CCleaner 5.75 or 5.70 crashing on start up.

CCleaner for Windows CCleaner Windows Bug Reporting
1

Hello,

i have a problem with CClenaer, I'm trying to install CCleaner 5.75 or 5.70 after installation when I try to open the software I get crash message (ccleaner has stopped working), interface not even show up! i tried a lot of times but no solution, i tried to updare my antivirure and even disable it, but it's not working!

My pc specs : 

Windows 7 Professional 64-bit 


Antivirus: Kaspersky Internet Security 21.1.15.500 ( Database Updated )

Error Details :

-----------------------------------------------------------------------------------------------------------------------------------------------

Problem signature:

Problem Event Name: APPCRASH 

  Application Name:    CCleaner64.exe


  Application Version:    5.75.0.8238


  Application Timestamp:    5fcf7fd5


  Fault Module Name:    ntdll.dll


  Fault Module Version:    6.1.7601.23889


  Fault Module Timestamp:    598d5074


  Exception Code:    c0000005


  Exception Offset:    0000000000048f24


  OS Version:    6.1.7601.2.1.0.256.48


  Locale ID:    1025


  Additional Information 1:    6acb


  Additional Information 2:    6acb49d0a37d93dbc59ef7c909937b2a


  Additional Information 3:    1ab8


  Additional Information 4:    1ab865e07f38cdd809bbbfee04f3756b

Read our privacy statement online: 

  http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409

If the online privacy statement is not available, please read our privacy statement offline: 

  C:\Windows\system32\en-US\erofflps.txt

-----------------------------------------------------------------------------------------------------------------------------------------------

Thank you for help.

2

As this is Windows 7 then try using the 'Slim' installer from here (the 3rd one down): https://www.ccleaner.com/ccleaner/builds

Win 7 will sometimes not play nicely with the 'offers' in the standard installer, they are written with newer software routines that Win 7 does not support; the 'Slim' installer does not contain those offers.

3

Hello Nukecad, thank you for your reply, unfortunately the same thing happened with Slim version too. same error.

4

As you say you have already tried disabling Kaspersky then the next thing I'd try is to boot Windows into Safe Mode and see if the Slim installer will install then.

If it installs OK in Safe Mode then that indicates that something else that is running in 'normal' mode is interfering with the install. 

(Which is usually an AV, but let's see if you can install CCleaner in Safe Mode first).

5

Hello Nukecad,

Thank you for your reply, and sorry for my late reply, I tried again to install slim in safe mode but it doesn't work when I try to open it in safe mode(nothing happens when running it), even in normal mode I get the same error message!.

6

Ok, the next thing is to check that you haven't somehow got Win 7 set to run CCleaner in compitibility mode with Vista or XP.

If you've managed to get a CCleaner installed but not running then: 

Browse to the CCleaner folder and right click on 'CCleaner64.exe', in the context menu select 'Properties' and then the 'Compatibility' tab.


(This is from Win 10 but it's similar in Win 7).

image.png

The last CCleaner version that will run sucessfully in Vista/XP is version 5.64, anything later may install but won't run.

If you haven't managed to get a CCleaner to install so can't check the above, or if you want to try it anyway, you can get CCleaner v5.64 installer from this link:

https://download.ccleaner.com/sunset/ccsetup564_xp-vista.exe

7

Hello,

sorry for the late reply, I hope you enjoyed your holiday. I followed all your instruction but it's still not working, even i tried to install this version https://download.ccleaner.com/sunset/ccsetup564_xp-vista.exe 

but it tells me it's not compatible with your OS system. !  <span><img alt=":(" data-emoticon="" height="20" src="<fileStore.core_Emoticons>/emoticons/default_sad.png" srcset="<fileStore.core_Emoticons>/emoticons/sad@2x.png 2x" title=":(" width="20" /></span>

8

I'm out of ideas for now, apart from that maybe your Kaspersky AV is the problem after all.

Reading back to your first post you said:

Quote 
<div class="ipsQuote_contents ipsClearfix" data-gramm="false">
	<p>
		Antivirus: Kaspersky Internet Security 21.1.15.500 ( Database Updated )
	</p>
</div>

I do note that Kaspersky Internet Security is now at version 21.2.16.590, patch B. (Released 11 Dec 2020). 

Both Patch A and patch B  for version  21.2.16.590 (and the older Patch C for version 21.1.15.500) say that they '<em>fix several application issues</em>'.


Which version are you running now?

https://support.kaspersky.com/15595#21.2.16.590b

Sometimes to get the latest version you have to update your AV from the website rather than through the AV itself. 

(We have had many posts in the past where the user insisted their AV was up to date, but a check on the AV's website found otherwise, and updating to the latest solved their issue. Some AVs are worse for it than others).

If you have a paid for CCleaner then if updating Kaspersky doesn't solve the issue I suggest that you contact support, email them at: support@ccleaner.com

9

Thank you so much for your time and effort, i have uninstalled kaspersky but still not solving the issue, i will try to contact support on Email, thanks again!