Dave CCleaner
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Posts posted by Dave CCleaner
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18 minutes ago, Jack Medart said:
I just purchased CCleaner Professional Edition, but need a password. Have a key but don't know how to get password
If you are after the password to log into the support centre, this is being removed since it doesn't actually do anything. You can get a copy of your licence key, get a new download link, or submit a request to support from https://support.piriform.com/ without logging in.
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Using a VPN and/or an antitrack feature (such as the one in CCleaner Browser) can an excellent idea when shopping online to stop merchants from "optimising" your price. However it can be highly problematic if you browsing as if you are from another country when it comes to computing sales tax.
Apparent irregularities can also arise if you somehow land on a US$ page but end up being corrected to AU$, NZ$, CA$ or S$ when you click through to the cart.
Computing Black Friday discount prices across different products and 18 different currencies can mean that something will go a bit odd. Before we fixed the Krona pricing, for example, some of our Swedish customers were enjoying cart prices lower than advertised for a couple of days - which of course we honoured at the time. Conversely if the purchase price is incorrectly higher than advertised, we'll refund the difference if you email support with a screenshot of the advertised price that you relied on provided that:
- You purchased during the offer validity period (eg: for Black Friday you buy by tomorrow)
- It is, indeed, the same currency and the same product (eg: you can't buy the 3PC Professional Plus bundle and claim that you should have received the 1PC Professional price)
- That the difference is not due to changing sales tax jurisdictions (as the relevant government has that money, and not us)
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On 26/11/2019 at 22:05, Carmella Lawrence said:
I am unable to recover the one file I need. Its a word document and it is my research project which is due on Saturday. Please help me recover it asap
Did you try as a deep scan?
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@Cust123It looks like you submitted a request on Friday, your case was escalated on Sunday and you should have had a response from the support team at about the same time as you posted this. Did their response solve your problem?
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Anyone who was having trouble up to yesterday morning, there had been intermittent problems with the licence server (which has now been replaced by a shiny new one). Give it another go now. If that still fails then give support@ccleaner.com a ping.
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Assuming that you downloaded Speccy from www.ccleaner.com you're okay. This is not new. eset has been flagging it for years because of the Chrome toolbar offer that sometimes appears in the installer. We removed that from CCleaner a few months back but it is still in Defraggler, Recuva and Speccy for the time being.
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14 hours ago, liltracy10k said:
My mistake but I cannot figure out how to recover my account so I can download another copy of CCleaner for my Windows 10 VM.
@liltracy10k you can get the downloads from http://www.ccleaner.com/download
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15 minutes ago, Kenneth Williams said:
Thanks for trying to help but I cannot find any helpdesk at support@ccleaner.com. I keep getting FAQ's page and when I try to login to contact someone I get page does not exists.
You can send an email to support@ccleaner.com or visit https://support.ccleaner.com and click on "Submit a Request" in the top right-hand corner. You do not need to log in - please ignore that button.
I took a quick look myself though and noticed that you seem to have bought three separate copies of CCleaner Professional Plus at some point. Since each one covers 3PCs, I am guessing that you don't need all of them. Email support and they'll cancel any surplus ones that you aren't using and either refund you for them or credit the licence time to the one you are using, as you prefer.
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On 11/11/2019 at 18:25, DavidB said:
has the price for a one-year renewal of CCleaner Pro doubled since last year?
If you bought during the 50%-off Black Friday sale last year and paid half price then yes - this sounds about right.
On 11/11/2019 at 18:25, DavidB said:However, there was no indication that a "loyalty discount" had been applied, or would be applied later in the purchase process
The page that you landed on would have shown three product options with strikethrough pricing and "save xx" marked against items that were discounted. If you saw prices higher than you expected, note that the discounts shown would be reductions against full price - not an additional discount on last year's sale price.
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After a few weeks of peace the licence server has been experiencing intermittent problems again over the past couple of days. Replacement server has been set up, we're just about ready to cut over and hope to get this sorted out soon before we all go insane.
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@Nesledyret, @Bawat: Just as a quick update, we have managed to replicate this script error popup. An update to CCleaner 5.57 or later (ideally the latest, CCleaner 5.63) should eliminate the problem for 99% of users. We are working on the remaining 1% at the moment.
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We've got a couple of broken links as a result of moving recently to a new download server. These will all be reestablished shortly.
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(We hate those passwords even more than you do)
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We are actually in the process of changing the system to streamline support contacts and get rid of the support login altogether since:
- Most people create a support ticket without logging in, either by raising one through the form at https://support.piriform.com/hc/en-us/requests/new or just emailing support@ccleaner.com
- The support account does not have anything useful in there anyway.
- All it does is create support tickets from people trying to remember or change their password ... so they can raise a support ticket for an actual product matter.
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45 minutes ago, Michael88 said:
I tried to instal 5.63 offline using the cd on the machine that had not been updated automatically, and the installation/update came to a halt, something to do with CCUpdate.exe is this anything to be concerned about ?
@Michael88: No concerns if you downloaded from CCleaner and not a third party website. Sounds like it might have been this?
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Devs already notified and issue replicated on our own Macs. Investigating if the change in hosting server for the updates has caused weird stammering.
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Re the
17 hours ago, TechnoHunter said:I have sort of the opposite problem. i keep getting a prompt saying update available, wanting to install 5.63.7540..
just one problem.. i already HAVE 5.63.7540.. (according to my program that is running at least)
We have two sets of updates running at once to 5.63 - possible that they both hit at once and one got queued after the other. We'll investigate to make sure that the update alerts haven't developed a stammer, but in the meantime let us know if it happens more than once.
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The advantages of having a "Big Uncle" who is a security company - we're a harder target than we were back in 2017.
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For 5.63 we released with a new signing certificate as a precautionary security measure (https://www.ccleaner.com/news/blog/2019/10/21/ccleaner-version-563-preventative-update-as-part-of-our-zero-tolerance-policy-against-cybercrime
For users on older versions, "we are confident to say that our CCleaner users are protected and unaffected". That said, as always:
- We recommend that people use the latest version of our software - or any other software for that matter.
- As has been mentioned in these pages before, only versions of CCleaner from 5.46 and above are recommended for use on Windows 10.
- Users impacted by the bug that causes notifications to appear more often than intended are recommended to update to CCleaner 5.54 or higher.
- While the new "Easy Clean" experience (released in CCleaner 5.57) has been extremely popular with most of our users, those who prefer the old-style of cleaning can still find the interface they are more familiar with under "Custom Clean" and set that to be their default cleaning mode to continue to use CCleaner in the same way as they did with previous versions while still enjoying the latest updates to cleaning rules that come with the newer releases.
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In another similar situation a few months ago, some IP address databases showed a user as being in Kazakhstan (which is good) and others in Iran (which is bad). Annoyingly, they all need to be updated to be certain that you won't be red-flagged by various software companies and online shopping sites as being in a "wrong" country - so hopefully your ISP is already taking action on this.
A bit more background information can be found here: https://support.piriform.com/hc/en-us/articles/360017690391-Why-can-t-I-use-CCleaner-in-my-location-
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@ukheatherNew exe and fresh certificate. The number of pings to the support desk seems to have dropped on this now, so assuming that your Windows Defender is now all caught up?
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It's not that you are offline, but rather that the server could not be contacted (or timed out) - we need to make that status message a little clearer. Do you get that every time you are running HealthCheck?
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These mangled language strings (for multiple languages) were also in 5.62. The developers have fixed them now - but not in time for the 5.63 release. You'll see them looking as they should for the 5.64 release in a couple of weeks.
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The developers are constantly monitoring the forums for bug reports and feature suggestions (which is why you will often see CCleaner folks popping in and asking for additional information on some of the more esoteric bug reports).
There were a number of fixes (especially the language ones) that were dev complete a few days ago but that did not make it into production code in time for this release. Most of these should be covered in the next release due out in a couple of weeks.
Won't recognize product key
in CCleaner Help Requests
Posted
@SCM 95% of problems with registering keys are usually due to manually transcribing serial keys instead of copy-pasting them - "I"s look like "l"s or "1"s, "5"s look like "S"s, etc.
Also check the serial key that you are trying to use. I took a quick look and it seems that in October you purchased 2 years of CCleaner Professional and received a serial key starting with C2YW - not Professional Plus which is for 3 PCs. Unless you bought Professional Plus using a different email address, in which case you may have two subscriptions going. Either way - support@ccleaner.com can sort you out to make sure that you have the right product for your needs (just give them a day or two while they recover from the post-Black Friday havoc)