[resolved]Upgrade From 2010 Problem - Automatic Updates Disabled

Andy Batchelor

I have been running BitDefender Total Security 2010 trial and have now tried to switch to 2011 trial prior to purchasing. On my laptop (XP Service Pack 3) the install of Total Security 2011 hasn't seemed to work properly - the Automatic Update was reported as disabled and when I tried to get the product to Fix this, it failed.

I have tried using Windows 'Add or Remove Programs' to Repair and also to Uninstall (followed by reinstalling) but problem remained.

I have tried running Removal Tool for 2011 and 2010/earlier versions (also ran Advanced SystemCare Registry Fix) then reinstalled TS2011 but Automatic Update was again shown as disabled. (The removal tools were the ones linked to in forum post 20586.)

If I run the Uninstall programs mentioned above and look at Services I see 'BitDefender Update Server v2' is still there, so presumable the uninstall has not worked properly. Any ideas how I can fix this? Keen to buy product as works well on my other pc but need it to work on both.

unknown

Hello,

In order to troubleshoot the issue you are encountering we would like you to follow the steps below:

1. First please unplug the internet cable from your computer or disable the Wireless adapter 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 file HERE then send me a Private Message (PM) with the download link.

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

[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.

Regards,