Problem With Supporttool.exe

I have followed the instructions that were posted by nikki605 within the following thread

BitDefender Forum > English > Home & Home Office Protection > BitDefender 2011 Products

'System Very Slow After Installing Total Security 2011, performance is awful'

I started the supporttool.exe, completed the email and problem boxes, pressed next and arrived at the 'Gathering Information' window.

After over 1 hour nothing has happened, the progress bar remains completely empty.

Within the BitDefender 'File Zone' there is no activity with very little HDD activity indicated by the light on the front of the computer.

I had the same problem with the support tool not working in I S 2009 and, after emailing BitDefender was told to use the support tool. That was when I gave up then.

Hope you can help me this time.

Using a programme called 'What's Running' I have screen dumped your supporttool.exe and have attached it. Hope it will help.

My system information is as follows:

Operating System

MS Windows XP Professional 32-bit SP3

CPU

Intel Core 2 Duo E7400 @ 2.80GHz

Wolfdale 45nm Technology

RAM

4.0GB Dual-Channel DDR2 @ 400MHz (5-5-5-18)

Motherboard

Gigabyte Technology Co., Ltd. EP31-DS3L (Socket 775)

Graphics

Default Monitor @ 1920x1200

Default Monitor @ 1280x768

256MB Quadro FX 570 (nVidia)

Hard Drives

488GB FUJITSU MAXTOR STM3500320AS (IDE)

Optical Drives

TSSTcorp CDDVDW SH-S222A

Audio

Realtek High Definition Audio

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Comments

unknown

Hello,

Thank you for taking the time in creating the topic as requested by our Forum Rules. I can't really understand much from the screenshot you posted as it is too small.

As you can't use the SupportTool please follow the steps below and send me the generated log file:

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 and one for the topic you started.

Looking forward to your answer!

tacarr

Hello,

Thank you for taking the time in creating the topic as requested by our Forum Rules. I can't really understand much from the screenshot you posted as it is too small.

As you can't use the SupportTool please follow the steps below and send me the generated log file:

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 and one for the topic you started.

Looking forward to your answer!

Tried to use Sysdump.exe and received following message. Screen dump attached.

unknown

Hi,

The issue is caused by a faulty installation of the C++ Redistributable 2005, issue on Microsoft's end. You can resolve it by uninstalling the 2005 Redistributable C++ from your PC using Add/Remove Programs in Control Panel then clean your Windows Registry by any traces of it before performing a reinstall of the C++ Redist. package.

I have another tool for you to run as explained below:

1. Save the tool by clicking HERE

2. After the SIW program is opened please click on the left side of the window on File.

3. Choose "Create Report File"and then choose "HTML" .

4. A new window will appear and you will be asked where you want to save the report . Choose your Desktop then click on Save.

5. Please wait a few seconds until the report is created then look on your desktop after a report that should look like SIW_20...

6. Upload the results HERE then send me a PM with the download link.

Looking forward to your answer!