Activation/registration Problem

dpx008

I purchased BD today and installed it on a new computer, straight out of the box. Every single time i try to activate or register the product it tells me it cannot detect an internet connection, to connect to the internet. Funny thing is im writing this from that computer and don't have ANY internet issues with any other programs. I'm very aggravated because i just purchased this product and I don't have its full protection because it refuses to activate me..... Anyone know how to fix this?

Glen.andrews@yahoo.om

I purchased BD today and installed it on a new computer, straight out of the box. Every single time i try to activate or register the product it tells me it cannot detect an internet connection, to connect to the internet. Funny thing is im writing this from that computer and don't have ANY internet issues with any other programs. I'm very aggravated because i just purchased this product and I don't have its full protection because it refuses to activate me..... Anyone know how to fix this?

I am having the exact same problem and I also purchased this today! I purchased 3 pc license and installed on one just fine, but cannot get the 2nd one to connect. It will connect to do everything else, like updates, help and support, but not activation. " />

Unknown

Hello,

Please try the following steps and let me know if the issue persist:

- open BitDefender and disable the Firewall module in Expert View

- try to activate it

Also please mention the following information:

- what Operating System are you using

- what architecture (32bits,64bits)

- what is your Internet connection type and if you are using a proxy to connect.

- if any error message is displayed please provide me with a screenshot of that error

- what email you use when you try to activate BitDefender.

Looking forward to your answer!

dpx008

I will try what you have suggested and let you know if it works.

I am using windows 7 64 bit. I have a dsl internet connection and am not using a proxy to connect.

When i try to activate bit defender the message i get is that there is no available internet connection the my account link also doesnt work.

dpx008

The disable the firewall on BD method worked everything activated and registered properly. I find it odd that the antivirus is blocking itself from the internet... Thnaks a bunch very helpful

Unknown

Hello,

We are currently working on resolving this issue. Meanwhile, as a workaround I have written a tool to help you register and activate BitDefender. So for those of you still having the registration / activation issue (an active Internet connection not found) please reply in here and I will send you the instructions on how to use the tool and resolve the issue.

Kind regards and a great weekend !

tomaz.mlinaric@gmail.com

Hello,

We are currently working on resolving this issue. Meanwhile, as a workaround I have written a tool to help you register and activate BitDefender. So for those of you still having the registration / activation issue (an active Internet connection not found) please reply in here and I will send you the instructions on how to use the tool and resolve the issue.

Kind regards and a great weekend !

Even after disabling BitDefender Internet security 2011 firewall still gettin same error "an active Internet connection not found". Could not regiester or activate.

System: Windows 7 32

Kind regards

Tomas

Unknown

Hi,

Tomas I I have created a ticket for your request with the ID: 201008221016358. Please check your email associated with your forum account for instructions on how to resolve the issue you are facing.

Regards,

vazware

Daniel M,

I too am having the same issue. Can you send me instructions on the process? I did update from 2010 to 2011. Thanks Mike

tomaz.mlinaric@gmail.com

Hi,

Tomas I I have created a ticket for your request with the ID: 201008221016358. Please check your email associated with your forum account for instructions on how to resolve the issue you are facing.

Regards,

After applying the patch will I be able to register? What is the solution for Windows 7 x64?

Best regards

Tomas

Unknown

MMV are you having any other issues except the registration part ? Any module disabled / grayed out ? Have you used the 2010 uninstall tool before upgrading to 2011 ? I need these information to check if you need to reinstall the program or just run the patch until a fix will be released via the Updates module.

Regards,

tomaz.mlinaric@gmail.com

MMV are you having any other issues except the registration part ? Any module disabled / grayed out ? Have you used the 2010 uninstall tool before upgrading to 2011 ? I need these information to check if you need to reinstall the program or just run the patch until a fix will be released via the Updates module.

Regards,

Yes, I have used uninstal tool for bitdefender 2010 providend on http://www.bitdefender.com/uninstall,

When I want to register and activate I'm getting same error "an active Internet connection not found". Could not regiester or activate.

Regards

Tomas

Unknown

Tomas the patch I've sent you will ask you to enter an email address to register BitDefender. In other words you will use (Open) the tool in Windows safe mode, will type in your email then restart the computer as you would normally do. After restart your BitDefender will be automatically registered. Please check your email for instructions as mentioned in my last post.

marco(s)

having the registration problem to

hope you have the workaround for!

Unknown

Hi Marco,

An email was sent to your Home.nl address. Follow the steps and the registration issue will be resolved.

Regards,

M3-QTR

I'm also having the exact same problem !

Please provide me with the instructions to solve this.

TIA

polke45

I too have the same problem.

Please send me the instruction to fix this. Thank you

anitavanloock

Hi,

never had any issues registering bitdefender in the past. Used it since version 9.

Same issue here: no proxy (DSL), win 7 32-bit fresh installation. Internet works fine, but bitdefender can't seem to connect, but can update though... turning off firewall is no solution.

Please provide me with the fix or instructions too.

Isn't it possible to put this fix online to download for everyone?

Thanks!

wootes

I too am having this issue. I installed IS on my laptop fine but on my desktop it simply will not activate/register regardless of what actions I take (disabling windows/bd firewall, etc).

No proxy, DSL clearly works (using it now!), XP Pro clean install.

Thanks.

MartyMar

i cant install bit defender on my laptop it wont let me its saying that there is a problem downlaoding one of the installation files and i need to check my connection and try again. I'm, connected to the internet. But, i cant surf the internet because i think i have an infection on my computer. which is why im trying to install bit defender on it in the first place, to get rid of the infection so that i can use the internet again. i received the email on my home computer and saved the program on a usb stick and plugged it into my laptop and it wont work. is this illegal?? if so is there any other way to disinfect my laptop??

ssh8on

I had this problem also but only when I used the download link that came with the activation key e-mail. When I went to the Bitdefender website, which connected me to CNET, and downloaded BD2011 I had no registration problems at all. Now if I can just get the updater to work (it didn't work no matter where the download came from) on my Win7 PC.

vazware

Daniel M,

No I did not run the uninstall 2010 tool before upgrading to version 2011. I followed the instructions that stated it could be installed on top of 2010. When I started the 2011 install, it first uninstalled version 2010 before installing version 2011.

Mike

Glitch

Installed ok on my win7 machine but vista wont allow registration

Unknown

Hello everyone,

Before asking for the patch file please make sure you have made the following:

- If you were using an older version (2008,2009,2010) prior to the new 2011 version release make sure you uninstall the older version using THIS tool

- click on the Uninstall button and wait to be asked to restart the PC (the process may take several minutes depending on computer performance)

- after restart make sure that there are no files left from the previous installation. Just to stay on the safe side I would recommend you running a Windows Registry cleaner such as CCleaner or Argente

- restart the PC again

Download the file for the product and computer architecture you are using. You can find listed all links for all our products HERE

Also please make sure you uninstall ANY other security solutions you may have installed that can conflict with BitDefender.

I haven't answer all your queries yet. Those of you performing the above steps and still having registration issues please let me know and I'll send you the patch ASAP.

Kind regards,

Unknown

Hello,

MMV: I would recommend you to follow the steps in the above post and the issue should not reproduce anymore.

ssh8on: I believe that the update issue you encounter is taken care of on another topic. Please correct me if I am wrong.

TachPrincess: I will create you a ticket and escalate it to the respectful department. My colleagues from the Malware team will assist you further.

Regards,

bf24ever

Done all above still no luck. Still no working registration.

Unknown

Hi bf24ever,

Email sent. Follow the instructions, register BitDefender and let me know if the issue persist.

Regards,

bf24ever

Hi bf24ever,

Email sent. Follow the instructions, register BitDefender and let me know if the issue persist.

Regards,

Got no mail. Please resend.

Unknown

Give it few moments to arrive. Still no email ? Please let me know and I will send it again.

jtanner

Can i get this patch?

I have Ticket ID:201008231028004 already opened as my BD product simply will not register on W7 machine.

Ive rebooted / uninstalled / used alternative installer so many times if really had enough now!

polke45

Hi,

I have already used the tool, removed any leftover file, and used Tune Up to removed any registry key, but it still doesn't work.

MartyMar

I had this problem also but only when I used the download link that came with the activation key e-mail. When I went to the Bitdefender website, which connected me to CNET, and downloaded BD2011 I had no registration problems at all. Now if I can just get the updater to work (it didn't work no matter where the download came from) on my Win7 PC.

where did you go on the bitdefender website to connect you to CNET??

ssh8on

where did you go on the bitdefender website to connect you to CNET??

I just clicked on the download now button but it is not redirecting anymore, I just tried it. The only way I could get it to re-install today was to log in to my account at Bitdefender,com and click on the "download kit" link. Every time I tried to download today would only give a a 30 day trial even if I entered my key. I thought I could uninstall and reinstall and get the updates to work but I was wrong and it has been one massive headache getting BD2011is back on. I am ready to ask for a refund at this point.

polke45

i finally got my Bitdefender Internet Security 2011 to work. I recently found out that if you go to device manager, there is a file called bdselfpr under non-plug and play is causing the problem.

Right click computer > Manager, Device Manager

click view > Show Hidden Devices

Go to Non-plug and Play > and you should see the file

uninstall this file and it should work after restart or reinstall

if not, then it could be another problem

Glitch

DanyDan could I get this patch I still have this issue on my Vista System

MartyMar

I just clicked on the download now button but it is not redirecting anymore, I just tried it. The only way I could get it to re-install today was to log in to my account at Bitdefender,com and click on the "download kit" link. Every time I tried to download today would only give a a 30 day trial even if I entered my key. I thought I could uninstall and reinstall and get the updates to work but I was wrong and it has been one massive headache getting BD2011is back on. I am ready to ask for a refund at this point.

awe that ###### im not tryna go through all this. im on the verge of a refund too

efeene

Hi

I fallow the tips to ugrade my BDIS 2010 to 2011, unnistall v2010 using Uninstall Tool and perform a clear reg with TuneUP. My key was accepted and registed in my account.

But now on BDIS 2011 I only have "The subscription will expire in 30 days..." (when I have 267 days left) . And on my account BDIS 2001 dont appear, only show BitDefender 9 Internet Security Key: 9E17************CEA 267 days left

Any advice to solve this?

Thank you

Unknown

Hi,

Please provide me with the following log files and also enclose the license key you are referring to.

Regards,

efeene

Hi,

Please provide me with the following log files and also enclose the license key you are referring to.

Regards,

Hi DanyDan

What log files?? all ones in "BitDefender 2011/logging" folder

Unknown

Hi EfeEne and sorry for the incomplete post. You can find below the steps you need to take to generate the log files.

1. First please unplug the Internet cable from your computer or disable the Wireless adaptor if you are using one

2. Click on Start and then choose My Computer/Computer.

3. Browse to:

C:\Program Files\BitDefender\BitDefender 2011

- considering that BitDefender was installed on the default C partition

4. Double-click on the supporttool.exe file - if you are using Vista or Windows 7, right-click on the supporttool application file and select Run as Administrator

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

6. A file will be created on your desktop. Please move it to a location of your choice (i.e. move it on your c:\ drive)

7. Reconnect your internet cable (only after you have moved the file to the new location)

8. Upload the created file HERE

9. Include a detailed description of the issue you are encountering and a screenshot of the error message, if there is one.

10. Send me a PM (Private Message) with the download link.

[How to CAPTURE A SCREENSHOT]

- When the error message is on your screen press the "PrintScreen" key on your keyboard ("PrintScreen" is located at the top of the keyboard, at right; At this step we can not see anything, as the picture is copied into Windows's clipboard);

- Open a graphic editing application (We recommend using the standard Paint program, that comes with every Windows installation from Start > Programs > Accessories > Paint);

- Paste the picture in a new Paint document (using Edit > Paste);

- Save the file in JPEG format

- attach it to this topic.

Make sure you mask the license key if that screenshot includes the Registration details.

Regards,

efeene

Hi DanyDan I sent the link to your IM

Unknown

Thanks, got the message. I have escalated your query to my colleagues from the Sales department. They will invalidate your license key and provide you with a new one, having the same expiration period on 2011/05/18. Your license key is for an older product of ours, BitDefender v9

You will be contacted via email in few hours.

Kind regards,

efeene

Thanks, got the message. I have escalated your query to my colleagues from the Sales department. They will invalidate your license key and provide you with a new one, having the same expiration period on 2011/05/18. Your license key is for an older product of ours, BitDefender v9

You will be contacted via email in few hours.

Kind regards,

Thank you DanyDan

Another thing : I have 2 more PC's with this old key, I need to upgrade then to?

efeene

Thank you DanyDan

Another thing : I have 2 more PC's with this old key, If I mantain the previous version 2010 installed on this computers I need to update the new key or can use the old one?

PS: key recived.

Thank you

Labyrinth

Has this been fixed? ive formatted and cant even install now stating im not connected to the internet even though i have disabled and stopped windows firewall and windows defender

Unknown

Hello,

@EfeEne: you use the new license key to register BitDefender on all three computers. Also I strongly recommend to upgrade to 2011 on all computers.

@Labyrinth: try to download the kit again and then proceed with the installation again. What is your Internet connection type ? Can you provide me with a screenshot of the error you receive along with the steps you take ?

Regards,

tariromuchenje@yahoo.co.uk

Hello,

We are currently working on resolving this issue. Meanwhile, as a workaround I have written a tool to help you register and activate BitDefender. So for those of you still having the registration / activation issue (an active Internet connection not found) please reply in here and I will send you the instructions on how to use the tool and resolve the issue.

Kind regards and a great weekend !

tariromuchenje@yahoo.co.uk

hi, can you please send me the instructions to activate as i keep on getting the "no internet connection error"

thanks

Unknown

Hi Tidzam,

I have sent you instructions on how to resolve the issue you are facing.

Kind regards,

hawk@dunedin-arts.com

I'm experiencing the same problem. Could you send me the registration tool as well? I have windows 7 and am trying to activate my second machine of a three machine licenese, but have the same problem that bitdefender can't detect my internet connection.

Thanks in advance

jumpinsnakes

Hey Dan I am having same issues with mine. I have windows 7 64bit, Bit defender 2011. Please send me the workaround.

Regards

Jacob