Health Check "unable to reach server" message [fixed in version 5.65]

[kmenlopark]

Love the new version of CCleaner, except for the fact that it says I'm off line thus it won't work for some things. Even though I'm surfing and listening to music online. Anyone now what to do?

[Dave CCleaner]

It's not that you are offline, but rather that the server could not be contacted (or timed out) - we need to make that status message a little clearer.  Do you get that every time you are running HealthCheck?

[Ty Allan]

I just upgraded as well and it is saying that I am offline, and I am online. Please let me know why I can not use the program I just purchased to it full capability. 

[TCon90]

This issue is also affecting me, just paid for the professional version and I'm unable to access the Speed and Security features, even when switching the firewall off.

Is there a solution to this? 

[antonio loera]

ver 5.64.7613 (64 bit) loaded this morning.  I despise it!  Firstly, it ignored that I have a paid up professional key, so I had to reload that.  Now it still claims my PC is offline. Fix this, please or I will dump this and not renew in June.

[rwcatherall]

Just  tried to  run Health Check. Privacy, Space and Speed seem to check out okay. However Security indicates Unable to reach server and is grayed out.

Bob 

[Guest Stephen CCleaner]

10 minutes ago, antonio loera said:

ver 5.64.7613 (64 bit) loaded this morning.  I despise it!  Firstly, it ignored that I have a paid up professional key, so I had to reload that.  Now it still claims my PC is offline. Fix this, please or I will dump this and not renew in June.

If the Security or Speed sections show as offline it typically means they cannot reach the update check or start up recommendations service. Do you run with strict settings on your firewall? If so I can confirm which URLs to whitelist for these features.

[SteveO]

I'm getting the same problem on one laptop but another desktop works fine.

[SteveO]

Tried on 2nd laptop, getting same error. If it helps, desktop and 2nd laptop on Ethernet, first laptop on Wifi.

Edited March 3, 2020 by SteveO

[Stephen0118]

I'm having the same problem. I even disabled the firewall.. Which website can I whitelist? Thanks.

[hoodini]

I have a different question to the devs - after health check is done with the scan i am prompted "your pc feels under the weather" with a sad face however in the bottom no issues are reported to be found - see attached screenshot

Is this expected? is this a bug?

[1Omega]

4 hours ago, Stephen CCleaner said:

If the Security or Speed sections show as offline it typically means they cannot reach the update check or start up recommendations service. Do you run with strict settings on your firewall? If so I can confirm which URLs to whitelist for these features.

 

[1Omega]

Got same problem. What are the URLs to whitelist? Thanks in advance.

[nukecad]

12 hours ago, SteveO said:

Tried on 2nd laptop, getting same error. If it helps, desktop and 2nd laptop on Ethernet, first laptop on Wifi.

That sounds as if the the ones that won't connect are having their connection blocked by the router. (Not sure from your posts if that's wifi or ethernet).

It would seem to have different firewall rules set for wifi and ethernet?

[nukecad]

@hoodini it certainly doesn't look right does it?

What happens if you carry on and click the 'Make it Better'?

('Make it better', doh! Have we got a childrens nanny writing that stuff, or is it the kiddies themselves?)

[Chriscript1952]

Error Message Reads "We're unable to establish a connection" but it does fix some space and privacy issues

As it does this already it makes this "upgrade" pretty much redundant.............................  Any fixes?

[nukecad]

Try making ccleaner.exe and ccleaner64.exe, or the whole CCleaner folder, exclusions in your anti-virus programme.

Google how to do that for your particular anti-virus.

[nukecad]

I can replicate that screen, IF after running the scan I then go into each category and untick the things it found to clean.

Is that what you did?
(Maybe to try and trick us?)

[hazelnut]

15 minutes ago, nukecad said:

Try making ccleaner.exe and ccleaner64.exe, or the whole CCleaner folder, exclusions in your anti-virus programme.

 

 

I certainly wouldn't do that !!

[SteveO]

No difference in router rules about blocking anything. 1st laptop on Wifi, 2nd laptop and desktop on Ethernet. Only PC that can access server is desktop.

[jhasty1210]

ver 5.64.7613 (64 bit)

I have been using CCleaner for at least 10 years and have never had an issue this "improved update" is anything but.

I'm having the same issue keeps telling me I am not online. I shouldn't have to and I am not going to start changing my 

security settings to use it.

 

[nukecad]

Dunno, but it's interesting that it's both the laptops that can't connect.

Could be something to do with the architecture (network cards?) of laptops as opposed to desktops?

[C Jones]

1 hour ago, jhasty1210 said:

ver 5.64.7613 (64 bit)

I have been using CCleaner for at least 10 years and have never had an issue this "improved update" is anything but.

I'm having the same issue keeps telling me I am not online. I shouldn't have to and I am not going to start changing my 

security settings to use it.

 

 

[SteveO]

I turned the firewall off and it still won't connect. Sounds like a bug in the program.

[Steven_Todd]

Have installed the program on three desktops all using a cable modem.  On two of the desktops when you try to run Health Check Security indicates Unable to reach server and is grayed out.