Friedbones Posted March 21, 2017 Share Posted March 21, 2017 I have been using Ccleaner for years. I last used it about a week ago without issue. Yesterday I went to use it and a popup said there was an update for it. So I downloaded and installed the new copy. BUT, when I went to launch the new copy it totally failed. A failure report box popped up and I submitted it. I uninstalled the new copy and reinstalled the last one which I had saved in a copy folder for things of this nature just in case. Installation completed and when I went to launch it, the older copy also got that popup window similar to the one I got for the new version. So I submitted that report as well. This morning, I uninstalled all versions of Ccleaner and any trace of this software. Downloaded a fresh copy of the software and installed just fine. HOWEVER, I got the exact same error popup window I was getting each time I tried launching the software from yesterday. Am attaching a jpg of the popup and error message I received. I cannot figure out what the error message means and would appreciate help please. Link to comment Share on other sites More sharing options...
Moderators hazelnut Posted March 22, 2017 Moderators Share Posted March 22, 2017 What operating system are you using? Just as a test, can you try running ccleaner in Windows safe mode (select safe mode with no networking) Thank you Support contact https://support.ccleaner.com/s/contact-form?language=en_US&form=general or support@ccleaner.com Link to comment Share on other sites More sharing options...
Friedbones Posted March 22, 2017 Author Share Posted March 22, 2017 It worked in safe mode just fine. I did not disconnect from the internet nor did I turn off my Avast security during that process and the Ccleaner performed as normal. However, after exiting safe mode, I got an error message popup from Avast. What I want to know is why after all this time your software all of a sudden conflicts with Avast? It never did this before and I've been using Avast for a long time. So what I have seen here is, your software worked just fine up until this occurred....even with my use of Avast all this time. Why all of a sudden do I get error messages not only about an unknown problem, but also a popup after exiting safe mode from Avast? With the initial error popup (copy attached to my first post) there was nothing specific stating what caused the problem. But on the second popup (just now) coming from Avast indicates there is a conflict with your software code and Avast. Do your engineers not contact security software folks to make sure your codes don't conflict? (edit to add screen shot relative to this comment) Link to comment Share on other sites More sharing options...
Moderators hazelnut Posted March 22, 2017 Moderators Share Posted March 22, 2017 At the moment you are the only person who has this conflict with Avast. It may be quicker for you to report it to Avast yourself as a False Positive It is extemely unlikely that there is a code conflict, What operating system are you running? See here for uploading screenshots Support contact https://support.ccleaner.com/s/contact-form?language=en_US&form=general or support@ccleaner.com Link to comment Share on other sites More sharing options...
Friedbones Posted March 22, 2017 Author Share Posted March 22, 2017 Thanks for the info on the more options...I totally did not notice that because I was looking at the menu above my input box. I contacted Perifom first because it was your error message popup report box I got when I experienced the problem trying to launch your new update. I submitted it twice because I thought maybe it was a fluke. But this second popup that appeared after I successfully ran Ccleaner in safe mode, exited safe mode and rebooted, was the Avast pop up which I am reporting to Avast. However, they've not responded to me yet. I am currently using Windows 10. However, as I mentioned before, I've never had this problem until I downloaded and installed your latest update. Here is my current pc build: ============================== Maximus VI Hero Socket LGA 1150 ATX Intel Motherboard Core i7 4770 3.4GHz 16GB RAM - MEM 8Gx2|GSKILL F3-10666CL9D-16GBXL 840 Series MZ-7TD250BW 250GB SATA 6.0Gb/s 2.5" Internal Solid State Drive (SSD) nVidia GTX GeForce 770 graphics card Corsair Enthusiast Series TX850 V2 850W ATX12V v2.31/EPS12V v2.92 80 Plus Bronze Certified Active PFC High Performance Power Supply Link to comment Share on other sites More sharing options...
Moderators hazelnut Posted March 22, 2017 Moderators Share Posted March 22, 2017 Are you running CCleaner in the Avast Sandbox? Support contact https://support.ccleaner.com/s/contact-form?language=en_US&form=general or support@ccleaner.com Link to comment Share on other sites More sharing options...
Friedbones Posted March 22, 2017 Author Share Posted March 22, 2017 Are you running CCleaner in the Avast Sandbox? Funny you should ask that because Avast finally responded with the exact same question. However, what I don't understand is how it got setup that way in the first place. I never saw an option when I installed the software to set it up in a sandbox or not in a sandbox. So my question is this: How come there is nothing indicating this option when the install is in progress? I did not click anything for a setup ....is this a glitch in installation that it automatically does that without user interaction? Update: changed the option on Ccleaner to run outside sandbox on the drop down menu and reran it. Everything worked great after that change. No error messages from either Ccleaner or Avast...so it appears fixed.................for now. Appreciate all the help. Link to comment Share on other sites More sharing options...
Friedbones Posted March 23, 2017 Author Share Posted March 23, 2017 Why did Ccleaner revert back? I just got that error message AGAIN from Avast after I changed it yesterday. Why won't it stay as fixed? How do I permanently fix this problem and prevent it happening again? Link to comment Share on other sites More sharing options...
Moderators hazelnut Posted March 24, 2017 Moderators Share Posted March 24, 2017 Are you still installing CCleaner in avast sandbox? Try downloading a fresh ccleaner installer without using the avast browser sandboxed. That may remove any mark from the installer about a sandbox. Make sure you download the installer and run it from your machine. Don't select run from the web page when you are asked if you want to save or run. https://www.piriform.com/ccleaner/builds Support contact https://support.ccleaner.com/s/contact-form?language=en_US&form=general or support@ccleaner.com Link to comment Share on other sites More sharing options...
Moderators Andavari Posted March 24, 2017 Moderators Share Posted March 24, 2017 And perhaps download the CCleaner installer in another web browser that isn't sandboxed to avoid any possible issues. Link to comment Share on other sites More sharing options...
Friedbones Posted March 24, 2017 Author Share Posted March 24, 2017 And perhaps download the CCleaner installer in another web browser that isn't sandboxed to avoid any possible issues. I do not understand the sandbox issue. I've never been given an alternative when installing....sandbox or not sandbox, so I have no idea why this is occurring now when it did not happen before this version came out. Also, I never use a browser to install. I download the software to my desktop, close all windows and then use the installer directly from my desktop. So how does a browser come into play when I am not using one to install? And another thing I noticed. I went into my system configuration yesterday and unchecked the Ccleaner from my startup menu. However, this morning when I booted up my pc, it was enabled again and started up when I booted. It totally ignored my instructions to not boot up when I start. What's causing this issue? Link to comment Share on other sites More sharing options...
Moderators Andavari Posted March 24, 2017 Moderators Share Posted March 24, 2017 I didn't state you were using the browser to run the installer. I was just saying try another non-sandboxed browser because in the past with I used a sandbox software it would cause issues with downloads of software, i.e.; me forgetting I was downloading updates in a sandboxed browser. Link to comment Share on other sites More sharing options...
Friedbones Posted March 25, 2017 Author Share Posted March 25, 2017 I didn't state you were using the browser to run the installer. I was just saying try another non-sandboxed browser because in the past with I used a sandbox software it would cause issues with downloads of software, i.e.; me forgetting I was downloading updates in a sandboxed browser. That is a good piece of information, had I actually been using anything related to sandboxing. But I do not set anything up on my pc that states "Sandbox" in any form. If Avast has that option, when I updated their software, nothing was asking me for sandbox or no sandbox. I do not use Avast to install anything either. So the issue is moot at this point in time. If a software is downloaded and the install instructions do not point this out, how on earth are folks to know this? I had to call my tech to ask him what this meant. He setup my pc for me and he said he never set anything up in sandbox mode on my system. So he was not sure why this was happening either. Link to comment Share on other sites More sharing options...
Moderators hazelnut Posted March 25, 2017 Moderators Share Posted March 25, 2017 Avast sandboxes your browser, which is which is what you use to download CC. Somehow the sandbox 'mark' for want of a better word, may be being transferred to CC when you run it. First turn off monitoring and see if that helps https://www.piriform.com/docs/ccleaner/ccleaner-settings/changing-monitoring-settings-ccleaner-free Untick 'run at startup' through CC settings. Download, install and run the CCleaner slim build and see if the same happens https://www.piriform.com/ccleaner/builds Some reading here for you. https://blog.avast.com/2012/11/16/what-is-the-avast-autosandbox-and-how-does-it-work/ Support contact https://support.ccleaner.com/s/contact-form?language=en_US&form=general or support@ccleaner.com Link to comment Share on other sites More sharing options...
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