Bad Update Or....? - Solution Here: Http://forum.bitdefender.com/index.php?showtopic=18789

Unknown

Just registered myself on here to report that I too am nursing a dying puter, no programs working, except firefox luckily, wasn't til I came online and searched FakeAlert 5 that I realised that the thousands of instances of the bloody 'virus' were being caused by the 'protection' programme I was scannign with to figure out what was going wrong. Oh the irony!!

Running Windows 7 Home Premium 64Bit, Bitdefender Total Security 2010 and currently backing up all documents and music to external drive in preparation for a reformat if nothing is done which will save my machine. BD has deleted a load of stuff and sent a whole load of other files to quarantine where it's saying I can't restore the files because the file already exists or something. Blah, I haven't enough technical knowhow to fully understand whats happened but its clear that someone (or many someones) at BD HQ have come out top trumps in the '###### All Your Customers Off in One Fell Swoop' category.

Help! Please tell me this is fixable, i'm bored even thinking about the prospect of installing the OS again from scratch.

vitamineg

my computer seems to be working fine now but the files are still in quarintine..i'm no computer expert so why can't a restore them. its says "the file already exist". what do I do there? should I just delete them, leave them or what?

bump.

brockwilliams

28 pages is a lot to go through and half the people want to sue and the other half are stating opinion. right or wrong I don't know because BD can't get on here and tell us anything. I don't think its a lot to ask for them to inform us ever few pages or so.

jokingdude

Hey, from France actually...

I just bought BitDefender, like 3 days ago ? I was thinking like "Oh my, this thing seems to be pretty good" and everything so.... I got a meeting today and because of this Trojan fakealert 5, my computer somewhat crashed during my speech... I just lost everything and the computer I bought 2 months before for 1200$ (I wanted to keep it for a really long time) pratically gave up when this Trojan.fakealert.5 appeared.

I was so annoyed that the meeting was delayed because all the work-stuff was gone and some other people had BitDefender too, so you imagine what happened... What I did is that I actually uninstall BitDefender and did a little "restoration" of my computer.

For two hours I was like "I should'nt have bought this freaking crap... Why didn't I bought XXXXXXXX ?". Now I'm trying one the competitor of BitDefender, even if it's dangerous to change like that because you still have little bad things that stay.

I am kind of disappointed, we paid for it and we get THIS ! I would really understand if it was a small matter, but this BIG ! I really hope we'll get a little (big) something...

moguai

wait for the patch without restarting the computer.

CFleeton

DURING THE Trojan.FakeAlert.5 issue, DO NOT TURN OFF OR REBOOT YOUR COMPUTER!

I really wish I'd seen something like that before I rebooted my computer & found out my keyboard & mouse no longer work...

"Luckily" for me I only built my effected PC this week so I'll just lose a few hours reinstalling my O/S & a few updates (& triple check windows' restore function is active this time). I really pity those users who have had their work or study computers compromised leaving them facing serious financial or academic setbacks.

I can't imagine any IT Security company facing a bigger crisis than what Bitdefender is going to face as the impact of this bug spreads & becomes widely known. I expect Bitdefender's market share, if not their very existence as a company, are going to depend a great deal on the decisions made in the next few hours.

I'm glad bitdefender staff have made some effort to respond to this thread.

I'm very disappointed that there is (currently) NOTHING on the Bitdefender homepage pointing users who are only just becoming aware of a problem towards solutions that will minimize the harm they are about to experience.

After 3-4 years happily using Bitdefender I can forgive a mistake, but I sure as ###### won't be renewing my Bitdefender license again if some seriously prominent warnings don't start showing up awfully soon, on the Bitdefender homepage, in registered users' email inboxes.

The damage is done. Time for serious damage control or the last vestiges of trust that people like me have in Bitdefender are going to evaporate.

lilmojouk

Still at least everyone will know how to spell 'Quarantine' correctly by the end of the day!

fablespinner

Well, I just got done going through my entire list of quarantined files and trying to Restore them. Some were successful, most weren't. The ones that weren't successful are mostly BitDefender files, and some Windows files. It complains that there's a file with the same name already there. But what's weird is...it complains there's a file already there, but then if you "x" out of the window, another window pops up saying it cannot find the path to the directory. How can it find a duplicate file there without also finding the path to the directory to that file?

At this point, however, I'm afraid to apply an update or reboot for fear of screwing up things even more.

I tried going to that URL that L.O.D. posted, but they don't list any kind of version or date information on the 64-bit .EXE file, so how are we supposed to know when they update it?

BitDefender's lack of response on this issue is very disappointing. They don't have any kind of information on the front page of their website, even thought this is a major outage with their product. They don't have anything in their KnowledgeBase, either. And so far, the only people posting anything remotely of use are L.O.D. and other users. The only thing I've seen so far from official BitDefender people here on the forums has been a half-assed apology and no real solutions.

Very disappointing.

I cannot restore *ANY* it's telling me it can find source folder, I browse, I find it just find select it... BD tells me it can't find source file, and just cycles pointlessly. *sigh* So now I've stopped the problem from getting worse, disabled the anti-vrus real time, got about 100 files being held hostage in quarantine by BD I cannot restore at all.

Nice BD, you win the screw-up of the year for the century.

hamann

dont`t reboot the system and try to stop the real time av scanning.

disable the realtime protection permanently

rebooted

windows repair any files that were quarantine

after boot-BD update

Now everything is OK

quarantine files I delete all

not2happy

Here is my sample everything has failed and last I check at 5pm I had over 14,000 viruses on 1 pc, my other 1 has over 16,880 viruses, and my laptop its frozen, while my other 3pc's have crashed completely.

C:\Windows\SysWOW64\aaclient.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\accessibilitycpl.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\admparse.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\adsldpc.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\adsm###t.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\adtschema.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\AdvancedInstallers\cmiv2.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\advapi32.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\advpack.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\amcompat.tlb Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\apds.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\apphelp.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\Apphlpdm.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\appwiz.cpl Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\ar-SA\msimsg.dll.mui Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\ar-SA\oleaccrc.dll.mui Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\ar-SA\UIAutomationCore.dll.mui Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\ARP.EXE Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\atl.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\atmfd.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\atmlib.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\audiodg.exe Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\AudioEng.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\AUDIOKSE.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\AudioSes.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\authui.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\authz.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\autochk.exe Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\autoconv.exe Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\autofmt.exe Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\autoplay.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\AuxiliaryDisplayCpl.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\avifil32.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\azroles.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\basecsp.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\bcrypt.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\bg-BG\msimsg.dll.mui Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\bg-BG\oleaccrc.dll.mui Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\bg-BG\UIAutomationCore.dll.mui Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\blackbox.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\browseui.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\bthprops.cpl Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\bthudtask.exe Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\ca-ES\msimsg.dll.mui Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\certcli.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\CertEnroll.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\CertEnrollUI.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\certmgr.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\certreq.exe Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\certutil.exe Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\chajei.ime Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\chsbrkr.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\chtbrkr.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\CHxReadingStringIME.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\cintlgnt.ime Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\cipher.exe Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\cmdial32.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\cmmon32.exe Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\comdlg32.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\comsvcs.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\comuid.dll Trojan.FakeAlert.5 Move to Quarantine Failed

C:\Windows\SysWOW64\config\systemprofile\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\15\58fb3e0f-4b4412be=]decora-d3d.dll Trojan.FakeAlert.5 Disinfect Failed

C:\Windows\SysWOW64\config\systemprofile\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\15\58fb3e0f-4b4412be=]decora-sse.dll Trojan.FakeAlert.5 Disinfect Failed

C:\Windows\SysWOW64\config\systemprofile\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\15\58fb3e0f-4b4412be=]jmc.dll Trojan.FakeAlert.5 Disinfect Failed

C:\Windows\SysWOW64\config\systemprofile\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\15\58fb3e0f-4b4412be=]msvcp71.dll Trojan.FakeAlert.5 Disinfect Failed

C:\Windows\SysWOW64\config\systemprofile\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\15\58fb3e0f-4b4412be=]msvcr71.dll Trojan.FakeAlert.5 Disinfect Failed

C:\Windows\SysWOW64\config\systemprofile\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\17\6d0ad391-5a7957fb=]decora-d3d.dll Trojan.FakeAlert.5 Disinfect Failed

C:\Windows\SysWOW64\config\systemprofile\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\17\6d0ad391-5a7957fb=]decora-sse.dll Trojan.FakeAlert.5 Disinfect Failed

C:\Windows\SysWOW64\config\systemprofile\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\21\14e5d595-1d15cb84=]decora-d3d.dll Trojan.FakeAlert.5 Disinfect Failed

C:\Windows\SysWOW64\config\systemprofile\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\21\14e5d595-1d15cb84=]decora-sse.dll Trojan.FakeAlert.5 Disinfect Failed

C:\Windows\SysWOW64\config\systemprofile\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\21\14e5d595-1d15cb84=]jmc.dll Trojan.FakeAlert.5 Disinfect Failed

C:\Windows\SysWOW64\config\systemprofile\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\21\14e5d595-1d15cb84=]msvcp71.dll Trojan.FakeAlert.5 Disinfect Failed

C:\Windows\SysWOW64\config\systemprofile\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\21\14e5d595-1d15cb84=]msvcr71.dll Trojan.FakeAlert.5 Disinfect Failed

C:\Windows\SysWOW64\config\systemprofile\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\45\4f710eed-5c3c1407=]gluegen-rt.dll Trojan.FakeAlert.5 Disinfect Failed

C:\Windows\SysWOW64\config\systemprofile\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\45\4f710eed-5cfb6a9d=]gluegen-rt.dll Trojan.FakeAlert.5 Disinfect Failed

C:\Windows\SysWOW64\config\systemprofile\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\54\1a209876-2b99f15e=]jmc.dll Trojan.FakeAlert.5 Disinfect Failed

C:\Windows\SysWOW64\config\systemprofile\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\54\1a209876-2b99f15e=]msvcp71.dll Trojan.FakeAlert.5 Disinfect Failed

C:\Windows\SysWOW64\config\systemprofile\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\54\1a209876-2b99f15e=]msvcr71.dll Trojan.FakeAlert.5 Disinfect Failed

C:\Windows\SysWOW64\config\systemprofile\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\62\6baea4fe-23d088c1=]jogl.dll Trojan.FakeAlert.5 Disinfect Failed

C:\Windows\SysWOW64\config\systemprofile\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\62\6baea4fe-23d088c1=]jogl_awt.dll Trojan.FakeAlert.5 Disinfect Failed

C:\Windows\SysWOW64\config\systemprofile\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\62\6baea4fe-23d088c1=]jogl_cg.dll Trojan.FakeAlert.5 Disinfect Failed

C:\Windows\SysWOW64\conime.exe Trojan.FakeAlert.5 Move to Quarantine Failed

dannnyy

You make it sound way easier than it is.Some people are reporting over 10K files have been quarantined.Then, there's the issue with unable to locate file path and File already exist.

My home computer only had a few quarantined items. When I read about the problem I changed from Disinfect->Move to quarantine in Disinfect->Deny. It's better in my opinion.

I know that the problem is bigger that I wrote. Let's hope that the problem will be fixed soon.

moguai

Off to buy Nod32, #### BD

no one can promise you that this kind of problem won`t appear again when using NOD32.so i suggest not to do that because an issue like this one will never ever happen again using BD.

Kukulcan

bump.

Windows probably repaired itself after a reboot so it already restored the files Bitdefender moved to quarantine. So now Bitdefender isnt able to restore them because Windows wont let BD replace files that are needed for windows. But that should be no problem.

subexpression

The marketing page

http://www.bitdefender.com/2010/en/2/compare.html

Says, "BitDefender has more features than other anti-virus packages."

Yeah, like Operating System Removal " />

JB.

I have this problem now, I am on a tight deadline and need this fixing now.

I can not update as BD tells me there is a scan in progress even though I have deactivated the real time scan.

I have tried closing all BD processes in Task Manager but I am refused permission!... It is my personal computer and I am the admin!

Please direct me to your team's support page for this major issue.

Thanks in advance

jkelley32

If your work computer is running x64 windows update your bitdefender.

If you had some files quarantined with the name Trojan.Fake.Alert.5 restore them.

If you see Engine version 7.30856 in the update page you are ok, the false positive was fixed.

For the quarantine restore problem, if you restart your computer, wait for a patch.

i'm still stuck on 7.30848 using the built in update and downloading them off the website, how are some people getting the xx56 and some aren't?

Pokke

I could not restart, not even in safe mode. Repair... My dvd-drive would not open (hardware problem not related). Was able to reboot but could not repair. Or at least, that's the message I got.

I decided to restart again and was lucky... I was able to start, able to backup my data and now I'm afraid to restart BitDefender. I did the update but I have the 484 version, nothing with a 5 in it as mentioned several pages above.

Just wanted you to know, there might be hope even if you cannot reboot in safe mode...

(still crossing my fingers, hoping that it continues to work fine)

Sinister

I really wish I'd seen something like that before I rebooted my computer & found out my keyboard & mouse no longer work...

"Luckily" for me I only built my effected PC this week so I'll just lose a few hours reinstalling my O/S & a few updates (& triple check windows' restore function is active this time). I really pity those users who have had their work or study computers compromised leaving them facing serious financial or academic setbacks.

I can't imagine any IT Security company facing a bigger crisis than what Bitdefender is going to face as the impact of this bug spreads & becomes widely known. I expect Bitdefender's market share, if not their very existence as a company, are going to depend a great deal on the decisions made in the next few hours.

I'm glad bitdefender staff have made some effort to respond to this thread.

I'm very disappointed that there is (currently) NOTHING on the Bitdefender homepage pointing users who are only just becoming aware of a problem towards solutions that will minimize the harm they are about to experience.

After 3-4 years happily using Bitdefender I can forgive a mistake, but I sure as ###### won't be renewing my Bitdefender license again if some seriously prominent warnings don't start showing up awfully soon, on the Bitdefender homepage, in registered users' email inboxes.

The damage is done. Time for serious damage control or the last vestiges of trust that people like me have in Bitdefender are going to evaporate.

AGAIN --- BD ---- GET THE WORD OUT ---- AT LEAST ATTEMPT TO LIMIT THE DAMAGE.

timbreblue

This thing has changed my user password so I can't get into Windows 7 at all. I've tried rebooting to safe mode (f8 from cold start) but it still goes straight to the password sign in. Anyone else have this happen? Yes, I am using the correct password and no, my capslock is not on. Suggestions?

enoch0o

I think some type of proper explanation and apology from BitDefender is in order.How they let one update do such massive damage to so many PC's and with noone even bothering to give support or even A STICKY IN FORUMS.HEELLLOOOOO?!

moguai

I have this problem now, I am on a tight deadline and need this fixing now.

I can not update as BD tells me there is a scan in progress even though I have deactivated the real time scan.

I have tried closing all BD processes in Task Manager but I am refused permission!... It is my personal computer and I am the admin!

Please direct me to your team's support page for this major issue.

Thanks in advance

ok: download the latest update from the site, the link is posted upstairs check if the new upadte version was added (also posted upstairs) then open quarantine, restore all you`re items then reboot.

taladas

Hi all,

I just finished speaking to BD Tech Support about 20 minutes ago. For people who's BD is still running, you can use the WEEKLY.EXE to fix the problem IF the Updater is not running. If BD is no longer running, you have to wait for them to release a patch which will take care of everything: update the virus defs as necessary AND remove from Quarantine any files which are not supposed to be there. I wasn't able to get an exact ETA for this, but the guy said an hour or so... just wait and be patient.

And to all the ****** who want a refund or want to sue or whatever other BS, PUH-LEEEASE!! In most (if not all) cases, you screwed your system up yourself (because you dind't bother to read up on the problem or contact BD for assistance) by restoring, uninstalling BD and so on. Yes, this is a nuisance and we all wasted a few hours on the problem, but remember that NOTHING was actually deleted from your hard drive unless you were dumb enough to delete it yourself with a reformat or whatever. As so many other people on here have stated, ALL other anti-whatever utilities out there CAN, and HAVE, suffer(ed) from problems like this once in a while.

I'm not defending BD--yes, I too had better things to do today. But this was a mistake (admittedly, a serious mistake) and everyone makes them once in a while. I mean look at Microsoft: no one threatened them with a class action lawsuit for pretty much FORCING many people to use Vista, am I right?

RELAX!

randy1617

so i thought i could restart my computer after restoring most of the files and updating software, but now windows is hardly working, none of my programs are loading including bitdefender. I have to say with this problem and the one that occurred a couple months ago when windows 7 came out that i'm done with bitdefender and am in the process of getting a refund and moving to another product. I suggest everyone else do the same before there is another problem down the road. It is unacceptable that the forum is the only place to find any information about this, bitdefender is slacking.

ianinfrance

wait for the patch without restarting the computer.

Yeah sure. Bit late for that now.

I've had the same problem as everyone else. Win 7 professional 64 and BD 2010 which gave false quarantines after an update. Now, to enable myself to check up on this I booted into Ubuntu, only to find that BD itself was the culprit. However, when trying to boot back into Windows (repair mode), I got a blue screen saying that my system was screwed, and which started "repairing" my disk. So I stopped that quickly, and am now running Linux.

I would like to know how I'm supposed to reboot windows 7

I'd also like to know why the main BD entry listing virus attacks doesn't mention this at all.

ATB

Isan

lpakosh

Hi everybody. Quick question here. My laptop was the first in our house to be hit. I had the whole Trojan stuff and all sorts of files were quarantined. It got to the point that we had the black screen of death where Windows wouldn't even start. Windows did a start up repair that took almost an hour but eventually I was able to get back online and was able to update my bitdefender with the update. Now here is my question. Everything is working perfectly. No more popups, I can get into anything. There are still a boatload of files in my quarantine section. Should I wait and hopefully they will be fixed with another update? I am truly scared to turn this computer off as now the hubby's desktop is affected and cannot update at all.

dannnyy

I have this problem now, I am on a tight deadline and need this fixing now.

I can not update as BD tells me there is a scan in progress even though I have deactivated the real time scan.

I have tried closing all BD processes in Task Manager but I am refused permission!... It is my personal computer and I am the admin!

Please direct me to your team's support page for this major issue.

Thanks in advance

"I can not update as BD tells me there is a scan in progress even though I have deactivated the real time scan."

Maybe you have an on-demand scan.

Check the Antivirus->Virus Scan page.

shadowx360

I'm not getting the xx56 either, still stuck at 7.30848. This is total BS, the most popular thread here is one that is caused by a GROSS oversight. This shows that you do not test your updates at all, anyone testing it on an x64 computer would have seen those problems. Been with BD for three years, you can count me with Kaspersky or NOD32 next renewal if I don't get compensation for this.

Oh, and brilliant idea, use system restore. Except a virus (that BD couldn't detect) was able to turn it off months ago, and there is no way to reenable it without reinstalling Windows. Alright, time to check out Kasperky's deals.

johhnywave

I think messing up is one thing and errors are human, etc, etc.

Not informing/warning your customers (I just checked again to be totally sure) about this is very very bad. NO email threat alert, NOTHING on website homepage, NOTHING on website period.

There is this button in BD, 'Show Bitdefender News (Security related notifications)'. Why is it even there?

This is what really bothers me. It's almost as they are trying to sweep a couch underneath a rug and hope no one notices.

I've read through all these pages and many of the mistakes people have committed would have been avoided if the bitdefender people would spread the word on what to do; and most importantly, what not to do.

yoshifumu

Yer, manual update doesn't work, says 'theres a problem with windows installer package. a program run as part of the setup did not finish as expected. contact your support personnel or package vendor'

repairing doesn't work either because a file is missing or something...

what to do?

panic_atk

Just want to say for the record, "NO I DO NOT WORK FOR BD."

I too am running WIN7 w/ BD IS 2010 and experienced all the mayhem as well. I was just reading through all this after I fixed my system myself (still haven't received the new update) and noticed that everyone is isolating this to WIN7 x64 and BD 2010. I'm sorry to say this but my other laptop received the trojan.fakealert.5 and it is running WIN XP PRO with the free PCTOOLS AV. It is not isolated to just BD so let's back off of them. I saw this same F/P Trojan on my other laptop and when running the proper scans it came up negative for any infections. I'm lucky to know something about computer systems and just want to share my experience with this virus with everyone on here.

Anyone interested in "I survived the trojan.fakealert.5" T-shirts?

zbornaja

Ok i cannot get into win7, not even in safe mode (all is see is black screen and working mouse pointer)...

Can i do anything from command prompt as this is the only thing i can get to...Otherwise i will have to install again...

KeroKero

I've just made an account for this.

I have vista, I have BD 2009 and I have the same problem >.>

Can't download the update from the link, if I try, Firefox just gets stuck.

any ideas?

vitamineg

I really wish I'd seen something like that before I rebooted my computer & found out my keyboard & mouse no longer work...

"Luckily" for me I only built my effected PC this week so I'll just lose a few hours reinstalling my O/S & a few updates (& triple check windows' restore function is active this time). I really pity those users who have had their work or study computers compromised leaving them facing serious financial or academic setbacks.

I can't imagine any IT Security company facing a bigger crisis than what Bitdefender is going to face as the impact of this bug spreads & becomes widely known. I expect Bitdefender's market share, if not their very existence as a company, are going to depend a great deal on the decisions made in the next few hours.

I'm glad bitdefender staff have made some effort to respond to this thread.

I'm very disappointed that there is (currently) NOTHING on the Bitdefender homepage pointing users who are only just becoming aware of a problem towards solutions that will minimize the harm they are about to experience.

After 3-4 years happily using Bitdefender I can forgive a mistake, but I sure as ###### won't be renewing my Bitdefender license again if some seriously prominent warnings don't start showing up awfully soon, on the Bitdefender homepage, in registered users' email inboxes.

The damage is done. Time for serious damage control or the last vestiges of trust that people like me have in Bitdefender are going to evaporate.

BUMP

Kukulcan

And to all the ****** who want a refund or want to sue or whatever other BS, PUH-LEEEASE!! In most (if not all) cases, you screwed your system up yourself (because you dind't bother to read up on the problem or contact BD for assistance) by restoring, uninstalling BD and so on. Yes, this is a nuisance and we all wasted a few hours on the problem, but remember that NOTHING was actually deleted from your hard drive unless you were dumb enough to delete it yourself with a reformat or whatever. As so many other people on here have stated, ALL other anti-whatever utilities out there CAN, and HAVE, suffer(ed) from problems like this once in a while.

Wow, can you be an any more ######-holy? So you are lucky and your system wasn't screwed? Great, wish I could send you virus and fix that. So it is stupid to use an option BD offers? Great! Stupid if you are no computer freak and dont have DMA access to BD Support on a saturday?

sasha

There are so many pages on this post, so here's once more:

First of all, I must say that this is good bye to BitDefender from me.

Secondly, this is how I fixed Bit Defender move to quarantine issue. On my computer it was set up to move suspicious files to quarantine, not to delete them.

Also, you will need another computer with same version of bitdefender installed and Parted Magic Live CD or something similar.

1. Locate your quarantine files and copy them to another computer (if you have dual boot, you can use another partition instead) with bit defender installed, into it's quarantine folder. If you can't access your computer (as I couldn't), use Parted Magic.

2. Now that you are on a second computer with bit defender running, use it to extract your files from quarantine to another location. Don't forget to maintain folder structure, so that you can put back every file where it belongs. This can be a lot of work, depending on how many files bitdefender moved to quarantine.

3. Run Parted Magic cd again, and use it to put your files back to their original locations. While you are in linux (parted magic) rename your bit defender folder, so that it doesn't load when you boot up your windows.

4. Boot up windows. Locate bit defender folder and rename it back to it's original name. Now you can uninstall it or fix it if bitdefender support came out with some kind of patch.

Hope this helps. I managed to fix my computer and I must add that this kind of flaw is unacceptable for a security software. So it's good bye to bitdefender from me.

p.s. I warned my friends who use bitdefender to this problem, so maybe you can do it to, just to make a bit less damage.

sammy

The same problem here on my PC: 64 bit Windows Vista (not Windows 7). Around 50 Files moved to Quarantine. Reason also: Trojan.FakeAlert.5 Now compuer crashed completely!

I ran Bitdefender scan and when it showed 50,000+ infected files I shut down the computer. I then tried to reboot it. Now it doesn't start anymore... initially it said some system32 file missing, now you just get a blank screen in any mode.

I've had problems with Bitdefender on all computers lately... 32 bit also. Last week it was missing their icon in task bar. Had to uninstall on all computers, then reinstall (security suite 2010 is what we're using). Icon still disappers after that.

I've liked Bitdefender and have used it for years. Now I'm without my main computer can't even boot it.

To Bitdefender... it's time you get your act together. I see you're mass selling now in places like Costco, etc (btw at much cheaper prices than I've paid). With all the problems you're having, a class action law suit will be in the works soon. Any lawyers out there?

So, don't you think you owe us an explanation and a fix NOW!!!!

Mirza Ghalib

So bitdefender was updated, but vsserv.exe was quarantined, so I can't load the gui. Anyone know how to restore quarantined objects without the gui?

Sinister

Hi all,

I just finished speaking to BD Tech Support about 20 minutes ago. For people who's BD is still running, you can use the WEEKLY.EXE to fix the problem IF the Updater is not running. If BD is no longer running, you have to wait for them to release a patch which will take care of everything: update the virus defs as necessary AND remove from Quarantine any files which are not supposed to be there. I wasn't able to get an exact ETA for this, but the guy said an hour or so... just wait and be patient.

And to all the ****** who want a refund or want to sue or whatever other BS, PUH-LEEEASE!! In most (if not all) cases, you screwed your system up yourself (because you dind't bother to read up on the problem or contact BD for assistance) by restoring, uninstalling BD and so on. Yes, this is a nuisance and we all wasted a few hours on the problem, but remember that NOTHING was actually deleted from your hard drive unless you were dumb enough to delete it yourself with a reformat or whatever. As so many other people on here have stated, ALL other anti-whatever utilities out there CAN, and HAVE, suffer(ed) from problems like this once in a while.

I'm not defending BD--yes, I too had better things to do today. But this was a mistake (admittedly, a serious mistake) and everyone makes them once in a while. I mean look at Microsoft: no one threatened them with a class action lawsuit for pretty much FORCING many people to use Vista, am I right?

RELAX!

Thanks taladas for sharing the info. I just wish that info was more 'push' than 'pull' from BD support. Yes I could've called them as well but something this order of magnitude should warrant an email blast, website notice, sticky post, signal flare, some sky writing....

gypsygranny

wait for the patch without restarting the computer.

I went to the Bitdefender site and according to them these are our options - -

http://www.bitdefender.com/site/KnowledgeBase/consumer/#638

No apologies or additional tech support - - no acknowledgment of the pain and stress this has caused everyone on this thread and countless others who haven't found it yet.

I guess I will wait for the class action suit.

andre1990

if nothing else, i've had a great male, non-**** bonding session with my computer this afternoon. We have learnt a lot about each other.

Thanks BD

Chimel

@Lionet

There is nothing costly in a technical support forum, it's just a matter of dedicated layout with a couple of extra buttons, it's the same user-based forum otherwise.

Updating computers separately really is for advanced users who have time to spare, 99% choose the transparent automatic update. Even at the worst possible scenario, the few hours spent reinstalling Windows are less than the ones spent updating manually.

And same thing about the automatic deletion of infected files, most users don't tweak their default settings (set to quarantine), only one or two posters in this thread have done so (and I read it all). It's BD itself that deleted all files by moving them to quarantine.

scooter00

Hi all,

I just finished speaking to BD Tech Support about 20 minutes ago. For people who's BD is still running, you can use the WEEKLY.EXE to fix the problem IF the Updater is not running. If BD is no longer running, you have to wait for them to release a patch which will take care of everything: update the virus defs as necessary AND remove from Quarantine any files which are not supposed to be there. I wasn't able to get an exact ETA for this, but the guy said an hour or so... just wait and be patient.

And to all the ****** who want a refund or want to sue or whatever other BS, PUH-LEEEASE!! In most (if not all) cases, you screwed your system up yourself (because you dind't bother to read up on the problem or contact BD for assistance) by restoring, uninstalling BD and so on. Yes, this is a nuisance and we all wasted a few hours on the problem, but remember that NOTHING was actually deleted from your hard drive unless you were dumb enough to delete it yourself with a reformat or whatever. As so many other people on here have stated, ALL other anti-whatever utilities out there CAN, and HAVE, suffer(ed) from problems like this once in a while.

I'm not defending BD--yes, I too had better things to do today. But this was a mistake (admittedly, a serious mistake) and everyone makes them once in a while. I mean look at Microsoft: no one threatened them with a class action lawsuit for pretty much FORCING many people to use Vista, am I right?

RELAX!

Your the idiot, people like me could not open anything or access the internet explorer due to the (virus) soooo ,Everyone doesnt own 2-3 computers to access internet.So u can put your foot in your mouth TY

lilmojouk

As it appears that no refund will be available to anyone, I encourage all of you to send all of the files to BD to 'analyse' overnight and give that braindead techie who couldn't be bothered to check the update a week-long backlog of work!

Who's with me?

juvesteve

Apologies if this has already been covered, but I am unable to download the update. Whenever I right-click and save or click 'run' the update link, nothing happens.

I'm pretty much in the same boat as everyone else here... nothing working.

Noob here, so if anyone could provide a step-by-step guide, I'd be extremely grateful.

shadowx360

Just want to say for the record, "NO I DO NOT WORK FOR BD."

I too am running WIN7 w/ BD IS 2010 and experienced all the mayhem as well. I was just reading through all this after I fixed my system myself (still haven't received the new update) and noticed that everyone is isolating this to WIN7 x64 and BD 2010. I'm sorry to say this but my other laptop received the trojan.fakealert.5 and it is running WIN XP PRO with the free PCTOOLS AV. It is not isolated to just BD so let's back off of them. I saw this same F/P Trojan on my other laptop and when running the proper scans it came up negative for any infections. I'm lucky to know something about computer systems and just want to share my experience with this virus with everyone on here.

Anyone interested in "I survived the trojan.fakealert.5" T-shirts?

That's with some third rate, crappy antivirus that no one really uses. This is Bitdefender, most consider it on the same scale as Kaspersky and NOD32. This is outrageous, why would you not even bother checking your own updates and see if they are buggy?

dannnyy

This thing has changed my user password so I can't get into Windows 7 at all. I've tried rebooting to safe mode (f8 from cold start) but it still goes straight to the password sign in. Anyone else have this happen? Yes, I am using the correct password and no, my capslock is not on. Suggestions?

I had the same problem. This is because bitdefender deny some how the windows access to some dll files.

With the correct update the problem is resolved.

If you reboot your computer ,try using safe mode with cmd line , rename your bitdefender directory, so the services will not start.

If your problem happens for the first time, read the forum and don't restart the computer.

Snacko

I wish they would just START a LOCKED thread that we can WATCH for UPDATES from the DEVS!

Just so they can keep us updated OFFICALLY if the fix is out, or this new 'version' is the correct one or not. I don't know if a FIX is OUT or not, or What Version I am supposed to have???

And this thread is not helping.. There may or may not be some fixes mixed in with all the threats and complaining, I don't know....

moguai

Apologies if this has already been covered, but I am unable to download the update. Whenever I right-click and save or click 'run' the update link, nothing happens.

I'm pretty much in the same boat as everyone else here... nothing working.

Noob here, so if anyone could provide a step-by-step guide, I'd be extremely grateful.

try to stop first the real tiem scanning.

download the update from another machine and save it on a usb stick or cd/dvd/ and then run it on the infected machine.

yiata

...

And to all the ****** who want a refund or want to sue or whatever other BS, PUH-LEEEASE!! In most (if not all) cases, you screwed your system up yourself (because you dind't bother to read up on the problem or contact BD for assistance) by restoring, uninstalling BD and so on. Yes, this is a nuisance and we all wasted a few hours on the problem, but remember that NOTHING was actually deleted from your hard drive unless you were dumb enough to delete it yourself with a reformat or whatever. As so many other people on here have stated, ALL other anti-whatever utilities out there CAN, and HAVE, suffer(ed) from problems like this once in a while.

RELAX!

Umm...no. When someone sees an Antivirus program report that they have files infected with a virus then they will allow the program to do what it will with the file. They will not call support - why should they? - they program is doing what it is supposedly designed to do. When the program hoses not only the OS but also itself then do some of us will naturally try to do a restore since WE DIDN'T KNOW THAT IT WASN'T A VIRUS BUT THE AV PROGRAM ITSELF. Did you get an email from BD stating such? Did BD post anything on their website or support site? NO!

So stop trying to defend BD by putting down users who weren't as lucky as you. Not all of us are tech gurus. We use our computers to get work done and don't have enough time in the day to babysit every program that we have installed.

taladas

Yer, manual update doesn't work, says 'theres a problem with windows installer package. a program run as part of the setup did not finish as expected. contact your support personnel or package vendor'

repairing doesn't work either because a file is missing or something...

what to do?

Wait for the patch which should be arriving shortly. It will fix everything, remove from Quarantine everything that doesn't need to be there, and generally get your system back up and running. WEEKLY.EXE will NOT fix the problem if BD is no longer able to start properly.