I’ve tried running a “Health check” and it’s been hanging on “collecting some old junk” for two hours at 86%. V7 has too many bugs and I’m now being asked to pay more!!! Nor will it allow me to stop the scan.
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Hi @Pianoman,
Thank you for reporting this issue.
Please could you send me a screenshot showing where Health Check is getting stuck and follow these steps to help us investigate the issue:
- Replicate the issue on your end.
- In CCleaner, scroll to the bottom of the left-hand menu and click Help.
- Select CCleaner Support Tool from the options.
- Download and install the CCleaner Support Tool.
- Once installed, run the tool to generate the logs.
- At the end of the process, you’ll receive a 5-digit File ID.
- Please share that File ID with me so I can review the logs and investigate further.
If you have any issues please let me know.
Hey there, i have the same trouble too for the past few weeks. What must be done ? The app crashes while being stuck at 82% and when i open back up, this is how it would be
Sounds like your ccleaner 7 service is being stopped, as seen by your image, this is what’s happening
I tried that. It’s still running. But when i tried to stop it, it says error and cannot define the error. So it’s stuck
I’m using Pro on a W10 desktop and have had the same issue for a couple of months. Here’s my screenshot; I’ve tried the Repair tool and have the generated troublelogs ready to send; that code might be UOHPY if that helps. Thanks!
Thank you for these log files, I have passed them on to the team investigating this issue and will follow up when I have more details.
Hi @ConradP99,
The development team has reviewed the logs, and it looks as though CCleaner is getting stuck on Firefox cleaning.
Please could you exclude Firefox from cleaning and let me know if this resolves the issue for you?
If it does, please disable all cleaning options except Firefox and perform the clean, and let me know if it still gets stuck or if the cleaning proceeds as expected.
That seems to have done the trick! So is there a way to exclude Firefox in my CCleaner defaults/settings so I don’t have to remember that each time? I see I can exclude Files, but haven’t a clue WHICH files within Firefox (or other applications) that would be; I mostly know them by the overall app itself.
Thanks for letting me know that excluding Firefox resolved the issue.
Please could you exclude everything except Firefox and then perform a clean and let me know if it still gets stuck?
Same problem here. I informed support last year and never received a fix. Not sure I’ll continue with CCleaner when this subscription runs out.
Hi @phrikas,
If you perform a custom clean but disable clearing for Firefox, does this resolve he issue for you?
It seems to resolve it. But when will a Firefox fix be ready?
Thanks for confirming that disabling Firefox cleaning resolved the issue.
Unfortunately, a fix will not be in time for the v7.4 update, but should be in the v7.5.
Until then, I recommend using Customer Clean with Firefox cleaning disabled.
If you have any questions please let me know.
Thanks….