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nateinva

CCleaner Not Working Properly While Connected to VPN

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Hi, I'm a longtime pro user and have a serious issue that just started recently.  I am no longer able to access the CCleaner domain while connected thru NordVPN on Windows 10.  This means that the app also does not function properly (ie fails to check updates, recycle bin shortcut hangs app when running, etc.).  As soon as I disconnect from Nord the app functions as expected.

Are you all intentionally blocking Nord's servers from accessing your product(s)?  If so, I cannot continue to support this product as I'm not going to disconnect from my VPN provider every time I empty the bin or run the app.  I truly hope this is a temporary issue that will be resolved.

Please advise...

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3 hours ago, nateinva said:

Hi, I'm a longtime pro user and have a serious issue that just started recently.  I am no longer able to access the CCleaner domain while connected thru NordVPN on Windows 10.  This means that the app also does not function properly (ie fails to check updates, recycle bin shortcut hangs app when running, etc.).  As soon as I disconnect from Nord the app functions as expected.

Are you all intentionally blocking Nord's servers from accessing your product(s)?  If so, I cannot continue to support this product as I'm not going to disconnect from my VPN provider every time I empty the bin or run the app.  I truly hope this is a temporary issue that will be resolved.

Please advise...

 

We don't block NordVPN, or VPNs generally - indeed we think they're neat and spend a lot of time using them ourselves.  But it certainly sounds like something is amiss somewhere.

  • Usual debug questions - Windows Edition and build? Firewall and AV software?  
  • Are there any entries in your c:\Windows\System32\Drivers\etc\hosts file?  Especially anything referencing CCleaner domains?
  • Which browser were you using to access https://www.ccleaner.com? Do you have the same experience when using a different browser?  If the same problem, are there any plugins that you are using on both browsers?
  • I take it that you also have the same problem connecting to https://community.ccleaner.com and had to disconnect your VPN to post this?  With the VPN connected were you able to reach https://download.ccleaner.com/ccsetup569.exe or https://support.piriform.com ?
  • What message (if any) do you get when attempting to connect to www.ccleaner.com or checking for updates?
  • May I ask what countries you are emulating when connecting through the VPN and, if you do an IP lookup of yourself, what ISP they turn up as?
  • Are you always using the same VPN exit point?  Does your experience change when using different exit points?

 

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11 hours ago, Dave CCleaner said:

Dave, thank you for the thorough response and I'm thankful it isn't an issue of blocking services. Some responses on the bulleted items below...

  • Running Windows 10 Pro, version 1903, build 18362.959.  Not running any third party Firewall / AV software, just built-in services
  • No entries in hosts file
  • Using new Chromium-based Edge browser.  Same experience when trying multiple browsers (again this issue just started after one of the recent CCleaner updates).  Plugin usage is minimal, only common extension is HTTPS Everywhere.
  • Oddly enough, I can successfully connect to https://community.ccleaner.com thru the VPN.  The other domain links are not reachable and I'm including screenshots
  • Screenshot attached for error message when checking for updates
  • For NordVPN connection, I simply use the "quick connect" feature.  I am located in the US so it is always a US server that is geographically close to me and has the fastest available connection.  For the record, I haven't had any other connectivity issues and when this began I immediately knew something wasn't working right.  I'm attaching a screenshot from my taskbar icon tray and you can see the CCleaner icon stuck on 40%.  It's been like this since yesterday evening and it will resolve/finish to 100% immediately upon disconnecting from the VPN.
  • I'm attaching a screenshot from speedtest.net with current assigned IP and the recognized service provider
  • As far as the exit point question, I'm not sure how to reply to that one.  I just use the quick connect feature of the VPN app.  When connected, I encounter the stated issues.  As soon as I disconnect and use my ISP's assigned IP address, all the problems immediately go away.

Let me know what else I can provide.  Thank you for your prompt reply and support.

############################################################

We don't block NordVPN, or VPNs generally - indeed we think they're neat and spend a lot of time using them ourselves.  But it certainly sounds like something is amiss somewhere.

  • Usual debug questions - Windows Edition and build? Firewall and AV software?  
  • Are there any entries in your c:\Windows\System32\Drivers\etc\hosts file?  Especially anything referencing CCleaner domains?
  • Which browser were you using to access https://www.ccleaner.com? Do you have the same experience when using a different browser?  If the same problem, are there any plugins that you are using on both browsers?
  • I take it that you also have the same problem connecting to https://community.ccleaner.com and had to disconnect your VPN to post this?  With the VPN connected were you able to reach https://download.ccleaner.com/ccsetup569.exe or https://support.piriform.com ?
  • What message (if any) do you get when attempting to connect to www.ccleaner.com or checking for updates?
  • May I ask what countries you are emulating when connecting through the VPN and, if you do an IP lookup of yourself, what ISP they turn up as?
  • Are you always using the same VPN exit point?  Does your experience change when using different exit points?

 

 

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Along with the invalid/wrong URL I watched a YouTube video yesterday that stated VPN software should be updated immediately whenever there's a new version available because they're supposedly prone to becoming incompatible with Windows 10 after Windows Updates.

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16 hours ago, cbaumer0628 said:

@nateinva

I noticed typo in one of your screenshots above.

support.periform.com

s/b

support.piriform.com

 

Thanks, so support.piriform.com is accessible thru the VPN but the others are not, and regardless the main issue is the app hanging/not functioning while connected thru the VPN.  That is the problem that just started recently that is most troublesome.  All issues immediately go away and app function returns to normal as soon as the VPN is disconnected...but that is no solution.

I've completely removed CCleaner and downloaded/reinstalled the latest available release, still no change.

And also just replying here to the follow up comment below yours, NordVPN isn't some hack, shady product and it is updated on a very regular basis.  I keep my apps updated and this computer doesn't run anything that isn't necessity as it is my main workstation.  I keep it lean, fast and reliable.

The simple fact is this software combo has gotten along perfectly fine for several years and suddenly the app no longer functions until disconnecting from the VPN, to me, warrants further investigation.  I initially got a very thorough response and just looking for further support on this.  Is there any other way to obtain direct technical support other than this forum?

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We have something in the app that blocks use in trade-embargoed countries like North Korea or Syria. If the IP address Nord leases/purchased for its VPN service used to belong to an embargoed country, it's possible that the IP tables have not been updated by all geolocation services. I believe we use MaxMind.

You could confirm this by trying to connect through other US VPN servers on Nord. If CCleaner starts working again when connecting through a different server (e.g. different VA server or different US State location), then the problem is likely what I mentioned above.

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