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

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  • Hi,


    I would like a response to my previous posts by a Bitdefender rep. I described the errors I have with one pc. I have another pc affected by the same issue, this one does absolutely nothing, doesn't start into safe mode or anything, not even after running the rescue cd. I would like to know how to fix these.


    Also if the forums are the wrong place to expect some kind of support could anyone point me in the right direction. I'm located in The Netherlands.


    Chris

  • even if i installed it on 23rd march after re-install windows but no success. The problem hasn't been solved

  • Wow 82 pages, that's phenomenal.


    Bit Defender has sent me an email explaining a few things about "the incident" but there's no sign of a "sorry". They have given me another 6 month extension to my license though. That's nice but I'm still moving on when it's up.


    I have one seemingly permanent scar from this issue and that is Vistas Programs and Features in Control Panel no longer works. There are many entries in there, games mostly, most of the icons have been given generic system ones and I can't uninstall any of the programs here. I've had to use a program called Ccleaner to uninstall software from my PC since Programs and Features no longer works. I think it could be that the first file to be quarantined on Dooms Day was unwise.exe. Though system restore put everything back something is not quite right, and what else will rear it's ugly head further down the line?


    I am now having to prepare a re-install of Windows after a great deal of backing up. But I'm not putting Vista back on as I have now bought Windows 7 Ultimate 64 bit, which I had planned to do when I next had to re-install my PC; I just never expected to do that so soon. I'm probably opening myself up to a whole new world of pain with Win 7 and Bit Defender. In my experience Bit Defender '08, '09 and '10 have never truly worked 100% of the time. Like now for example the scan activity bar never comes back after shutting down and re-booting but I'm used to that, it's one of BD's little quirks.

  • Ok, well I'm back after all this time.


    So I've had a few issues ever since this all went down. Most of which, have been resolved but now I'm dealing with a new issue from the aftermath of all this that, I hope, doesn't force me to have to reinstall Windows 7 all over again. @[email protected]


    I thought that my computer was infected with a virus that was sending out e-mails to my contacts. I later found out that it was my laptop which was unaffected by the update bomb from Bitdefender but this was after I had tried to run a virus scan with BitDefender. Despite the 2 patches (the old one and the more recent one,) I was unable to even start a Virus scan. Bitdefender couldn't do it anymore.


    My comp hasn't exactly been at 100% ever since Bitdefender messed it up but for the most part, you couldn't tell, that is, until today when I decided that since Bitdefender was still damaged (as the Virus Shield wasn't the only thing that wasn't fixed,) I decided to reinstall it which took longer than i should have because apparently, Bitdefender had also done damage to the system permissions within the system registry itself. I had to fix the permissions for my comp to write a registry entry where Bitdefender was trying to write just for the installation to complete.


    After I completed the re-installation, Bitdefender failed to open. 'The program could not be started properly.'


    After a 2nd reinstallation attempt and a failure to open the program again, I decided to just use System Restore and go back to BEFORE I uninstalled BitDefender, but unfortunately, System Restore no longer works. I've tried it both in & out of safe mode and I get the same error:


    "An unspecified error occured during System Restore. (0x8000ffff)"


    So now, I can't even use System Restore to fix my computer anymore NOR can I reinstall Bitdefender.


    My only possible hope now is that the Windows 7 OS CD has a repair function in boot mode (just like the Windows XP OS discs) that'll allow me to repair whatever other system files need to be repaired that weren't restored from quarantine & weren't repaired from the Startup repair and that, hopefully, that'll solve the issue IF it doesn't, I'll have to format my Windows 7 boot drive and reinstall the OS from scratch JUST to get my security working again.

  • Demoblaster, Win7 has a startup repair feature on the cd.


    I think there are a couple other repair options as well.

  • To everyone in here who still has problems. There is a chat option available just go to bitdefender.com and click "my bitdefender" in the top right, sign in, go to "my support," click "contact customer care" and choose "chat" in the "other contact options." They can help.


    Cheers,


    Chris

  • Demoblaster, I think I had the exact same registry problem. I thought I was clear form the mess but when I tried to install a program, right at the end during the registry writing I got a fatal registry error that resulted in my first even win7 blue screen crash. My windows restore wasn't working, but it DID work when I did it from the win7 CD boot! Now i'm hoping everything is back to normal. I will try a reinstall perhaps tomorrow. Time to sleep now.

  • @D_May, no sign of a "sorry"? Come on, they wrote: "We regret that we put you through this inconvenient experience" in that email.

  • @D_May, no sign of a "sorry"? Come on, they wrote: "We regret that we put you through this inconvenient experience" in that email.


    Yeah, they "regret" not they're "sorry", means two completely different things. Which sounds better:


    "We regret that we put you through this inconvenient experience".


    Or


    "We are sorry that we put you through this inconvenient experience".

  • well the patch finally installed without any error messages, but still can't update if I try to update the update window jut sits there doing nothing, and then a windows warning popped up saying the updater had stopped working.


    Now if I try to update the updater just sits there doing nothing and I get this warning:


    BitDefender Wizard Registration has stopped working


    A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available


    I am using Vista 64 professional, and BitDefender Game Safe.


    The customer service rep through email doesn't read what I tell him and keeps linking me to the same page over and pver again no matter how many times I tell him i have already done that. Is there still no patch for Game Safe out? or what the email told me to use the patch when it 1st came out, and then some one on here told me there wasn't a patch for Game Safe yet. My computer boot_s fine, with 1 error message. I am really getting frustrated about this. this has been almost a week and I keep getting told different things by different people.

  • Many companies that sublicensed the antivirus engine from BitDefender are pretty mad: Acronis, BullGuard, the already mentioned Shield Deluxe and others listed on http://www.bitdefender.com/site/view/strat...ationships.html.


    Their customers experienced a longer support reaction from their security suite editors, showing that it's better to stick with the original editor for better support, even if it seemed to come late.

  • edited March 2010

    stuGrimson: Please try to go to Start -> run -> type sfc /scannow and hit Enter. Use the Windows CD when required.


    gokhanT: Unfortunately, if you deleted the Quarantine folder the Rescue Cd will not be able to restore the files. Have you tried a System Restore?

  • edited March 2010

    _chris_: In order to replace the missing dll files please go to Start -> Search -> type sfc /scannow -> hit Enter -> use the Windows d when required.


    Regarding the empty xml file, we are currently investigating this situation. This is probably the reason why you were not able to use the patch or the Rescue CD.


    @everyone: here is the direct link for Live Assistance

  • brian_mathew: Please right click on the BitDefender icon from the system tray and click on Update now.


    If the update process does not complete successfully please restart the computer in Safe Mode. Go to Start -> Search -> type services.msc and hit Enter. In th Services window double click on the BitDefender Virus Shield entry and set the Start up type to Disabled. Run the patch again in Safemode.

  • edited March 2010

    svbk: We inform you that the faulty update signature is no longer on our servers. Therefore, we kindly invite you to reinstall BitDefender.


    Please make sure you are using our uninstall tool in order to remove the previous version.

  • edited March 2010

    D May: We sincerely apologize for this situation and we are very sorry that we put you through this inconvenient experience. As per the Scan Activity bar, we are aware of this displaying issue and we will try to solve it in the shortest time possible. Meanwhile, please be so kind as to follow the steps from this post.


    Please let us know if you have any questions about the security of your system.

  • Demoblaster:


    Please try to use the System Restore option in Safe Mode.


    You can also use the Windows CD in order to repair the operating system as follows:


    - in Normal mode please go to Start -> type in the Search box sfc /scannow and hit Enter. Use the CD when required


    - follow the steps from this KB article in order to launch Startup Repair using the CD


    Also, before you reinstall BitDefender please make sure you are using our uninstall tool in order to remove all the remaining files, folders and registry keys.

  • chrisjargan: The patch will not be able to restore the Windows files which were already restored by the operating system. Therefore, please open BitDefender, go to the Quarantine list and check if the files listed there already exists in your computer.


    If they are, please go to Start -> All programs -> BitDefender 2008 -> Repair or Remove -> use the Repair function.

  • _chris_: Please tell me, have you tried to restore your system to a previous date, earlier than 20.03.2010?

  • chrisjargan: The patch will not be able to restore the Windows files which were already restored by the operating system. Therefore, please open BitDefender, go to the Quarantine list and check if the files listed there already exists in your computer.


    If they are, please go to Start -> All programs -> BitDefender 2008 -> Repair or Remove -> use the Repair function.


    When I run the repair or uninstall program the repair option is greyed out and cannot be chosen. Also the files still in quarantine aren't system files, there are some Adobe extensions that don't work and I get errors when starting PS, also the ATI control panel is missing the dll for auto-start, the ATI file is no big deal, the Photo shop ones are.

  • When I run the repair or uninstall program the repair option is greyed out and cannot be chosen. Also the files still in quarantine aren't system files, there are some Adobe extensions that don't work and I get errors when starting PS, also the ATI control panel is missing the dll for auto-start, t Photohe ATI file is no big deal, the shop ones are.


    Hi Chris,


    I have read your case posted on this topic and, if it's Ok with you, would like to ask you few questions in order to best assist you on this matter.


    Considering the above please provide me with the following info:


    - what OS (operating system) are you using ?


    - please define: "also the ATI control panel is missing the dll for auto-start" - name of the DLL file ?


    - what error you get when you try to start Photoshop ?


    - any OS error messages ?

  • Hi Chris,


    I have read your case posted on this topic and, if it's Ok with you, would like to ask you few questions in order to best assist you on this matter.


    Considering the above please provide me with the following info:


    - what OS (operating system) are you using ?


    - please define: "also the ATI control panel is missing the dll for auto-start" - name of the DLL file ?


    - what error you get when you try to start Photoshop ?


    - any OS error messages ?


    I am using windows vista 64 bit


    this is the dll file that causes an error on start-up ad2amrdec.dll


    when I open photoshop I get


    This application falied to start because ad2amrdec.dll was not found. Re-installing the application may fix this problem


    it's the same driver


    I get that 6 times, I am assuming it is my extensions trying to load because I can still use photoshop


    and no i don't get any operating system errors, but I do get a


    BitDefender Wizard Registration has stopped working


    A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available


    and the windows error reporting box pops up


    my biggest problem right now is that I can not get bit defender to update it self, or repair itself, and I don't know if it is safe to turn Real-Time protection on or not.


    and I haven't been getting any help from the tech who has been contacting me through e-mail.


    I appreciate your help, I have been trying to get someone to answer me who actually reads what my problem is, and it has been incredibly frustrating.


    Sorry for taking so long to respond I was out

  • @chrisjargan, your BitDefender installation seems to be corrupt, I'd recommend:


    - Make a copy of your quarantine folder (\ProgramData\BitDefender\Desktop\Quarantine on my system)


    - Uninstall BD using their uninstall tool and reboot


    - Reinstall BD (the setup executable will download the latest correct version) and reboot


    - Restore your quarantine folder (if it contained actual dll/exe files)


    - In BD, go to Antivirus|Quarantine, check if you see this file ad2amrdec.dll


    - Select all files and press Restore


    If there are still some valid quarantined files listed (i.e. dll/exe files that are listed or present in the quarantine folder but not in their original location), you should probably use the patch BD released.


    It's normal to see files still listed and generating errors if they were already restored by the OS or BD, ignore those and focus on the ones listed and still missing. At worst, you can restore/copy manually the missing files from the application setup, although there's no telling what you may be missing apart from those that generate visible error messages. I'd just reinstall the failing apps/drivers altogether if there's only a couple.


    It's a good thing that the BD Repair feature was grayed out, as some previous users said Repair resets the quarantine list to blank.


    But certainly turn real-time protection on. Even if you still had the bad update for some reason, you will notice immediately the false positives starting again, and you can turn it off and restore the few quarantined files before it does further damage.

  • Hello all,


    You can find in this announcement a recovery guide for the False Positive - Trojan.fakealert.5.


    Please also access this link in order to read the message from the BitDefender CEO regarding FakeAlert situation.


    Please let us know if we can further assist you with anything else.


    Thank you.

  • Great! None of those solutions worked, but.. after days of lost work time and frustration I've got things running smoothly!


    It's called a CLEAN INSTALL. Thanks for nothing BD. Seriously, you can't blame me for being extremely irritated. I've used some of the wasted time hand writing letters.

  • First of all I want to say that I have been working in IT for over 25 years and have supported and worked in all aspects of PC and IT support in that time.


    I'm sorry to say that I've had enough of BitDefender. I was one of the many that got affected by the March 20th update fiasco. Except that I didn't know it was BitDefender that caused it. The first I knew was when I switched on the PC and it wouldn't boot - just a message about a corrupted .sys file. Using our second PC I trawled the internet for info on what might have caused the problem with this .sys file and ended up completely rebuilding the PC. Lucky for me I've got everything backed-up.


    I would have expected BD to send an email out to all of its registered users warning them of the problem. At least then 1) some users may have been able to prevent the problem occurring and 2) I would have picked up the email on the other PC.


    I'VE HAVE ONLY JUST DISCOVERED BD WAS THE CAUSE OF ALL THE PROBLEMS. Purely by chance on the internet.


    Of course, other products that use the BD scanning software (like Bullfrog) were also affected.


    I've had previous problems with BD 2010 (the last resulted in support telling many of us to 'not scan HTTP traffic' to stop the icon constantly going grey) and, quite frankly, I don't pay good money for a product as flaky as this. The statement from the CEO about the additional testing system and the extra steps in the testing process is great - except maybe these should have already been in place?


    And for the users that have decided to stick with the product - how about offering them a one year (or two) renewal for free?


    Anyway, as I said, I'll be switching to another product in the next few days. It's a shame because BD has many great features and could be a truly great package. But it's let down by poor quality control and ineffective support.

  • Wait, you said your PC wasn't on but as soon as you tried to boot it up, it failed?


    If that is the case, it would not have gotten the bad update in the first place.


    BD would have had to update first before anything started to happen.


    It would have also had to start scanning in realtime before anything happened.


    Something just isn't adding up with this one.

  • Im a gr8 fan of this AV system...I trust my work on it.:)


    I buy this product In market..but there was no net connection for me to use this kind of help u provided in fourm. :P


    lately I got infected with this false fake5 happenin'.


    I was using 64x windows7 and it was worst I've ever seen.:P I lost so much data and very confidential files due to this fake5 I thought update would be good so update it with my friend internet..lately i got this when I don't have online resource.. and was unable to start any of my windows7.so I lost it when I used it...this was the freakout experience for me. <_<


    but now I hope bitdefender team will test each update and then give it online in future.


    my very first line was true when I didn't get this fakealert5. So now on I will be more careful and find solution online rather then banging my head to save my data.


    My best regards for Bitdefender team who always ready for better updates.


    Tobloid.

  • Hello Tobulide,


    We regret that we put you through this inconvenient experience. As you can see in the official message from BitDefender CEO regarding FakeAlert situation we have taken some measures to make sure incidents like this never happen again.


    We have sent you an email with a compensation offer. Please reply to it and let us know if you accept it.


    Thank you.

  • Thanks Carmen Cernev for your respected reply to my post.:thanks:


    with due respect Sir I've lost my data, but whats lost is lost..I don't wanna cover it with any compensation in a positive way. but the good thing is that everyone learn from there mistakes and so do I so I backup my important data regularly now ;) ..its not even ur(bitdefender team) mistake completely. If I've read this topic at the time of destruction I would have been lucky saved.


    at last Thanks every body for there time.


    regards.


    Tobulide.

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