Real Time Protection Failed...

iam having 2 problems firstly with windows xp secruity centre saying that i do not have an antivirus installed

and secondly my real time protection is not enable and no matter how main times i have tried to start it it keeps saying that it has failed.

I have tried repairing the software and even resorted to uninstalling and reinstalling 3 times now!

Can you help me recify theses issues.. as i am getting somewhat frustrated!

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unknown

Hello,

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.

lornamorrison

done... message sent...

i am just trying to resist the urge to kick my computer and to hit my head on the desk.. but at least i am developing a mightly impressive carpal tunnel with the amount of time i have had to restart my pc today!

unknown

Hi and thanks for the logs however I do need to see one more log.

Please follow the steps below and send us the result:

a) Please go to this page

http://technet.microsoft.com/en-us/sysinte...s/bb963902.aspx

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 as you did with SupportTool.

Looking forward to your answer!

lornamorrison

ohhh no not again......

whilst waiting for your reply i unistalled your antivirus protection.... so it will take me another epic battle to reinstall it onto my pc.

One last attempt to get this working........ 4 times to install a programme is just no good enough!

Ahhh well i have nothing better to do with my day than sit infront of a trying to install an easy to use antivirus whilst banging my head on a table!

bring it on :blink:

lornamorrison

hmmm still awaiting feedback on the log i sent you 2 days ago now!!

nikki605

hmmm still awaiting feedback on the log i sent you 2 days ago now!!

I'm pretty sure Daniel worked Saturday & Sunday. These past couple of days may have been his "weekend."

He'll get back to you.

Regards,

unknown

Hi,

I was off Monday and Tuesday as being off duty. Gary was right, working on Saturday and Sunday so had the last two days off. Nevertheless please keep in mind that the average response time is 48 hours.

I have sent you the instructions on how to further investigate via email. Note that working with me and another engineer on the case can create issues as each of us can start troubleshooting the issue in a different way.

With all the respect however if you uninstall BitDefender right after the logs are created how do you wish us to investigate and find a resolution ? Allow me to quote from your email:

i have already reinstalled bit defence to create and submitted the second log to the technical advisor, then had to unistall bit defender and reinstall a free antivirus protection programme, i am still awaiting a reply back!

Please check your email for further instructions.

lornamorrison

Of Course i am needing you to investigate and sort out my issues with bit defender but as the software is not working properly and that i am unable to run gaming mode because the real time protection is failing all the time, i am finding it extremely difficult and frustrating waiting at least 5 minutes for some web pages to open and the fact that my pc has went very slow and sluggish since installing it is the icing on the cake...

I understand that you like all of us are entiled to your days off, i am not disbuting the fact..

I have received your email and i will get around to carrying out the next log composition asap..

lornamorrison

Daniel

For some reason i cannot find your last email giving me instructions of which log now to send you... Could you please resend the technical advice, As i have reinstalled bitdefender and the real time protection is still not working

Lorna

unknown

Hi Lorna,

Please follow the steps explained in the article below then send me via PM the generated log files so we can start troubleshooting the issue you encounter.

http://forum.bitdefender.com/index.php?s=&...ost&p=92089

Regards,

unknown

Hello Lorna,

Be kindly informed that the Real Time protection services and drivers were not correctly installed. Instructions on how to resolve the issue were sent to your Hotmail email address. Follow the steps and let me know if the issue was resolved.

Kind regards,