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Dave CCleaner

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Everything posted by Dave CCleaner

  1. @redbuppy: Confirming that is the same colourful one as in the screenshot above? It would make sense that you see it one more time since that would still be its "first time" since you restored the cookie whitelist. But if you see it again after that please let us know. @stackoverflow: Okay now that is an interesting situation. Can I trouble you for a bit more info on this please? Windows version; default browser; firewall; AV; any other cleaners/blockers/etc running on your computer; custom configured hosts file? What version of CCleaner were you on prior to this? Have you received this level of saturation on any other messages (eg: the informational message about Important Updates, the Black Friday/Cyber Monday promo, etc)? For my peace of mind, if there is nothing sensitive in there, could I trouble you to screenshot your cookie whitelist? (or DM it to me if you prefer)
  2. ... they have also been contacted suggesting that their screenshotting of offers that have not existed anywhere since September 2019 is probably not a great look for their malware encyclopedia
  3. Marketing pop-ups to the free user base are highly restricted, generally only appearing during one of our occasional sales, and then a maximum of 1-4 times per campaign, depending on the duration of the sale (usually 1-2 times, although this year's Black Friday/Cyber Monday was an exception with 3-4 per user). If you are referring to the service notification below, this is set to appear once and once only at some point after you have updated to 5.75 if it seems that you have not opened up the CCleaner console for a while. The most common source of overmessaging is wiping the "I have already seen this message and I don't need to see it again" flag as a result of removing too many things from the cookie cleaning whitelist. 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. That should sort you out. cookies.txt
  4. Are you referring to https://www.ccleaner.com/ccleaner/download/standard ? ESET had a dislike of versions 3.09 through to 5.57 of the CCleaner installer due to the presence of an offer for the Chrome Toolbar for Internet Explorer. That was remedied from CCleaner 5.58, which was released about 18 months ago, and we have not had problems with ESET since then (other than the occasional short-lived false positive on new releases that were fixed at their end shortly thereafter). May I enquire which version of CCleaner you are attempting to download, and from where?
  5. That was also the last version to support Windows XP and Vista. Just checking that you aren't running in Windows XP or Vista compatibility mode (we had quite a few cases of that pop up after 5.65 was launched)
  6. CCUpdate is the "emergency updater". In the event of a critical issue with a CCleaner version (such as security concern or a change in Windows that makes older version of CCleaner no longer compatible) it is a safety net that will ensure that you are updated to a safe version. Note that this is probably less relevant now that automatic updates are now available for everyone - or at least those who have updated to from CCleaner 5.74 or above.
  7. The way I used to test the likelihood of machine translation producing nonsense results was to do a round trip from English to the other language and back again. My favourite one was "anti-virus" which ended up in Chinese as something along the lines of "thing that eats bugs" which then came back to me in English as "frog".
  8. Indeed. I checked the customer's ticket with support and the response wasn't that there was no cashback offer - indeed, the first thing they asked was if the enquiry was about needing assistance claiming on the cashback promotion. And prior to that response he would have received a ticket confirmation email which included information about the cashback promotion and links to the FAQs. However, as he was advised, the product that he purchased was not covered by the promotion - ie: instead of clicking through from the offer that he received to the Black Friday or Cyber Monday offer page and buying one of the things that was tagged as having a cashback attached to it, it looks like he may have gone to the front page of the website and bought something else. We've cracked 7 digits in terms of the total cashback payout amounts received by our customers so far. So not a scam @Paul99: That would be customer support. I note that 1st line support already replied to you about 90 minutes ago saying that they would escalate the matter to 2nd line support - who should be on the air in a few hours. Despite the purchasing hiccup they may be able to do something for you. In the meantime, I would suggest responding to that ticket with a note letting them know where you saw the promotional message that you responded to (one of those little pop-up messages from CCleaner, an email from CCleaner, a promotion advertised on some other website, etc) so they know what campaign you would have been eligible for if your purchase had gone as planned.
  9. Ahem ... we had quite a few more sales than usual during this campaign so I must confess that we are not being as "pretty quick" as usual. Not signing this in blood at this point, but I would expect that to be through late next week.
  10. Nothing comes up under that specific email address. Things to check: Which version number of CCleaner is currently being run? Under Options > About is the blue button saying "License Information" or "Upgrade to Pro" and "Start Free Trial" Was the computer previously running CCleaner Professional and then switched to free? EDIT: One more question - and probably the most relevant one: Are you using Windows 10, or Windows 7 or 8? Just checked with the infrastructure team, and apparently when something was moved earlier this week there was an issue for some Windows 7 and 8 users with regards to update requests, due to older TLS versions being used. If you are on Windows 7 or 8, then close CCleaner and try again to see if the problem has sorted itself out already.
  11. When you went through the installation process, the first screen would have looked like this: ... and when you clicked on "Install" you would have received an offer screen that looked like this: Which button did you click on this offer screen? If you clicked "Accept" unintentionally you can uninstall the browser from inside CCleaner itself (Tools > Uninstall) eg:
  12. You can view the details of what updatable software is currently on your computer under Tools > Software Updater. There are two tabs there that will show what is up-to-date and, for those needing update their current version and the latest available version.
  13. The customer support contact can be found at the bottom of your renewal confirmation email: support@ccleaner.com
  14. Indeed. Something like 99% of registration issues are from mistranscribing "I"s as "1"s, "8"s as "B"s, "5"s as "S"s or "2"s as "Z"s; or small differences like capitalisation between the the name used to purchase and the name used to register. Ctrl-C, Ctrl-V sorts it out. How to register and activate CCleaner Professional – Piriform Support
  15. CCleaner is a system performance and privacy tool. Although it can be of assistance in cleaning up malicious files and lingering vulnerabilities under certain circumstances, it is not an antivirus product. That said, if someone is after an antivirus/antimalware product I would generally recommend picking something with an established user base and reputation. Generally speaking, any AV software with a global install base lower than 50M at a bare minimum is unlikely to have enough of a threat detection network to be able to adequately protect you. The software you mention does not seem to fall into that category.
  16. @Lee3226: the support contact email address would be on the order confirmation email that you received from Cleverbridge - ie: support@ccleaner.com. Please note that is the best channel for anything to do with payment support enquiries, as this is a public forum and not a safe place to be posting your confidential information. Usually if you sign up for a new subscription (ie: a new licence key is issued) then the old one gets automatically cancelled. In this case it seems that your old one was still active. Note that the email that you received was not a request for payment, but rather a reminder that your old licence was due to be billed in 15 days - and with a link to stop that billing from happening if that old subscription was no longer required. In any event, I checked your customer record and it looks like that old subscription was already cancelled this afternoon in a routine sweep - so no billing will actually occur.
  17. Greetings from CCleaner by Piriform. If your subscription is coming up for expiry (or has expired) then CCleaner will let you know if there is an offer on that would let you renew at a better price. There would have been up to 4 notifications in total during the Black Friday / Cyber Monday sales period (which ended yesterday). If you go to Options > About > License Information you should be able to see your expiry date. If you have recently purchased CCleaner Professional, be sure to register your licence under Options > About if you have not already done so. There is a guide on how to do that here: How to register and activate CCleaner Professional – Piriform Support Primary cause 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 https://www.ccleaner.com/ccleaner/version-history) Wiping the "I've already seen this once so no need to show it to me again tomorrow" flag. The second one can 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. cookies.txt
  18. Is this the built-in update inside CCleaner for Mac? There were a couple of older versions that had some troubles updating themselves. If you download the latest CCmac directly from http://www.ccleaner.com/ccleaner/download?mac (click the green download button) to do a fresh install, does that solve your problem at all?
  19. As with so many things relating to CCleaner, there's a grain of truth to that story heavily wrapped in several layers of myth. There was an issue back in July with Microsoft taking a dislike to the installer (although not CCleaner itself) which was solved two weeks later with CCleaner 5.70. Any "news" about CCleaner tends to turn into "olds" pretty quickly The only versions of CCleaner that are "hard blocked" by Microsoft from running on Windows 10 due to compatibility issues are versions prior to CC5.46. There does not seem to be an issue with Windows 10 20H2, per se: 5.74 was tested against 20H2 prior to release and I upgraded myself to 20H2 a couple of weeks ago to see for myself how 5.74 update scenarios would work and have not seen any changes. That said, there are a couple of releases planned for December that just focus on minor tweaks and bug fixes - predominantly ones that impact corner-cases and small audiences - so it is possible that any issues that may be impacting your specific system configuration may be mopped up with those. But in the meantime, any additional information that impacted customers are able to provide regarding their individual setups would be gratefully received. Indeed, I have had 40 years of with home computers and "have you tried switching it off and back on again" is still a tried and tested solution to most problems.
  20. We don't have an explicit deprovisioning method available, but you can remove it from an old PC and reinstall on a new PC without any problems. Problems only arise if you keep CCleaner running on the old PC as well as the new PC for an extended period of time, or if you seem to have "new PCs" on a frequently recurring basis (ie: a support technician trying to use CCleaner Professional as a breakfix tool on multiple customer PCs, instead of using the Technician's Edition for that purpose).
  21. Are you no longer able to register your copy of CCleaner? Are you getting messages saying that your service has expired? Or that "Your CCleaner License Key is Invalid" ?
  22. @jimbodamamboking: There were a couple of different Black Friday offers available. One headlined "Up to 80% off" and was for 33%-80% off (after cashback) on 1 year of 1 PC CCleaner Professional, 3 PCs CCleaner Professional Plus or 3PC CCleaner Professional Plus Premium Support Bundle. The other was headlined "2 years for the price of one" and was for 2 years of 3PCs CCleaner Professional Plus Premium Support Bundle for the price of one year (after cashback). Both Charlie from Manila and Andrei from London supplied you with correct information - you purchased a 1 year of the 3PC CCleaner Professional Plus Premium Support bundle for $30 (after cashback) from the first promotion and not the 2 years for $60 (after cashback) which was part of a different promotion. And neither of them said that there was no such sale - just that the 80% off the 1PC CCleaner Professional is not what you bought when you hit the cashback landing page and selected a different offer than the one that was advertised to you. @nukecad: Indeed, this scenario did sound wrong at first glance, but he had been contacting CCleaner support via email. Actually his package did also include a 24x7 Premium Tech support service, which does have the option for remote access if customers want a "do it for me" option General FAQs – Piriform Support - although noteworthy that this is initiated via a web-based chat with our support team (not over the phone) and does not require any additional payment (it's already factored into the bundle price)
  23. @amanzoThe customer support team does not work on Sunday (except for the 24x7 team), so with the Black Friday and Cyber Monday sales on they had an unusually high backlog to work through at the beginning of the week - so our apologies for the unusually long delay. This one was a puzzle for us, because we could not get your licence to register either at first. But we found the solution! It seems that you used a very slightly different name when you renewed vs when you originally purchased. Your first name contains the letter "e" when you originally purchased, but the letter "é" when you renewed. And also originally you had entered a shorter name. So instead of the new A*é**** L*** d* S**** B******** name, you would need to use A*e**** L*** d* B******** If you register your licence using your name without the accent on the letter "e" in your first name, and leave out the word in your name beginning with "S" then it should work perfectly for you: Sorry if that was hard to follow. It is difficult to be clear in a public forum with names while still maintaining privacy. But also expect a followup from support later today to see how you are going which will give the exact names if you were not able to decipher the message above.
  24. And indeed that was always allowed, as it has been for 97%+ of the other customers who bought at the same time as you. For your privacy, if you would like more information as to why you were part of the ~3% who had their licence cancelled, it might be best if you contact customer support about that.
  25. You are correct. If you are a paying customer, you can get that from customer support. What you have instead done is swear and curse in a public forum at your fellow CCleaner users who might otherwise have offered you some suggestions if you had provided some additional information - such as any antivirus or firewall software that you might have running that might be interfering with CCleaner's operation. Other information that might be useful would be if you had experienced problems on this computer with any prior versions of CCleaner, etc. Would you like to try again?
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