bounced, but rather go into a spam bucket that gets swept a couple of times a week looking for customers who may have triggered a false positive (eg: by having a few too many affiliate links in their email signature).  

    Update: I did see a response from you (with your ISP email address) to @johnccleaner's test email arrive about 6 minutes after you posted your message above.  Did you manage to jiggle something at your end to get things working?

     

    * Not directly relevant to this case, but for the benefit of future readers, note that customer support is one of the paid features of CCleaner Professional for customers with an active paid subscription and comes in two tiers: the standard 12x5 priority email support that comes with CCleaner Professional and CCleaner Professional Plus, and the 24x7x365 live support that comes with CCleaner Professional Premium (also sold as CCleaner Professional Plus with Premium Technical Support).  The "lower priority queue" mention above for non-paying users is regularly monitored for bug reports and other feedback, but personal responses are not guaranteed as service levels for paying customers are always prioritised - free users (and former paid users whose subscription has expired) who have questions that may be of general interest are encouraged to raise them in this community forum instead.

     

  3. Just now, redbuppy said:

    Firefox is my default browser, and it deletes cookies at exit.

    Thanks for this.  Usually the feedback we get on overmessaging never has enough information to pinpoint a root cause - this thread has been absolute gold in that regard.

    Just checking, for some additional triangulation, did you have your computer on between Christmas and New Year?  Did you get any overmessaging during that period about our "Boxing Day" sale that ran at the time?

    While again, this run of messages is due to end mid-week anyway, solving the root cause for all messages is a high priority - I'll keep this thread posted on any progress.

  4. @redbuppy: would I be correct in assuming that the January 14th notification was a little text box and the once from the 25th and 26th were more colourful ones?  To confirm:

    • Had you restored the cookies whitelist as per the cookies.txt?
    • Do you have any other software or tools on your computer that would be cookie purging (other than the Firefox setting that you mentioned? I assume that Firefox is set as your default browser?)
  5. 33 minutes ago, nukecad said:

    I believe from previous discussion that was changed because we used to get complaints here that the update was unintuitive and 'clunky'.
    Users would land on the webpage but didn't know that they then had to click the 'No Thanks' to decline a paid version and send them to another webpage, where they could then download/install the Free.
    It's those webpage steps that have been removed, and it's certainly a much simpler update process now.

    We used to get complaints everywhere.  Getting rid of that process was by far and away the #1 ask that we had from our customers - after 9+ years of forcing our free users to go through a cumbersome manual update flow, we'd become a bit of a meme in that regard.  We've made a collection of them as a reminder in case we're ever tempted to revert to that kind of thing.

    33 minutes ago, nukecad said:

    I see that Dave CCleaner has promised to take a look at if that new behavious can be modified for portable/uninstalled setups.

    While my mind went first to something complicated with drive type detection, I note that there is a portable.dat in the zip files and we may be able to shape behaviour based on that.  I would imagine that a common scenario for a USB stick of portable fix tools would most likely have it set to read-only, which would stop updates anyway.

    On the other hand, we do have a number of third party sites who have been touting the portable installer as a mainstream download, so we'd probably also need to estimate how many active users are likely to fall into that category, so we still have a solution for them as well.

  6. @Judy C: For the more immediate issue of restoring deleted files, you can download our Recuva software for free here: https://www.ccleaner.com/recuva/download

     

    If you are using HealthCheck then after you scan, but before you clean, you can deselect the Recycle Bin, if you want to avoid cleaning that out:

    image.png

    For custom clean there is a checkbox option:

    image.png

    ... and also under Options > Advanced there is an option to only delete older Recycle Bin files:

    image.png

     

     

  7. 8 hours ago, Paidup_User21 said:

    Finally checked ccleaner.ini

    Everything you list there is configurable under the Options menu.

    8 hours ago, Paidup_User21 said:

    CC secretly hides from us:  CookiesToSave [...] 

    Not hidden. Configurable under Options > Cookies.  The only thing that this tracks is the "I have already seen this one-time message and I don't need to see it again" flag for some reminder notifications.  If you have deleted some of these then you may find yourself receiving some notifications more frequently than intended. If so, the fix for this is to go to Options > Cookies in the CCleaner console, right click in "Cookies to Keep", select Import and import the cookies.txt attached here.

    8 hours ago, Paidup_User21 said:

    I do get an EMAIL about once a month, notifying me of an Update

    Sounds like you have subscribed to the CCleaner newsletter.  If you no longer wish to receive that you can click "unsubscribe" in the footer of one of those emails.

     

    cookies.txt

  8. In case it wasn't already covered higher up in this thread, just a reminder that there is no separate "regular", "slim" or "portable" version of CCleaner.  Those terms apply to the installer wrapper (or lack thereof) around CCleaner Free.

    CCleaner Free's own internal updating process can be configured via Options > Updates in CCleaner 5.50 and above.  For someone using CCleaner in a portable fashion off a USB stick where storing settings in the registry aren't going to be appropriate between different machines, Options > Advanced > Save all setting to INI file should do the trick to ensure that your preferences regarding notifications and update delivery remain persistent.

    The "Emergency Updater" (CCUpdate.exe) is a separate process introduced in CCleaner 5.35 to spring into life exclusively for emergency situations, but to do so rapidly when it is required.  In the future we expect that most people will be automatically updating anyway, but we still arguably have a duty of care to the customers who don't.  CCUpdate.exe may still be the best way going forward, or we may find that implementing a runtime block is a more expedient solution.

    Some users have deleted the CCUpdate.exe file on their computer.  I am not sure if I should be heartened by their confidence that CCleaner will never release a version requiring an emergency remedy, or concerned by their belief that Windows will never release an update that seriously breaks compatibility with utility software (again).  Either way, it is disabling the fuses and not recommended:

    Don't do this : dankmemes

    We'll take a look at the use case of updates of CCleaner Free on portable media.  In the interim, you may find that unchecking those update boxes and manually downloading ccsetupxxx.zip is the best option for you.  If you suspect that there are many other CCleaner Portable users with a similar requirement, feel free to add your suggestion to https://ideas.ccleaner.com/ to rustle up some public voting.

     

     

  9. @flotty: You may find some useful information here: How many computers can I install CCleaner Professional Plus on? and How to register and activate CCleaner Professional

    You can download CCleaner Professional Plus onto additional machines via this link: https://www.ccleaner.com/go/get_ccproplus, or if you have already installed the free version of CCleaner onto your second computer you can go to Options > About > Upgrade to Pro inside the CCleaner console and enter the licence information from your order confirmation email

  10. @circle110: This a public peer support forum for CCleaner products. Matters relating to purchases are best handled with customer support (support@ccleaner.com).

    I note that you contacted support out-of-hours on Tuesday, received a response and opted for a refund.  Your case was already queued for refund processing and you should receive a followup once the refund has been issued.

  11. @Andres Lara: You might need to provide a bit more information about your system configuration for someone to help you, such as:

    • What version number of CCleaner are you using? (If the issue was CCleaner-specific then it would have impacted other users, and likely have been solved in one of the releases since April)
    • What version of Windows are you using?  If Windows 10, which update version (1809, 1904, 20H2, etc)
    • What AV and firewall are you using?  Are they up to date?  Have you set them to block any CCleaner services?
  12. @Mark1960: Best to check licence-specific issues with support@ccleaner.com.  But this sounds like an issue that was specific to new format CCleaner licence keys (the ones that don't start with a "C" or a "P") on versions of CCleaner 5.74 and below.  Check your CCleaner version number (top left hand corner of the CCleaner console) and if it is 5.74 or lower you can grab the latest CCleaner Professional (5.76 at the time of writing) from https://www.ccleaner.com/go/get_ccpro

     

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  13. 17 hours ago, nukecad said:

    I think this notification issue may be because v5.75/ v5.76 are classed as 'Important Updates'

    The "Important Update" is only available for versions from 5.50-5.73.  5.74 and above use the "Automatic Updates" process.  But both have settings for people who want to do their updates manually via the website and/or not receive notifications.  I'll open this up for investigation to check if this is a 5.75 bug re the notifications or a client configuration issue of some sort.

  14. @lucpeeters: Which CCleaner version are you on?  This was solved for most impacted users with CCleaner 5.75/5.76.  If you are on CCleaner 5.75 or higher and this is still happening, please contact customer support (support@piriform.com) and they can assist you.

  15. This seems to have been related to some garbled vendor information for three specific software packages - which were fixed today.

    @MartyRoss, @ebolisa, @Ray Tibbles, @CWFreack: As previously impacted customers, can you confirm if you are still seeing this error please (you may need to restart CCleaner) so we can confirm if this was indeed the cause or if there is still something else going on?

  16. On 22/12/2020 at 15:30, Dave CCleaner said:

    We are trawling through the list looking for potential culprits

    Quick update: Found three culprit software definition entries.  Two fixed, one WIP ETA later today. I will post back shortly when it should be ready to retry.

    Update 2: These have now been fixed @Mr Underhill, @GregBickel, @2Prestones: please try HealthCheck again and let us know if this resolves the problem or if there is something else afoot.

  17. @Mega59100: This was the "Boxing Day" sale. The licence on offer here is valid for 1 year, after which time most of the paid features of CCleaner Professional will cease to function if the licence is not renewed.

    CCleaner Professional for Windows (1 PC) and CCleaner Professional for Mac (1 Mac) are only licensed on an annual basis at whatever promotion rate may be shown at the time to you for the first year and at the full price (ie: the strikethrough price) per year thereafter. CCleaner for Android is our only non-business product with a monthly billing option.

    The CCleaner Professional Plus bundle (which covers 3 PCs and/or Macs) can also be purchased for a 2 year initial term, after which it rebills annually.  This is available from the https://www.ccleaner.com homepage.  Standard new licence prices are shown below in Euros (but should switch to your local currency when you are on the site)

    image.png

    Ongoing subscription billing can be cancelled at any time after purchase from the purchase confirmation email that is received from Cleverbridge (our online sales and billing partner) after ordering, or from the CCleaner console under Options > About > License Information > Manage Subscription or from the billing reminder that Cleverbridge will send just before the billing occurs. (More information here: How do I manage my CCleaner subscription? – Piriform Support)

    Note that regardless of whether you have subscription billing on or off, you will still receive customer loyalty discount offers from us prior to your licence expiry.

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