Total Security Installation Fails

Something really weird is happening on just one of my computers (Win 7 Pro x64, more specs available if needed): I tried to install BD Total Security on it (via the trial downloader) and it didn't work. It got most of the way through the installation and after I hit the "Finish" button it started going through the expected motions ("Installing drivers", "Disabling Window Firewall", etc) and then simply disappears. No computer usage, no icon by the Task Bar, and the same thing when I restart. In addition, the Start menu folder is empty (both before and after restart) and the entry in the Control Panel->Programs and Features (the one that lets you uninstall it) doesn't have the BD icon.

Another odd thing is that I tried it a couple times before and, during the one where I was watching for strange happenings, it disappeared in the middle of the installation as well. This one was on the screen before you can select "Finish."

Finally, I have two other computers already running it, the first being another Win 7 Pro x64 machine (laptop, whereas the one with the problem is a desktop) and the second a Windows XP (x86) machine.

Any and all help would be much appreciated! Thanks in advance!

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richard_sherry@yahoo.com

Having looked around the forums more and found the installer for my system and the BD uninstall tool, I tried uninstalling, running the uninstall tool, and installing again. Both the TSec and the trial downloader now insist that I have the product installed, despite having no folder, no Control Panel->Programs and Features entry, and the uninstall tool saying the uninstall was complete.

As a note, I restarted between each step above, so the total process was as follows: Control Panel->Programs and Features->BD TSec 2011->Uninstall, restart, uninstall tool, restart, install, "Product installed" error.

Again, any help would be much appreciated

unknown

Hello,

Please complete the following steps and send me the logs generated at the end of these steps as listed below:

1. Download http://www.bitdefender.com/files/Knowledge...ile/sysdump.exe

2. Locate and open 'sysdump.exe'

3. A command prompt window will appear on your screen. Please note that the information gathering process can take several minutes therefore please wait until the window disappear by itself.

4. The result will be the file called 'SYSDUMP.TAR'

When you have the sysdump.tar please upload it HERE

Looking forward to your answer!

richard_sherry@yahoo.com

Hi DannyDan,

I've uploaded the sysdump here

Please let me know what I should do next. Thanks!

unknown

Hello Roomon1,

Please follow the steps below and send us the result:

a) Please go to THIS page and download the autoruns file.

Extract the contents of the downloaded file and run the 'autoruns.exe' file;

c) Wait for the list to be filled with all the processes and then make sure that you have the Everything tab selected in the upper part;

d) Click on the Disk icon right under File and chose any location folder on your computer;

e) Save the file with a specific name (your name, computer name, a random name, which one you want) and then just upload it.

Regards,

richard_sherry@yahoo.com

DannyDan,

Here's the file. Glancing through it, I notice there's an entry for Bitdefender Antivirus for which it can't find the file. Is this somehow related to my problem?

unknown

Hi Roomon1,

Indeed that entry should not be there. I suggest you do the following:

1. Download BitDefender Uninstall Tool

2. Save it anywhere on your computer then open it.

3. Start the uninstall process then wait to be asked to restart the PC

4. Restart it then, after restart check and see if there are any files left at:

C:\Program Files\BitDefender\BitDefender 2011\Antispam32

and delete them.

Also check the folders below:

C:\Users\All Users\BitDefender

C:\Program Files\BitDefender\BitDefender 2011

C:\ProgramData\BitDefender

C:\Program Files\Common Files\BitDefender

Delete them manually if still there then restart the PC again. Try to download the installation kit again in a different location then start the installation process. Let me know if the issue was resolved.

BitDefender Total Security 2011:

32bits:

http://download.bitdefender.com/windows/de...ty_2011_32b.exe

64bits:

http://download.bitdefender.com/windows/de...ty_2011_64b.exe

Regards,

richard_sherry@yahoo.com

Hi DannyDan,

I'd like to thank you for your support so far. I tried the steps you suggested and it still says that the product is already installed. I looked for the files & folders you mentioned before running the uninstall tool (and again after) and none of them were present. I took screen shots of the whole process in case they might be helpful (uninstall tool results, folder locations, and install stages). Please let me know what I can do next. Thanks again!

unknown

Hello Richard,

I have sent you instructions via email on how to further investigate this matter. Please reply with the requested log files.

Thank you!