Cleaning program not working

Dear Community,

 

My Cleaning progam isn't working. It a Dutch version from my ISP Ziggo.

When i open the program and go to Tools, Option and Cleaning program, he will not start it.

I've linked a video of it, down below.

https://mail.ziggo.nl/publications/documents/942462/5f80efc0c3a628ae450b9ee719e90f4d

 

I hope there is a solution for it.

 

Greeting,

 

John Goosen

Comments

  • UkkoUkko Posts: 3,143 Superuser

    Hello,

     

    Maybe possible to re-check next Knowledgebase article (this is about F-Secure Online Scanner, but I will explain why I added this suggestion):

    https://community.f-secure.com/t5/Other-Home/Known-issues-and-limitations-for/ta-p/42639


    Recent direct F-Secure solutions (IS/SAFE) removed this feature (Cleanup Tool); Maybe your stuck based on such meanings (?!);

     

    Before this -> there was such topic:

    https://community.f-secure.com/t5/Other-Home/F-Secure-Online-Scanner-isn-t/td-p/94617

    where not visible any 'solutions';

     

    With your situation (third?! and latest try) --> launch-file (?!) is downloaded - but indeed did not work; Maybe you're able to try direct F-Secure Online Scanner (Cleanup Tool partly about related meanings and partly - not):

    https://www.f-secure.com/nl_NL/web/home_nl/online-scanner

     

    If F-Secure Online Scanner do work -> maybe you have to ask your ISP about trouble with branded cleanup tool; OR if F-Secure Online Scanner also do not work (and Knowledgebase article is not helpful) --> maybe possible to ask your ISP to investigate this situation more (if this is common trouble);

     

    Thanks! 

    jggoossie83
  • Hi there,

     

    I'm asking our ISP. Because the online version, works.

    But they say that i must ask you.

    What i've done is:

    All the anti virus software removed.

    Then reinstall the de software.

    This wont work.

    He will not start the cleaning programm.

  • UkkoUkko Posts: 3,143 Superuser

    @jggoossie83 wrote:

    Hi there,

     

    I'm asking our ISP. Because the online version, works.

    But they say that i must ask you.

    What i've done is:

    All the anti virus software removed.

    Then reinstall the de software.

    This wont work.

    He will not start the cleaning programm.


    Hello,

     

    Sorry for my reply. Just as clarification: I'm also only F-Secure user (their Home Solutions);

    So -> maybe some official F-Secure staff will answer later (with work days), but also possible to try contact direct F-Secure Support Channels (with quote from your ISP):

    https://www.f-secure.com/en/web/home_global/contact-support

     

    I able to think that potentially there can be some logs and investigation based on this - which some of Supports (your ISP or F-Secure) should provide. Because quite many potential troubles can be (also... when not possible to re-check with Cleanup Tool by stable F-Secure solution; But also when Online Scanner is work);

    If contact Support will be not useful: maybe possible to trigger "cleanup tool" and re-check system "Temp"-folder (most likely it should try to download/unpack/start files from there; and if any of folders/files are created; maybe it also contain some logs - where can be visible... which step break the tool); Or maybe possible re-check just "Temp"-folders for such temp-files (if there is stuck and folder is not removed from filesystem);

     

    Thanks!

  • LakshLaksh Posts: 4,440 Community Manager

    Hi jggoossie83,

     

    Based on your post, since this is a customized version of our product provided by Ziggo, it would be best to contact Ziggo so that they can troubleshoot further.

     

    Please get in touch with Ziggo and explain to them that the F-Secure Online Scanner works but the inbuilt customized cleaning program does not work.

     

    Thank you for your understanding.

This discussion has been closed.