Bitdefender 2011 Crashes And "greys Out" Every Time I Use The Computer

I have read several threads here regarding the crashing of Bit Defender as it "goes to grey" and stops responding. It then (in my case) stops the internet access and slows the computer to the point that I need to do a "hard restart". The happens usually within 20-30 minutes of being booted up and has been going on for a while.

The OS is Windows XP Pro, version 2002 Service Pack 3

Please help.

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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!

unknown

Please follow the steps below and send us the result:

a) Please go to this page

http://technet.microsoft.com/en-us/sysinte...s/bb963902.aspx

and download the autoruns file.

Extract the contents of the downloaded file and run the 'autoruns.exe' file;

c) Wait for the list to be filled with all the processes and then make sure that you have the Everything tab selected in the upper part;

d) Click on the Disk icon right under File and chose any location folder on your computer;

e) Save the file with a specific name (your name, computer name, a random name, which one you want) and then upload it as you did with the first file;

f) send me a PM with the log file.

Thank you.

0915426

Please follow the steps below and send us the result:

a) Please go to this page

http://technet.microsoft.com/en-us/sysinte...s/bb963902.aspx

and download the autoruns file.

Extract the contents of the downloaded file and run the 'autoruns.exe' file;

c) Wait for the list to be filled with all the processes and then make sure that you have the Everything tab selected in the upper part;

d) Click on the Disk icon right under File and chose any location folder on your computer;

e) Save the file with a specific name (your name, computer name, a random name, which one you want) and then upload it as you did with the first file;

f) send me a PM with the log file.

Thank you.

0915426

What is a PM that is referenced in f)?

To what log file are you referring in f)?

How does one upload as mentioned in letter e)?

What is the first file referenced in letter e)?

nikki605

What is a PM that is referenced in f)? - Person Message from this forum board

To what log file are you referring in f)? - the output file created by executing autoruns.exe

How does one upload as mentioned in letter e)? - to a file sharing site such as http://www.sendspace.com

What is the first file referenced in letter e)? - would have been the file requested in post # 2 (Jan 6) of this topic

Following the link in post # 2 should help you get the full picture.

Regards,

Kooshball

Dan, your PM email box is full.

Are there any updates on my specific issue?

Thanks

unknown

Hello,

Received the logs so no worries about the Inbox being full. I have analyzed the file and noticed that you still have installed and running at PC start-up "SpyBot Search and Destroy". I kindly advise you to uninstall it using Add/Remove Programs in Windows Control Panel. When the process is complete restart the PC. After restart make sure you have BitDefender updated with the latest definitions and product updates.

1. Perform a BitDefender repair as explained below;

2. Restart the PC;

3. Check for BitDefender updates by right click on the BitDefedner icon in the system tray and selecting "Update Now";

4. Restart the PC again and let me know if the issue persist.

Kooshball

Dan,

Although it worked well for 8-hours, ultimately the same problem still exists. The Bitdefender logo turns grey and stops responding, the internet stops working and the only way out is with a hard reset.

Any other ideas?

Hello,

Received the logs so no worries about the Inbox being full. I have analyzed the file and noticed that you still have installed and running at PC start-up "SpyBot Search and Destroy". I kindly advise you to uninstall it using Add/Remove Programs in Windows Control Panel. When the process is complete restart the PC. After restart make sure you have BitDefender updated with the latest definitions and product updates.

1. Perform a BitDefender repair as explained below;

2. Restart the PC;

3. Check for BitDefender updates by right click on the BitDefedner icon in the system tray and selecting "Update Now";

4. Restart the PC again and let me know if the issue persist.

paolopizza

Dan,

Although it worked well for 8-hours, ultimately the same problem still exists. The Bitdefender logo turns grey and stops responding, the internet stops working and the only way out is with a hard reset.

Any other ideas?

I'm carefully reading this thread since I've been experiencing the very same issue since first installation of BD internet security 2011.

I run Windows 7.

This evening I'll try all the steps mentioned.

See you

--Paolo

MyBD

I'm carefully reading this thread since I've been experiencing the very same issue since first installation of BD internet security 2011.

I run Windows 7.

This evening I'll try all the steps mentioned.

See you--Paolo

Same same here. I do have the same troubles on my laptop, but not on my stationary pc. I was suggested by BD support team/Romania to uinstall the Superantispyware.com which was interfering with BD antispyware. After doing it, it helped for almost 18 h. but then the pc ran slower and the BD icon turned to grey: " BD Internet security is not available...................." , after rebooting the system will work for some hours but later with slowspeed (takes several minutes to browse from one page to the next one, taking ages to open some websites. All these "bugs" never accured while I had BD Internet Security 2009.

Very annoying and frustating. <img class= " />

0915426

What is a PM that is referenced in f)? - Person Message from this forum board

To what log file are you referring in f)? - the output file created by executing autoruns.exe

How does one upload as mentioned in letter e)? - to a file sharing site such as http://www.sendspace.com

What is the first file referenced in letter e)? - would have been the file requested in post # 2 (Jan 6) of this topic

Following the link in post # 2 should help you get the full picture.

Regards,

didn't help. What now? Are you sure it was post#2?

nikki605

Yes. In post # 2 DanyDan links to a post with this procedure. Is this what you are trying to do, run the SupportTool and submit the log files to tech support? Or are you having a different problem?

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 your 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,

Kooshball

Moderators, I still do not have a solution to my issue as originally described in my first post. I have done everything asked by Dan on both occasions but have not seen a response to my latest feedback. This morning Bitdefender worked for only 1-hour before showing the same failure mode as originally indicated.

Surely there must be a solution out there as this seems to be a common issue that was not present with older versions of the software...please give me a solution as I can't keep going on like this.

Thanks

Yes. In post # 2 DanyDan links to a post with this procedure. Is this what you are trying to do, run the SupportTool and submit the log files to tech support? Or are you having a different problem?

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 your 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,

caiman

I have had the same problem for just over a couple of weeks. I have 2 calls out with the support team but am getting no further response from them. Running VMWARE on my MAC, all seems to be well until I do a deep system scan (all other scans seem to have no issue) but on my ASUS it blows up on any scan so I have now uninstalled BD and consider my next stop.

I have sent in the supporttool logs and the autoruns but have had no feed back.

I get one of 2 messages - either a generic that BD has had a problem or occasionally that VSSERV is unavailable.

This is not a new problem for BD - in my research on the issue I have seen references going back to 2009.

I hate to think of the time I have spent over the last 2 weeks trying to find the solution or waiting for a PC to respond. If this is not cleared up satisfactorily soon I will abandon BD and find another provider.

User01012011

Hi,

I'm having the instant PC slowdown issue , which has been introduced lately when I purchase BDIS 2011.

I have notified BD technical support and sent them captions and pictures of the issue. The last email was on 9 Jan 2011, and I didn't hear from them since then.

I'd like to advise Dany that I have been reading since I had this issue 3 weeks ago on the web and seen alot of opinions. All agree that there is a programming issue with vsser module.

I have a relatively strong PC that can handle high render games and it is fast, even when I had norton installed, and never had an issue.

But since this issue had come, my computer frozen and I couldn't run my business, so one of the technical support on chat (his name is Robert) he advised that I need to format the machine, and after continuous frustration, I did it. But the problem occured again.

Just to add, i have DBIS 2011 installed on three PC's here (2 labtops and 1 desktop), one labtop is vista, the other is windows 7, and desktop is windows xp pro. All having the same problem as PC is dramatically slow and startup takes too much time like 5 minutes. All they are above the minimum requirements by far.

Please look into the issue, rather than defending BD. It is a good software.

Regards.

paolopizza

I congrats with all of you for your patience. I'm not such a kind.

I'll give BD just a second chance: if after uninstall and reinstall (as support suggested) it will grey out and slow down just once again, I'll be filling the form for money back and go to some other provider.

I'm really disappointed about BD. I chose it for the fame but know it's a thumb down.

Good luck

mdwright

I congrats with all of you for your patience. I'm not such a kind.

I'll give BD just a second chance: if after uninstall and reinstall (as support suggested) it will grey out and slow down just once again, I'll be filling the form for money back and go to some other provider.

I'm really disappointed about BD. I chose it for the fame but know it's a thumb down.

Good luck

I have to agree with this user. I was very happy with BD2009, on 3 computers (2 XPs, one Vista Business, which I'm upgrading to ,Win 7), but BD2011 has slowed all of them down to a crawl because of the vsserv.exe issue. The fix shouldn't be as complex and convoluted as is being described and suggested. BD, your customers are busy people and shouldn't have to spend valuable time with work-arounds. I will be asking my tech friends for suggestions for other security software unless BD can provide a fix with a simple update. Is there a simple downloadable fix yet, or should I send in the form for a refund?

Kooshball

Where is this refund form; it has been almost 24-hours since my last post for help and no response...this is unacceptable.

I have to agree with this user. I was very happy with BD2009, on 3 computers (2 XPs, one Vista Business, which I'm upgrading to ,Win 7), but BD2011 has slowed all of them down to a crawl because of the vsserv.exe issue. The fix shouldn't be as complex and convoluted as is being described and suggested. BD, your customers are busy people and shouldn't have to spend valuable time with work-arounds. I will be asking my tech friends for suggestions for other security software unless BD can provide a fix with a simple update. Is there a simple downloadable fix yet, or should I send in the form for a refund?

caiman

I am also looking for the refund form as BDIS 2011 is obviously not fit for purpose.

I have uninstalled it per their instructions and then re-loaded and within minutes of kicking of the deep scan it went haywire again. <img class= " />

User01012011

ok, to BD technicians, I just put my labtop into sleep mode, when I activate, the DB service was unavailable and I couldn't restart the labtop, I had to do that manually.

This is really too much. <img class= " />" />

Guys, we really need help please!!!

bd@521

:mellow:

昨晚享用了bd2011高版本，感觉很不好，我很失望，不过仔细想想，也合乎情理。伊始2011，软件必须经过测试、试用再到正式，这都需要个过程。所以我还是回到2010时代，很稳定，功能没地说啦。我会一直支持bd。

mgarfitt

This sounds exactly like the problem I'm having with XP Home Edition, Version 5.1, Service Pack 3. There was no such problem with BD 2010 and all my problems disappear if I perform a system restore operation to a point before BD 2011 was installed, except that BitDefender then shows as being unregistered and is therefore unuseable. I am also running BD 2011 on my laptop which uses the Windows Vista operating system and I have not noticed any obvious problems. I reckon the support team need to do some work and produce a patch for this problem if they don't want to lose all their XP customers.