[Possible Fix] v5.42 - Crash when cleaning

[cleanerjm 0]

On 4/25/2018 at 07:21, Stephen Piriform said:

Hey guys, I am starting this new thread and will merge all existing reports into this one so we can collate information about the issue and work on a fix. Windows 10 was tested prior to release, so this seems like something specific to the system setup. I will post updates in this post at the top of this thread.

This thread is not for any of the following reported issues, please use another existing thread for:

• Issues with Chrome Profiles after cleaning
• Issues running CCleaner on Windows Server 2008

This thread is for reporting and discussing the issue detailed below:

• On Windows 10, when running a clean, CCleaner crashes/becomes unresponsive

 

Hi.  Been using CCleaner for many years without any problem until 3-4 days ago.  If I run the cleaning scan, at about mid 95-96% progress, it stops working.  A pop up window that reads "CCleaner has stopped working.  A problem caused the program to stop working blah blah blah..." appears with a "Close Program" button.  I believe this problem started happening after a windows update around that time.  I uninstalled Ccleaner, rebooted laptop, and installed a new copy .  Problem still remains.  I'm using Windows 8.1 64-bit.  Thanks for any help in advance.

[cleanerjm 0]

Ok, I found a quick fix below, which was for Windows 10.  So the problem is happening at least on both Windows 8.1 and Windows 10.  I unchecked "Mozilla -> compact databases" and the cleaner is working fine now. 

https://forum.piriform.com/index.php?showtopic=47979

 

Hope you can release a fix soon.  Thanks again.

[mta 0]

@cleanerjm,

v5.29 was just released which should fix the Compact Database issue.

Edited April 26, 2018 by Stephen Piriform
Removed advertising post and reference to it.

[rockon 0]

Just installed latest update 5.42.6495 (64bit) to windows 10, and when trying to start just get the error message "ccleaner is not working". uninstalled and reinstalled still the same.

Help!!

[jletour 0]

I am having the identical problem Is there a fix for this?

Edited April 24, 2018 by jletour
typo

[Mark k 0]

I'm having the same issue as well. I renewed my subscription. When I start Ccleaner, the screen shows up and shows what needs to be cleaned, but when I toggle the clean button, the screen disappears and does not clean anything. I'm using windows 7. Any suggestions?

[Stephen CCleaner 0]

Hey guys, I am starting this new thread and will merge all existing reports into this one so we can collate information about the issue and work on a fix. Windows 10 was tested prior to release, so this seems like something specific to the system setup. I will post updates in this post at the top of this thread.

This thread is not for any of the following reported issues, please use another existing thread for:

• Issues with Chrome Profiles after cleaning
• Issues running CCleaner on Windows Server 2008

This thread is for reporting and discussing the issue detailed below:

• On Windows 10, when running a clean, CCleaner crashes/becomes unresponsive

[sylt21 0]

Identical problems,

1. PC Win10Pro, 64 bit: the cleaner runs perfectly well, no problems;

2. Laptop Win10Pro, 64 bit: the cleaner crashes, when you press the 'clean' buttom. If you 'analyze' first and than try to clean, the cleaner freezes;

3. Laptop Win10Pro, 32 bit: The 'analyze' works, the cleaner freezes.

AV-system: Kaspersky

[MirceaForce 0]

do you have the same problem ?

i did this video for better understanding

https://drive.google.com/file/d/1_ayqOcGC8HvRTtvhhT4ku7TRZZG3PV3r/view

if it's general problem when we have a fix ?

 

also unsing kis 2018

[pk2 0]

@sylt21: can you please create a process dump of CCleaner.exe on your 32-bit machine when ccleaner freezes? When it happen, please run Task Manager, find CCleaner.exe process, right click and create a dump. Can you please upload dump somewhere? Thanks.

@others (64-bit users): please download procdump.zip (https://download.sysinternals.com/files/Procdump.zip), close running CCleaner UI and run procdump.exe -e 1 -f "" -x "C:\Program Files\CCleaner\CCleaner64.exe" - it should create a dump file when CCleaner crashes when you press "Clean" button.

Thanks!

[MirceaForce 0]

19 minutes ago, pk2 said:

@sylt21: can you please create a process dump of CCleaner.exe on your 32-bit machine when ccleaner freezes? When it happen, please run Task Manager, find CCleaner.exe process, right click and create a dump. Can you please upload dump somewhere? Thanks.

@others (64-bit users): please download procdump.zip (https://download.sysinternals.com/files/Procdump.zip), close running CCleaner UI and run procdump.exe -e 1 -f "" -x "C:\Program Files\CCleaner\CCleaner64.exe" - it should create a dump file when CCleaner crashes when you press "Clean" button.

Thanks!

i don't have crashes

[pk2 0]

38 minutes ago, MirceaForce said:

i don't have crashes

you actually have -- I looked at your video (thanks for it!) and CCleaner just disappears (= crashed); you can verify it from "Task Manager" if CCleaner is removed from the list, or not

[MirceaForce 0]

if what you say is true...i did not see anything even maintenance of windows 10 ..yes when i click clean is just like exit the program..yes is disappear from task manager...where did you see the crash ?

 

p.s i did install ccleaner 5.41 works perfect ..

 

but is strange that without kaspersky internet security 2018 in the process it works ....

 

this new version worked with kis 2018 but after the av update today ccleaner did no longer worked but only when you click continue cleaner close no crash dump or something like that...i did submit to kaspersky support

 

what could it be ?

 

https://forum.kaspersky.com/index.php?/topic/393838-kis-2018-update-today-25042018-close-ccleaner-when-execute-comand-clean/

[Nergal 0]

Can you white list ccleaner in Kaspersky, idk I don't run it, but just spit-balling.

[MirceaForce 0]

7 hours ago, sylt21 said:

Identical problems,

1. PC Win10Pro, 64 bit: the cleaner runs perfectly well, no problems;

2. Laptop Win10Pro, 64 bit: the cleaner crashes, when you press the 'clean' buttom. If you 'analyze' first and than try to clean, the cleaner freezes;

3. Laptop Win10Pro, 32 bit: The 'analyze' works, the cleaner freezes.

AV-system: Kaspersky

do you have kaspersky on all systems ? or only on one with the problem ?

[MirceaForce 0]

13 minutes ago, Nergal said:

Can you white list ccleaner in Kaspersky, idk I don't run it, but just spit-balling.

sorry i did not understand you white list you mean to exclude in kaspersky interface if this your point i did this ...

can you be more specific to this problem ?

[wisua 0]

just purchased ccleaner 5.42.6495 (64 bit). I'm  a computer novice. get "ccleaner has stopped working".  Any workarounds?

[Nergal 0]

2 hours ago, MirceaForce said:

sorry i did not understand you white list you mean to exclude in kaspersky interface if this your point i did this ...

can you be more specific to this problem ?

Yes that's what I meant

[MirceaForce 0]

6 hours ago, Nergal said:

Yes that's what I meant

no fix i did try this already before you posted only exit the app will fix...

so what is the cause ? ?

[jletour 0]

I uninstalled the latest version because it would not run properly. Reloaded version 3.41, it works just fine.

[MirceaForce 0]

18 hours ago, jletour said:

I uninstalled the latest version because it would not run properly. Reloaded version 3.41, it works just fine.

with 5.41 it's all ok

3.41  too old

[d4k0 0]

On 25.4.2018 at 20:38, pk2 said:

@others (64-bit users): please download procdump.zip (https://download.sysinternals.com/files/Procdump.zip), close running CCleaner UI and run procdump.exe -e 1 -f "" -x "C:\Program Files\CCleaner\CCleaner64.exe" - it should create a dump file when CCleaner crashes when you press "Clean" button.

Thanks!

I created a dump file using procdump:

https://app.box.com/s/scqvm6x0kpgj40lie7s1g9f6r0t6inf0

The error code is 0xC0000374. My OS is Windows 10 1709 Build 16299.402 x64 and I use Kaspersky Anti-Virus 18.0.0.405(g).

If I close Kaspersky completely, CCleaner works; whitelisting CCleaner in Kaspersky has no effect. In a virtual machine with Windows 10 x86 and Avast I don't have this problem.

[MirceaForce 0]

did you report to kaspersky support ?

[sylt21 0]

It´s strange. May be it´s a KIS-problem ... may be in connection with Win10.

1. PC Win10 x64 + KIS + ccleaner-update = so long - no problems at all.

2. Laptop Win10 x84 + KIS + ccleaner-update = the cleaner froze - when the cleaning process was started. But now = today everything works pretty fine. Nothing was changed! - There was an invisible touch!

3. Laptop Win10 x64 + KIS + ccleaner-update = the cleaner still shuts down - when the cleaning process is started. If KIS is closed the cleaner works. If KIS is reactivated during the cleaning process,  the cleaner carries on and finishes its work. Restarting the cleaning process again with KIS the cleaner crashes ... or a window appears with the message that there is a problem with Win10 and therefore the cleaner has to be shut down. - Still waiting for the invisible touch for that Laptop.

 

[d4k0 0]

On 28.4.2018 at 23:56, MirceaForce said:

did you report to kaspersky support ?

No, not yet, but someone on the Kaspersky forums did. I saw that you also replied there.