I upgraded to ccleaner professional and my sound driver was removed. I have a Lenovo laptop with extended support. They had to do a recovery to get my sound back and now I can’t open File Explorer or Word.
I’m not getting much help from ccleaner support.
Is there a phone number that I can use to contact them?
y laptop is almost of no use since this happened.
There is no telephone support.
You can raise a support ticket by using the form here: CCleaner Support Community
I’m afraid that you will just have to be patient and wait for support to reply - But I can give you a tip:
Once you have sent a request then don’t send further emails/requests until you get a reply from a support agent.
If you do then that will just slow things down even more.
While your request is in the queue waiting to get to a support person the queueing system will see any/all new communication from you as further information for your existing request, so adds it to the ones you have already sent and puts it all at the back of the queue again as one new request.
Nuclear AND beer… Quite the combination! A mix of the old and the new…lol
Thanks for the feedback.
From the little bit of research I’ve done, it appears as though my experience is not that unusual. It’s very disappointing that a paid piece of software that is intended to make my computer run better could do this much damage… First it was the audio driver problem, now File Explorer, Word and Excel won’t open.
Have you had any experience with a professional service such as the Qeek Squad being able to fix the problems created by CCleaner?
Also, do you have any idea of the time frame on these things??? Days? Weeks? Months?
Thanks again for your feedback.
I’m just a user like yourself, OK a knowledgable one, and a bit glorified in being trusted to moderate on this forum.
As for how long a wait, it’s a bit of a piece of string question.
It will depend on how many other requests have been made of course, and certain times can be busier than others. (Think just after Black Friday for example).
Obviously a lot of customers (most who have to contact support) think it’s too long, which is understandable.
Admitedly some of the compaliners are not registered as customers (which can be what they are asking/complaining about) so aren’t registered as having paid for support and are low priority.
It did used to be a lot quicker, but they seem to have changed the system and everything now grinds more slowly.
So it’s only a guess but at least a week and possibly longer? If it’s quicker then good.
I for one appreciate you and your efforts to help.
Obviously, the real question is will they be able/willing to “fix what they broke” if they actually accept that they are responsible for the problems.
With such complicated issues like this, and Windows being such an over complicated, tangled mess of interdependent code, making any repairs so difficult, I don’t have much hope for a happy outcome. And with Win 11, they have only gone from bad to worse… Again, based on what I’ve seen I have a genuine concern that CCleaner will even survive this. I’m considering getting a refund before they go out of business.
OK, I’m done venting…
Do you know the most effective way for me to get a refund? Clearly, I wouldn’t even think of running this software on my computer again…
mike
Err, contact support. 
TBH I would never run any driver updater (except maybe in desparation with a driver that was already broken and difficult to find). I’ve seen it end in tears/anger too many times to consider any one of them safe to use.
Of course some people do use them regularly without any issues, but it only takes something to go wrong once to make a mess - as you have found.
Hi mpbarber:
I don’t use CCleaner Pro so I’ve never used the Performance Optimizer feature, but you might want to check if this feature is putting any of your applications to sleep to save system resources. There seem to be quite a few CCleaner Pro users complaining that their Microsoft 365 / Microsoft Office programs don’t launch correctly and the culprit is often Performance Optimizer.
I still don’t have sufficient privileges in this forum to embed images in my posts, but the May 2022 CCleaner Knowledge Center article Our CCleaner 6 app is out now with a new, patented Performance Optimizer and improved Software Updater has an image of the Performance Optimizer window that shows the “Sleeping Programs” tab. Perhaps @nukecad could post an image of what the Performance Optimizer window (and the Sleeping Programs tab) looks like in the latest CCleaner Pro v6.28.
Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.4894 * Firefox v131.0.2 * Microsoft Defender v4.18.24080.9-1.1.24080.9 * Malwarebytes Premium v5.1.11.133-1.0.5048 * Macrium Reflect Free v8.0.7783 * CCleaneer Free Portable v6.28.11297
This just happened to me. Ccleaner updated my drivers and now I have no sound on my computer.
Hi mpbarber:
Here’s the image from that May 2022 CCleaner article I was referring to:
Kudos to Mod nukecad for bumping up my user privileges one trust level so I could upload images again.
Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.4894 * Firefox v131.0.2 * Microsoft Defender v4.18.24080.9-1.1.24080.9 * Malwarebytes Premium v5.1.11.133-1.0.5048 * Macrium Reflect Free v8.0.7783 * CCleaneer Free Portable v6.28.11297
I have a Lenovo YOGA MS11 laptop I purchased last December. I have the extended warranty that only covers hardware and drivers.
I upgraded to Ccleaner Pro, ran it and lost my sound… message when I put the cursor over the “speaker icon” on the task bar…“driver not installed” or something to that effect.
I contacted Lenovo support and after the second support technician, he did a recovery on my laptop to a previous date… That got the sound back but now File Explore, Word, Excel and I’m not sure what else won’t open.
I uninstalled Office and reinstalled it but that hasn’t helped…
I sent a support request to CCleaner about 2 weeks ago. They came back to me and requested information about my laptop and the details about Ccleaner-Pro subscription. That was last week. Nothing yet. I think they are being overwhelmed with problems because of their software problems.
Clearly, they have some serious issues and I feel like they have damaged my computer and aren’t helping me fix it.
I’m trying to get support from the folks here.
Based on my experience, I don’t recommend “recovery” as a way to repair your audio. Unfortunately, I don’t know what else to do and there’s no telling how long it will take Ccleaner to help you.
I’m only sharing my experiences here in the hopes that someone else may be able to help…
Hi mpbarber:
It’s possible that the original problem with your sound driver occurred after CCleaner Pro’s Driver Updater feature installed a driver that was not compatible with your Lenovo BIOS. The “system recovery” performed by Lenovo tech support might have fixed your sound driver problem by rolling your driver back to a previous version, but Windows System Restore and other system recovery methods that roll back your system files to an earlier date are notorious for damaging third-party software installations if the proper precautions aren’t taken (e.g., if you use a third-party antivirus like McAfee, Norton, etc. and don’t disable the self-protection module of your antivirus before starting the System Restore - see the warning in the Norton support article Fix System Restore Problems With Norton Product Installed for one example). If I were you I would re-open your service ticket with Lenovo customer service since they were the ones who performed the “system recovery”.
If you’d like to continue troubleshooting while you wait for assistance from CCleaner or Lenovo customer support please answer the following questions.
What is your full computer make and model number, and if possible could you provide a link to the Lenovo support page that lists the recommended Lenovo software and drivers that match your computer model? I can’t find any reference to a Lenovo Yoga MS11 if I google that model number or visit the Lenovo site at https://www.lenovo.com/us/en/laptops/results/?visibleDatas=698%3AYoga.
What is your Windows OS and antivirus? If you have a Win 10 or Win 11 OS please include the version and build number shown at Settings | System | About | Windows Specifications [or open a Run dialog box (Windows key + R) and enter winver].
Do you have a proprietary Lenovo utility like Lenovo Vantage that can update Lenovo software and hardware drivers and optimize your system? If so, paying for CCleaner Pro is likely unnecessary, and changes made to your system by CCleaner Pro might even conflict with those made by your Lenovo utility and create unexpected problems.
What is the product name and current version of your Microsoft 365 or Microsoft Office product, and does Word launch correctly after CCleaner Pro is uninstalled? If the problem persists after CCleaner Pro is uninstalled it’s possible an Online Repair (not a Quick Repair) of Office as instructed in the MS support article Repair an Office Application could fix Word.
If you haven’t already done so, I would suggest that you run scans with DISM and System File Checker (SFC) just to make sure your Windows system files weren’t damaged during the “system recovery”. First, open an elevated command prompt with Administrator rights and enter the command DISM /Online /Cleanup-Image /ScanHealth. If that scan does not detect any problems with your component store then run the command SFC /scannow to see if it can detect and repair any issues with your system files. If either of those scans detects a problem post back and let us know what message it displayed. See the ghacks.net article Use DISM to Fix Issues SFC Can’t for more information about these scans. Here are the results of scans I ran today on my Win 10 Pro v22H2 machine:
Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5011 * Firefox v131.0.2 * Microsoft Defender v4.18.24080.9-1.1.24080.9 * Malwarebytes Premium v5.1.11.133-1.0.5048 * Macrium Reflect Free v8.0.7783 * Microsoft Office Home and Business 2019 C2R Version 2409 / Build 18025.20104 * CCleaner Free Portable v6.28.11297
Hi Sandra12:
If you have used Cleaner Pro’s Driver Updater feature to update your sound driver on a previous occasion the CCleaner support article Driver Updater states in part:
How can you restore a previous driver version?
CCleaner’s Driver Updater tool stores a backup of each driver before updating it to the latest version of a driver. To revert to a previous version of a driver for troubleshooting purposes, do the following:
- Open the Driver Updater tool, click the Fix a problem link at the bottom of the window, and then click Go to drivers list
- Click the Learn more button (for the relevant driver)
- Click Revert next to the driver version you want to restore
- The selected driver should revert to the version you want.
Note: Driver Updater only restores versions of drivers that it’s successfully installed before. You cannot restore versions of drivers originally installed by your operating system or other third-party software.
If that doesn’t help please post back and let us know your computer make / model and Windows OS (including the version and build number) and we might be able to provide instructions to revert your sound driver to the previous version using your Windows Device Manager. For example, I own a Dell laptop and instructions are provided in the Dell support article How to Roll Back a Device Driver on Dell Windows Computers.
Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5011 * Firefox v131.0.2 * Microsoft Defender v4.18.24080.9-1.1.24080.9 * Malwarebytes Premium v5.1.11.133-1.0.5048 * Macrium Reflect Free v8.0.7783 * Microsoft Office Home and Business 2019 C2R Version 2409 / Build 18025.20104 * CCleaner Free Portable v6.28.11297
I’m not sure I can accomplish this but I will try…
Here is the information you requested…
full computer make and model number:
Yoga 7 16IRL8 Serial Number: YX08HWQ0, Product Number: 82YN0002US, Bios Version: LHCN25WW
Device Name: LENOVAYOGA
Product Number: 82YN0002US
Serial Number: YX08HWQ0
Bios Version: LHCN25WW
Processor: 13th Gen Intel(R) Core™ i7-1355U
Storage: 474.7 GB
Installed RAM: 16 GB (15.7 GB usable)
Device ID: 70CF1F21-FDD5-473E-B0FC-B015B9FB79ED
Product ID: 00342-22237-48750-AAOEM
www support DOT lenovo DOT com/us/en
Response from Lenovo
Should you need to follow up on this case, please reference 2021521649 and contact us at www support DOT lenovo DOT com/contactus?serialnumber=YX08HWQ0
I hope I’ve provided all the information you requested…
mike
ps I was not allowed to include a link in my post so I left off the http part and replaced the “.” with DOT
Hi mpbarber:
Thanks, that’s very helpful. However, if you need further assistance with your MS Word and File Explorer problems in this topic you’ll need to answer each of the questions I posted <above> to the best of your ability. That includes running the DISM and SFC commands I suggested from an elevated command prompt.
The Yoga 7 16IRL8 support page is available at https://pcsupport.lenovo.com/us/en/products/laptops-and-netbooks/yoga-series/yoga-7-16irl8 on their US support site (Note: if you live in a different country you should be redirected to the correct support page for your location).
If you enter your serial number on that support page (or click Detect Product) and select the Drivers & Software panel you will be directed to https://pcsupport.lenovo.com/us/en/products/laptops-and-netbooks/yoga-series/yoga-7-16irl8/downloads. From there you can choose Scan Now (Automatic Update) to run an automatic check for updates using the Lenovo Vantage software (assuming this utility is installed on your system) or choose Select Drivers (Manual Update) if you ever need to download the latest .exe installer for a Lenovo program or hardware driver that is compatible with the Yoga 7 16IRL8.
I still don’t know your Windows OS or the exact hardware devices installed in your computer so I can’t tell you which audio driver is the best match for your particular system configuration, but I assume that if you run a check for updates with your Lenovo Vantage utility that it should be able to detect if any updates are currently available for your Lenovo software or hardware components.
For future reference, your hardware components and current driver versions are listed in Device Manager. The image below is from the Device Manager on my own Dell Inspiron 15 5584 / Windows 10 laptop, which shows I currently have the Realtek High Definition Audio driver v6.0.8904.1. This is also the driver version recommended on the Dell support page for my computer model and unique Service Tag / serial number.
Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5011 * Firefox v131.0.2 * Microsoft Defender v4.18.24080.9-1.1.24080.9 * Malwarebytes Premium v5.1.11.133-1.0.5048 * Macrium Reflect Free v8.0.7783 * Microsoft Office Home and Business 2019 C2R Version 2409 / Build 18025.20104 * CCleaner Free Portable v6.28.11297
Hi mpbarber:
Just checking in to see if you’ve made any progress with your File Explorer and/or Microsoft Office problems.
We still don’t know the name, version and build of your Windows OS or the product name, version and build of your Microsoft 365 or Microsoft Office applicaiton, but your 09-Oct-2024 post <above> suggests you have a Win 11 OS. If so, just note that I’ve seen recent reports in other forums about issues with File Explorer in Win 11. For example, see the 15-Oct-2024 post by KS in the AskWoody forum topic Are You Ready for Windows 11 24H2?, and Will Fastie’s (AskWoody Editor-in-Chief) post # 2710746 in that topic stating that File Explorer issues have been reported for both Win 11 v23H2 and Win 11 v24H2.
Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5011 * Firefox v131.0.3 * Microsoft Defender v4.18.24080.9-1.1.24080.9 * Malwarebytes Premium v5.1.11.133-1.0.5048 * Macrium Reflect Free v8.0.7783 * Microsoft Office Home and Business 2019 C2R Version 2409 / Build 18025.20140 * CCleaner Free Portable v6.28.11297
Hi mpbarber:
… and further to my previous post, if you use Windows 11 v24H2 please see recent news articles in the Windows 11 section of the Windows Latest site, including the 02-Oct-2024 Windows 11 24H2 issues: Microsoft confirms gaming, Intel driver, and other bugs issues (which specifically mentions problems with newer Intel Smart Sound Technology drivers) and the 16-Oct-2024 Windows 11 24H2 has more issues, including blank clipboard history and buggy Disk cleanup.
For details about the Windows 11 v24H2 / Intel sound driver problem see the issue titled Compatibility Issues With Intel Smart Sound Technology Drivers in the Known Issues section of Microsoft’s official Window 11 Version 24H2 health dashboard at https://learn.microsoft.com/en-us/windows/release-health/status-windows-11-24h2.
ASIDE:
If the “system recovery” performed by Lenovo rolled back your OS to Win 11 v23H2 to fix your Intel sound driver problem I’d strongly advise that you use Gibson Research Corporation’s free InControl tool to temporarily prevent Windows Update from updating you back to v24H2 until Microsoft fixes the numerous bugs in the latest v24H2. Post back if you need help with this.
Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5011 * Firefox v131.0.3 * Microsoft Defender v4.18.24080.9-1.1.24080.9 * Malwarebytes Premium v5.1.11.133-1.0.5048 * Macrium Reflect Free v8.0.7783 * Microsoft Office Home and Business 2019 C2R Version 2409 / Build 18025.20140 * CCleaner Free Portable v6.28.11297
Thank you for your follow up. I am still trying to resolve these problems and will get the name, version and build of my Windows OS or the product name, version and build of my or Microsoft Office application soon.
