Troubleshooting Process for CCleaner Network

If you are seeing any of the following issues:

  • Hosts missing from the network tree
  • Unable to scan the network
  • Installing/uninstalling the Endpoint Agent

Then the troubleshooting topics in this section will help to diagnose any network issues.

Please perform these troubleshooting tasks in order. If a task fails, then that step is most likely the reason for the communication error.

  1. Ping the localhost
  2. Ping your default gateway
  3. Ping the remote Endpoint's IP address
  4. Ping the remote Endpoint by its hostname (NetBIOS name)
  5. Check that you have access to the remote Endpoint's administrative shares
  6. Check that your firewall is allowing UDP ports 41352 and 41353, and TCP port 10268.

Ping the localhost:

  1. On the endpoint with the Management Server, press Windows Key + R.
  2. Type cmd and press Enter.
  3. In the console, type ping localhost and press Enter.

If everything's working:

You'll see something similar to the following in the console:

Pinging [HOSTNAME] [127.0.0.1] with 32 bytes of data:
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128

If there's no reply, or if the address is something other than 127.0.0.1:

This may indicate problem with one or both of these files:

%SystemRoot%\system32\drivers\etc\hosts
%SystemRoot%\system32\drivers\etc\lmhosts.sam

Steps to take:

Contact your Network Administrator.

If you are an advanced user, you can try to edit the hosts or lmhosts.sam files using a text editor and check to see whether there are any entries which redirect the network communication to different subnets.

Ping your default gateway:

Note: You only need to perform this task if the endpoint where you're trying to remotely install the Endpoint Agent is in a different subnet.

  1. On the endpoint with the Management Server, press Windows Key + R.
  2. Type cmd and press Enter.
  3. In the console, type ipconfig and press Enter.
  4. If you see an entry like this:
    Default Gateway..... X.X.X.X.
    then type ping X.X.X.X. (where X.X.X.X is the default gateway's IP).
  5. Press Enter.

If everything's working:

You'll see something similar to the following in the console:

Pinging [HOSTNAME] [127.0.0.1] with 32 bytes of data:
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128

If there's a problem:

You'll see something similar to the following in the console:

Pinging [X.X.X.X] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Steps to take:

This may indicate problems with your Default Gateway or incorrect TCP/IP settings. Contact your Network Administrator or Internet Service Provider for more information.

Ping the Endpoint's IP address:

  1. On the endpoint with the Management Server, press Windows Key + R.
  2. Type cmd and press Enter.
  3. In the console, type ping X.X.X.X. (where X.X.X.X is the remote endpoint's IP address), and press Enter.

If everything's working:

You'll see something similar to the following in the console:

Pinging [HOSTNAME] [127.0.0.1] with 32 bytes of data:
Reply from X.X.X.X: bytes=32 time<1ms TTL=128
Reply from X.X.X.X: bytes=32 time<1ms TTL=128
Reply from X.X.X.X: bytes=32 time<1ms TTL=128
Reply from X.X.X.X: bytes=32 time<1ms TTL=128

If there's a problem:

You'll see something similar to the following in the console:

Pinging [X.X.X.X] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

If you see "Destination host unreachable", see Default Gateway issues, below.

Steps to take:

  1. Ping another endpoint on the network (or a known IP address if you are on the Internet, such as Google's DNS service at 8.8.8.8). If you are unable to do so this may indicate a problem in either your TCP/IP settings or the gateway’s settings. Contact your Network Administrator or Internet Service Provider for more information.
  2. Check that the remote endpoint is online.
  3. Turn off the remote endpoint's firewall, or set it to allow ICMP packets through. If you are using Windows firewall, use the Windows help (Windows Key+F1) to obtain information on how to do this. If you are using a 3rd-party firewall, consult its manual or contact the manufacturer.
  4. Verify the proxy settings on your local endpoint. Proxy settings can be found in Internet Options > Connections > LAN Settings. Please consult Windows help (Windows Key+F1) for more information.

Default Gateway issues:

If the ping results include the text "Destination host unreachable," a few things that may be causing this issue:

  • If the IP address displayed in the results is the local IP address, this probably indicates a problem with your Default Gateway.

  • If the IP address displayed in the results is the Gateway’s IP address, this indicates that the Gateway can’t relay your packets to the remote machine. This is usually a network topology problem.

In either case, contact your Network Administrator for more information.

Note: Some 3rd-party applications (for example, anti-malware software) are known to cause this issue. If this turns out to be the case, contact Microsoft or ask for help from experienced Windows users.

Ping the endpoint by its hostname:

  1. On the endpoint with the Management Server, press Windows Key + R.
  2. Type cmd and press Enter.
  3. In the console, type ping hostname (where 'hostname' is the remote endpoint's hostname), and press Enter.

If everything's working:

You'll see something similar to the following in the console:

Pinging [HOSTNAME] [127.0.0.1] with 32 bytes of data:
Reply from X.X.X.X: bytes=32 time<1ms TTL=128
Reply from X.X.X.X: bytes=32 time<1ms TTL=128
Reply from X.X.X.X: bytes=32 time<1ms TTL=128
Reply from X.X.X.X: bytes=32 time<1ms TTL=128

If there's a problem:

You'll see something similar to the following in the console:

Ping request could not find host. Please check the name and try again.

If you see "Destination host unreachable", see Default Gateway issues, below.

Steps to take:

  1. Ping another endpoint on the network (or a known IP address if you are on the Internet, such as Google's DNS service at 8.8.8.8). If you are unable to do so this may indicate a problem in either your TCP/IP settings or the gateway’s settings. Contact your Network Administrator or Internet Service Provider for more information.
  2. Check that the remote endpoint is online.
  3. Turn off the remote endpoint's firewall, or set it to allow ICMP packets through. If you are using Windows firewall, use the Windows help (Windows Key+F1) to obtain information on how to do this. If you are using a 3rd-party firewall, consult its manual or contact the manufacturer.
  4. Verify the proxy settings on your local endpoint. Proxy settings can be found in Internet Options > Connections > LAN Settings. Please consult Windows help (Windows Key+F1) for more information.

Default Gateway issues:

If the ping results include the text "Destination host unreachable," a few things that may be causing this issue:

  • If the IP address displayed in the results is the local IP address, this probably indicates a problem with your default gateway.

  • If the IP address displayed in the results is the gateway’s IP address, this indicates that the gateway can’t relay your packets to the remote machine. This is usually a network topology problem.

In either case, contact your Network Administrator for more information.

Note: Some 3rd-party applications (for example, anti-malware software) are known to cause this issue. If this turns out to be the case, contact Microsoft or ask for help from experienced Windows users.

Check access to the endpoint's admin shares:

CCleaner Network requires access to endpoints' administrative shares (%TEMP% and %SYSTEMROOT%\SYSTEM32).

  1. On the endpoint with the Management Server, press Windows Key + R.
  2. Type \\[hostname]\admin$ (where [hostname] is the remote endpoint's hostname), and then press Enter.

If everything's working:

The remote endpoint's Windows folder will open.

If you are asked to type your user name and password repeatedly:

You may be trying to connect to a remote point running Windows Vista or later with its User Access Control (UAC) turned on.

Take the following steps:

  1. Log on to the remote endpoint as administrator.
  2. Navigate to: Control Panel > User Accounts and Family Safety > User Accounts.
  3. Click Change User Account Control settings.
  4. Turn off UAC completely (in Windows Vista) or lower the notification level by using the slider (in Windows 7).
  5. Go back to the endpoint running the Management Console and try the first procedure in this help topic again.

If Windows reports that you have typed your username or password incorrectly:

Simple file sharing may be on at the remote endpoint.

Take the following steps:

  1. Log on to the remote endpoint as administrator.
  2. Navigate to: Control Panel > User Accounts and Family Safety > User Accounts.
  3. Open View Tab.
  4. Uncheck the Use simple file sharing (Recommended) (Windows XP and 2003) or Use Sharing Wizard (Recommended) (Windows Vista and later) option.
  5. Go back to the endpoint running the Management Console and try the first procedure in this help topic again.

If Windows displays an error that 'Windows cannot access [path to admin share]':

Administrative shares may be disabled.

Take the following steps:

  1. Log on to the remote endpoint as administrator.
  2. Press Windows+R.
  3. On the Run dialog, type regedit and press Enter.
  4. In the Registry Editor, avigate to the following key: HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\LanmanServer\Parameters.
  5. Edit (or create) DWORD values AutoShareServer and AutoShareWks with values of 1 for each.
  6. Restart the computer.
  7. Go back to the endpoint running the Management Console and try the first procedure in this help topic again.

Check the firewall for blocked ports:

The following ports are used by CCleaner Network for communication:

  • TCP 10268
    • outgoing from Management Service, incoming for Endpoint Agents.
  • TCP 10269
    • outgoing from Management Console, incoming for Management Service.
  • UDP 10270
    • Used in 'Piriform Agent' Service Scan; outgoing from Management Service, incoming for Endpoint Agents.
  • UDP 41352 and 41353:
    • Depreciated; used to detect Endpoint Agents from CCleaner Network version 1; not needed if all Agents are version 2.
  • Ping:
    • Used for host state detection, as well as detecting hosts; outgoing from Management Service, incoming for Endpoint Agents.
  • NetBIOS and Windows File Sharing (UDP/TCP 135-139, 445)
    • Used for host state detection if Ping is blocked or disabled; outgoing from Management Server, incoming for Endpoint Agents.

You must make sure that these ports are not blocked by the firewall on the endpoint running the Endpoint Agent and they are accessible from the endpoint running the Management Console.

If you are using Windows firewall please consult Windows help (it can be opened by pressing Windows key+F1) to find the information how to turn it off or add certain services/ports to the exception list.

If you are using a 3rd-party firewall application, consult its manual or contact the manufacturer to get the information how to do so.

Note: If the endpoint running the Endpoint Agent has an external IP address, there are free, web-based tools to check whether certain ports are accessible from the remote machines.

If you don’t know whether an endpoint has an external IP address, if it has any of these IP addresses, it is internal:

  • 10.X.X.X
  • 172.16.X.X – 172.31.X.X
  • 192.168.X.X

If the endpoint instead reports an IP that starts with 169.X.X.X, it typically (though not always) indicates an issue with the endpoint's network adapter.

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