DaveJustDave
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Posts posted by DaveJustDave
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17 minutes ago, rogerlmartin said:
what the difference is, i don't know
There is a stand-alone CCleaner Professional for Android - which only covers Android and not PC or Mac. The "Pro Plus" you see there is not "Android Professional Plus" but CCleaner Professional Plus - 3 Device (for PC, Mac and Android). I am not sure where that $26.99 price comes from though, since 30% off the US$49.95 MSRP for CCleaner Professional Plus (https://support.ccleaner.com/s/article/what-is-the-subscription-renewal-price-for-ccleaner-professional) is $34.97. That's more like 46% off so presumably some limited-time offer (or marketing doing a price elasticity experiment).
As per my note on your other thread ...
... if you already have an active CCleaner Professional Plus licence that you purchased via the desktop route, you can always buy this one as well (the Plus, not the Pro for Android) and then ask customer support to "licence merge" to credit the time on your old licence to your new one.
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On 24/10/2023 at 22:55, rogerlmartin said:
license key is 24 characters ending in f
As you mention above, the 24 character P....F CCleaner Professional Plus were 3 PCs:
https://support.ccleaner.com/s/article/how-many-devices-can-i-install-ccleaner-professional-plus-on.
The new CCleaner Professional Plus licences as of August 2022 are multi-device. Customers who manually renew their legacy CCleaner Professional Plus (3 PC) licence via the "your expire soon, here's an renewal offer for CCleaner multidevice" offers will automatically receive a (20 character) CCleaner Professional Plus 3 device licence (PC, Mac and/or Android) when they do so. Anyone who bought a 2-year licence back in July 2022 would still have a little bit of time before they fall into this renewal window - if they'd like to get multidevice prior to that, the options are:
- Buy a new CCleaner Professional Plus 3 device licence, then contact support advising that they did not intend this to be an additional purchase but would like a "licence merge", crediting the remaining time from their old licence to their new one.
- Taking advantage of the "mid-life upsell" offers that pop up every 3 months, approximately 6 and 9 months before expiry, offering to exchange the remaining time on the CCleaner Professional or CCleaner Professional Plus licence for a CCleaner Professional Premium 5 device licence (which, even if you don't have 5 devices, may also be worth it for the inclusion of the Kamo VPN-powered privacy software and the 24x7 live Premium Technical Support).
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1 hour ago, Lindsay Porter said:
No issues there, technical problems do occur.
From people posting similar issues on here it seems that this does happen now and then. But it generally automatically resolves itself and issues the key within a couple of hours. Longer waits have been popping up, albeit at a small percentage out of the thousands of orders per day. I suspect something amiss with the purchase link - to help the CC folks narrow down the origin of the issue, did you order via a "you have expired" email, a "you expire soon" email, from inside the product (if so where?), etc?
2 hours ago, Lindsay Porter said:22 October 2023: Did a license lookup CCleaner.com - License Lookup where I can see expired or disabled licenses.
That would have been a step I would have recommended in case the late send of your licence key got lost :-).
With regards to the multiple emails that you sent, were they all raised as separate tickets with different ticket numbers, or as replies/followups to the first one? If the latter, note that adding comments to a ticket that hasn't made it to the front of the queue yet doesn't jump ahead of anyone else. And if the former, multiple tickets on the same topic can actually slow things down when the multiple tickets get merged into the same case.
Regardless, 7 days is an unusually long time for a customer query to be answered - unless any older licences had already expired, and the fact that the licence key was not yet issued means that the support system thinks you're a free user with no active licence (there's a hole in the bucket). @Laurence CCleaner FYI.
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A patch release for ccMac 2.09.187 (updating from 2.09.185 from late September) was just released earlier today by the looks of things https://www.ccleaner.com/ccleaner-mac/version-history with a note:
Patch update 2.9.187
- We have also enhanced support for macOS Sonoma and resolved the issue that was preventing users from opening CCleaner from the Menu bar.
That seems promising.
@arkhaminmate, @Kiwibru, @Julius, @Reda, @iichel, @jrhoffman75, @rblacksberg47, @semaj8595, @rafix, @JLDEMENT, @willee51 (and anyone else I may have missed): Give this a try and see if it resolves the issue
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@mysticblueblade: I broke this out as a separate topic, since your matter seems to be about licensing and upgrades, while the other was about automatic version updates.
4 hours ago, mysticblueblade said:I was sent an email that mentioned I could get a discount if I renewed my product, which I did, but when I clicked ok in the email it forced me to install CCleaner Professional
I am hoping that there were some missing steps that you skipped over there. If this was a genuine email from CCleaner about your subscription then:
- The content of the email would have been along the lines of "your subscription has expired / is expiring soon" with the product name (CCleaner Professional, CCleaner Professional Plus, CCleaner Professional Premium), the licence key, the expiry date, and a mention that there is presently an offer of some sort available to you.
- Clicking on the "renew now" call to action would have taken you to a landing page (usually at secure.ccleaner.com) which would generally show 2-3 purchase options. Depending on whether it was a "renew early", "your licence has expired", or some other promotion the range of options will vary, but would most typically include an option to stay with the product that you are currently on, to upgrade to a multi-year version of a higher level product, etc.
- And from that point you'd fill in the payment details and be billed for whatever the discounted price would be, and the result would be either an extension of your existing licence key, an extension and upgrade of your existing licence key or a completely new licence key. There would be a link to install CCleaner (in case you needed it for a new computer), but you can just enter the new licence key into your existing installation of CCleaner to change from free to Professional, Professional to Plus, etc.
- There would also be a confirmation email from Cleverbridge containing the licence key, a PDF copy of your receipt, and a note that future renewals would be at the regular non-discounted price (US$29.95 for CCleaner Professional, US$49.95 for CCleaner Professional Plus and US$79.95 for CCleaner Professional Premium https://support.ccleaner.com/s/article/what-is-the-subscription-renewal-price-for-ccleaner-professional plus sales tax)
If you were on CCleaner Professional Premium (5 device) then the landing page should have included an offer to keep you on Premium, and not offered you CCleaner Professional (1 PC) as an option at all, unless your Premium licence had been expired for a while. Unless something had gone wrong. Which it wounds like it has.
It would be helpful to figure out where. So a few questions:
- The email that you received - what address was it sent from, did it include your CCleaner Professional Premium licence information and, if so, what expiry date did it show? Did the link you followed take you to a webpage hosted on secure.ccleaner.com that looked something like this (perhaps with different pricing)?
- Might you have subscriptions under different email addresses? You can check via https://www.ccleaner.com/support/license-lookup for each email address you may have been using
4 hours ago, mysticblueblade said:now it is trying to charge $84.95 for Professional
$84.95 is not one of the CCleaner price points mentioned above, but sounds like the full renewal price for CCleaner Professional Premium if you are in a US state with 6.25% sales tax (Texas?) Where did you see that mentioned? Was that in the order confirmation email after your recent purchase (where it would have been in the "this is what you'll be billed next year" section). Or in a pre-billing notification from Cleverbridge about billing you for your previous Premium subscription within the next 30 days? (Which under normal circumstances should not be happening).
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7 hours ago, moonlit said:
CCleaner keeps trying to automatically update. In options there are no check marks to auto update
@moonlit: Just checking, when you open up Options > Updates you should see something like this, which two checkboxes: one to manage the automatic updates and the other whether or not you're notified about the new versions:
To clarify, are those options not showing? Or you uncheck the boxes and either a) the next time you go in they've been rechecked somehow, or b) you are finding yourself being automatically updated despite the first box being unchecked?
- Can I check which version of CCleaner that you are using? (those before CCleaner 6.01 are at EOL and will upgrade regardless - but all others should adhere to the settings)
- Did you download your copy of CCleaner from the CCleaner website or a different source? Is it the normal full install or did you get a "Portable" edition?
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4 hours ago, SUZI B said:
I was however emailed at 6am today with the outstanding info
Good news at last. For reference, was this an email from CCleaner customer support (having finally got through a case backlog), or from Cleverbridge (which would have been a "stuck" issuing of a licence being remedied)?
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Did you receive an order confirmation email from Cleverbridge after you completed your order? If not, check in your spam folder, or check https://www.ccleaner.com/support/license-lookup to see what your new (or extended) licence key would be. If no luck from either direction it may be that you entered a different email address when ordering - did you make a note of your order reference number from the order confirmation page?
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12 minutes ago, Doser98 said:
"Unfortunately, there was a problem with the shipment of your order. We are working to resolve this technical complication. Should you need to contact the software manufacturer, resolution may take 1-2 business days. However, resolution is usually achieved in a shorter time frame. We will contact you as soon as possible and apologize for the setback."
That can happen occasionally if there is an outage between Cleverbridge and the key generation system (ie: if you're ordering a brand new licence or if you are switching between the old licence types and the new one). Usually, this is a brief transitory outage, and the key pops up in your inbox in under an hour. The system retries every few hours and that picks up most of the remainder fairly promptly thereafter. There can be a specific set of circumstances where things can take longer - but I'll get onto that later since that may not apply here.
19 minutes ago, Doser98 said:the message was received and will be seen by the operators as soon as possible
This is good. You're in the queue with a ticket case number assigned in the tracking system - your query won't be lost.
21 minutes ago, Doser98 said:a key that expired because I didn't renew it, there is one that is the very one I purchased today with the description CCleaner Professional Plus disabled
Don't post the actual licence keys here, but the one that expired, what was the expiry date, and did the key start and end with a "C" (CCleaner Professional) or start with a "P" and end with an "F" (CCleaner Professional Plus) or some other combination? Likewise with the disabled one. And can you see if the licence key presently registered inside your copy of CCleaner is one of these?
eg:
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The latest release for CCleaner for Mac, version 2.09, was released just last week (https://www.ccleaner.com/ccleaner-mac/version-history) but the day before the MacOS 14 release. I would expect them to have a Sonoma-friendly release and/or patch in the near future.
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14 hours ago, Bonnie L said:
But my existing license for CCCleaner has been canceled
The most usual reasons for licence to be cancelled (ie: shows as "deactivated" with an expiry date like 1-Jan-2000, instead of merely expired) would be:
- If you requested a refund
- If the licence has been expired for a while and your customer details have been removed from the licensing system
- You bought a new licence to replace it and so the old one was cancelled
If you believe that you should still have an active CCleaner licence, and you may be using the wrong one, you can check the status of all of your licences past, and present here: https://www.ccleaner.com/support/license-lookup
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If you are referring to the subscription renewal, you can:
- Click on a link in the order confirmation email that you received from Cleverbridge to cancel the recurring subscription billing;
- Same thing, but from the My Account section inside the CCleaner console;
- Wait until you get the pre-billing reminder from Cleverbridge next year and cancel your renewal from the link in that; or
- Contact customer support at any time and they can also do it for you.
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... and which version of Recuva? The latest version is 1.53.2096 released 13 June 2023 (https://www.ccleaner.com/recuva/version-history). Prior versions (eg: 1.53 with lower build numbers) had an issue with green-lighting files that were securely deleted and, in fact, unrecoverable.
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11 hours ago, hazelnut said:
NOVEMBER, 07, 2022
Gen Unites Trusted Brands Including Norton, Avast, LifeLock and AviraTEMPE, Ariz. and PRAGUE, Nov. 7, 2022 /PRNewswire/ -- NortonLifeLock Inc. (NASDAQ: NLOK) today unveiled its new company name, Gen Digital Inc. (TO BE NASDAQ: GEN), following the completed merger of NortonLifeLock and Avast. Gen™ unites trusted names in Cyber Safety – Norton, Avast, LifeLock, Avira, AVG, CCleaner and ReputationDefender
Indeed, the combined entity has 4 AVs, 7 VPNs, and 5 different utilities brands ... oh and the various security suites will also have some embedded VPN and utilities libraries as well. One might reasonably conclude that a sensible company would consolidate some of that tech stack. That's no more nefarious than your Marmite labels and Magnum icecream wrappers coming off the same printing press.
12 hours ago, Rebob777 said:CCleaner MUST guarantee that _avast_ is not a telemetry portal for Gen or anyone else
It's not. And (aside from the above) here's why. Although folks in the USA are accustomed to companies playing fast and loose with user privacy, Google up "GDPR fines" for why companies with European customers have to behave themselves in this regard. Even anonymous telemetry data must be handled appropriately. If you check this box:
... then you'll be contributing to the tally data that drives product design decisions and prioritisation (eg: "90% of our users use feature X at least once a week - we should focus development efforts there", etc). You can opt out of this, although this effectively removes you from the voting pool.
Can this data be used for any other purpose than stated? Well not a lot, since on the servers it's all anonymous. It could be used to locally target cross-promotions from within CCleaner itself, but only if you provide that permission:
TL;DR: "_avast_" looks to be careless labelling either of a library component transplanted from Avast -> CCleaner, or that was repackaged from CCleaner to be used in an Avast-branded product. It is nothing interesting. CCleaner's privacy settings remain controlled by the CCleaner Options > Privacy settings that CCleaner must legally adhere to.
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I assume that you downloaded CCleaner for Mac 2.08 from the official website (https://www.ccleaner.com/ccleaner-mac) and are using macOS 10.12 or higher? Note that if you picked up an old CCleaner for Mac 1.x from somewhere that's been end-of-lifed and is unlikely to work on MacOS 11 or higher.
CCleaner not launching on macOS
in CCleaner Bug Reporting
Posted
Are you trying to rollback? You can get the 2.08.173 build from September here: https://download.ccleaner.com/mac/CCMacSetup208.dmg
I just pulled 2.09 from https://www.ccleaner.com/ccleaner-mac/builds which is labelled on the page as 2.09.187. https://www.virustotal.com/gui/file/fc3704c9ace0b4e04891af41c8904b105863f60f2529eda5749a701bbff84ff4/details shows a first submission date of 2023-10-19, which seems consistent with https://www.ccleaner.com/ccleaner-mac/version-history for 187.
I did have a copy of the 185 dmg lying around, which has a different hash (https://www.virustotal.com/gui/file/785533a29545591882fb23a99f6a7d7a2d9aecbf3389f63a1d3c42455f3323bf/details) and a first submission date of 2023-09-26.
So this is consistent with the download on the builds site being current. @Julius: check your dmg on VT to check which you have?
Seems to be working for someone, which might point to you still having the older version somehow @Julius ? Please check and confirm.