Internet Security 2011 Hangs My System

stephenh

Hi. I'm new to BitDefender, after my brother recommended it to me. Previously I used AVG Free and was very happy with it until both my brother and father had viruses that bypassed AVG and took a lot of effort to remove. Needless to say I lost my trust in AVG at that point.

Since I installed BitDefender Internet Security 2011 on my Vista laptop, I've had no end of problems with it.

Does anyone recognise these symptoms and know a fix?

Firstly, the system:

Acer Aspire 5630 laptop (Intel x86 CPU, 2GB RAM, Windows Vista Home Premium).

I use Thunderbird and Firefox, and tend to leave these apps running all the time.

When I'm not using the PC I normally put it into sleep mode, waking it up a few times a day to check emails, browse the web etc.

Now the issues with BitDefender:

I installed in "expert" mode as I wanted to have full visibility of what it was installing.

However I left all the options enabled, except for the gaming mode, which I don't need.

Anti-virus, anti-phishing, firewall, laptop-detection etc all turned on, but parental controls turned off.

When I browse the web, often it's very slow to conenct to the remote server, in fact it's so slow that Firefox often times out waiting for a response. BitDefender's firewall is set to allow Firefox (by default, I didn't edit any settings). The firewall control panel doesn't report and blocked accesses.

Similarly Thunderbird often times out when attempting to fetch new mail, it either fails to connect to the mail server, or sometimes it connects, reports how many messages are there to download, then it hangs up.

Usually this problem does not happen after a clean boot, but starts some time during the day when I've woken the laptop from sleep.

If the network apps become unresponsive, I also notice that pretty much everything else on the PC also becomes sluggish, e.g. trying to log off or shutdown can take 15 minutes or more.

Similarly the BitDefender control panel is very sluggish, and doesn't react to button clicks for several seconds.

I noticed one error message today which might give a clue: "vsserve.exe is unavailable". This popped up after I'd clicked on the firewall settings tab and had been prompted for the BitDefender password.

Often the BitDefender tray icon goes grey and if I hover the mouse over it, the pop-up help says that BitDefender has stopped responding and I should reboot. If I do then try to reboot, shutdown takes ages, as previously mentioned.

During that time, I see no CPU or HDD usage, it's as though something in Windows is sat waiting for a timeout period.

I'd be very grateful for some tips on how to debug this and get BitDefender to work properly!

Thanks in advance.

Steve.

Unknown

Hello,

Follow the steps explained in THIS article then send me a PM with the generated log file along with a detailed description of the issue you encounter and the link to this topic.

Looking forward to your answer!

stephenh

Hello,

Follow the steps explained in THIS article then send me a PM with the generated log file along with a detailed description of the issue you encounter and the link to this topic.

Looking forward to your answer!

Hi Daniel.

I posted the data and sent you a PM as requested but got no reply.

Is this the only way to get support or have I missed some more official channel?

Thanks.

Steve.

nikki605

You can post your issue here, or use the BD website Support Page to open a trouble ticket.

Regards,

Unknown

Hi Steve,

I haven't answer you for two reasons: I was out of the office for about 2-3 weeks however I am still not able to download the file you sent me.

Server not found - Firefox can't find the server at www.*********.net.

Considering the above I have created a ticket using the email address associated with your forum account and sent you the instructions via email. Please check your inbox and reply with the logs so we can start resolving the issue you encounter.

Also send in the reply a phone number and a convenient time / date where I can reach you by phone.

Ticket ID: 201101161027748.

Best regards,

Cougar69

Steve, I was the same...I had AVG until a virus bypassed their protection so I decided to go with Norton. But this year I thought I'd give Bitdefender a go and so far I'm not happy.

I have Vista Home Premium also and do the same as you with using FireFox and the Sleep function. Waking my PC from Sleep, I also get the "Often the BitDefender tray icon goes grey and if I hover the mouse over it, the pop-up help says that BitDefender has stopped responding and I should reboot". "Often" is everytime for me!

Honestly...I'm thinking of swapping back to Norton even though I'm not a fan of Norton due to too many false positives. But hey, it's better than having to restart my computer every time I want to wake it up. As for losing money...oh well..it's just the same cost as a Sunday arvo session at the pub...no big deal I can miss one arvo! " />

Unknown

Hello Cougar69,

I have noticed that you requested a refund on the ticket ID: 201102051004739. My colleagues from the Sales department will assist you further, via email.

Regards,