Installation Total Security fails - Slow internet connection

Chris7612 · April 23

The installation of total security doesn't function. Every time the failure of "slow internet connection" occurs, but i have fast internet connection and tried it with serveral connections. I've a valid license and installed the apps on android succesfull. But installing on PC - Win10 fails always.

Before i uninstalled other antivirus. And i tried this on notebook and pc … it never functions…

I've also tried to do the install like this discussion: https://community.bitdefender.com/en/discussion/97912/where-can-i-get-the-offline-installation-file-for-bd-internet-security

If i want to sign in existing bitdefender account, the failure "unable to connect the server occurs" :-(

Note: I can also login in Bitdefender Central Page

… perhaps anyone could help me?

… the chat ai or support via email isn't very helpful or fast …

BR, Chris

Alexandru_BD · April 24

Hello @Chris7612,

Since you mentioned that error message, check if this article helps:

https://www.bitdefender.com/consumer/support/answer/17225/

Let me know if the instructions were useful.

Regards,

Alex

Chris7612 · April 24

Hello Alexandru, i've tried all the 5 Steps… without success. I've now wrote to bitdefender to refund the abonement…

BR, Chris

Alexandru_BD · April 25

Hello @Chris7612,

I'm sorry to hear this. If this error message is received during the Bitdefender installation - "Some installation files are corrupted" or "There was a problem downloading one of the installation files", this usually means that there was a temporary issue with the internet connection and the kit wasn't downloaded completely. But since you've tried using different networks, I think the problem lies somewhere else. In any case, the Support teams will be able to help you with that, and if the software cannot be installed on your device (but I doubt that, if the system requirements are met), they can of course issue a refund for you.

Keep us posted. They usually offer to troubleshoot the issue first, and if they don't succeed, or if you disagree with this, they will proceed straight to the refund. But I think it's a shame not to try and find out what really happens there, maybe they can fix this..

Regards

Alexandru_BD · April 25

One more thing, make sure you are using an Administrator account when installing, and disable any VPNs or other security solutions (if present) beforehand.

Chris7612 · April 25

Hello Alexandru, thanks for your hints, but i've tried different ways.

If i execute the "small file" the failure "slow internet connection" appears.

If i execute the "big file" , i have to log in after the installation.

But then comes the failure "unable to connect server"…

I hope, the support team will react to my ticket from yesterday morning. … until now, i've got no response.

Thanks for your help…

BR Chris

Alexandru_BD · May 5

Hi @Chris7612,

Sorry for the delayed response, I was away last week. How's the ticket going?

Chris7612 · May 5

Hello Alexandru,

Tomorrow i have a support session, with the hope to solve the problem…

I will let you now the result. ;-)

Alexandru_BD · May 6

Alright @Chris7612, keep me posted. The Support teams may guide you through a set of additional steps to try and solve this, and they may require some logs as well. There's a Support Tool which they use to create a debug log on your PC, to diagnose and troubleshoot Bitdefender installation failures or product issues on Windows computers. I'll leave the procedure here, just in case it's required:

https://www.bitdefender.com/consumer/support/answer/1733/

This will help them find out what's going on there.

Regards