Can't reach Security Server or Customer Service

[Magog29]

So CCleaner never connects to the Security server as the image shows. no idea how to fix this. Also, the help link to talk to CCleaner team is just circular and never takes you to the option to email for help (quite frustrating).

Not sure if I will renew my license considering how hard it has been to get assistance. Trying the forum now.

[nukecad]

When you say "never" how long has this been going on for you?

There do seem to have been a few server issues for some users this past week. (in the USA? I haven't seen a problem here in the UK)
If/when it's a server at fault then all you can do is keep trying until someone fixes the server.

Try using Tools>Software Updater to see if that connects. (It's bascially the same tool just accessed on it's own rather than through Health Check).

Normally I'd also suggest that it might be your Antivirus/Firewall settings that could be blocking the required server, but as your screenshot shows that CCleaner is reaching the server for the 'Speed' function then such an AV block is less likely here.

The email contact for CCleaner support is: support@ccleaner.com

[Magog29]

Thank you for your response, been a number of months now, want to say around 3-6 with no connection to Security server. I have tried uninstalling and re-installing and updating to no avail. I will email customer service.

 

Edit: Just tried Tools>Software Updater and I keep getting an offline error, but I am online and connect everywhere else...so that's odd...

Edited July 18, 2023 by Magog29

[nukecad]

That's just a older, not strictly accurate, message in Software Updater (I should perhaps have warned you about that message). Health Check is more accurate in saying that you cannot reach the server.
It's the same server in both cases.

As it has been going on a fair time for you then that does tend to indicate that it is not a server fault, and so most likely to be at your end.
As you have uninstalled and reinstalled CCleaner then it's unlikely to be a faulty install.

'Something' is blocking your connection to that server, so the job now is to work out what is causing that block.

The most obvious suspect is an AntiVirus/Firewall, so the first question is:
Are you running an AV other than Windows Defender?
If you are then which AV are you using and what version number is it?
What Windows version are you running?

If you do have a AV installed then make CCleaner an Allow/Exception in the AV so that the AV then leaves it alone.
Check again to see if Health Check (or Software Updater) can now connect to the server.

[redwolfe_98]

7 hours ago, Magog29 said:

Just tried Tools>Software Updater and I keep getting an offline error, but I am online and connect everywhere else...so that's odd..

i've been seeing the same thing, after one of the recent ccleaner-updates. however it seems that what i am saying is being ignored and dismissed.

on the other hand, i do tweak some things on my computer and maybe one of my tweaks is responsible for causing  the problem, though, again, the software updater-thing worked fine, for me, up until one of the recent ccleaner-updates.

[Magog29]

So just running Windows Defender. Granted CCLEANER was not on the exception list for the firewall. I added it, but that did not resolve the issue.

[digigray]

Hi, I have the same problem. I am in the UK, I have CCleaner Professional (Premium) so it is running on 2 desktops and 3 laptops, laptops on Windows 11 and desktops on Windows 10. Everything is up to date, windows, software, drivers etc. All devices have this issue where the Security part of Health Check and Software Updater part of Tools do not work. Security says "Unable to reach server" and Software Updater says "It seems like you're offline".  I use Sophos Home anti virus and can not see an option to allow the CCleaner app and all apps should be allowed. If there is a specific file I can exclude it from the scan but I can't see that being the issue.