Power Tools X returns no results with Win 10

mrsobbm

I currently have Power Tools X v.4.0.0.1514 & upgraded from Win 7 to Win 10 in Feb 2016. Since that time Power Tools X has returned no results (apart from a few .tmp files) for 'Clean & Fix my computer' or 'Registry Cleaner' and yet on the home page the summary says that my Overall PC Health is 2% and my Registry Health is 1% - yes that is two percent and one percent respectively.

I have been in contact with Macecraft from the start of the problem but apart from being asked to upgrade to the latest version of Power Tools X (which I did) and to submit the jv16 backup directory (which I did) I have heard nothing further other than to be given a support ID. I have sent several emails and used the website support form but had no reply other than the automated one.

Given that my PC & Registry Health scores are, frankly, frighteningly low and that I even had a blue screen error message (Windows has recovered from a serious problem) just the other day, I really need someone to tell me what I need to do to get this sorted - and quickly! I did, after all pay extra for a VIP support licence but that hasn't got me anywhere.

Thank you.

jv16

Could you try to start jv16 PowerTools, go to Maintenance > Flush cache and restart PowerTools. Does that help?

Are you running any anti-virus software or any other software that could block jv16 PowerTools from fully accessing your computer? If yes, have you added jv16 PowerTools (jv16pt.exe) to the anti-virus software's white list / exclusion list?

shamshi-adad

Try "right-click" on JV16 and select Run As Administrator. That's all I can think of.

Never mind that 2% and 1% I get that too every time jv16 says it has to phone home for some reason or other. But then after a Reg-Cleaning its all 100s.

Peace. Alan

mrsobbm

Thank you for your replies - yes, I had already flushed the cache but that didn't help.

I've now sorted this by:

1. Using Windows uninstaller to uninstall Power Tools X - I even deleted folders containing data from older versions of jv16.

2. Downloaded the .exe file for Power Tools X

3. Closed all open programs & disabled my anti-virus

4. Performed a clean install of Power Tools X

5. Clicked on 'My Account' to get my licence

6. Ran 'Clean & Fix my Computer' - & it worked!! (It took ages because Power Tools X hadn't run properly since upgrading to Win 10 in mid-Feb)

7. After re-booting, my pc scores were back up to 100% again. Phew!

8. The scores went down significantly (but nowhere near the 1% & 2% that they had been) when I re-enabled my AV so I added jv16 to the list of exclusions, ran 'Clean & Fix my computer' again & now the scores are back up to 100%.

I can only assume that for some reason my old install of Power Tools X couldn't cope with the upgrade of Windows from Win7 to Win10, despite being the latest version itself, and was further hampered by my AV. All seems well now, though.

However, I have to say that, apart from the reply below, I have still heard nothing from Macecraft support. So much for paying extra for VIP support - I won't make that mistake again!

mihaibarbulescu

MrsOBBM wrote

I can only assume that for some reason my old install of Power Tools X couldn't cope with the upgrade of Windows from Win7 to Win10, despite being the latest version itself, and was further hampered by my AV. All seems well now, though.

You are correct. We have had some similar reports in the past from our users and customers. Flushing jv16 PowerTools's cache did the trick in most cases. In this situation, it seems that the antivirus product you are using was actually blocking most of the functionality that PowerTools needs to execute in order to process accurate system health information.

May I know which antivirus product you use? Would like to reproduce your scenario and work with their security lab to whitelist our product so that either yourself or other customers may not face the same problems in the future.

MrsOBBM wrote

However, I have to say that, apart from the reply below, I have still heard nothing from Macecraft support. So much for paying extra for VIP support - I won't make that mistake again!

Are you facing any other problems with jv16 PowerTools X at this time? Considering our delayed reaction to your support case, I would like to grant you a family license (to be used on up to 5 computers) for jv16 PowerTools X and the Platinum VIP (lifetime license) to use our software product and any future updates or upgrades, free of charge.

Unfortunately, I was unable to locate your customer ID or support ticket ID based on your forum username. Please provide me with your ticket support ID so I can look into this matter at support level too. Alternatively, you can simply send me a private forum message with the email address used to register the software and I will take it from there.