Bd Total 2011 Real Time Virus Is On But Not Available

scousemouse

Hi. Intermittent problem with bd total 2011.

Tried all the usuall fixes on forum before posting.

Will be ok for a while then I get the usuall

WARNING 1 issue is affecting the security status of this pc.

Real-time protection is disabled

Status: not started.

Fix failed

Real time virus protection marked enabled on main antivirus screen but off in preferences.

I can be on the net all night just to check bd before shutdown to find that it has been dissabled with no alerts showing in taskbar.

Problems started from day 1 of install.

Might be on from startup or it might not.

It is actually getting more frequent.

Less frequently the main dash tells me that my registration is not valid and protection has ran out.

I am running win7 64 bit with no other security software instaled or enabled.

Tried updates, restarts, uac settings, full uninstall/reinstall.

When ever I contact support bd seems to work for a while so i close the issue just for bd to start playing up again lol

My first support e-mail wanted a log which included my router serials and security password? Why would they request that?

ToddB

This is the same type of problem that I am having with my BD Internet Security 2011. I have a post on it here http://forum.bitdefender.com/index.php?showtopic=24024. Be careful with this as your AV is not working. To verify if this is so when your "issue" with enabling real time protection appears if you go to your update tab on the BD panel you will likely notice your virus signatures are "0" and your engine version is blank (ie you have no AV). Also, if you hover over your BD icon in the system tray and it says "PROTECTED. No issues affecting the security status of this PC" is no guarantee as well since I have went to check on my AV and it reports the virus signatures are "0" and my engine version is blank. Your real time virus may be on but it has no signatures and engine version to work with.

I am still trying to get a resolution to this as I have tried repair and uninstalls/reinstall myself. If you could please let me know if you get a resolution to this I would appreciate it!

deftones741

This is the same type of problem that I am having with my BD Internet Security 2011.

I am still trying to get a resolution to this as I have tried repair and uninstalls/reinstall myself. If you could please let me know if you get a resolution to this I would appreciate it!

Same problem, been driving me crazy for WEEKS.

Windows 7 Ultimate 64-bit fully updated and every couple of days the BitDefender Total Security 2011 Antivirus Module will crash with no warning or reason. After a fresh Windows install, and fresh BitDefender install, the only other programs I've run are Internet Explorer 8, World of Warcraft, and Ventrilo.

I can't keep reformatting every couple days because that's most often the only option to fix the problem.

Another strange thing happening is that most often when the module crashes, 10 GIGABYTES or more of hard drive space is used up with no trace of whats taking up that space.

I've used TreeSize to try and find whats taking up that space and it cant find it. It's not Windows Shadow Copy, or Windows Hibernation, and Windows Pagefile is normal.

Only happens when Antivirus crashes.

ToddB

Same problem, been driving me crazy for WEEKS.

I agree entirely. I have sent request after request to Bitdefender concerning this problem with NO reply and I believe if you search the forums (please refer to my post http://forum.bitdefender.com/index.php?showtopic=24024 with a link to this same problem and you will find this same issue is happening to many.

I find it disappointing to say the least that I buy a product that is expiring on a daily basis and I cannot even get a reply to a problem that many have and renders the product itself useless without a working AV!

Bitdefender can we get some direction here?

scousemouse

I havent had a reply from bd yet. Ive had enough with it now anyway so ive requested a refund. I have no faith in the product. Cant tell if its enabled or not so cant be trusted. Ill have to look around for a product that actually works and not the usuall cant find anything until the last 7 days then pretends to be useful lol

Nightgaunt

Same for me, posted my logs 5 days ago and not even a response in the forum posts let alone a fix

As I've already said elsewhere in other posts I ran 2010 and did not have a problem but ever since changing to 2011 I've had various problems almost everyday.

Based upon my experiences with BD2010 I've advised other people to go out an buy this product, my attitude has somewhat changed now and would now be wary of advising anyone to use it based upon my experinces to date and the lack of response to my problems.

I could understand if I at least got an acknowledgement someone was looking into it but I haven't even had that, very poor and at present none existent customer service IMHO " />

scousemouse

I havent had a response to any of my latest messages to customer support. I'm using other software now.

Nightgaunt

Another day and no response and guess what same problem again upon booting my machine.

Roll on yet another night of rebooting, manually updating and resetting BD2011.

Will someone at least acknowledge they have my log files and are looking at them?

t.meijers@chello.nl

Hi,

Same problem. Just out of the blue since yesterday. Reinstalled BD again and now having a -1011 update error. This piece of software is causing me headaches for over a month. Support? No support.

Regards,

Ton

Nightgaunt

Still trying to get this to work, I've lost count of how many times I've manually updated, rebooted and ran repairs and nothing is fixing it.

This has to be the worst software ever and lack of support doesn't help.

If I have no response by tomorrow (a full week with no reply is a disgrace!) I think I'll go buy a competitors software lodge a formal complaint and it's goodbye forever Bitdefender! " />

scousemouse

Just opened 2 e-mails from bd. Sorry your having problems we would like to offer you 2months free with an offer to look into problem further. Second e-mail offering 75% refund only as ive had software for over 30 days please confirm so we can continue with refund. 25% for 30 days for 75% worth of working software? 25% must cover the charge for refund process? I hope they dont auto renew a payment in 12 months for software i no longer use. Got to say though I did get a reply. Plenty of people are still waiting.

Unknown

Hello all,

I am very sorry for the encountered situation and for the negative experience with our product and our support. I know this reply comes a little bit late but I will try to offer answers for each question:

scousemouse: we received your refund request. The reason why my colleague offered you a 75% refund is the one she mentioned in the email - because the refund request has been sent after 30 days since the purchase (not the first install) of the product. My colleague replied in a few minutes with more details and a refund confirmation.

We hope you will reconsider our products in the future.

ToddB: I will answer to you on the other topic you opened.

Nightgaunt: We have sent you an email on 29Jan but we have not receive any reply form you yet.

Virus276: since you are also dealing with an update issue I would like to treat this separately. I also noticed that you cannot finish the Deep System Scan. So I will send you an email (Ticket ID 201102021039831 which refers to all 3 issues)

Deftones741: You mentioned that your HDD space is used up when BD crashes. The dump files created when after a BitDefender crash are stored in the location: C:\ProgramData\BitDefender\Desktop\Temp. Can you please check how many dump files do you have on this location? If you find any, please also upload them on Sendspace and provide us with a download link.

Thank you,

Carmen

Nightgaunt

I can't sent the logs you require with the PM I sent as the file is over 3Mb, as requested please forward an email address I can send these too.

Hello all,

I am very sorry for the encountered situation and for the negative experience with our product and our support. I know this reply comes a little bit late but I will try to offer answers for each question:

scousemouse: we received your refund request. The reason why my colleague offered you a 75% refund is the one she mentioned in the email - because the refund request has been sent after 30 days since the purchase (not the first install) of the product. My colleague replied in a few minutes with more details and a refund confirmation.

We hope you will reconsider our products in the future.

ToddB: I will answer to you on the other topic you opened.

Nightgaunt: We have sent you an email on 29Jan but we have not receive any reply form you yet.

Virus276: since you are also dealing with an update issue I would like to treat this separately. I also noticed that you cannot finish the Deep System Scan. So I will send you an email (Ticket ID 201102021039831 which refers to all 3 issues)

Deftones741: You mentioned that your HDD space is used up when BD crashes. The dump files created when after a BitDefender crash are stored in the location: C:\ProgramData\BitDefender\Desktop\Temp. Can you please check how many dump files do you have on this location? If you find any, please also upload them on Sendspace and provide us with a download link.

Thank you,

Carmen

nikki605

As you found out, you cannot send log/dump files attached to a PM. If you read the last sentence in Carmen's post that you quoted - "...upload them on Sendspace and provide us with a download link." Upload the file(s) to sendspace. Sendspace will give you a download link for each file. Copy/paste that download link into the PM.

Regards,

Nightgaunt

All well and good but the PM I received asked me to do the following:

"Hi Norman,

Since you have reinstall the 2010 version please only generate the autoruns logs as explained below then send me via email the results:

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 just attach it to the reply email and send it to us.

Looking forward to your answer!"

This is exactly what I did but have since realised the email address is a noreply one you sent to me.

I'll PM Danny with the Sendspace location and my product key as also requested.

As you found out, you cannot send log/dump files attached to a PM. If you read the last sentence in Carmen's post that you quoted - "...upload them on Sendspace and provide us with a download link." Upload the file(s) to sendspace. Sendspace will give you a download link for each file. Copy/paste that download link into the PM.

Regards,

nikki605

Oops Sending the download link to DanyDan in a PM is the best way to go. Be sure to include the trouble ticket number (if you were given one) and the link to this topic so he can read what you have posted so far.

Regards,