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Sandra CCleaner

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Everything posted by Sandra CCleaner

  1. Hi there, I have flagged this issue to our Browser team, and they require Diagnostic information in order to investigate this issue further. It would be great if you could please share that with us, either here or with support@ccleaner.com. To get Diagnostic information from CCleaner Browser, please go to Settings > About CCleaner Browser (right at the bottom of the panel on the left hand side) > Diagnostic Information. A box will pop up with the info, and you can just copy and paste it. Thank you!
  2. Hi, please try using this: https://download.ccleaner.com/portable/ccsetup564.zip
  3. Hi Imacri, thanks for pointing this out. I have asked the team to update the article so it points to the right place. The link provided by Hazelnut is the correct slim download for v5.64
  4. Hi Chris, thanks for reaching out to our community and apologies for the delay in getting back to you. I can confirm that at this moment themes are not fully supported in CCleaner Browser (only experimental). You can enable themes and take part in the test, but it may cause some issues with the interface, though the risk is low. To enable themes, please go to secure://flags and enable the flag 'Themes'. Screenshot is attached for your reference. Please let us know if you require further assistance with CCleaner Browser.
  5. Hi Mark, we're sorry to hear that you're unhappy with Recuva. Please contact our support team using the contact details/contact form above. A member of our support team will get back to you as soon as they can.
  6. Hi, the Windows XP and Vista build can be downloaded from here: https://download.ccleaner.com/sunset/ccsetup564_xp-vista.exe CCleaner v5.64 is the last version that you will be able to use on XP and Vista and you will not be able to update, however v5.64 will receive any future critical security updates. Thanks
  7. Hi, thanks for this information . I can confirm that the emails are legitimate, and have come from us so no spam/phishing. I have shared this with the team - you should only have received one email; we will look into this.
  8. Hi Ayush, thanks for reaching out to our community. The CCleaner QA team has investigated this, and recommend checking whether the uninstall string is incorrect. Please see below for the steps you need to follow to check for this: HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\CCleaner OR HKLM\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\CCleaner Please do let us know if this solution works. Thank you.
  9. Hi, thanks for adding to the list. I will let our team know about these .
  10. Hi Jerry, I'm sorry that the solution did not work. I have related this to our support team who are investigating this error, and they have suggested sending your file analysis and registry scan results to see if anything correlates. If you would like to help us, please see info below - our team is keen to find out what is causing this problem, and we appreciate your assistance with this. To help us determine why this is happening on your system, can you please provide us with a copy of your analysis results from CCleaner? You can save the analysis results using the following steps: 1. Open CCleaner > click "Custom Clean" 2.Click "Analyze" 3. Right-click an entry from the list of results > click "Save to text file..." (Please send this text file to us on support@ccleaner.com) Additionally, and if you had cleaned your registry prior to when this problem occurred, can you please provide us with a copy of the registry scan results, as well? You can save the registry scan results using these steps: 1. Open CCleaner > click Registry 2. Click "Scan for Issues" 3. Right-click an issue from the list of scan results 4. Click "Save to text file..." (If applicable, please send this text file to our support team) Thanks, Sandra
  11. Hi there, thanks for reaching out to our community. Please try to register again making sure that all the details are copied and pasted in as explained above by Nergal. If that doesn't work, please reach out to support@ccleaner.com and our team will be able to assist.
  12. Hi, thanks for sharing. I have shared this with our product team who will review the comments and will be in touch with any questions.
  13. Hi Jerry, thanks for reaching out to our community. We suspect this may be attributed to CCleaner's removal of the OProcSessId.dat Office related file, which is (erroneously?) being stored inside of the Windows Temp folder. Specifically, we've had other customers report the same exact problem with Office, and after excluding this file from CCleaner in order to prevent it from being removed, the problem disappeared. Would you be willing to exclude this file as well, using the following steps? 1. (If needed) Reinstate Microsoft Office so it is functional again Open CCleaner > click Options > Exclude 2) Click Add > Drive or folder > Browse 3) Navigate to: C:\Users\herbe\AppData\Local\ 4) Click on the "Temp" folder > click OK 5) Select "File Types" and type: *.dat 6)Click OK Once excluded, please use CCleaner again and afterwards, please verify if the Microsoft Office products are working, or not. Additionally, I would be greatly appreciative if you inform me whether or not this works because if this is the cause of the problem, I'll want to make sure our development team is aware of this issue as well.
  14. Hi Roman, thanks for getting in touch with our community. Please see advise above about white listing CCleaner. Please also contact support@ccleaner.com to request a refund for your duplicate subscription, or to merge both subscriptions into one.
  15. Hi, we will make sure that the time is not lost from your license. We apologize for the inconvenience, and want to reassure you that our team is doing the best it can to solve this.
  16. Hi Danny, I will communicate this to our team and will be in touch once I hear back. Thank you.
  17. Hi there, I would suggest adding CCleaner to the exclusion list in Malwarebytes. We are also urgently investigating the reports of Security button being grayed out and failing to connect to server. We will be communicating any updates as soon as they will become available. We apologize for the error and hope that it will be fixed soon.
  18. Hi Patrick, thank you for updating the thread. Please do reach out to our support team if you need further assistance with your license.
  19. Hi there, we're sorry about the issue with cancelling your subscription. Please contact our support team on the details above to request a refund. Rest assured we offer a 30-day money-back guarantee.
  20. Hi, thanks for reaching out. Our support team is busier than usual so it may take a while to get back to you. Please rest assured a team member will be in touch with you as soon as they can, and will make sure that the correct expiration date is in place for your license.
  21. Hi, thanks for reaching out to our community. Please contact our support team using the address above and a member of our team will be in touch.
  22. Hi, thanks for reaching out to our community. We're sorry about the error you have experienced. Our product team is aware of this issue. So far our investigations (as well as this and other threads) show that adding CCleaner to the exception list of your anti-virus should solve the issue - so far this has worked for Trend Micro and Virus Buster. Or, as suggested above, downloading an older version of CCleaner. We are urgently continuing to investigate this and appreciate your help with looking for a solution to the error. Thank you.
  23. Hi, thanks for reaching out to our community. We're sorry about the error you have experienced. Our product team is aware of this issue. So far our investigations (as well as this and other threads) show that adding CCleaner to the exception list of your anti-virus should solve the issue - so far this has worked for Trend Micro and Virus Buster. Or, as suggested above, downloading an older verion of CCleaner. We are urgently continuing to investigate this and appreciate your help with looking for a solution to the error. Thank you.
  24. Hi, thanks for reaching out to our community. We're sorry about the error you have experienced. Our product team is aware of this issue. So far our investigations (as well as this and other threads) show that adding CCleaner to the exception list of your anti-virus should solve the issue - so far this has worked for Trend Micro and Virus Buster. Or, as suggested above, downloading an older version of CCleaner.
  25. Hi all, thanks for reaching out to our community. We're sorry about the error you have experienced. Our product team is aware of this issue. So far our investigations (as well as this and other threads) show that adding CCleaner to the exception list of your anti-virus should solve the issue - so far this has worked for Trend Micro and Virus Buster. We are urgently continuing to investigate this and appreciate your help with looking for a solution to the error. Thank you.
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