[resolved]Bitdefender Anti Virus 11 Does Not Work

Dixie

Running Vista 64 bit, after the initial install I got an error message when I tried to run Bitdefender. The install seemed to go fine, including updating, but after that BD did not start. I updated the C++ files rom the Microsoft site on the advice of other forums with similar issues but that failed to solve it.

I've uninstalled and reinstalled BD in a different location but it still fails to run. I've uploaded the file to the same place mentioned in other topics on this forum and a screenie of the error box is attached below. DannyDan should have a PM with the location of the upload in his PM box soon.

The other BD type exes all throw up the same error except the support tool and the troubleshoot tool which mentions registry keys.

Unknown

Hi Dixie,

I have received your PM and the support tool log but it was not complete so I have nothing to analyze.

1. Download this file:

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'

5. When you have the sysdump.tar please upload it HERE

6. Include a DETAILED description of the issue you encounter: reproduce the steps you take until the issue occur and, if possible, enclose a screenshot of any error message you receive.

7. Send me a PM (private message) with the download link

Looking forward to your answer!

Dixie

Here's a step by step of the 'story' so far...

I downloaded the installer and ran it.

The installation files downloaded and ran.

The installer said I needed to uninstall avast so the installation cancelled and Avast was uninstalled.

The PC was restarted and the installation was restarted.

There was still a trace of avast on the system despite the uninstall, I carried on with the install anyway.

Installation was carried out and seemed to complete normally in the Programme Files folder.

At the end of the install process the updater ran, when that was finished the installer closed.

There was no BD icon on the tray so I tried to run BD from the desktop shortcut.

I got the error box attached to the first post.

I updated the C++ files on my system from the M<S website and restarted.

Still no BD icon so I tried to run from the desktop but got the same error.

I uninstalled BD and restarted Windows, then used the avast uninstall tool to make sure all trace of avast were removed and restarted.

I restarted the installation again, this time installing in Programme Files (x86).

Installation seemed to complete normally including the update at the end of installation, but again no BD.

Attempting to run BD gave the same error message again.

Gave up and started this topic

I've reinstalled avast for the time being.

I've run the sysdump.exe, but there's no sign of a sysdump.tar file anywhere after searching for it? I ran it from the download directory, any ideas where I should be looking?

Dixie

Bump, any progress yet?

Unknown

Hi Dixie,

There was still a trace of avast on the system despite the uninstall, I carried on with the install anyway.

- that's not good, you must remove all traces of other security solution before proceeding with the installation of BitDefender.

Furthermore please note that we need to have BitDefender installed to be able to work on the issue you encounter so please follow the steps below:

1. Uninstall Avast using the removal tool

2. Restart the PC

3. Uninstall BitDefender using the uninstall tool we provide here.

4. Restart the PC

5. Use a registry cleaner to remove all traces of Avast or Bitdefender (if any)

6. Restart the PC again.

7. Follow the steps below:

This error can occur when installing under MS Vista/7 if your user account control(UAC) does not have full permission to your temp directory.

In order to disable UAC, please follow the steps from THIS link.

1. Open up Windows Explorer (Start Button and then My Computer)

2. In the address bar at the top of the window that opens type in the following (without quotes): "%localappdata%" and press enter

3. Contents of the appdata\local folder will appear. Right click on Temp and click on Properties.

4. Click on the security tab at the top of the window that appears.

5. Note the group or user names. When you click on each of the names, they should have full control and check marks along the "Allow" column.

6. The following usernames should be present: SYSTEM, your_user_name, and administrators. They should all exist and have full control. If they do not, do the following:

A. If a user or group does not have the correct permissions, click on edit.

A1. Click on the username to change permissions so its highlighted.

A2. Put a check mark next to "Full Control" in the Allow column and check marks will appear for all except "Special Permissions". This is ok.

A3. Now click on Apply.

A4. Repeat steps A1 to A2 are complete. When done, click on OK.

B. If a user or group is missing, Click on edit.

B1. Click on "Add".

B2. A window will appear, enter in the missing username or group (see step 6) and click on OK.

B3. Window will disappear. Click on username that you just added. Now click on "Full Control" in the box below.

B4. Click on Apply.

B5. Repeat this till all missing users are added. When done, click on OK.

7. Click on OK on all windows to close them.

Let me know if the issue persist.

Dixie

Hi DannyDan,

I already had UAC disabled, mostly because it annoyed me After uninstalling all the AV software there were a few registry entries left over. I also installed the 64bit version from the direct download topic pinned at the top. This time the installation has worked fine, BD loaded and has been updated so all is good now

Unknown

Guess I was right Just kidding. Glad to see the issue is now resolved, feel free to contact me with any further queries you may have.

Topic closed.