Auto-update Issue

I have two PCs with Windows-7 Professional and BitDefender Anti-Virus 2011 installed.

Both are having an Auto-Update issue. Since I reimaged both PCs and installed BitDefender Anti-Virus 2011, every day, multiple times I get a RESTART REQUEST by BitDefender. Since September 15th 2010, I have had over 60 restart requests by BitDefender's auto-update. That is twice a day on average with some days it happening five times. And every time, I respond YES to the restart now request. And the Event Log shows no errors.

This updating is, in my opinion, very much out of hand. I have disabled the auto-update feature of the BitDefender Anti-Virus 2011 and am feeling frustrated.

Any FYI - I did a complete system scan and a deep system scan - and it showed zero viruses detected.

One other point - on boot-up, I am noticing a time-lag when the PC does become non-responsive for about 2-minutes after the start-up scan begins. It uses 95% of my dual-core CPU and network connectivity is delayed. If I disable the start-up scan, the PC does not become non-responsive. Could the start-up scan be interfering with the auto-update? Both are, in my opinion, critical.

Please help.

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nikki605

DBA-WAYNE - first of all, welcome to the forum

As a typical BDAV Pro 2011 user, let me assure you that the number of restart requests you described is not normal. Restart requests are only required for BD program updates, not for definition file updates. I did receive a restart request this morning because of a program update, but that has been the only such request in a week or more. So something else is going on with your 2 systems.

Since you said both systems had been re-imaged, I would suspect that may be related to your current problem. What program/method did you use to take and restore the image(s)?

Could there have been any other security programs on the image(s) that got even partially reloaded? It sounds like you did a new install of BDAV Pro 2011 after the re-image, is that correct? If both were new installs of BDAV, did you receive any error messages during the installation process - you didn't mention any, so I'm assuming not?

I would suggest you follow the steps below on one or both machines and let tech support look at the files to see if they can identify the problem:

1. First please unplug the Internet cable from your computer or disable the Wireless adaptor if you are using one. This prevents the supporttools files from being automatically uploaded.

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 a PM (Private Message) with the download link to DanyDan of tech support. Include a link to this topic and give him as much detail as possible about this particular PC - exact symptoms, hardware (CPU type/speed, Memory installed, etc.), OS and version, 32-bit or 64-bit, any other security software installed or previously uninstalled. Any other relevant configuration information.

It may take several days for them to analyze the files and respond depending on their workload, so please be patient.

Regards,

DBA-WAYNE

nikki605,

Thank you for your post.

To reimage, I deleted and then recreated the partitions (C and D) on the two internal HDD and then installed copies of Windows-7 Professional from my Microsoft Partner Action Pack subscription. I had no issues or errors throughout the reimage process, including during the BitDefender 2011 installation. And I am certain no other security programs are loaded.

I am noticing a distinct pause during startup. And I do get asked for the BitDefender activation key at least twice a week during PC startup. This is telling me that although I have network connectivity, it might be delayed during startup; that BitDefender is loaded first and then network connectivity follows. But still, if the program is developed following best practices (and I follow best practices inn every line of code I have developed) , it should "pause" until network connectivity is established without locking the CPU.

Last weekend, I took time to uninstall BitDefender Anti-Virus 2011 and do another install of it onto one PC. I had no errors. I performed a deep system scan and a system scan Saturday & Sunday nights - and they returned no viruses.

On Wednesday, I was able to launch Windows Task Manager early in the startup process and I issolated the startup pause as being BitDefender Anti-Virus 2011 launching an auto-update BEFORE network connectivity had been established with the Internet.

I will look at the support tool you mentioned. Something internal with BitDefender is definitely impacting my PC.

Thank you.

nikki605

Thanks for the additional valuable information. I would definitely run the Supporttool on at least one of your PCs and send the information to DanyDan as outlined in my previous post.

Are your Win7 installs 32-bit or 64-bit?

Thanks for the quick reply,

Ikovacs

HI!

I have the some problem since 12.10.2010 on Windows XP.

My BDTS each 25 minutes updated and should rebooted after update!

I set 12 hrs automatic update!

After first login / after 12 hrs / no need reboot!

I think, bad solve check the

"wait for reboot instead promt"

Please help!

Of course, my net zone windows is empty!

DBA-WAYNE

Thanks for the additional valuable information. I would definitely run the Supporttool on at least one of your PCs and send the information to DanyDan as outlined in my previous post.

Are your Win7 installs 32-bit or 64-bit?

Thanks for the quick reply,

I am running 32-bit operating system.

Yesterday alone, I was prompted four times for an auto-update restart and responded "Restart now" each time.

One thought here. I have five external USB drives connected to the PC, four through a USB hub; they add 4TB storage to my PC. I noticed one "temp" folder on one of the external USB drive's root that was created about the time I rebooted; examining further, there were BitDefender files in that folder and that drive had the most disk space available. Why would BitDefender write temporary files to a USB Drive? The driveinfo provides that information to them. In my opinion, that is not a good coding practice; they should write their temporary files to the %SystemDrive%, even if the system drive does not have the most free-space.(By the way, I have temp and tmp environment variables set to C:\TEMP. That is where the temporary files could also be written.)

Well, I disconnected the USB Drives (which I broke one of the USB cable end when I removed it) and restarted my PC. Sure enough, after the restart I was prompted for an auto-update restart; the restart took place and the restart notification has not reoccurred since that last restart.

I hope BitDefender uses better coding practices in the future.

unknown

Thanks for the feedback, it is taken into consideration and brought to the respective department. I do believe that the issue you encountered could have been resolved by disabling the Scan for network shares into Antvirus -> Custom Level menu.

If you need any further assistance please let me know.

Kind regards,

DBA-WAYNE

Thanks for the feedback, it is taken into consideration and brought to the respective department. I do believe that the issue you encountered could have been resolved by disabling the Scan for network shares into Antvirus -> Custom Level menu.

If you need any further assistance please let me know.

Kind regards,

The option "Scan for network shares" has been turned off. Besides, a USB drive is not a network share; it is a HDD storage device connected to the PC through a USB hub. But when I connect a new USB drive, I do not get the scan request.

I hope this helps.

Ikovacs

The option "Scan for network shares" has been turned off. USB hub off, but autoupdate and message restart computer every 25 minutes.

How long?

Kind regards,

DBA-WAYNE

The option "Scan for network shares" has been turned off. USB hub off, but autoupdate and message restart computer every 25 minutes.

How long?

Kind regards,

This began after I reimaged my computer - about September 12th. And I traced it to the fact my USB drives were attached when the auto-update launched at start-up. Now, I just disconnect the USB drives when I restart my computer and wait about 5-10 minutes to connect them, giving auto-update an opportunity to do its job without the USB drives attached. I have a 7-port USB hub that I also keep disconnected. I do the updating of BitDefender when I feel up to it; it still asks for the reboot.

Looking back, I had the issue beinning in August and I then had a power supply failure so my computers & USB drives were moved around. The fact AutoUpdate asking for a Reboot really took off about September 12th - after I reimaged my computer. (And by reimage, I mean recreate partition and fresh Windows-7 32-bit Professional Edition installation.) And I do not have BitDefender perform any network drive detection.

My version of BitDefender AntiVirus Pro is 14.0.23.312. I have Engine Version 7.34274 (as of 10/14/2010).

This morning, I just did an "Update Now" and BitDefender wants to reboot after downloading & installing 128kb in files.

I hope this information helps resolve the issue at BitDefender.

unknown

Hello,

@DBA-WAYNE: each time a product update is being launched and installed, you will be asked to restart the PC for changes to take effect. I have explained in few words how BitDefender Update should work:

This is indeed the way BitDefender 2011 was designed to automatically check for updates as explained below (just like 2010, 2009 and 2008):

- signature updates 5 min from PC startup

- product update 30 min from PC startup

- signature + product update 60 min from PC startup

After this, it follows the schedule set in the Update interface.

The reasoning behind all this would be the following:

- an antivirus without the latest signatures is more likely not to detect / block an infection

- product patches / updates can be applied to rectify product bugs / incorrect behaviors

I hope that clear things a little bit about how to BitDefender Update module is working.

DBA-WAYNE

Hello,

@DBA-WAYNE: each time a product update is being launched and installed, you will be asked to restart the PC for changes to take effect. I have explained in few words how BitDefender Update should work:

This is indeed the way BitDefender 2011 was designed to automatically check for updates as explained below (just like 2010, 2009 and 2008):

- signature updates 5 min from PC startup

- product update 30 min from PC startup

- signature + product update 60 min from PC startup

After this, it follows the schedule set in the Update interface.

The reasoning behind all this would be the following:

- an antivirus without the latest signatures is more likely not to detect / block an infection

- product patches / updates can be applied to rectify product bugs / incorrect behaviors

I hope that clear things a little bit about how to BitDefender Update module is working.

The problem with that design is if BitDefender 2011 places update files on an external USB HDD attached to the PC, one will continually get this auto-restart issue.

I, like many other computer users, use an external USB Hub that is connected to the rear of their PC and connect one or more external USB HDD to the computer thru the USB Hub. If one of the USB HDD has more available disk space than the internal HDD, the update process places files on that USB HDD. On boot-up, the external USB HDD is not yet mounted so the update does not take place as planned. On one USB HDD (with 1-TB free), I found 125 temporary folders from failed update attempts that required a restart by BitDefender. Another USB HDD had 38 temporary folders from failed update attempts that required a restart by BitDefender. That shows me that since mid-August 2010 (the date/time on the oldest folder), I have had 163 failed update attempts that required a restart by BitDefender.

As I mentioned in an earlier post in this thread, BitDefender making use of environment variables %systemdrive% or temp or tmp - variables Windows makes available - would, in my opinion, resolve this issue I encountered.

My fix for this is to turn auto-update off and perform manual updates every day with the USB Hub and/or external USB HDD disconnected. To have 4 or more auto-update requests a day because of the fact BitDefender 2011 places its update files on an external USB HDD is unacceptable.

After two-years of my being a BitDefender user, I must admit that I, like other posters, am now considering other antivirus products. I may have 11 months left on my license (I renewed in February 2010), but if I do move to another product that is a cost I will absorb and attribute it to a valuable lesson learned.

unknown

Hi Wayne,

Considering the complexity of the issue you describe I would kindly ask you to continue troubleshoot via email as I will need concise information about how all HDDs are connected and few log files to generate on your PC. I have created a ticket on your behalf and sent you instructions on how to start troubleshooting. Your ticket ID is: 201010221001429.

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

Looking forward to your answer!

trinaz

The problem with that design is if BitDefender 2011 places update files on an external USB HDD attached to the PC, one will continually get this auto-restart issue.

I, like many other computer users, use an external USB Hub that is connected to the rear of their PC and connect one or more external USB HDD to the computer thru the USB Hub. If one of the USB HDD has more available disk space than the internal HDD, the update process places files on that USB HDD. On boot-up, the external USB HDD is not yet mounted so the update does not take place as planned. On one USB HDD (with 1-TB free), I found 125 temporary folders from failed update attempts that required a restart by BitDefender. Another USB HDD had 38 temporary folders from failed update attempts that required a restart by BitDefender. That shows me that since mid-August 2010 (the date/time on the oldest folder), I have had 163 failed update attempts that required a restart by BitDefender.

As I mentioned in an earlier post in this thread, BitDefender making use of environment variables %systemdrive% or temp or tmp - variables Windows makes available - would, in my opinion, resolve this issue I encountered.

My fix for this is to turn auto-update off and perform manual updates every day with the USB Hub and/or external USB HDD disconnected. To have 4 or more auto-update requests a day because of the fact BitDefender 2011 places its update files on an external USB HDD is unacceptable.

After two-years of my being a BitDefender user, I must admit that I, like other posters, am now considering other antivirus products. I may have 11 months left on my license (I renewed in February 2010), but if I do move to another product that is a cost I will absorb and attribute it to a valuable lesson learned.

Having same issues here on my Win 7 Pro 64 bit system running BD Internet Security 2011. I also have a usb drive with four partitions attached. Not being nearly as tech savvy as you are..have you received any definitive help from tech support ?

Seems to me too that after an update the issues appears rather instantly. Have also tried changing update periods...and also no auto-update and the only thing that eliminates the image attached is to manually update...haven't tried unpluguing the usb drive...will try that today ?

Either way...seems not quite reasonalbe that users have to go through all this.

Willing to send on sysdump.exe...etc...but how or where or under what ticket should I do this ?

Thanks...TiminAz

unknown

HI TiminAz,

I have created a ticket on your behalf. ID: 201010231005974. Follow the instructions, reproduce the issue so we will generate full log files, then reply to my email attaching the created files.

trinaz

HI TiminAz,

I have created a ticket on your behalf. ID: 201010231005974. Follow the instructions, reproduce the issue so we will generate full log files, then reply to my email attaching the created files.

Hopefully I have sent on the right logs...please let me know if indeed you received logs on this ?

Also wanted to post to inform you that after uninstalling my USB drive mentioned above...the number of reboots declined quite a bit...when I plugged the USB drive back in Sunday to run backups...the problems increased substantially ! Now the usb is unplugged but there is still an occasional gray-out right after autoupdates.

Let me know if you want anything else that I can submit..?

unknown

Hi Tim,

Yes I received the logs and finished the analysis. I have sent you an email with the resolution. Your ticket ID is: 201010231005974.

Please confirm if the issue has been resolved.

trinaz

Hi Tim,

Yes I received the logs and finished the analysis. I have sent you an email with the resolution. Your ticket ID is: 201010231005974.

Please confirm if the issue has been resolved.

Thanks DD...I believe I had already found this suggestion in another post and followed the procedure. However...having more than one annoying and time consuming issues with BDIS2011...I decided to try a BD2011 wipe and clean install.

Unfortutely...still having issues as I did with the original install of BD2011 previously.

Worked fine for a couple days...then issues started mounting. At this point I am keeping my external usb drive unplugged to prevent complicating things.

Please see my new thread at: http://forum.bitdefender.com/index.php?showtopic=22199

And let's go from there.

Thanks...TR