Dave CCleaner
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Posts posted by Dave CCleaner
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On 31/03/2023 at 11:50, nukecad said:
Yes I got that 'expires today' notification yesterday
As the licence I use is a staff one and is good until 2025 I knew it was wrong.
It seems to have be a glitch where the licence server briefly couldn't access expiry dates for some reason, so if you opened CCleaner you got that notification.
It was quickly corrected yesterday so most will not have seen it, only those who happened to open CCleaner during that short period.There was an issue was between 10:10am and 12:28pm Thursday UK time, during which time some CCleaner Professional for WIndows users received the message below when a temporary glitch during a license system migration was returning "0" as the number of days remaining until expiry (ie: "expires today") - whether the customer had an active or expired licence registered. It did resurface again between 00:30 and 09:00 on Friday morning as well, albeit for a different reason, but we've been monitoring over the weekend, and we've seen no erroneous expiry notification pop-ups since then.
If any readers saw a different message relating to their CCleaner licence expiry, then that would be most likely unrelated to this event.
As a general note, you can always check your licence expiry date inside CCleaner by going to Options > About > License Information, or the My Account section in the top right corner. An unexpected expiry date is most generally due to:
- You just renewed or upgraded and your licence has not been credited yet - can take a couple of days to go through Will I lose any time on my subscription if I take an offer to renew early? – CCleaner Support (piriform.com)
- You have a new licence key that you haven't registered yet - check your order confirmation email from Cleverbridge, or use the self-service licence lookup tool here: https://www.ccleaner.com/support/license-lookup
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The "Private Connection" feature of CCleaner hides your IP address and makes it look like you are from a completely different location, which combined with the anti-fingerprinting feature, means that you can't be tracked across websites.
This can sometimes present a problem if,:
- You are trying to connect to a printer on your home network - since you are now trying to connect from outside of home.
- You are trying to to connect to a media service that is locked to your home country - if you are telling it that you are in different one.
- Also, if you are trying to connect to online banking or to log into your social media account from what appears to be an unusual location, they may think that it is someone else trying to access your account, and require you to respond to some additional authentication in order to connect.
If you need to prove that you are where you actually are for any sites like these, the best solution is probably to switch off the Private Connection while you are using them, and switch it back on again when you want to go back to private mode when browsing other sites.
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On 14/02/2023 at 20:56, fishpoem said:
The latest version of CCleaner deletes ALL Microsoft Office executables
We see this sort of thing reported from time to time over the past couple of years - and it always strikes us as odd since, while CCleaner will clean Microsoft Office temporary files (under /AppData):
a) CCleaner doesn't remove executables (unless you have them stored somewhere particularly unusual, like your recycle bin - or as per @nukecad's note above, some misbehaving third party AV had moved them into a temp folder)
b) CCleaner staff all use Microsoft Office (as do quite a lot of other people, I gather - I hear that it is quite popular software) and it seems like something we would have noticed if it was happening to us in the course of normal operation.
I do recall several cases where upon further investigation, the users had checked the option to remove desktop shortcuts, seen that their Office shortcuts were missing from their desktop and concluded that Office was gone.
Other cases of "Microsoft Office isn't doing [expected thing]" tended to relate either to another productivity application taking over the file associations, or from putting Microsoft Office to sleep with Performance Optimizer.
@fishpoem: It seems that 2 weeks ago, customer support advised you that CCleaner will remove Microsoft Office temp files but will not remove Microsoft office itself. Although it is worth noting that CCleaner can indeed remove Microsoft Office if you go to Tools > Uninstall, select Microsoft Office from the list of applications and uninstall it, they would have assumed that it is unlikely that you would have gone through such a multi-step process without remembering it:
In a followup the following morning, customer support suggested that your issue may have been related to Performance Optimizer putting a Microsoft Office service to sleep, and gave instructions on how to "wake it up" if that was indeed interfering with the operation of Microsoft Office on your computer. But you closed the case saying that you thought it was probably actually Windows 10 updates causing your issue.
I can see that you raised another ticket on the same issue on Wednesday evening and support again provided you with instructions on how to wake up programs that you may have put to sleep in Performance Optimizer. Can I check if you have had a chance to try what was suggested?
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3 hours ago, Eldamian0 said:
And there is not even support by chat / mail while I pay!
When you bought CCleaner Professional, the customer support address was in the confirmation email - support@ccleaner.com
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On 05/03/2023 at 22:20, jced said:
I contacted them, but I never received a reply
Looks like you initially contacted Cleverbridge customer support on Friday afternoon. Please note that all they do is to forward your requests to us - so it is quicker to contact CCleaner customer support directly.
When you contacted CCleaner customer support on Sunday evening asking to cancel your subscription renewal I can see that you did so under your registered email address (thanks for that - it makes sure that you are automatically identified as a CCleaner customer so that you can get answered faster) and received a response 3 hours later at 01:40 am Monday morning. It looks like our support agent Kevin also cancelled your subscription renewal for you at that time as per your request.
If you proceed with taking out a new CCleaner Professional Plus subscription (to cover both your PC and your android phone) prior to the expiration date of your old licence in April, your new licence will be credited for the remaining time on your old licence (Will I lose any time on my subscription if I take an offer to renew early? – CCleaner Support).
Note that if you had not cancelled your old subscription, but still upgraded prior to your billing date, the old subscription billing would have been automatically cancelled anyway to avoid double-billing (so you wouldn't have needed to go through the step of cancelling your old one first).
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On 03/03/2023 at 16:05, Justin095 said:
I went for the 30 day free trial
There is a 14 day trial with no card on file, and a longer 30 day trial which does, If you are using the 14 day trial then we have no email contact details for you, you automatically have the full CCleaner Professional features (ie: all the padlocks removed) upon starting the trial, and your licence will simply revert to the free version after 14 days.
If you got the 30 day trial then you should have got an email from Cleverbridge with your order confirmation unless you a) never completed the process or b) mistyped your email address so you order confirmation went out into the void. You would most likely have gone through some kind of in-app ordering flow and your licence key would have been automatically registered in the product. If so, you product would be showing as CCleaner Professional instead of CCleaner Free and you can go into the account management inside CCleaner to find your licence key or click "Manage Subscription" if you want to cancel autobilling.
If your product is not registered, but you are absolutely certain that you went through the process of entering your billing information (but perhaps mistyped your email address) then you can contact customer support for assistance at support@ccleaner.com. So that they can find your information, please be sure to provide as much of the following information as possible:
- Your licence key (if they were able to find it in the step above)
- The full name you are most likely to have used (or any possible variants thereon)
- Your country
- The payment method that you put on file (Visa, Mastercard, Paypal, etc - but do NOT provide any credit card number since they don't have access to that information anyway)
- When you would have registered for the 30 day trial
... and be sure to let them know that you can't provide the order reference number, licence key, email used, etc if you weren't able to locate them.
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On 02/03/2023 at 21:14, Antonio Sergio said:
Are those 2 programs clones marketed under diferent names?
These are different products with partially overlapping, but different feature sets (CCleaner has the real-time monitoring and Driver Updater, Avast Cleanup has a more streamlined bloatware remover, etc).
On 04/03/2023 at 03:36, Antonio Sergio said:The licence keys/activation codes are absolutely identical.
Yes ... and no. The keys are not individual licenses as they used to be, but rather a "container" for product use entitlements across multiple products and brands. A key may work across multiple products, but not until you buy them.
By way of background:
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The old CCleaner licensing system used unique licence keys for each purchase (the 24 character ones that started and ended with "C" for CCleaner Professional for Windows and CCleaner Professional for Mac; and started with "P" and ended with "F" for CCleaner Professional Plus and the CCleaner Premium bundles). One of the top support contact drivers was customers entering their registration information incorrectly (the keys could contain the letter "I" which was often mistyped as a "1", the customer name had to exactly match and you would be surprised how many times customers would forget what name they originally entered when purchasing, etc). The other main source of confusion was that customers would collect multiple licence keys over the years, and forget which ones they were using on which machines, or which related to what product.
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A couple of years ago we started to phase out the old system and bring in a new licensing system, where the keys have 20 characters instead of 24 and are easier to enter. Most notably, these keys are now for an account rather than for an individual product entitlement. So, when all goes as it should, if you upgrade from CCleaner Professional to CCleaner Professional Plus under the new system, you don't have to mess about entering a new licence key - the existing one contains your upgraded entitlements. Likewise if you were to then add Kamo as a separate stand-alone product, it should also use the same key that you already had, albeit with a different expiry date.
- Most people just stay within the CCleaner Professional family - if they just want CCleaner Professional for one device then they buy CCleaner Professional for Windows, Mac or Android. If they later want CCleaner Professional across multiple devices then they upgrade to CCleaner Professional Plus (3 devices). And if they want more devices and/or 24x7 live premium technical support and/or the Kamo VPN then they upgrade to CCleaner Professional Premium, rather than buying a collection of individual products, So this whole "container" concept doesn't really come into play, except to make registration, renewals, and upgrades more convenient.
However, this common licensing system is shared across Avast, AVG, HMA and Piriform/CCleaner. So if you buy our Kamo VPN and then later buy the AVG Antivirus for PC, you may find them using the same container "key" (albeit with different entitlement expiry dates underneath). If you then wanted Cleaner Professional for Mac, that container key that you have would not work until you bought it, at which point it would be added.
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The old CCleaner licensing system used unique licence keys for each purchase (the 24 character ones that started and ended with "C" for CCleaner Professional for Windows and CCleaner Professional for Mac; and started with "P" and ended with "F" for CCleaner Professional Plus and the CCleaner Premium bundles). One of the top support contact drivers was customers entering their registration information incorrectly (the keys could contain the letter "I" which was often mistyped as a "1", the customer name had to exactly match and you would be surprised how many times customers would forget what name they originally entered when purchasing, etc). The other main source of confusion was that customers would collect multiple licence keys over the years, and forget which ones they were using on which machines, or which related to what product.
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Si vous êtes un client CCleaner Professional Plus avec une licence actuellement active, vous pouvez contacter le support client pour obtenir de l'aide (support@ccleaner.com)
If you are a CCleaner Professional Plus customer with a currently active licence, you can contact customer support for assistance (support@ccleaner.com) -
On 26/02/2023 at 22:23, Michael Mills said:
How to find trade in offer link or how to get the offer from the cleaner site?
The offer for existing customers to trade in your remaining licence time on CCleaner Professional or CCleaner Professional Plus to CCleaner Premium is (perhaps not surprisingly) not available on the public CCleaner website, and is only presently made available for a limited period of time. If you skipped the product notification then you may have also received a copy of the offer by email - unless you have opted out of receiving subscription notifications from us.
We are looking to add an option to the CCleaner console to do this sort of mid-life upgrade at any time (rather than waiting for a promotion or when your licence is coming due for expiry), but for now you would need to wait until the next time it is offered.
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10 hours ago, joeWeaver said:
In the tools, make it so you can stack up things to uninstall. It is not uncommon for me to want to uninstall most of the MS stuff, and I would love to be able to just click off a list and go away for a while.
It's a popular use of CCleaner to clean up pre-installed software on new computers. Enhancing the uninstaller is actually on our "to do" list (although no release date determined yet).
11 hours ago, joeWeaver said:It would be super sweet to be able to have it recursively run registry cleans too
Registry cleaning is not really a requirement as of Windows 10, except for when there is a desire to remove residual traces of previously installed software. As such, aside from a couple of fixes in the backlog with regards to the "sticky" errors that you mention, the main thing likely to happen with registry cleaning is to move it out of the way into the tools section.
11 hours ago, joeWeaver said:And one last little thing. How many "c" 's are there in CCleaner
2. The first "C" in CCleaner used to stand for something ... long term users know what it is.
Definitely not 3. If a "CC Cleaner" does exist it would be one of those tiny USB keyboard vacuum cleaners designed to clean the corn chip crumbs that get lodged under one's spacebar.
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On 19/11/2022 at 17:29, TheOwner said:
This task should be done invisible in background.
Indeed, this is intended to run silently in the background without the window appearing. Just by way of update, the devs have this captured as a bug for investigation.
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1 hour ago, FRUSTRATED_CCLEANER_USER said:
Posting to a forum, really ?
The CCleaner forum is primarily intended for free users to get peer support - the idea being that by having questions that aren't covered by the FAQs on the CCleaner help site covered here then the answers can help millions of other free users with the same question. And hopefully people will also give back to the rest of the CCleaner user community.
Paying customers have paid for personal support. While no-one is stopping you from asking or answering questions here anyway, I would suggest that particularly for anything specific to license entitlements, billing, etc you might get the best response by contacting customer support directly using the contact information that would have been at the bottom of your Cleverbridge order confirmation (and also from other email communications from us):
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By way of update, there is a rather specific scenario for paid users that if you receive a "one every fortnight" renewal reminder in, say, English, and then change your language to German/French/Italian/etc then the changed language will have a different counter on it, which may result in you receiving the message twice in different languages.
As of a couple of a few days ago, this has now been suppressed so if you change your language several times in a day, you may get a second notification in your new language, but at least not on the same day. This may also help to mop up a couple of other corner cases as well for paid customers.
For any paid users receiving more than one renewal reminder per day, or free users receiving more than one sales toaster every 2 days, please let us know details as per the above so that we can investigate your case further.
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On 11/12/2022 at 05:36, Karl Kramer said:
Trying to buy CCleaner for the 5 Macs we use at home
@Karl Kramer: You could buy CCleaner for Mac with a quantity of 5. Or for about half of that price you could buy CCleaner Premium (multidevice) which covers up to a total of 5 PCs, Macs and/or Android devices: https://secure.ccleaner.com/502/uurl-ep5nngxd59?x-campaign=1&x-origin=2&x-variant=1
Note that Speccy, Recuva and Kamo, which are included in the pack only work on PCs, but regardless, it's still cheaper than buying 5x Mac licences.
On 11/12/2022 at 05:36, Karl Kramer said:Is the only difference between the "Business" and "For Home" "Professional" versions that the "Business" version allow you to have 5 licenses?
Basically yes. CCleaner Business Edition is essentially CCleaner Professional with volume licensing enabled. It was a popular option back when we only sold single seat licences of CCleaner, but when we made CCleaner Professional Plus 3 seats back in 2019, and CCleaner Premium 5 seats last year. These days CCleaner Business Edition is usually only bought by businesses with 10+ computers - and at that scale most pick the managed endpoint solution specifically for businesses instead - CCleaner Cloud: https://www.ccleaner.com/business/ccleaner-cloud
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On 02/12/2022 at 22:51, User123456 said:
I have to close this several times a day
As has been mentioned previously, there would be little benefit in sending this many messages, and the notification system is specifically set up to prevent that from happening. For free users, for example, the messaging system has a hardcoded setting that will refuse to send a toaster message more than once every 2 days - no matter how many interesting things we think we have to tell you.
For paid users, the only times you would get a message two days in a row should be when you are right at expiry (ie: "Your licence expires tomorrow", "Your licence expires today") or on the final day of the Black Friday sale (which ended last week).
On 02/12/2022 at 22:51, User123456 said:After reading the responses from Dave CCleaner I am going to assume there will be no fixes
As per the link above, the two reasons previously identified for seeing more than the scheduled number of notifications are either:
- Running a version of CCleaner 5.53 or lower (there was an overmessaging bug fixed back in CCleaner 5.54)
- Wiping the "I've already seen this once so no need to show it to me again tomorrow" flag.
The second scenario can often be fixed by going to Options > Cookies inside the CCleaner console, right-clicking on the "cookies to keep" collection and importing the attached cookies.txt file that will restore the "I've already seen this" flag to the cookies whitelist.
If there is something else going on with your computer that would be causing this, we need more information on your configuration so that we can try to replicate your issue if we are find the cause to fix it for you and any other impacted customers. As you might expect, an issue that seems to impact a small number of users (out of ~100M) would be rather tricky to isolate without at least some clues. For example:
- What version of Windows are you using?
- What version of CCleaner are you using?
- Have you already tried the "cookies to keep" suggestion above?
- What web browsers are installed on your computer?
- What AV and firewall software are you using? Have you configured your firewall in such a way that might block the operation of CCleaner?
- Have you made any changes to your hosts file?
- Are you running any other system cleaning software that might be interfering with CCleaner?
- What were you doing on your computer just before a same-day duplicate message appeared?
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On 29/11/2022 at 00:08, Poppy said:
I received a phone call
We don't do phone calls for the CCleaner home products. Inbound/outbound calls are only for the business products, ie: CCleaner Cloud.
On 29/11/2022 at 00:08, Poppy said:$4,000.00 ... 4 digits of the credit card ... heavy foreign accent
Business accounts of that size are seldom processed by credit card. And if you had purchased hundreds of seats of CCleaner for your company last year I am sure you would have remembered. And while some of our staff in the USA do indeed have American accents they are generally quite comprehensible. So from the information provided I am going to say that was definitely not us.
That nefarious actor has your name, phone number and (at least partial) credit card number is naturally a concern, however, I would recommend checking a site such as https://haveibeenpwned.com/ to see if your information has been breached on some other website. Victims of these data breaches are commonly targeted by scammers claiming that money is owed for their tax/netflix/amazon/other popular online service account.
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Have not seen that before. @skepticologist can you confirm the URL that appears in the address bar of your web browser when you get that message please?
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13 minutes ago, cnecorp said:
and have not had the courtesy of a response
Checking your support ticket I can see that you contacted customer support for the first time on this matter at 23:14 Monday evening and received a response 3 hours later on Tuesday at 02:03am advising that the only purchase you made with us under that email address was a couple of months ago - and was not for either of the amounts that you mentioned.
I can see that you followed up shortly thereafter, and it looks like when you upgraded from CCleaner Professional Plus to CCleaner Premium, you did so under a different identity (and in a different currency) which would be why the old one was not automatically cancelled for you. Now that they have the necessary information, it should be a simple matter for them to cancel and refund the old Pro Plus subscription under your other email address.
While customer support has been under peak load over the past week with the annual Black Friday / Cyber Monday promotion, as a Premium customer, followups should be much faster than this, so we apologise for the delay. Although I can see that while I have been typing this, one of the team leads has been reviewing the case, so I would expect a resolution shortly.
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13 hours ago, Hovelinthe Hills said:
paid for something
@Hovelinthe Hills: For assistance with the paid version of CCleaner for Android, please contact customer support at support@ccleaner.com with as much information as you can provide about the version of CCleaner that you are using, your phone model and OS version, if you purchased a stand-alone licence via Google Play or are using CCleaner for Android as part of a CCleaner Professional Plus or CCleaner Professional Premium multi-device licence, and the nature of the problem that you are experiencing.
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On 20/11/2022 at 07:09, Raahul Dev said:
in the desktop app the value is ₹690 where as on the website it is ₹890
The "members-only" pricing available to CCleaner users will generally be better than that offered to the general public - unless there is a major sale on.
In the UK, Europe and Australia there is the facility for companies to enter their tax ID in the shopping cart, although we do not have an equivalent set up for other countries yet.
Note that if you are a business with 5 or more computers, you may wish to consider the managed endpoint solution CCleaner Cloud instead: https://www.ccleaner.com/business/ccleaner-cloud
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1 hour ago, Tue3742 said:
Is 5 years for a lifetime license "really old"??
For those pre-2018 licences, there was only 12 months of maintenance - so none of those licences have entitlement to customer support, Health Check, Software Updater, Driver Updater, or Performance Optimiser. Since the automatic updates were given to free users back in 2020, the majority of those legacy licence holders have either upgraded to the new licensing, or just reverted to using the free product.
Since we can't be holding onto customer data indefinitely for folks who, in the bulk of cases, have not been using CCleaner Professional for years, old data for lapsed and inactive customers is periodically purged.
1 hour ago, Tue3742 said:I wrote support and they told me
I see that you contacted support 4 hours ago, but other than the acknowledgement receipt you wouldn't have had a human response yet (as your priority support ended in 2018). If you are still relying on the smart cleaning, scheduling and multi-user cleaning features of CCleaner Professional for Windows, support can re-enable your account - although they will probably point out that you are either using a version with the past 4 years of features padlocked out, if you have been keeping yourself up-to-date, or that isn't cleaning your browsers any more if you are still on a version prior to 5.89 - and you would be able to keep going until such time as we eventually end-of-life the old licensing platform.
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2 hours ago, B255 said:
i do have the problem that i have bought my CCleaner license from G2A
If you didn't buy CCleaner Professional from us, but from a 3rd party then you would need to contact them to see about any missing licence information.
That said, I have yet to see a customer support ticket mentioning G2A (or Eneba, or any of those key seller marketplaces) where the situation didn't turn out to be that it was a pirated licence key that had been bought at a rather suspiciously low price.
As a general rule of thumb, software licences are wholesaled with a reseller margin of between 30%-40% off MSRP. Big retail chains usually have the negotiation muscle to demand an extra 20%-30% points as a special price for a bulk order for peak sale seasons (Black Friday, Boxing Day, End of Financial Year, etc). So if you see a $30 software package being sold for less than $20 by anyone other than the manufacturer, you probably want to check who you are buying from. For < $10, you are almost certainly running a risk.
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13 hours ago, TheOwner said:
And because this folder is very small, for me only few KB, I see no reason to delete it
Depends on your priorities. Generally speaking, local caching of information can save reloading it, which saves time but consumes space. If space is less of a concern (eg: for small files such as this, or if you have plenty of HDD space free), the other factor to consider is if you are happy for a record of where you've been on the internet to be sitting around for an extended period of time.
As a performance and privacy tool, CCleaner generally assumes by default that both saving space and wiping "trackers" (ie: cookies and history) is what you'd be wanting to do unless you configure otherwise.
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1 hour ago, redwolfe_98 said:
something that you could try, open "device manager" and find "keyboard" in the list of devices there and "uninstall" it. then reboot the computer. the keyboard driver should be automatically reinstalled when the computer is rebooted.
... or (sometimes saves a reboot), uninstall the driver and refresh to redetect hardware.
Unable to Submit CC License Key for New Install Unlock
in CCleaner Help Requests
Posted
The main manifestation of this issue on Thursday and Friday was impacting folks with the old style longer licence keys:
But there would have been other intermittent issues with licence registration and checking licence status during this time as well. That said @Ant1c0rr3lat10n I note that you posted this issue here over the weekend, which suggests that it happened to you over the weekend - so this may be something else.
If you tried to register on Friday and got this error, could I trouble you to try again please?
If this happened over the weekend, and isn't due to some transitory connectivity issue then we'd need to investigate further.