Collecting information via CCleaner Support Tool

The CCleaner Support Tool is a diagnostic tool that our Support team may suggest using to help us get the information we need to solve problems you may be having with CCleaner for Windows. It gathers the necessary files from your PC and packages them up so they can be easily sent to us.


It is not automatically installed with any of our software and is distributed entirely via the link below.

 

Run the CCleaner Support Tool

  1. Click the button below to download the CCleaner Support Tool and save it to a familiar location on your PC (by default, you can save downloaded files to your Downloads folder).
  2. Run CCleaner in debug mode as described in this article: Running CCleaner for Windows in debug mode and reproduce the issue you're experiencing.
  3. Right-click the downloaded file ccleanersupporttool.exe and select Run as administrator from the context menu.
  4. If you get asked for permission by the User Account Control dialog, click Yes or enter the login credentials for an administrator account on the computer.

Send a log file to CCleaner Support

  1. After running the CCleaner Support Tool, click Next to create a support file log.
    • NOTE: Hover your cursor over the   information icon to see details on which categories of data the Support tool can provide.
  2. On the new screen that appears, fill in the following information (see list beneath the screenshot):
    1. The email address you provided to CCleaner Support when submitting a ticket.
    2. The ticket number you received from CCleaner Support after submitting the ticket.
    3. You can also write additional details about your issue and/or add additional files and screenshots.
    4. If you're asked to change the Options by our support team, please click the Options... button to do so.
  3. Click Generate to allow the tool to gather the necessary files. This process may take several minutes.
  4. After the CCleaner Support Tool generates a report, please note the File ID listed. You can click the file link to open the folder in which the app (the CCleaner Support tool) has saved the logs, allowing you to access the .ZIP file with this File ID and attach it in your reply to CCleaner Support.
  5. Click Finish to close the CCleaner Support Tool.

Need to find your product license key?

Go to our license lookup page and enter your registered email address to retrieve info about your products, including product download links, license key(s), and expiry dates.

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