[Fixed in 5.89.9401] CCleaner 5.89.9385 immediately closes on launch

[colinuk]

Yet another one with the same problem I'm afraid. Will wait for resolution!

[Orcadian]

18 minutes ago, hazelnut said:

@Aldo Neri

See here.

https://community.ccleaner.com/topic/62106-ccleaner-589-immediately-closes-on-launch/page/2/#comment-334428

Also please can you say what Anti-Virus you use on your machine, it would be helpful to the team.

I have the same problem on Windows 10 & 11 all behaving the same, click start, program opens, window appears for a few seconds then closes.

I have/had the premium version. 

I have tried uninstalling and doing a fresh install, trying both the paid version and free version - making no difference, program behaving the same.

I have tried running with the Internet/wifi turned off, makes no difference. 

I have Norton 360 Deluxe version 22.21.11 which is the latest version (auto update enabled) 

[Orcadian]

2 hours ago, Andrei CCleaner said:

Hey everyone. Thank you for all the info provided !

Just to give you a quick update: our team is already working on a fix for this issue but we don't have an exact ETA for it. As soon as we know more we will come back here with that information 

Can the previous version which 5.89 replaced be made available until such time as the software in 5.89 is fixed.

[FlaJim]

I'm in the same boat, paid pro version, keeps closing when launched.  Uninstall and reinstall didn't resolve the problem.  I'm also running Windows 10 and Norton 360. Had a couple emails with support and shared log files but haven't heard any solutions yet.

[BLAISG]

Same issue of shutdown after attempting to open. Pro edition.

Edited January 25, 2022 by BLAISG

[FrancisT]

[08:19:40::931][INFO ] CCleaner v5.89.9385 (64-bit)
[08:19:40::931][INFO ] Windows 10 Pro 64-bit
[08:19:40::932][INFO ]
[08:19:40::932][INFO ]
[08:19:40::932][INFO ]
[08:19:40::932][INFO ]

[08:19:40::932][INFO ] Application Started
[08:19:40::933][DEBUG] Google: Create new file C:\Program Files\CCleaner\gcapi_dll.dll with copied content
[08:19:41::072][DEBUG] Google: Renamed old: C:\Program Files\CCleaner\gcapi_dll.dll into: C:\Program Files\CCleaner\gcapi_16431167813156.dll
[08:19:41::103][DEBUG] Google: Load C:\Program Files\CCleaner\gcapi_16431167813156.dll
[08:19:41::103][DEBUG] Google: Criteria Check. Eligible for Chrome installation offer.
[08:19:41::155][DEBUG] License Initialisation. Offer Trial 0
[08:19:41::155][DEBUG] Loading C:\Program Files\CCleaner\CCleaner.dat
[08:19:41::155][DEBUG] License Initialisation. This is needed to run IPM TRIALs
[08:19:41::160][DEBUG] Get License Key: XXXX-XXXX-XXXX-XXXX-XXXX
[08:19:41::216][DEBUG] Get License Key: XXXX-XXXX-XXXX-XXXX-XXXX
[08:19:41::216][DEBUG] CLicense::CheckProductVariant - ProductType:3, Trial: 0, LicenseExpired:0
[08:19:41::221][DEBUG] CApplication:ShouldShowRenewButton, Shepherd Config:1, License Disabled :0, IsMonitoring:0
[08:19:41::221][DEBUG] Get License Key: XXXX-XXXX-XXXX-XXXX-XXXX
[08:19:41::222][DEBUG] CApplication:IsEligibleForRenewDowngrade, HasLicenseExpired:0, Legacy User:0, IsMonitoring:0, IsProLicense:1, IsTrialing:0, HasLicensePreExpired:0
[08:19:41::228][DEBUG] Get License Key: XXXX-XXXX-XXXX-XXXX-XXXX
[08:19:41::271][DEBUG] ShouldDisplayDriverUpdater:  Config - 1, Valid DLL - 1
[08:19:41::523][DEBUG] Read Registry Exception: Cannot get DWORD value: RegGetValueW failed.: The system cannot find the file specified., Windows API error code: system:2
[08:19:41::523][DEBUG] OnTimer::Check update will be executed in 5 minutes
[08:19:41::523][DEBUG] OnTimer::Check update will be executed in 5 minutes
[08:19:41::524][DEBUG] Read Registry Exception: Cannot get DWORD value: RegGetValueW failed.: The system cannot find the file specified., Windows API error code: system:2
[08:19:41::528][DEBUG] Get License Key: XXXX-XXXX-XXXX-XXXX-XXXX
[08:19:41::528][DEBUG] CLicense::CheckProductVariant - ProductType:3, Trial: 0, LicenseExpired:0
[08:19:41::530][DEBUG] Get License Key: XXXX-XXXX-XXXX-XXXX-XXXX
[08:19:41::530][DEBUG] Get License Key: XXXX-XXXX-XXXX-XXXX-XXXX
[08:19:41::531][DEBUG] Get License Key: XXXX-XXXX-XXXX-XXXX-XXXX
[08:19:41::532][DEBUG] Analytics::SendEvent - Category: UpdateNotifications, Action: Activation, Label: on, Value: 0, bInteractive: 1
[08:19:41::550][DEBUG] Analytics::SendEvent - Category: AutoUpdates, Action: Activation, Label: on, Value: 0, bInteractive: 1
[08:19:41::550][DEBUG] Analytics::SendEvent - Category: SmartClean, Action: Activation, Label: off, Value: 0, bInteractive: 1
[08:19:41::550][DEBUG] Analytics::SendEvent - Category: SmartClean:JunkAlerts, Action: Activation, Label: off, Value: 0, bInteractive: 1
[08:19:41::550][DEBUG] Analytics::SendEvent - Category: SmartClean:BrowserAlerts, Action: Activation, Label: off, Value: 0, bInteractive: 1
[08:19:41::551][DEBUG] Analytics::SendEvent - Category: SkipUAC, Action: Activation, Label: on, Value: 0, bInteractive: 1
[08:19:41::551][DEBUG] Analytics::SendEvent - Category: cc6 research, Action: Detection, Label: webview2 :: 97.0.1072.69, Value: 0, bInteractive: 1
[08:19:41::551][DEBUG] Analytics::SendEvent - Category: Startup, Action: gui open, Label: ccleaner startup event, Value: 0, bInteractive: 1
[08:19:41::551][DEBUG] Analytics::SendEvent - stringMap:
[08:19:41::551][DEBUG] AutoUpdates, on
[08:19:41::551][DEBUG] IsAdmin, on
[08:19:41::551][DEBUG] IsElevated, on
[08:19:41::551][DEBUG] SkipUAC, on
[08:19:41::551][DEBUG] SmartClean, off
[08:19:41::551][DEBUG] SmartClean:BrowserAlerts, off
[08:19:41::551][DEBUG] SmartClean:JunkAlerts, off
[08:19:41::551][DEBUG] UpdateNotifications, on
[08:19:41::551][DEBUG] cc6 research - Detection, webview2 :: 97.0.1072.69
[08:19:41::590][DEBUG] Get License Key: XXXX-XXXX-XXXX-XXXX-XXXX
[08:19:41::697][DEBUG] Get License Key: XXXX-XXXX-XXXX-XXXX-XXXX
[08:19:41::697][DEBUG] Get License Key: XXXX-XXXX-XXXX-XXXX-XXXX
[08:19:41::698][DEBUG] CApplication:ShouldShowRenewButton, Shepherd Config:1, License Disabled :0, IsMonitoring:0
[08:19:41::698][DEBUG] Get License Key: XXXX-XXXX-XXXX-XXXX-XXXX
[08:19:41::698][DEBUG] CApplication:IsEligibleForRenewDowngrade, HasLicenseExpired:0, Legacy User:0, IsMonitoring:0, IsProLicense:1, IsTrialing:0, HasLicensePreExpired:0
[08:19:41::765][DEBUG] Get License Key: XXXX-XXXX-XXXX-XXXX-XXXX
[08:19:41::765][DEBUG] Analytics::SendDebug - Ticket: 7833
[08:19:41::765][DEBUG] {HKLM, 3}
[08:19:41::765][DEBUG] {HKCU, 3}
[08:19:41::766][DEBUG] Analytics::SendDebug - Ticket: 6729
[08:19:41::766][DEBUG] {PnaclTranslationCacheSize, 819568}
[08:19:41::766][DEBUG] Google: Delete file: gcapi_16431167813156.dll
[08:19:41::769][DEBUG] Get License Key: XXXX-XXXX-XXXX-XXXX-XXXX
[08:19:41::769][DEBUG] Get License Key: XXXX-XXXX-XXXX-XXXX-XXXX
[08:19:41::771][DEBUG] Get License Key: XXXX-XXXX-XXXX-XXXX-XXXX
[08:19:41::771][DEBUG] CheckLicenseStatusServiceImpl::Start2 - starting License check service. URL: https://license-api.ccleaner.com/license/v1/status?p=ccpro&c=cc&cv=5.89.9385&l=1033&lk=XXXX-XXXX-XXXX-XXXX-XXXX
[08:19:41::771][DEBUG] Shepherd IPM - Fill Custom Pairs

 

 

[hazelnut]

Just now, BLAISG said:

Same issue of shutdown after attempting to open.

Please give the requested information.

What anti virus are you using ?

[hperlow]

Same problem as of this morning on my home computer:  CCleaner immediately shuts down when launched

[Radtel]

I reloaded 5.88 and made sure that it wouldn't auto update.  Other than the license being refused (just hit cancel), it seems to work okay.

[Dirtnapper]

Same problem, I finally uninstalled and tried to re-install  (CC Pro), had to use setup from site and got the Free Home version...it too will not open! What is going on, anyone?

Edited January 25, 2022 by Dirtnapper

[Enrico Ferrari]

0rmai appurato che stanno cercando di risolvere il problema e una volta trovata la soluzione avviseranno basta, se sivsta anche due giorni senza ccleaner casca il mondo XD?

[hazelnut]

The fix is coming, the CCleaner developers are working on it.

Please be patient 

[Fred K]

Latest update (5.89.9385) launches OK the first time but fails for subsequent launches. OS is Windows 10 Pro. CCleaner is CCleaner Pro Edition. Removed CCleaner and downloaded for a new install. Same issue - initial application immediately after download is OK, but when closed and attempted to launch again, I only receive a CCleaner screen for one second and application closes.

[John Kirkland]

I use Norton 360

[shirl2022]

For AV, I use Norton 360. I also have Malwarebytes running on my PC.

 

Edited January 25, 2022 by shirl2022

[Mike_W]

I have also problem, using Windows 10 Pro, CCleaner Pro and Norton 360 Premium. When CCleaner is running in the background, my Norton stop working properly. I have reinstalled Norton and uninstalled CCleaner. Now Norton workes correctly.

[David Lowell]

I am using Norton 360 & Malwarebytes. Having the same problem on all 4 computers, one without Malwerebytes.

[Dave CCleaner]

1 hour ago, hazelnut said:

The fix is coming, the CCleaner developers are working on it.

Problem replicated, fix developed and QAed, just going through release management as we speak.  Stand by for updates.

[john campbell]

I renewed my subscription to ccleaner (pro plus) on Jan. 24. Same problem as others are reporting: "when I open the program, it starts and then disappears, as soon as it appears on the screen." <help?> 

[Old Seadog George]

I also have this problem, George

[Downlands1]

I have the same issue. Reloaded a new instance of app which does exactly the same and crashes on start up. I am using Norton virus guard from BT and can’t find any issues there. 

[hazelnut]

Please note that CCleaner has isolated the problem and a fix is on the way. 

https://community.ccleaner.com/topic/62106-fix-coming-soon-ccleaner-5899385-immediately-closes-on-launch/page/3/#comment-334495

 

[Dave CCleaner]

Thanks to everyone who provided debug logs, AV version information and other valuable diagnostic information I am pleased to announce that the patch build CCleaner for Windows 5.89.9401 is now released.  More information here:

https://www.ccleaner.com/ccleaner/version-history
https://www.ccleaner.com/knowledge/ccleaner-v5-89-9401
 

Customers with Automatic Updates enabled will be updated from 5.89.3985 to 5.89.9401 the next time their copy of CCleaner checks for updates, or this can also be manually done via the "Check for updates" link in the bottom right-hand corner of your CCleaner console:

 

If you are one of the CCleaner customers impacted by the crashing, your copy might not update automatically in a timely fashion, although it should do so over the next 24-72 hours if you had Automatic Updates enabled.  But you can download and install the latest build directly from one of the following locations:

CCleaner Professional users: https://www.ccleaner.com/go/get_ccpro (starts a download)

CCleaner Free users: https://www.ccleaner.com/ccleaner/download/standard (starts a download)

 

If you are a CCleaner Professional customer and have uninstalled and reinstalled CCleaner at any point during the process, rather than installing the patched version on top of the old one, then you may have cleared the licence key from your PC.  In this case, after installation you may need to go to Options > About in the CCleaner console to re-enter your licence information if you unexpectedly find yourself on a trial or free version.  Licence key entry tips here if needed: https://support.piriform.com/hc/en-us/articles/204043844-How-to-register-and-activate-CCleaner-Professional

Edited January 31, 2022 by Dave CCleaner
added note now that automatic updates to 9401 have been confirmed to be working for impacted 9385 users, added licence re-entry note.

[friendlyzombies]

I'm glad to see the answer below but where can I find this update so CCleaner works again?

Posted by Dave CCleaner, 17 minutes ago

Thanks to everyone who provided debug logs, AV version information and other valuable diagnostic information I am pleased to announce that the patch build CCleaner for Windows 5.89.9401 is now released.  More information here: ...

Recommended by Dave CCleaner

[Dave CCleaner]

2 minutes ago, friendlyzombies said:

where can I find this update so CCleaner works again?

@friendlyzombies:

23 minutes ago, Dave CCleaner said:

Customers with Automatic Updates enabled will be updated from 5.89.3985 to 5.89.9401 the next time their copy of CCleaner checks for updates, or this can also be manually done via the "Check for updates" link in the bottom right-hand corner of your CCleaner console.

If you are one of the CCleaner customers impacted by the crashing, your copy may not update automatically in a timely fashion.  But you can download and install the latest build directly from one of the following locations:

CCleaner Professional users: https://www.ccleaner.com/go/get_ccpro (starts a download)

CCleaner Free users: https://www.ccleaner.com/ccleaner/download/standard (starts a download)