[Resolved] Bitdefender Total Security 2011 Blocking Thinkorswim Prophet Chart Trading Platform.

Hi there, I'm very happy customer of Bitdefender Total security 2011. I've Thinkorswim desktop trading platform installed and the prophet chart for trading is getting blocked by bitdefender. It says Unable to connect to data server. I've personally contacted thinkorswim staff and they told me to contact bitdefender. They told me, a lot people that running bitdefender have similar problem. I was hoping you can help me to solve it. Thank you.

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simrod

I too have the same problem just using the new Antivirus Pro 2011. With the 2010 antivirus version, unchecking scan web traffic, & yahoo messenger & windows messenger seemed to solve the problem after they did some apparent fix, but it's back to the same problem again with 2011 version. You could also transiently block realtime protection but this doesn't work now either. In addition there appears to be no way to just "turn off the program" completely without uninstalling it. Anyone have any ideas?

JohnDraco

I too have the same problem just using the new Antivirus Pro 2011. With the 2010 antivirus version, unchecking scan web traffic, & yahoo messenger & windows messenger seemed to solve the problem after they did some apparent fix, but it's back to the same problem again with 2011 version. You could also transiently block realtime protection but this doesn't work now either. In addition there appears to be no way to just "turn off the program" completely without uninstalling it. Anyone have any ideas?

Okay. I'm using the trial, I love Bitdefender because It encrypt IM and it has a lot of features I love to be compared to Kaspersky. I hate Kaspersky but when I use Kaspersky trial, Thinkorswim prophet chart loads fine. I'm so disappointed with Bitdefender because nobody helping in any manner to solve my problem. Anybody got any idea how to solve the problem?

unknown

Please restart the computer in Safe Mode and follow the steps below:

- For windows versions prior than vista:

Go to Start, Run.., at the run dialog box type "regedit", press Enter

- For vista and Windows 7:

Go to Start, type "regedit" in the windows search text field and press Enter

expand the following keys:

HKEY_LOCAL_MACHINE\SOFTWARE\BitDefender

rightclick on the rightside of the window and select New, then Multi-String value and name it "HttpIpSkip". Doubleclick on the newly created key and paste in the Value data the numeric IP of the server to which the application has to connect, followed by the netmask:

38.103.97.144/32

38.103.97.152/32

38.103.97.141/32

38.103.97.142/32

207.33.55.212/32

(NOTE:after each IP press ENTER)

Click on OK, close the Registry editor and restart the computer.

Check if the problem will persist.

[How to restart in SAFE MODE With Networking]

- Restart the computer;

- Press the "F8" key several times before Microsoft Windows begins to load; you need to press "F8" until you will be displayed a text menu;

- Select "SAFE MODE With Networking" in the text menu and press "Enter"

- Wait while Windows loads in Safe Mode; this process ends with a confirmation message; click "OK" to acknowledge.

Kind regards,

JohnDraco

Please restart the computer in Safe Mode and follow the steps below:

- For windows versions prior than vista:

Go to Start, Run.., at the run dialog box type "regedit", press Enter

- For vista and Windows 7:

Go to Start, type "regedit" in the windows search text field and press Enter

expand the following keys:

HKEY_LOCAL_MACHINE\SOFTWARE\BitDefender

rightclick on the rightside of the window and select New, then Multi-String value and name it "HttpIpSkip". Doubleclick on the newly created key and paste in the Value data the numeric IP of the server to which the application has to connect, followed by the netmask:

38.103.97.144/32

38.103.97.152/32

38.103.97.141/32

38.103.97.142/32

207.33.55.212/32

(NOTE:after each IP press ENTER)

Click on OK, close the Registry editor and restart the computer.

Check if the problem will persist.

[How to restart in SAFE MODE With Networking]

- Restart the computer;

- Press the "F8" key several times before Microsoft Windows begins to load; you need to press "F8" until you will be displayed a text menu;

- Select "SAFE MODE With Networking" in the text menu and press "Enter"

- Wait while Windows loads in Safe Mode; this process ends with a confirmation message; click "OK" to acknowledge.

Kind regards,

Hi there,

I tried the same exact method you described above, but I have the same error. It says "Unable to connect to data server" I should find the IP address that the Prophet chart of Thinkorswim connects is it? I think the ip address changes randomly every time I connect, How can find the IP address, I've looked under Firewall in Bitdefender but I can't seem to find it.

unknown

I have tested on 2 PCs and have no issues in connecting. When exactly you receive the error ? Please make a screenshot and attach it here.

Follow the steps explained in THIS article then send me a PM with the generated log file.

Looking forward to your answer!

JohnDraco

I have tested on 2 PCs and have no issues in connecting. When exactly you receive the error ? Please make a screenshot and attach it here.

Follow the steps explained in THIS article then send me a PM with the generated log file.

Looking forward to your answer!

Hi there,

I've contacted Thinkorswim and they have gladly given me the IP address for the Prophet chart in Thinkorswim

The IP address is 216.105.251.23 and this can be found by nslookup quote.investools.com

So now I've added This IP address just as you said previously into the HttpIpSkip Registry key.

So it should look like this.

216.105.251.23

38.103.97.144/32

38.103.97.152/32

38.103.97.141/32

38.103.97.142/32

207.33.55.212/32

Am I right?

I'm having this problem every time I install a trial version of Thinkorswim hoping that you guys have fixed it but disappointed again and again. I want to purchase Bitdefender and I got to solve this problem before I can purchase it as I use Thinkorswim 24/7.

The exact precise time I get this error will be when I key in a ticker symbol to the prophet chart. It supposed to connect and load the chart instead it will show an error message "Unable to connect to data server" and after 3 seconds or so the error message is gone and the whole screen prophet chart screen will be blank. I've given full permission for Thinkorswim to access the internet via Bitdefender Firewall. This is a very common problem according to technical supports at Thinkorswim, They even advise me to use different security program as there is no solution to it for some time. I can connect to Thinkorswim fine, but only the prophet chart element inside of the application which doesn't connect.

I've uploaded the screenshot. I will follow the steps in the link and PM you the log file. Thank you.

JohnDraco

I've send the link to the log file to your PM. Do get back to me asap. Thank you very much.

unknown

Hello,

I created you a ticket with ID: 201010241003869. Please check your email and send me the requested info.

Kind regards,

JohnDraco

Hello,

I created you a ticket with ID: 201010241003869. Please check your email and send me the requested info.

Kind regards,

I've send you the requested info. Looking forward to hear from you.

unknown

Hi John,

Finally got some time and tested the Thinkorswim and BitDefender. Indeed, first I believed that you have connectivity issues. Tried to get the charts using Prophet and got the same error: "Can't read data from server". I will conduct several tests and come back with an answer via email in response to the ticket we are working on.

As a gesture of good will I will also send you a license key for 1 month, via email on Monday, so you can continue using our products. I can't provide you with an exact time frame when the issue will be resolved however I do believe that we will launch a fix for it sooner than your license key will expire so you can purchase BitDefender and take advantage of all its new features.

Kind regards,

JohnDraco

Hi John,

Finally got some time and tested the Thinkorswim and BitDefender. Indeed, first I believed that you have connectivity issues. Tried to get the charts using Prophet and got the same error: "Can't read data from server". I will conduct several tests and come back with an answer via email in response to the ticket we are working on.

As a gesture of good will I will also send you a license key for 1 month, via email on Monday, so you can continue using our products. I can't provide you with an exact time frame when the issue will be resolved however I do believe that we will launch a fix for it sooner than your license key will expire so you can purchase BitDefender and take advantage of all its new features.

Kind regards,

I've glad that you manage to identify the problem. Okay, Thank you very much for all the support and for the extra 1 month license key. I really love to have Bitdefender as my security software and not other company. I will wait no problem, by the way how can I refer back to current issue? if its resolved ? Can you post it here or email me ?

unknown

To be certain you'll know when we resolve it I'll do them both: post in the forum / send you a PM (private message) and send you an email.

Yours,

JohnDraco

To be certain you'll know when we resolve it I'll do them both: post in the forum / send you a PM (private message) and send you an email.

Yours,

Okay. Looking forward for your reply today. Thanks for all the help.

unknown

Hi John,

I have sent you via email the license key I promised you. Please check your email and reply if you need any further assistance.

Yours,

JohnDraco

Hi John,

I have sent you via email the license key I promised you. Please check your email and reply if you need any further assistance.

Yours,

Hi, you said monday but only send the License key on tuesday. I was waiting for you, then my license expired. So I uninstall it in order to Reinstall it back using the trial with different email from the homepage. Now I can't seem to reinstall it, the moment I download the installer, it doesn't install in fact it says configuring installer then it everything just vanished. I tried 4 to 5 times to download the installer but its the same thing. What can I do now?

JohnDraco

Hi, you said monday but only send the License key on tuesday. I was waiting for you, then my license expired. So I uninstall it in order to Reinstall it back using the trial with different email from the homepage. Now I can't seem to reinstall it, the moment I download the installer, it doesn't install in fact it says configuring installer then it everything just vanished. I tried 4 to 5 times to download the installer but its the same thing. What can I do now?

Okay I got it installed. Looking forward for the bug fix. Thank you for all the support. Have a nice day.

unknown

Hello JohnDraco,

Please make sure you are uninstalling the previous BitDefender product using our uninstall tool. Click here, save it on your computer, run it, click on the Uninstall button and reboot your computer when requested. Then try again to install BitDefender.

We have also sent you an email with step by step instruction.

Regards,

Carmen

unknown

Hi John,

I have a good news for you

I was able to reproduce and resolve the issue you encounter, as you can see from the attached screenshot.

I have also sent you an email with instructions on how to resolve it.

Kind regards,

iceman63

Hi John,

I have a good news for you

I was able to reproduce and resolve the issue you encounter, as you can see from the attached screenshot.

I have also sent you an email with instructions on how to resolve it.

Kind regards,

Hello,

I'd also like to get the instructions to resolve this issue.

Thank you,

Mark

simrod

I too would like the fix. No one bothered to get back to me since 10/4 on ticket 201009291001056 in regards to the same problem. I thus have not been able to use Antivirus pro for the past month. Perhaps they could extend my subscription as well. Please forward me the fix. Thanks!

unknown

You can find below the resolution.

@MarkI: please follow the steps below and the issue will be resolved.

EricS: My colleague did not answer your email as the tests were ongoing and until I have come with the resolution there was nothing to send you. I do hope you understand. I have passed a request to extend your license key with 1 month. You will see the changes in the next 72 hours.

Please restart the computer in Safe Mode and follow the steps below in order to resolve the issue you encounter with the ThinkorSwim software:

For Windows versions prior than vista:

Go to Start -> Run.., at the run dialog box type "regedit" and press Enter

For Vista/Windows 7:

Go to Start, type "regedit" in the windows search text field and press Enter

expand the following keys:

HKEY_LOCAL_MACHINE\SOFTWARE\BitDefender


rightclick on the rightside of the window and select New, then Multi-String value and name it "HttpIpSkip". Doubleclick on the newly created key and paste in the Value data the numeric IP of the server to which the application has to connect, followed by the netmask:

216.105.251.23/32

38.103.97.144/32

38.103.97.152/32

38.103.97.141/32

38.103.97.142/32

207.33.55.212/32

(NOTE:after each IP press ENTER)


Click on OK, close the Registry editor and restart the computer.

Check if the problem will persist.


[How to restart in SAFE MODE With Networking]
- Restart the computer;
- Press the "F8" key several times before Microsoft Windows begins to load; you need to press "F8" until you will be displayed a text menu;
- Select "SAFE MODE With Networking" in the text menu and press "Enter"
- Wait while Windows loads in Safe Mode; this process ends with a confirmation message; click "OK" to acknowledge.

Please let us know if the issue was resolved after following the above steps.

Kind regards,

JohnDraco

Hi John,

I have a good news for you

I was able to reproduce and resolve the issue you encounter, as you can see from the attached screenshot.

I have also sent you an email with instructions on how to resolve it.

Kind regards,

Sorry for the late reply. I was traveling. I will check and update you guys shortly.

Hello,

I'd also like to get the instructions to resolve this issue.

Thank you,

Mark

Sure. This is the procedure I got from the email.

Please restart the computer in Safe Mode and follow the steps below in order

to resolve the issue you encounter with the ThinkorSwim software:

For Windows versions prior than vista:

Go to Start -> Run.., at the run dialog box type "regedit" and press Enter

For Vista/Windows 7:

Go to Start, type "regedit" in the windows search text field and press Enter

expand the following keys:

HKEY_LOCAL_MACHINE\SOFTWARE\BitDefender

rightclick on the rightside of the window and select New, then Multi-String

value and name it "HttpIpSkip". Doubleclick on the newly created key and paste

in the Value data the numeric IP of the server to which the application has to

connect, followed by the netmask:

216.105.251.23/32

38.103.97.144/32

38.103.97.152/32

38.103.97.141/32

38.103.97.142/32

207.33.55.212/32

(NOTE:after each IP press ENTER)

Click on OK, close the Registry editor and restart the computer.

Check if the problem will persist.

[How to restart in SAFE MODE With Networking]

- Restart the computer;

- Press the "F8" key several times before Microsoft Windows begins to load;

you need to press "F8" until you will be displayed a text menu;

- Select "SAFE MODE With Networking" in the text menu and press "Enter"

- Wait while Windows loads in Safe Mode; this process ends with a confirmation

message; click "OK" to acknowledge.

JohnDraco

Okay it works !!!! Thanks BITDEFENDER FOR THE AWESOME SUPPORT.

nikki605

Thanks for your feedback - glad your problem was resolved.

Please feel free to open another topic for any new issues.

Topic closed.