Windows Security Center Says Bd Not Up To Date

klitos

Hi, since last week I've been getting Windows Security Alerts on my Vista Ultimate 32-bit PC. It reports two issues: "Bit Defender Antivirus reports that it might be out of date" and same for BitDefender Antispyware. If I check the BitDefender dashboard, it shows that it has been updated in the last hour. If I press the Update buttons in Windows Security Center, nothing happens. Any ideas?

Alex Stanciu

Hello Klitos,

For start please take a screen-shot of the Windows Security Center window, upload it on http://www.sendspace.com/ then post here the download link . After that, we would like you to follow the instructions bellow in order to obtain a log that we need to look on. Here is what you have to do :

1. Go to Start->Run

2. Type cmd and hit Enter.

3. Type

cd %programfiles%/bitdefender/bitdefender 2010

and hit Enter

4. Type

supporttool.exe /vsservtrace on

and hit Enter

5. A popup should appear asking you to reboot the PC. Reboot the PC.

6. Open BitDefender and update it.

7. Go to the next location, C:\ProgramData\BitDefender\DTrace\ and look after a file called "vsserv.log". Upload it and send us the download link as well.

We are looking forward to your reply.

Thank you .

klitos

Hi Alex,

Here's the screen shot: http://www.sendspace.com/file/wb2nmk

Unfortunately there is no file at all in the DTrace folder, even though I followed all your steps.

Regards,

Klitos

Alex Stanciu

Hello Klitos,

We have sent you an email with a tool that should help you obtain the vsserv log. We are looking forward to your reply.

Thank you .

4wresch@optonline.net

I've been getting Windows Security Alerts on my Vista Professional 32-bit PC. It reports two issues: "Bit Defender Antivirus reports that it might be out of date" and same for BitDefender Antispyware. If I check the BitDefender dashboard, it shows that it has been updated in the last hour. If I press the Update buttons in Windows Security Center, nothing happens. Any ideas?

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Alex Stanciu

Hello 4wresch,

In order to be able to further investigate this issue please follow the steps bellow :

1. Open My Computer.

2. Browse to

C:\Program Files\BitDefender\BitDefender 2010

- considering that BitDefender was installed on the default C partition

3. Doubleclick on the supporttool.exe file .(in case you have Windows Vista or Windows 7, right click on the the supporttool.exe file and choose "Run as administrator" )

4. Click on Next, wait a few minutes for the progress bar to complete and then click on Finish .

5. Go to the desktop, upload the report on http://www.sendspace.com/ then send me a PM with the download link or reply to our email with the report attached .

We are looking forward to your reply.

Thank you.

jafetica

My Windows 7 tells me that my bit defender anti virus is out of date, while bit defender shows its current

i even manually updated and still it shows the same

Any Ideas

Alex Stanciu

Hello jafetica,

Please follow the steps from my last post then reply with the report that we need .

Thank you.

jafetica

When I try to run supporttool it starts and then hangs at about 30%. i left it overnight and still same in morning

Alex Stanciu

Hello

In this case please send us through the email the following information:"sysdump.tar", "bdfileinfo.log" and "bdregnode.reg". You may obtain them by following the steps described in the KB article at the address below:

http://kb.bitdefender.com/site/KnowledgeBase/consumer/#389 .

Thank you.

lhmathys

I'm having this same problem. Windows 7 reports that Bitdefender 2010 is out of date. I've followed the initial instructions but I don't see the "DTrace" directory in program files\bitdefender.

I see several emails going back and forth but are there no public resolutions to this yet? I'd like to get a fix for this, too.

Also, Bitdefender 2010 usually shows as a gray icon in my system tray. Most of the time I can restart the service, but honestly I'm starting to wonder how stable this product really is.

Alex Stanciu

Hello lhmathys,

Please answer us to the next questions:

- does the issue occur all the time or only right after a computer restart?

- if you disable and then re-enable the BitDefender Antivirus module from Expert View, does the issue still occur?

- if you use the Turn On option from Security Center, does the issue still occur?

The location where the vsserv.log file is created is C:\ProgramData\BitDefender\DTrace\ . This folder is hidden and you may want to follow the steps bellow in order to have access to it :

- go to your "Control Panel" and open "Folder Options";

- then go to the "View" tab and perform the changes listed below:

* check "Display contents of system folders"

* check "Show hidden files and folders"

* uncheck "Hide file extensions for known file types"

- click "Apply" and then "OK" to exit.

NOTE: On Microsoft Windows Vista or Windows 7 you will apply the same steps except for selecting "Display contents of system folders".

We are looking forward to hearing from you.

Thank you.

lhmathys

Hello lhmathys,

Please answer us to the next questions:

- does the issue occur all the time or only right after a computer restart?

- if you disable and then re-enable the BitDefender Antivirus module from Expert View, does the issue still occur?

- if you use the Turn On option from Security Center, does the issue still occur?

The location where the vsserv.log file is created is C:\ProgramData\BitDefender\DTrace\ . This folder is hidden and you may want to follow the steps bellow in order to have access to it :

- go to your "Control Panel" and open "Folder Options";

- then go to the "View" tab and perform the changes listed below:

* check "Display contents of system folders"

* check "Show hidden files and folders"

* uncheck "Hide file extensions for known file types"

- click "Apply" and then "OK" to exit.

NOTE: On Microsoft Windows Vista or Windows 7 you will apply the same steps except for selecting "Display contents of system folders".

We are looking forward to hearing from you.

Thank you.

1) The Action Center ALWAYS tells me that I need to update Bitdefender - even after an update.

2) I did what you asked and the problem is still there.

3) In Windows 7, I think you mean Action Center, correct? These items are turned on.

I already have those folder settings for my computer, and as I said, there is no DTrace folder.

I've tried everything in this thread to fix the message in Windows 7 Action Center, but even as I type this reply, I have 2 notifications that I need to update BitDefender Antivirus and BitDefender Antispyware.

Alex Stanciu

Hello lhmathys,

Thank you for the information's. You are right, I was referring to Action Center . If the "vsserv.log" file was created, then the tool from the next link will help you obtain it. Simply download and run this batch file(support.bat) and you should see that a new file called "vsserv.log" will appear in the same location where you have saved the "support.bat" file. Upload the report on http://www.sendspace.com/ then send me a PM with the download link or reply to our email with this file attached .

Also, we would like you follow the steps from the next BitDefender article and reply to our email with the following reports attached : "sysdump.tar", "bdfileinfo.log" and "bdregnode.reg" .

We are looking forward to your reply.

Thank you.

lhmathys

Hello lhmathys,

Thank you for the information's. You are right, I was referring to Action Center . If the "vsserv.log" file was created, then the tool from the next link will help you obtain it. Simply download and run this batch file(support.bat) and you should see that a new file called "vsserv.log" will appear in the same location where you have saved the "support.bat" file. Upload the report on http://www.sendspace.com/ then send me a PM with the download link or reply to our email with this file attached .

Also, we would like you follow the steps from the next BitDefender article and reply to our email with the following reports attached : "sysdump.tar", "bdfileinfo.log" and "bdregnode.reg" .

We are looking forward to your reply.

Thank you.

Any update on this? I sent you the files you requested and still haven't received a reply.

Alex Stanciu

Hello lhmathys,

Please browse to the next location : C:\Program Files\Common Files\BitDefender\BitDefender Threat Scanner . Here you will see 2 folders with the following format : av32bit_XXXXX . Please access the folder with the highest "XXXXX " number then open the "Plugins" folder inside of it . Here you will find a file called "update.txt" . Please upload it on http://www.sendspace.com/ then post here the download link .

Also, please click on Start from Windows, choose Control Panel then access the "Date and Time" option . Please tell us if it is correctly set.

We are looking forward to your reply.

Thank you.

smithkr22

Hello lhmathys,

Please browse to the next location : C:\Program Files\Common Files\BitDefender\BitDefender Threat Scanner . Here you will see 2 folders with the following format : av32bit_XXXXX . Please access the folder with the highest "XXXXX " number then open the "Plugins" folder inside of it . Here you will find a file called "update.txt" . Please upload it on http://www.sendspace.com/ then post here the download link .

Also, please click on Start from Windows, choose Control Panel then access the "Date and Time" option . Please tell us if it is correctly set.

We are looking forward to your reply.

Thank you.

Alex,

I'm having the same problems -- Windows Security Center says that my Virus Protection (Bitdefender 2010) is out of date. Then Bitdefender says that I've never scanned my PC for viruses before, which is crazy. And when I click on Scan Now, nothing happens. I'm worried that my PC is not protected!

Should I try to follow all of the instructions you've given so far?

Thanks.

lhmathys

Alex,

I'm having the same problems -- Windows Security Center says that my Virus Protection (Bitdefender 2010) is out of date. Then Bitdefender says that I've never scanned my PC for viruses before, which is crazy. And when I click on Scan Now, nothing happens. I'm worried that my PC is not protected!

Should I try to follow all of the instructions you've given so far?

Thanks.

Good luck... I'm still waiting on an answer. " />

Chimel

IMPORTANT: BitDefender support guys, any update on this?

I also have the Action Center error "BitDefender AntiSpyware reports that it is out of date", and no way to get rid of that message. Sometimes it pops up every 30 minutes, sometimes it stays in the Notification area with a red cross warning but does not pop up.

This is extremely annoying.

Same symptoms as all other customers in this thread: When you click on the link to fix the problem, you get the window below and nothing happens when you click on "Yes", and no file in C:\ProgramData\BitDefender\DTrace after running "supporttool.exe /vsservtrace on" and rebooting.

System: Windows 7 x64 Ultimate (English). BitDefender worked fine before on this machine, this plague has been on for a few weeks/months. There has also been way more BitDefender crashes, BD services interruptions and gray instead of red icons in the Notification Area than before, it looks like BD is not correctly integrated to Windows 7 or is plain buggy. BD AV 2010 is updated to the latest version. BTW, I would expect the BD Notification Area icon to turn green when the status is "Protected", not stay red.

Note that some of the customers were incorrectly looking for the DTrace folder in the "Program Files" folder instead of "ProgramData".

I also tried looking at the http://kb.bitdefender.com/site/KnowledgeBase/consumer/#389 link to provide the dumps, but this page is not helpful, you should provide a direct link to the actual instructions or paste them into your answer.

VMaxx

I'm having the same trouble using 2010 and XP, my Windows 7 box seems to be ok though.

I tried using the supporttool which basically does nothing, no window, prompt, or reboot or anything just goes away.

Aurelian Neagu

Hello all,

Regarding this issue, please be so kind as to follow the steps from this link in order to provide us with the reports we need for further investigation.

The reports will be sent directly to our Technical Support Team and you will receive an automatic reply shortly. Please send me a PM with the ticket ID from the Subject of the e-mail so that I may analyze the reports and send you a solution as soon as possible.

Thank you.

Chimel

Thanks, Aurelian, will do if the error comes back: I haven't seen it for almost a week now, so maybe it's been fixed on the update server side. My status has been steadily "PROTECTED" all that time. BTW, the OS section of that support tool page should be updated to mention Windows 7.

Chimel

I guess I was not looking at the right place, I still have the Action Center issue, of course.

Here's my support ticket's content:

"Windows Action Center keeps popping up "Solve PC issues: 1 important message" in the Notification Area. When you right-click "Open Action Center" on this Notification Area icon, the Action Center displays "BitDefender Antivirus reports that it is out of date" under "Spyware and unwanted software protection (important)" and recommends to "Get a different antispyware program".

When you click on the Action Center "Update Now" button in front of this message, you are asked for confirmation to run "C:\Program Files\BitDefender\BitDefender 2010\wscfxas.exe", but nothing happens when you confirm."

Attaching both screenshots.

BTW, there was no ticket ID provided when I submitted the support ticket.

Myint Thi H

I also counter the problem which is that Bit Defender says the Anti virus program is not up to date. And it also say like I need to fix that issue. I try to fix but it doesn't work

here is the screen shot

Myint Thi H

Again I encounter another problem..

I cannot open bit defender .. don't know what to do now...

sorry for the double post. It says i am not allowed to edit my previous post

Chimel

OK, that issue is now solved for me, here are the instructions I received by PM from Technical Support that fixed it:

1. Uninstall BitDefender properly using the uninstall tool from http://www.bitdefender.com/uninstall and reboot.

2. Reinstall BitDefender and reboot. Setup files are listed below (I used the x64 version):

- x32: http://download.bitdefender.com/windows/de...us_2010_32b.exe

- x64: http://download.bitdefender.com/windows/de...us_2010_64b.exe

3. Enter your license key and login information, run the proposed update and quick scan to complete setup.

That's it, the Action Center warning should have disappeared at this stage and show: "No current issues detected". Don't ask why!

Myint Thi H, your issue is internal to BitDefender and not the same as this Action Center issue, but I guess you can try these steps too, they are about clean uninstall/reinstall and can't do any harm. Hope it's just a temporary glitch. And let's blame together the BD forum for not being able to edit our own posts...

Aurelian Neagu

Hello,

@Chimel : We are glad your issue has been solved. The issue may have been caused by the fact that BitDefender was not installed properly on the system and that's why the reinstall solved the problem.

@Myint Thi H : Your issue is not related to this topic. Nevertheless, we sent you an e-mail with some steps you need to take in order to solve this. Please reply to our e-mail.

Thank you.

VMaxx

Yeah, I finally broke down and uninstall/reinstall it is working fine now.

gbk97

Hello Klitos,

For start please take a screen-shot of the Windows Security Center window, upload it on http://www.sendspace.com/ then post here the download link . After that, we would like you to follow the instructions bellow in order to obtain a log that we need to look on. Here is what you have to do :

1. Go to Start->Run

2. Type cmd and hit Enter.

3. Type

cd %programfiles%/bitdefender/bitdefender 2010

and hit Enter

4. Type

supporttool.exe /vsservtrace on

and hit Enter

5. A popup should appear asking you to reboot the PC. Reboot the PC.

6. Open BitDefender and update it.

7. Go to the next location, C:\ProgramData\BitDefender\DTrace\ and look after a file called "vsserv.log". Upload it and send us the download link as well.

We are looking forward to your reply.

Thank you .

Hey Alex!

Here is the screen-shot: http://www.sendspace.com/file/azf9n3

Mine just says "Update BitDefender Antispyware"

Help me pls because it's so annoying!

And all of these doesnt help me beacause "supporttool.exe /vsservtrace on" doesn't exist.

Unknown

Hello Gbk97,

Please try to follow the steps below and let me know if the issue still persist:

1. Right click on the BitDefender icon on the system tray next to your computer's clock.

2. Choose 'Update Now'

3. In the new window wait for the update to be downloaded and installed.

4. Restart the computer and see if the issue still replicates.

Looking forward to your answer!