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cormiem
100 Points
Neophyte

Neophyte

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4 Messages

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160 Points

Friday, January 14th, 2022 4:15 PM

Closed

Resolved

Cleaner One Pro

I installed Cleaner One Pro and when it finished downloading it asked me if I wanted it to clean all my junk files.  I clicked yes and to my horror it deleted several years of word documents that I will never get back.  I have some backed up but not all of them.  Be careful when you install this program!

Problem

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Updated 

2 years ago

375

4

Brand User
tm_kim

Legend

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682 Messages

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10.1K Points

2 years ago

Hi, cormiem.

 

Thank you for using Cleaner One Pro. Be careful in using the Junk Files feature as it has the capability to clean and delete your files at one time. You can read more about this program through this link.

 

Let us know if you need further assistance.

 

- TM_Kim

0

rb5039

Neophyte

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4 Messages

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170 Points

2 years ago

Isn't there any way to see which individual files will be deleted and not just categories? I didn't find the answer on your link above.

0

0

cormiem

Neophyte

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4 Messages

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160 Points

2 years ago

Unfortunately not.  It just encompassed “ all junk” and that included any word documents I had attached to an email. I tried for 3 days to recover my files with no luck.  Trendmicro was no help to me at all. I brought my iMac to a repair shop and they determined that this is what happened and I lost 10 years of documents. 

4

0

Brand User
tm_angelo

 Superstar

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445 Messages

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8.6K Points

Hi cormiem and rb5039,

 

The cleaner one pro will remove all the junk files in your device. Also before removing the files you can manually pick the ones you want to save before deleting, it will also notify you before removing the scanned files.

 

As for the deleted files, you can no longer recover them as it will be permanently deleted. 

 

-TM_Angelo

 

 

2 years ago

0

rb5039

Neophyte

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4 Messages

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170 Points

Hi cormiem and tm_angelo, 

 

Now I'm really confused. Cormiem says no opportunity was given to see individual files and choose not to delete some. Tm_angelo says you do get to see them and keep ones you want. Can either one of you clarify your reply for me? Maybe I'm reading it wrong.

Thanks, rb5039 

2 years ago

0

cormiem

Neophyte

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4 Messages

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160 Points

I was not given the option to choose any files to delete.  Once I noticed what was happening I thought I stopped the process. When I signed back in after a couple of days I realized that all files were deleted even though I hadn’t chosen any.  The repair shop told me all Word files that were attached at any time to an emailwere deleted.  My bad for not backing up my files but I was getting ready to switch from IOS to windows and would’ve backed up then.  Guess I didn’t make the switch early enough. 

2 years ago

0

Brand User
tm_kath

Trend Security Expert

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766 Messages

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15.4K Points

Hi @rb5039,

Running a Junk File scan will show a window with a default selection of the files to be cleaned. It is here where you can manually pick the ones you want to save before deleting them.

For @cormiem, if the deleted document is saved on your Downloads or Recycle Bin, this is automatically deleted. There will be no confirmation window for this. But we'll take this as feedback for future enhancement of the product.

Be careful in using this feature as any deleted files thru Junk File scan are permanently deleted and unrecoverable.

By the way, here is the official website of our Cleaner One products. You may check it for more information.
Cleaner One

- TM_Kath

- TM_Kath

2 years ago

0

ritawho

Neophyte

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1 Message

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70 Points

2 years ago

This is a terrible program. Lost so many files and they were not JUNK! I would not recommend to anyone and Trend is not being of any help. After all these years may I need to find a new app/company to use. 

1

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cormiem

Neophyte

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4 Messages

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160 Points

@ritawho​ 

I purchased a new desktop and even though I still have 1 year left on my Micro Trend subscription I purchased McAfee instead.  I fear I may lose more documents and I’ll never recoup the 250 or more documents that were deleted by Cleaner One Pro without my knowledge or approval. I’m so frustrated with the whole bad experience

2 years ago

0

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