Automatic Update Disabled

Guy999

Hello. Am new to this forum so apology for not know any forum protocols.

Had bitdefender 2009 - no problems

had bitdefender 2010 - service constantly not working, would crash all the time needing re booting constantly. Lots of issues never sorted out by support fully, they asked me to upgrade to bitdefender 2011.

installled 2011 version. at first, scan, stopped working, sent three critical reports, then realtime antivirus was marked as disabled, automatic update marked as disabled, when you try and fix, it fails.

update pages are greyed out.

Does anyone have any ideas, currently have an open ticket with BD, sent files and screen images. No reply as yet.

Is 2011 going to be as bad as 2010, if so I an going to change completly..

Any advice or comments gratefully recieved.

Guy

unknown

Hello Guy999,

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 your Wireless Adapter, if you are connected to a wireless network.

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. Check the box to "Agree and allow BitDefender to gather related information from your computer" and click on the Next button

6. In the next window enter your email address, select the problem type and enter a description of the issue you encounter

7. Check the box next to "Try to reproduce the problem before submitting" and hit the Next button

8. Choose the issue type and again hit Next

9. When asking to enable additional logging (a pop-up message will appear when you click on the Next button at step 8) please save all open Documents and hit the Yes button to restart the PC

10. After the restart, a new window will pop-up where you will be asked to reproduce the issue you encounter. If you have already done that please check the box next to "I have reproduced the issue" and hit the Next button

11. Wait for the tool to generate the logs then click on Finish. You will be asked to restart the PC again to disable the logging options of BitDefender.

12. After restart look on your Desktop for the created SupportTool file. Please move it to a location of your choice (i.e. move it on your c:\ drive)

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

14. Upload the log file HERE then send me a PM (Private Message) with the download link.

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

We will analyze the information you sent and then reply with a possible solution in the shortest time.