I live in Washington DC and have used CCleaner for Windows without issue for years. Now every time I try to launch the program I get an error message “product is not permitted for use in your location” then it shuts down. I tried reinstalling the latest version and same result.
What gives?
We have seen a few of these in recent months in both the US and Canada.
It appears to be linked to the IP that your ISP has allocated to you; restarting your hub/router (power it off, leave for 5 mins, power it on again) can usually cure it.
PS. We saw similar a number of years ago with users in Spain and Italy, a range of IPs that had previously been allocated to Iran got reallocated for use in Spain and Italy.
However they would sometimes still be identified as being from Iran and so got blocked by various softwares and websites.
I’m not sure if the same the same thing is now happening with these blocks in the US and Canada, (maybe it’s to do instead with you President’s issues with China? Once you start blocking internet access it’s open to errors blocking the wrong things).
However it seems a reasonable guess that your IP is being seen as one that is blocked for some reason, particularly as restarting the router and so getting a new IP allocated often fixes it.
Hi- I tried your fix of restarting our router and that did NOT fix the problem…to make things more confounding, I have CCleaner installed on another PC of mine and it works fine and does not give me any kind of error message… any other suggestions for how to get CCleaner actually working on this computer?
Sorry. If it is the IP being blocked then the router reset normally works.
Maybe try it again?
Other than that you could try setting it to use a Static IP rather than a Dynamic one?
Just some more general info about geoblocking for anyone reading:
This is not a router issue or an ISP issue. It’s a ccleaner issue and y’all are doing absolutely nothing to actually investigate and resolve it. Every time it’s reported y’all spout the same nonsense. It has no happened to me for the 3rd time this year after se4veral years of no issues and I can say with 100% certainty that it’s not a networking issue. I’ve spoken with my ISP, checked all network settings on my end and as a shits and giggles experiment I’ve been running a spare system with nothing on it except a default Windows install using a hotspot. And guess what? Today, after 3 months of running perfectly I get that warming again. Fix your app and stop trying to blame everything/everybody else!
You have a couple of misunderstandings there:
Firstly- This is a user forum and you are talking to other users, some of us pretty experienced.
As users we can advise what you can do to fix things yourself, or failing that how to contact CCleaner.
Secondly- As we have already advised this is not a “fault” with CCleaner.
CCleaner is working fine for millions of people around the world.
There is nothing that CCleaner could (legally) change to prevent what you (and a few others in the USA and Canada) are seeing.
You are seeing a geo-location block, in this case it looks like a government sanction against allowing some IPs to access some things. (Other things may/will still be allowed through).
If/when your particular IP is in a range of IPs that are on a sanction blocklist then CCleaner has to block it by law.
Or to put it another way:
It CCleaner have been instructed by your government to block certain IPs then it is beyond CCleaner’s power to change that and CCleaner cannot be allowed to run at those IP’s.
As an example because of the situation in Ukraine CCleaner, and many other softwares, currently have to block acces from Russian IPs.
It’s no use the Russians shouting at the softwares, it’s the governments they need to shout at.
One final tip for you- Try going offline before you run CCleaner, it should clean as normal.
The updaters etc. won’t be able to run because they need to be online, but the cleaning doesn’t.
Turning my WiFi off did not help. I still get that error: location not permitted.
This problem also started for me. There are no issues with IPs. This is not IP problem. First time I found a way to fix it and it worked but it takes a few steps and I will not do it again. When the problem starts, the OS asks to allow the app to make changes to device. This is not happening under normal operation. After OK, I get the error. Even if Internet is disconnected, same error. You have to fix this soon. Most people will not bother to contact you, just look for alternatives. I contact you because I find ccleaner to be a good product and useful and this is why I have a pro plan, but these errors are frustrating and consume time. Thanks.
P.S. If ccleaner “calls home” and tries to send some information that some antivirus think is sensitive, than this issue can occur. It can also occur with bad use of registry or due to many other reasons, including conficts with other apps. Some investigations is required by the developers. Probably, some ability to log operations and create a file would help to identify the source of the errors. Just saying, not an expert, but this is not networking or IP issue.
I now have this same problem. I’ve been using CCleaner for MANY years and have never experienced this issue. How do we contact CCleaner to help troubleshoot?
The CCleaner email address is non functioning now.
Instead go here
Fill out the forum and press submit. A live chat button should now be available for you.
A virtual assistant will try to help you first. If that is not possible you will be passed to a live agent.
Hi @turturici,
Are you still experiencing this issue?
If so please contact our support team via the Contact Us page on our Help Centre using the same email address you used to make your purchase.