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Dave CCleaner

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Everything posted by Dave CCleaner

  1. Just to confirm, how long before you posted this message was this screenshot taken? I believe there were some issues with the update server at launch (about 11 hours ago) but those seem to have been sorted out shortly (about 20 minutes) thereafter. If you click on "check for updates" in the bottom right hand corner of the console does it still tell you the same thing?
  2. Indeed. Can't retrospectively bugfix the older versions Also correct. As mentioned previously, there's few things to unpick around how we might best approach this, so the best solution for portable users would be, as you say, to switch off the automatic updates and stick with your previous practice of manual downloads.
  3. Depending on the path you use to update, you may be asked along the way if you wish to upgrade to CCleaner Professional, eg: If you wish simply to update then you can nope your way through that screen and continue.
  4. @Gregarious Greg: If you were simply updating a free version of CCleaner from an older version to a newer version then no licence key should be required. You update and continue merrily on your way. Can I confirm the version number of CCleaner you were using prior to updating? Did you go from 5.76 to 5.77, or from an earlier version? Also, were you on CCleaner Professional before, a CCleaner trial or CCleaner Free? Did you take the update from inside the product, or did you go to the website to download the updated version? If you are on CCleaner Free, ie: ... what is in your C:\Program Files\CCleaner directory? It should look something like this? Specifically, with no branding.dll or ccleaner.dat files in there:
  5. @alejack12001: are you referring to the automatic browser cleaning? What have you set as your preferred rules under Options > Smart Cleaning? Additional note: It seems that @nukecad and I answered this at the same time. Read his response - it is much more informative.
  6. Short answer: no. While we feel that the ad blocking, anti-fingerprinting, memory-saving and battery saving features of the CCleaner Browser are extremely useful, surprising all of our users with an unexpected download would not be the best way to get them to try it. Wouldn't be great for our download server traffic bill either Under the Privacy section of Health Check, after a scan you may see a suggestion to try CCleaner Browser, eg: And after you update CCleaner it may also suggest itself: Aside from that you can download it from the CCleaner website from https://www.ccleaner.com/ccleaner/browser
  7. That installation option screen seems to be missing some graphical elements, which is odd. I don't think I have seen that before. It should look more like this: The second snapshot with the blank screen - was that what you saw after you clicked on install? If so then note that CCleaner loads some of the UI content from a server, and a blank screen on this second step is usually a sign that you have got CCleaner's network access blocked (either via a firewall rule or some 0.0.0.0ing in the hosts file). A sort-of-work-around for network-related blockages in the installer is to use the "slim build" instead (https://www.ccleaner.com/ccleaner/builds) although it is important to note that will simply defer the problem from installation to operation if the issue does indeed relate to connectivity.
  8. CCleaner removes cookies and temp files but does not inspect or touch the actual contents of files. If you have overwritten one of your Excel files somehow and you had it stored on OneDrive you may be able to recover the previous version with a right-click > version history > restore. If you are trying to recover deleted files from your local hard drive I would recommend Recuva - available as a free download from https://www.ccleaner.com/recuva.
  9. For your privacy, please do not post personal information in a public forum - especially not details relating to your licence key and subscription. Para su privacidad, no publique información personal en un foro público, especialmente los detalles relacionados con su clave de licencia y suscripción. There is a guide on how to register your licence key for CCleaner Professional here: How to register and activate CCleaner Professional – Piriform Support. Although currently this article is only in English, you can see a Spanish version here: Cómo registrarse y activar CCleaner Professional. If you need further assistance, you can contact customer support at support@ccleaner.com. Hay una guía sobre cómo registrar su clave de licencia para CCleaner Professional aquí: How to register and activate CCleaner Professional – Piriform Support. Aunque actualmente este artículo está solo en inglés, puedes ver una versión en español aquí: Cómo registrarse y activar CCleaner Professional. Si necesita más ayuda, puede ponerse en contacto con el servicio de atención al cliente en support@ccleaner.com.
  10. Cleaning up the registry may still have merit for our users on Windows 7 and below. The use case for the registry cleaner on Windows 10 is if: You have a specific problem that you are trying to resolve; or You are trying to locate and/or shred leftover registry entries from a specific piece of software that you have uninstalled from your computer When we next have a major UI refresh, the registry cleaner will likely be moving under the Tools menu to reflect that: Registry cleaning is a specific tool for a specific purpose - and not something for the regular day-to-day to-do list for most users; and It will hopefully stop people classifying CCleaner as a registry cleaner (since it has been several years since that has been anything other than an ancillary function)
  11. Also, if you have mislaid the licence key that you would have received by email after completing your order with Cleverbridge, you can retrieve it from CCleaner.com - License Lookup using the email address that you used when you purchased. Note that customers who purchase a licence key from us and then forget to use it to activation CCleaner Professional will usually get a number of registration remainder emails from us at some point afterwards that will also contain your registration information.
  12. If you complete a purchase and do not receive an email, that can mean that you input the wrong email address when purchasing. If you do get a "thankyou for your order" email but with no licence key inside then that usually means that you have not yet completed the payment - particularly if you have purchased via PayPal. Check the order confirmation email and see if it contains text something like this, starting with "Still need to submit your PayPal payment?": If so, then you still need to complete your payment authorisation with PayPal. Press that green button to log into PayPal and complete your purchase. There will also be an option lower down in the email to change your payment method. Please note that: We cannot release the licence key until payment has been completed. If you have a credit card linked to your PayPal account then PayPal (not us) may have placed a hold on funds in anticipation of your completing your purchase. This is not a charge amount, is not from us, and will not result in any double-billing once PayPal releases the hold. @inbuon: I can confirm that as of the time of writing, your order still shows as "Awaiting Offline Payment". So you will need to complete the steps above to complete your order and receive your licence key:
  13. While we did have higher customer support volume than usual last week due to a sales promotion that was running, I checked and there are no unanswered priority customer support tickets that old. When you contacted customer support you would have received a receipt that would have mentioned that: If you have an active paid CCleaner subscription, priority support means that we make every effort to prioritize your email requests and queries. It's a benefit that's not available to the free users of our products. And that: If you are a paid CCleaner subscriber, all you need to do is reply to this email with your Cleverbridge order reference number. For customers of CCleaner for Android, this would be your GPA order number from your purchase via the Google Play app store. Providing us with these details helps us identify you, making it easier to get back to you as quickly as possible. Did you respond to this identifying yourself as a paying customer of CCleaner Android? Or did you leave yourself as anonymous? With regards to your photos: Were you using Google Photos to back up your photos? What phone model are you using, and what version of Android? What you ran the compression, did you keep them as JPG or did you change the file format to HEIC? HEIC is more efficient, but not currently well supported outside of the Apple/iOS space. Did you keep the default option to keep the originals, or elect to delete the originals? For the photos that you say are reported as "invalid photo format" by WhatsApp, etc - are you able to open them in Google Photos or your device's default "gallery" app? If not, you should also be able to locate them using your device's file manager. When you check the image properties, what does it show the file size, photo resolution and file type as - eg: are the file names still .jpg? Has the filename had "_optimized" added to it? If the files you are trying to send are 0 bytes and don't have the word "_optimized" in the file name then it sounds like you are trying to send some temp files left over from the compression process, rather than the actual photos themselves. Also, if the files you are trying to send are extremely small and excessively pixellated then it sounds like you may be trying to send the thumbnail previews instead of the photos themselves.
  14. That sounds like it would be accomplished via secure://settings/passwords (or settings > passwords from the threedots menu), clicking on the threedots next to the Saved Passwords heading and then clicking "Export passwords" Is that what you had in mind?
  15. @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. 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)
  16. 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.* 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.
  17. 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.
  18. @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?)
  19. 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. 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.
  20. @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: For custom clean there is a checkbox option: ... and also under Options > Advanced there is an option to only delete older Recycle Bin files:
  21. Everything you list there is configurable under the Options menu. 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. 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
  22. 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: 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.
  23. @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
  24. @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.
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