Supporttool.exe Will Not Work/complete ?

trinaz

Man o' man...really trying to not be sarcastic...but another issue with 2011 BD Internet Security. Maybe I'm doing something wrong...but ??

Following the instructions :

A common cause for this problem is running more than one security program as Daniel explained. If you would like your specific issue investigated, you can take the same steps as Jogibaer did and send the results to Daniel.

Here are the steps:

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 tech support to analyze the files and respond depending on their workload, so please be patient.

Regards,

Attached is a jpg that shows the results of following the above instructuions...the instructions say after "a few minutes". The jpg screen shot was taken twice after two efforts that ran for over 20 minutes...no change in the status bar...no tar created anywhere ?

Any suggestions on what's up with this supporttool.exe not working on Windows 7 Pro 64bit running as "administrator" after disconnected the internet cable entering the box ??

Thanks...TR

Unknown

Hello,

I believe the issue is on your PC's end. As you can not run the SupportTool please follow the steps below:

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 the logs as a reply to my email on the ticket you have created by me earlier today.

As you have multiple topics open, this topic is now closed.

Regards,