CCleaner hangs unless run in Safe Mode

[jammydodger]

Hi,

 

I seem to have a similar problem to others here, in that CCleaner seems to get stuck early in it's cleaning phase.  The app itself doesn't seem to hang unless I attempt to Cancel the cleaning job (using button at the bottom of the window) - after a few seconds the Window title changes to show (not responding) alongside the normal CCleaner name.

 

Oddly once this happens I then can't launch any other programs (Task Manager / Browser or even the Shutdown button on the Windows Start Menu.  The Start button works and brings up the usual list of Programs / Control Panel / Computer / Shut down options - but none of the options actually launch when selected).  The only option seems to be to power the PC off by holding in the on/off button on the front of the PC itself.

 

In both instances, I've tried leaving the stuck cleaning process overnight, or the not responding scenario for several hours with no change.

 

I can however successfully run CCleaner in Safe Mode - but the problem simply re-occurs the next time I run it normally.

 

Any help or advice would be appreciated.

 

Thanks 
Jamie.

 

NB.  Perhaps related, I also experienced problems switching user on the PC around the same time as this CCleaner problem appeared.  The screen would go black but leave the white pointer still showing (and working).  This problem has disappeared after running CCleaner in Safe Mode.

I also attempted to install a Nokia software recovery tool and Google Drive local synch applications around the same time - I have since uninstalled these apps, but it's not resolved the problem.

[hazelnut]

Try uninstalling the ccleaner version you have, rebooting, and installing the slim build from here

 

http://www.piriform.com/ccleaner/builds

 

When you post back can you give some info such as operating system, browsers used, what type of account you are running from (eg. standard user, administrator etc.)

[Nergal]

I'd actually like to see a debug report before you follow @hazelnut's suggestion.

Directions here

Please post the results in this thread

 

Also what security software are you running as well as all of Hazelnut's questions

 

[jammydodger]

Hi Nergal and hazelnut, thanks for the help.

 

My PC specs are: 

 

OS: Windows 7 32 bit SP1

Processor: Intel Core2 Duo CPU E4500 @ 2.2GHz, 

RAM: 3 GB 

Graphics adapter: ATI Radeon HD 5400 Series

Browsers: I generally use Chrome (Version 34.0.1847.137 m) or IE (Version 11.0.9600.17107).  I do also have Opera and Firefox installed, but never use them (I think my daughter uses Firefox in a different user account (on the same PC) occasionally).

 

Other security software (all has been running for several months): CryptoPrevent by FoolishIT (v. 4.3), Malware Bytes (v 2.0.1.1004), BitDefender Internet Security (Build 17.27.0.1146)

 

I'm running CCleaner within an Administrator account, although I still have UAC prompts enabled.  I haven't tried running CCleaner as Administrator (that was my next thought in case the files it encountered were in use, but the fact that it hangs on different files after successfully running in Safe mode makes this thought a bit redundant I suspect?)

 

I started this CCleaner clean process around 20:55 tonight, and came back to it at approx 22:10, it was still at 0% and I had the same problem - unable to launch other apps / task manager or shut down, so had to power off with the button on the front.  After a reboot all services appear to be working normally.  I can't see how to attach the log file itself, so I've pasted the contents below, I took a photo of the screen showing CCleaner running with a 0% progress bar and the system clock showing 22:07, I can't work out how to attach that, but let me know if you want to see it (and tell me how to send it!):

 

Log file title: CCleaner_v4.13.4693_2014-05-20_20-45-17.log

 

[20:45:17::401][iNFO ] CCleaner v4.13.4693

[20:45:17::402][iNFO ] MS Windows 7 Home Premium 32-bit SP1

[20:45:17::402][iNFO ] Intel Core2 Duo CPU E4500 @ 2.20GHz

[20:45:17::402][iNFO ] 3.0GB RAM

[20:45:17::403][iNFO ] ATI Radeon HD 5400 Series

[20:45:17::404][iNFO ] Username: Jamie

 

 

[20:45:17::404][iNFO ] Application Started

[20:55:10::274][iNFO ] Entering Cleaning

[20:55:10::274][iNFO ] OnBegin

[20:55:10::274][iNFO ] OnRuleStarted | 3001 | 3101 | Temporary Internet Files

[20:55:10::586][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\QQ7SG023\xperia250[1].png

[20:55:10::588][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\HPJSJFJY\slot1[1].htm

[20:55:10::589][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\WYRTT3Q7\slot4[1].htm

[20:55:10::793][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\HPJSJFJY\mu123[1].png

[20:55:11::010][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\HPJSJFJY\pccompanion_promotionarea[1].xml

[20:55:11::342][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\QQ7SG023\care123[1].png

[20:55:11::557][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\N3PZD7DR\campaigns[2].js

[20:55:11::785][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\N3PZD7DR\PCCompanionDatabase[1].xml

[20:55:12::051][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\N3PZD7DR\xperia123[1].png

[20:55:12::302][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\QQ7SG023\base[1].css

[20:55:12::304][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\HPJSJFJY\slot3[1].htm

[20:55:12::594][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\WYRTT3Q7\MandatoryUpdates[1].xml

[20:55:12::598][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\QQ7SG023\slot2[1].htm

[20:55:12::818][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\WYRTT3Q7\vu250[1].png

[20:55:13::035][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\N3PZD7DR\DriversDatabase[1].xml

[20:55:13::412][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\WYRTT3Q7\ScriptsDatabase[1].xml

[20:55:13::569][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\WYRTT3Q7\errorPageStrings[1]

[20:55:13::835][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\WYRTT3Q7\background_gradient[1]

[20:55:14::028][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\N3PZD7DR\unknownprotocol[1]

[20:55:14::195][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\HPJSJFJY\ErrorPageTemplate[1]

[20:55:14::468][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\HPJSJFJY\bullet[1]

[20:55:14::676][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\N3PZD7DR\httpErrorPagesScripts[1]

[20:55:14::870][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\HPJSJFJY\info_48[1]

[20:55:15::287][DEBUG] C:\Users\Jamie\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\HPJSJFJY\bdav_winxp_winvista_win7_programfilesfolder.exe[1].md5

 

Thanks again,

Jamie

[Nergal]

It looks like it's hanging on a file for bdav_winxp_winvista_win7_programfolder.exe.md5 in internet cache.

Can you copy that folder name into the explorer address bar a try to manually delete the file?

[jammydodger]

Ahh, sorry I perhaps progressed too quickly through the advice.  After collecting the log file above, I firstly tried running it with Admin permissions (which made no difference), then uninstalled CCleaner Pro, and installed the Slim build.

 

The Slim build worked well, although spent a long time at 25% - Windows log files, I could see the disk light flashing and hear it chattering so was confident that the Slim build was still working.  I assume after all the forced power off's or whatever is causing the problem (I realise that CCleaner may be affected by a symptom of another problem on my PC) Windows is producing lots of error logs?

 

The Slim build deleted the file (bdav_winxp_winvista_win7_programfolder.exe.md5) that the full version had got stuck on.  The same happened previously in that I could see on screen which file the process appears to hang on, so would delete the apparent problem file manually and manually empty the recycle bin.  CCleaner would simply get stuck on another file.  

 

The machine hasn't been used for much since the weekend so shouldn't have much cleaning to do, but unless I use it in Safe mode (or now use the Slim build) it still seems to get stuck and hang the PC.

[jammydodger]

I'm running Slim build again this morning to see if it performs quicker after last nights successful clean, but it's still taking quite a long time at 25% (System Windows Log Files) - it's been at this point for around 10 minutes now.

 

I can't see the exact name of the file it's working on, as it's truncated name only flashes up every now and again - however it seems to be windows service edb.log

 

Would it help to re-run the Slim build clean and get a debug log of it running this slow but succesfully?

[hazelnut]

You didn't mention you had other PC problems. What are they?

[jammydodger]

Sorry they were hidden as an NB at the bottom of my first post in case they were recognised problems, or symptomatic of something else.

 

The issues I described have mostly gone away after succesfully running CCleaner in safe mode, however the PC is noticeable slower now than it was last week.  I'm not blaming CCleaner for this, I fully understand there may be something else going on!

 

Neither MalwareBytes (Premium) or BitDefender Interet Security scans are detecting anything on my machine, both appear to have updated to the latest definitions, and don't appear to be behaving any differently to normal. 

 

The symptoms posted in the first p[ost are copied below for ease of access:

NB.  Perhaps related, I also experienced problems switching user on the PC around the same time as this CCleaner problem appeared.  The screen would go black but leave the white pointer still showing (and working).  This problem has disappeared after running CCleaner in Safe Mode.

I also attempted to install a Nokia software recovery tool and Google Drive local synch applications around the same time - I have since uninstalled these apps, but it's not resolved the problem.

[hazelnut]

Do the symptoms go away if you stop malwarebytes running in real-time?

[mta]

and for good measure try temporarily disabling your AV software.

[eL_PuSHeR]

I would also check disks using chkdsk.

[jammydodger]

Thanks folks, I tried running with no AV / Malware running for a couple of days, but performance didn't seem to improve.  CHKDSK doesn't identify any disk faults either.

 

I've tried running a Windows repair but that seems to fail with the media I downloaded from Digital River.  There must be a bigger problem somewehere.

 

I guess I'll just have to try and find my licence code and do a clean install :-( - in the meantime the slimbuild of CCleaner is working.

 

Thanks again for your help

[hazelnut]

I think that you should get your PC checked out by one of the Malware Removal forums. I really think you should do this.

 

Look at the list of suggested ones in item 10 of this page.

 

http://forum.piriform.com/index.php?showannouncement=15&f=4

 

Choose one, post the logs that they ask for etc, and come back and let us know how you got on if you decide to do this. (It's not as difficult as you might think )