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MeganCCleaner

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Everything posted by MeganCCleaner

  1. Thanks for notifying us of this. I'll ask our support team to contact you via email so you should hear from someone soon. Our email will be sent from support@ccleaner.com.
  2. Thanks for all of your continued help and patience throughout this process! We suspect that this could be partially attributed to how the files are numbered like this. We'll be testing this to see if we're able to replicate the issue and I'll follow-up with you again as soon as I have further insight.
  3. Hi Jonny0r. Thanks for providing the log files as we've been collecting these and we appreciate your help with this. Our support team will gladly create a new license for you in order to resolve this problem. Can they contact you via email, using he same email address that is registered to your forums account?
  4. Hi DazmanUK. We're very sorry you are experiencing this issue, and we'll gladly create a new license for you in order to resolve the problem. Does our support team have permission to contact you via email, using the same email address that is registered to your forums account?
  5. Thanks for letting us know of how you've replied via the email correspondence. I'll notify our support team of this and you should receive a response soon.
  6. I also feel as though this is quite puzzling as you should not be required to point the Duplicate Finder to a specific directory like that, nor should doing so allow it to find more duplicate files than it did previously, without the specification. To confirm, have you experienced any continued problems after manually adding the zBackups-Kodi sub-folders?
  7. Would you be willing to "Add" the following folders from within the Include tab of the Duplicate Finder? D:\A\Home\#Home\zBackups-Kodi D:\A\Home\zBackups-Kodi When adding these folders, please ensure you select the "Include files and subfolders" option- Afterwards, please place a checkmark next to these folders, and no others, then click Search to see if the behavior changes, or not.
  8. Thanks for all of the detailed information, and for providing the screenshot. I am curious if this is happening as a result of the CCleaner Browser changing file associations for the Administrator account on your system. To confirm, do you have the CCleaner Browser installed on the Administrator account, or was it ever installed in the past?
  9. Thanks for providing the Duplicate Finder results. I initially wondered if the files were being recreated upon their deletion (using different names) but I can see how the "Creation" timestamp for them is 5/2/2017 so they don't seem to refer to newly created files. Can you send us screenshots displaying the contents of the following folders? D:\#\Home\#Home\zBackups-Kodi\i3-Mike\2017+10+03+before+17.4\addons\script.module.dudehere.routines\resources\skins\Default\media\progress D:\#\Home\zBackups-Kodi\i3-Mike\2017+10+03+before+17.4\addons\script.module.dudehere.routines\resour
  10. @phantomathkgThanks for providing these as we've received some other reports about this issue so we are actively investigating, and collecting logs. To confirm, were these logs created using v1.18.28 of CCleaner, or were they created using the new version we released on October 6th, v1.18.30 ? (I assume they're from the latest version, 1.18.30, but I need to verify this - just in case)
  11. @nukecad Thank you for pointing this out as I had failed to acknowledge that and I appreciate you for bringing it to my attention! @Marcello Our software does not support 'beta' or testing versions of operating systems, such as the Windows Insider Preview versions of Windows 10, therefore it may not be abnormal for you to experience these types of issues with CCleaner on this version of the OS.
  12. Hi again As mentioned in our private conversation, this can be resolved by booting into Safe Mode. In any situation, I'll be more than happy to help with anything you may need; simply reply in this thread, or in our private conversation.
  13. To help us investigate further, would you feel comfortable with attaching a copy of your initial and subsequent Duplicate Finder results, using the following steps? Open CCleaner > click Tools > Duplicate Finder > Search Right-click an entry from the list of results > click "Save to text file..." (Please attach this file) Place a checkmark next to the duplicate files > click "Delete Selected" > OK > OK Click on the "Back" button and click "Search" again Right-click an entry from the list of results > click "Save to text file..." (Please att
  14. Unfortunately as you've noticed, our documentation at https://www.ccleaner.com/docs/ccleaner/ccleaner-settings/changing-monitoring-settings-ccleaner-free is no longer relevant in the latest versions of CCleaner as the "Monitoring" feature is now labelled as "Smart Cleaning" and there are some other differences, as well. We intend to have all of our documentation updated soon to ensure that it is completely accurate but meanwhile, you can find the relevant documentation for the Smart Cleaning feature of CCleaner at https://support.piriform.com/hc/en-us/articles/360015058012-What-is-the-Sma
  15. Hi Mercello. Does this problem also exist after installing the "Slim" build of CCleaner? You can download/install "CCleaner - Slim" from here: https://www.ccleaner.com/ccleaner/builds (This is identical to the standard build of CCleaner but the installer does not provide any optional installation offers for other products)
  16. Hi Peter. It's definitely possible that this is attributed to the Chrome setting so exactly as you suggested, you may be able to allow the avast.com domain to resolve this. Otherwise if the problem persists afterwards, I would suggest that you disable the "Clear cookies and site data when you quit Chrome" setting for a period of time in order to verify if this is in fact the cause of the issue, or not.
  17. Can you please follow the instructions below to see if this generates the same -1032 error we see in your logs and/or can you please attach a screenshot of the results? Right-click the Windows Start button > click Windows PowerShell (Admin) Type and enter: Additionally, can you please see if the CCleaner issue exists when using Windows in Safe Mode with Networking? Instructions on how to boot into Safe Mode with Networking can be found here. Error -1032 means "JET_errFileAccessDenied - The file cannot be accessed because the file is locked or in u
  18. Would you be willing to disable the legacy version of Edge, using the following steps, to see if this would be a viable workaround? Open the "Run" dialog in Windows (On the keyboard, hold/release the Windows () and "R" keys simultaneously) Type: C:\Windows\SystemApps\ > click OK Right-click on the folder named as "Microsoft.MicrosoftEdge_8wekyb3d8bbwe" Click "Rename" Type "LEGACY" at the end of the folder name (i.e. Microsoft.MicrosoftEdge_8wekyb3d8bbweLEGACY) > click Enter
  19. Both of these log files show that it is taking an extended amount of time to clean the Legacy version of Edge, whereas the timestamps indicate that the Chromium version of Edge is being cleaned much more quickly. Specifically, I believe this is attributed to the following: This means that there was 101 failed attempts to unlock the ESE/JET Blue database (i.e. the spartan.edb file) - Furthermore, I saw the following error in both of the logs: I'll be investigating this but meanwhile, can you please see if the problem persists when running CCleaner with administrative pri
  20. Thanks for verifying that. I'll ask our support team to contact you now. They'll send an email from support@ccleaner.com.
  21. Thanks for sharing that. This crash event occurred in 5.68.0.7820 of CCleaner. Do you see any similar events associated with more recent versions of CCleaner - v6.69-v5.71? Also, has this problem persisted in the new version of CCleaner we released today, v5.72? If so, would our support team have your permission to contact you directly via email, using your forums account address?
  22. To help us investigate further, can you please post the log file that is created when running CCleaner in debug mode, using the following steps? Open the "Run" dialog in Windows (On the keyboard, hold/release the Windows () and "R" keys simultaneously) Type: CCleaner.exe /debug > click OK When CCleaner opens, use Custom Clean to replicate the problem Close out of CCleaner Afterwards, a log file will be generated in the C:\Program Files\CCleaner folder and it will be named in the format of "CCleaner_[version]_[date]_[time].log". Please attach this file.
  23. That's an excellent point and something I had not previously considered; it does seem as though if Smart Cleaning crashed without cleaning any 'junk' files whatsoever, and a manual 'junk' file cleaning operation had not been performed afterwards, the same amount (likely more) 'junk' files would still exist, therefore Smart Cleaning would run/crash again immediately upon being relaunched. The only possible explanation I could provide outside of that would be if a certain amount of junk files were successfully removed via a manual cleaning operation, or via Smart Cleaning before the 'crash
  24. I'm curious if this is happening as a result of CCleaner crashing during the automated cleaning operation. Are you able to find any crash related events for CCleaner when reviewing the Event Viewer Application logs, using the following steps? Open the "Run" dialog in Windows (On the keyboard, hold the "Windows" ( ) and "R" keys simultaneously) Type: eventvwr.msc > click OK Expand "Windows Logs" > click Application From the Menu Bar, click Action > Find... Type "CCleaner" > click "Find Next" Please continue to click on the "Find Next" button to
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