Real Time Protection Is Disabled And Enabling It Fails

conflux

Hello. I have BitDefender Antivirus Pro 2011.

I use Windows 7 64 bit.

Real Time Protection is Disabled and Enabling it Fails.

I have no other programs running with real time protection enabled.

I ran the trouble shooting wizard and got the following report:

http://i.imgur.com/MqGNm.png

I did have one of the free AVs installed (prior to installation of BitDefender Antivirus Pro 2011) but I can remember if it was AVG, Avast or Avira.

If the solution to my problem is a reinstall, how will that affect my product registration?

Thanks for reading this.

nikki605

@conflux - like you, I am also running BDAV Pro 2011 on my Win7 Pro 64-bit laptop, but I don't have the problem with real time protection disabling.

Before bothering with a re-install of BD, I think your time would be better spent finding and removing any and all traces of any other security programs that may be on your system. Check in Windows Add/Remove programs to be sure. Use Windows Explorer to check in the C:\Program Files and C:\Program Files (x86) folders for any signs of the programs you mentioned (AVG, Avast or Avira) and then use the appropriate uninstaller from HERE to remove them.

You also stated, "I have no other programs running with real time protection enabled." which sounds to me like you do have another security program installed, but with real time protection DISABLED. If that's the case, depending on the program, disabling it may not be enough. You may want to try uninstalling it, as well.

Once you are sure that all other security programs have been completely removed, then you may want to try uninstalling and re-installing BDAV.

Regards,

conflux

@conflux - like you, I am also running BDAV Pro 2011 on my Win7 Pro 64-bit laptop, but I don't have the problem with real time protection disabling.

Before bothering with a re-install of BD, I think your time would be better spent finding and removing any and all traces of any other security programs that may be on your system. Check in Windows Add/Remove programs to be sure. Use Windows Explorer to check in the C:\Program Files and C:\Program Files (x86) folders for any signs of the programs you mentioned (AVG, Avast or Avira) and then use the appropriate uninstaller from HERE to remove them.

You also stated, "I have no other programs running with real time protection enabled." which sounds to me like you do have another security program installed, but with real time protection DISABLED. If that's the case, depending on the program, disabling it may not be enough. You may want to try uninstalling it, as well.

Once you are sure that all other security programs have been completely removed, then you may want to try uninstalling and re-installing BDAV.

Regards,

I do use Zone Alarm as my firefall but it's the basic version w/out AV protection:

http://www.zonealarm.com/security/en/cdn/i...ion=9.3.014.000

What reputable free firewalls are compatible with BitDefender 2011?

I also use Threatfire because it is advertised as a 3rd Tier Security App that can run with any AV program.

I'll uninstall is though.

I am going run the uninstallers in safe mode after I learn of the compatible firewalls.

Lionet

Hi Conflux,

What reputable free firewalls are compatible with BitDefender 2011?

As far as I know, provided that you are cautious, the Windows Seven firewall is pretty enough to protect you. Does it work with BD antivirus version?

I also use Threatfire because it is advertised as a 3rd Tier Security App that can run with any AV program.

I'll uninstall is though.

I am going run the uninstallers in safe mode after I learn of the compatible firewalls.

I do not know really these programs.

What I know about deinstalling programs is that it is usually difficult to get rid of bits of software.

Use CCleaner.

Ccleaner

1) Check if the programs you want to get rid of do not appear in the msconfig and uncheck them there before starting again.

2) Try to deinstall them with the "uninstall" function if there is any...

3) Then use Ccleaner (registry part) to check if bits of these programs still appear... and delete them.

Be careful, the registry mode can be dangerous to use too.

4) The last search: to enter the registry base and check for the program that is supposed to be deleted... " /> and delete what is left. That too can be dangerous if we delete the wrong file... Check carefully first the name of the files to be deleted.

Then, you will be able to reinstall/restore BD... I guess.

good cleaning!

L.

Andy2010

I have the same problem, but a little bit different then the thread starter.

The last weeks it happens very often that when I start my Notebook (Win7 32bit, BDAV 2011 32bit) for the first time of the day, that the Real Time Protection isn't started. I try to start it manual with the problem solve menu, the programm tries to start the protection but fails after a few seconds.

The only solution is to do a restart again and again uptil the protection is started. Some days this takes 3-4 restarts.

But when it's running then it's running for the whole day without a problem.

To make the different more clearly, I don't have any other security programms on my Notebook up to the Windows Firewall.

nikki605

I have the same problem, but a little bit different then the thread starter.

The last weeks it happens very often that when I start my Notebook (Win7 32bit, BDAV 2011 32bit) for the first time of the day, that the Real Time Protection isn't started. I try to start it manual with the problem solve menu, the programm tries to start the protection but fails after a few seconds.

The only solution is to do a restart again and again uptil the protection is started. Some days this takes 3-4 restarts.

But when it's running then it's running for the whole day without a problem.

To make the different more clearly, I don't have any other security programms on my Notebook up to the Windows Firewall.

Next time the problem occurs, please follow the procedure below to have BD tech support investigate your issue further.

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,

Andy2010

Ok, then I do it right now. I have the problem again since I started the Notebook today.

Mihaela M.

Hi all,

In order to fix the issue you have with the Real-time protection I invite you to follow the steps from the following article:

http://kb.bitdefender.com/site/KnowledgeBase/article/810/

In case the issue reoccurs, please feel free to post here.

Thank you!

Andy2010

Thank you for your answer.

But the download of the two patch files doesn't work anymore. Could you please fix this ?

Unknown

Hello Andy,

I have created a ticket on your behalf with ID: 201102161007235. Please check your email associated with your forum account for further instructions.

Regards,

Tetrapak

Hello. I have BitDefender Antivirus Pro 2011.

I use Windows 7 64 bit.

Real Time Protection is Disabled and Enabling it Fails.

Hello all,

I do have the same issue : [Windows 7 64 bits Professionnel / BitDefender Internet Security 2011]

Everything was ok yesterday and today I have no idea why, the Antivirus is not functionning (according to BitDefender, but the Services.msc shows that the service is active...).

Also I do not have access anymore to the Analyse part of the Antivrus section.

I cannot turn it on.

So no Antivirus and no Analyse, therefore I do not have a way to scan if I have been infected.

I tryed to download the BitDefender patches, but the link to download them are no longer up.

What shall I do ?

daz123

Hello all,

I do have the same issue : [Windows 7 64 bits Professionnel / BitDefender Internet Security 2011]

Everything was ok yesterday and today I have no idea why, the Antivirus is not functionning (according to BitDefender, but the Services.msc shows that the service is active...).

Also I do not have access anymore to the Analyse part of the Antivrus section.

I cannot turn it on.

So no Antivirus and no Analyse, therefore I do not have a way to scan if I have been infected.

I tryed to download the BitDefender patches, but the link to download them are no longer up.

What shall I do ?

I don't know if this will help but I had this problem after uninstalling Avast! from add/remove programs and then installing BitDefender.. What I did to fix it was remove BitDefender and restart my pc, then download avast removal tool and run it (http://www.avast.com/uninstall-utility) and then restart PC after Avast! removal tool has done it's bit, then I re-installed BitDefender and everything was okay.

I hope this helps

Andy2010

Hello Andy,

I have created a ticket on your behalf with ID: 201102161007235. Please check your email associated with your forum account for further instructions.

Regards,

Thank you, the last two I hadn't the problem. I will try the solution in your E-Mail when it happens again.

Andy2010

Today the problem is back.

As I wrote in the answer Mail the status of the Bitdefender Virus Shield service is set to "started" and the startyp is automatic.

But when I take a look at the Real Time Protection module in Bitdefender is says that is isn't working.

The two patches can't I test because the download links doesn't work anymore.

pozzo

Hello. I have BitDefender Antivirus Pro 2011.

I use Windows 7 64 bit.

Real Time Protection is Disabled and Enabling it Fails.

I have no other programs running with real time protection enabled.

I ran the trouble shooting wizard and got the following report:

http://i.imgur.com/MqGNm.png

I did have one of the free AVs installed (prior to installation of BitDefender Antivirus Pro 2011) but I can remember if it was AVG, Avast or Avira.

If the solution to my problem is a reinstall, how will that affect my product registration?

Thanks for reading this.

I have the same problem, I only have BDIS 2011 installed, I lodged a complaint using Help & Support tool integrated in BDIS 2011, they have sent me a ticket...but the problem is still not solved, it sometimes solved by restarting again and again. I think an update is causing this. BDIS 2011 is really buggy!

Unknown

Hi Pozzo,

The newest ticket I was able to locate associated with your email address is dated 70 days ago, where my colleague Cristina asked you to generate some log files however we received no reply from you. Please check your email and send me the log file for analysis. As soon as it will be finished, you will have my answer via email and posted in this topic.

Your ticket ID is: 201012211008283.

Looking forward to your answer!

pozzo

Hi Pozzo,

The newest ticket I was able to locate associated with your email address is dated 70 days ago, where my colleague Cristina asked you to generate some log files however we received no reply from you. Please check your email and send me the log file for analysis. As soon as it will be finished, you will have my answer via email and posted in this topic.

Your ticket ID is: 201012211008283.

Looking forward to your answer!

No, that time the problem got so bad that I was forced to reinstall an older version! Otherwise my work was getting stalled. My recent ticket no. is 201102251007451 under the email of pozzo@gmx.us

I have uploaded logs using the inbuilt tool of BDIS 2011, hence the ticket number.

pozzo

Have you received the logs BDIS 2011 sent?

Andy2010

Hello DanyDan,

the problem is back again today. The real time protection doesn't start with the Pc start.

So it also happens with the new 14.0.28.351.

pozzo

It happened again! Please release an update fix very soon. Many ppl. are having the same problrm, as you can see

Unknown

Hello,

Pozzo: pleaase check your email associated with the ticket ID: 201102251007451.

Andy: you will also need to check your email and send me the requested information. Ticket ID: 201102161007235.

Thank you !

Best regards,

chrisand

Hi All,

Also having the same issue.

I am running BDAV Pro 2011 on my Win7 Pro 64-bit desktop and I have a problem with real time protection disabling and a warning that my computer has never been scanned for viruses

I have removed any and all traces of AVAST, my previous security program. Windows Defender is disabled. I am also using Comodo but I have issues even with it turned off.

Attached screenshot of issue

Regards,

Chris

Listerman

I'm having the same issue as Chrisand. I've never used another AV on my PC and the issue is starting to bother me.

Unknown

Hi Chris,

I have analyzed the logs you've sent and I would like to point out the fact that having multiple security solution having a real time protection module will cause issues, like the one you encounter.

In your case you use both Comodo Internet Security and BitDefender. You will have to decide to keep one of the two.

You can uninstall Comodo using the tool they provide from the link below:

http://forums.comodo.com/install_setup_con...y-t36499.0.html

Once you removed Comodo please reinstall BitDefender using our tool from:

http://www.bitdefender.com/uninstall

- right click on the saved file and select 'Run as Administrator';

- click on the Uninstall button;

- restart the PC when you are requested to;

- check and clean your PC for any traces of BitDefender using a registry cleaner such as CCleaner or Argente

- restart the PC again;

- uninstall Windows Live Family Safety - another security solution having a Real Time Protection module

- download the appropriate product version you purchased from the link below:

IMPORTANT: even if you disable the other security solutions, you will have to disable the drivers they install and remove the associated entries from Windows Start-up. Disabling the modules within the security solution does not mean that the software is disabled especially for the real time protection drivers.

BitDefender Antivirus Pro 2010 x64 download link:

http://download.bitdefender.com/windows/de...us_2011_64b.exe

- right click on the saved file and select 'Run as Administrator' and proceed with the installation. Let me know if the issue is resolved after you uninstall the other two software and you reinstall BitDefender.

Nick: you already have another topic open where we troubleshoot the issue you encounter. Also, the reason of the issue is because you did not used the uninstall tool to remove BitDefender. I do believe that following the same steps as Chris (except those to uninstall Comodo and Windows Family Safety) will resolve the issue.

Your topic can be read HERE

Kind regards,

Listerman

Thanks Dany. So far so good after following your instructions.

chrisand

Hi Chris,

I have analyzed the logs you've sent and I would like to point out the fact that having multiple security solution having a real time protection module will cause issues, like the one you encounter.

In your case you use both Comodo Internet Security and BitDefender. You will have to decide to keep one of the two.

You can uninstall Comodo using the tool they provide from the link below:

http://forums.comodo.com/install_setup_con...y-t36499.0.html

Once you removed Comodo please reinstall BitDefender using our tool from:

http://www.bitdefender.com/uninstall

- right click on the saved file and select 'Run as Administrator';

- click on the Uninstall button;

- restart the PC when you are requested to;

- check and clean your PC for any traces of BitDefender using a registry cleaner such as CCleaner or Argente

- restart the PC again;

- uninstall Windows Live Family Safety - another security solution having a Real Time Protection module

- download the appropriate product version you purchased from the link below:

IMPORTANT: even if you disable the other security solutions, you will have to disable the drivers they install and remove the associated entries from Windows Start-up. Disabling the modules within the security solution does not mean that the software is disabled especially for the real time protection drivers.

BitDefender Antivirus Pro 2010 x64 download link:

http://download.bitdefender.com/windows/de...us_2011_64b.exe

- right click on the saved file and select 'Run as Administrator' and proceed with the installation. Let me know if the issue is resolved after you uninstall the other two software and you reinstall BitDefender.

Nick: you already have another topic open where we troubleshoot the issue you encounter. Also, the reason of the issue is because you did not used the uninstall tool to remove BitDefender. I do believe that following the same steps as Chris (except those to uninstall Comodo and Windows Family Safety) will resolve the issue.

Your topic can be read HERE

Kind regards,

Hi Danny,

Thanks for your email. I did exactly as you instructed, it worked for a day or two and now has the same issue - real time protection disabled. To be honest mate, I am really getting fed up of BitDefender. I used to have Avast for 3-4 years and never had these issues...

Will resend you the supporttool.exe files when I find the will to live

Cheers,

Chris

Andy2010

Hello DanyDan,

today the issue is here back, too.

Is there no other way to handle with it as an remote connection ?

Unknown

Hello,

Chris: took ownership of the ticket you had with my colleague Mihaela and sent you further instructions. If it's OK with you, I would like to perform a remote session on your PC and look deeper into the issue, try to find the cause, then to be able to provide you with a permanent fix. Please check your email associated with your forum account. Ticket ID: 201103031000201.

- you haven't uninstalled Windows Live Family Safety according to the last set of logs you've sent me;

Andy: In your last reply to the ticket ID: 201102161007235 you said that you do not agree with a remote session as I proposed in my email dated 03/01/2011 20:36:43. If you have decided to have the remote session with me please send me the ID and password via email along with a day and time when you are available. Last but not least please include a phone number where I can reach you.

Have a great weekend !

chrisand

Chris: took ownership of the ticket you had with my colleague Mihaela and sent you further instructions. If it's OK with you, I would like to perform a remote session on your PC and look deeper into the issue, try to find the cause, then to be able to provide you with a permanent fix. Please check your email associated with your forum account. Ticket ID: 201103031000201.

- you haven't uninstalled Windows Live Family Safety according to the last set of logs you've sent me;

Hi Dan,

Thanks again for your email - very helpful. I have now disabled windows live family safety and Bitdefender appears to be running normally. I did not originally disable it in the windows 'services' because it was set to manual which I assumed meant it was not turned on.

Anyway, now it is working and so there is no need to perform a remote session. If the issue pops up again in a few days lets try that.

Thanks again for all your help

Cheers,

Chris

Listerman

after a PC reboot I am back to a disabled real time protection and I am unable to fix it

lorddraco

I too have this problem.

Unable to resolve. Even after clean-up and install bitdefender again. Could it be SP1 issue? I have installed SP1.

Unknown

Hello,

Nick: have you removed all traces of the previous two security software you were using using the specific uninstall tools ? Would you agree with a remote session to try to resolve the issue together ?

Chris: glad to see the issue is now resolved. If you have any further queries feel free to contact us anytime!

LordDraco: Please define 'clean-up and install'. Can you reproduce the steps you took ? You should mention in your post whenever you request for assistance the basics information about your PC and what BitDefender product are you using therefore I would kindly ask you post these info here. 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!

Kind regards,

chrisand

Hello,

Nick: have you removed all traces of the previous two security software you were using using the specific uninstall tools ? Would you agree with a remote session to try to resolve the issue together ?

Chris: glad to see the issue is now resolved. If you have any further queries feel free to contact us anytime!

LordDraco: Please define 'clean-up and install'. Can you reproduce the steps you took ? You should mention in your post whenever you request for assistance the basics information about your PC and what BitDefender product are you using therefore I would kindly ask you post these info here. 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!

Kind regards,

Dan - the problem is back again...I have replied to the email Daniel Manea sent me agreeing to a remote session. Hope we can crack this.

Unknown

Hi Chris,

I am the one sending you the emails I have replied to your answer with my schedule for next week so we can set together a convenient time to perform the session. Thank you.

Regards,

lorddraco

Hello,

Nick: have you removed all traces of the previous two security software you were using using the specific uninstall tools ? Would you agree with a remote session to try to resolve the issue together ?

Chris: glad to see the issue is now resolved. If you have any further queries feel free to contact us anytime!

LordDraco: Please define 'clean-up and install'. Can you reproduce the steps you took ? You should mention in your post whenever you request for assistance the basics information about your PC and what BitDefender product are you using therefore I would kindly ask you post these info here. 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!

Kind regards,

I have uninstall and using ccleaner to clean-up the my os. After install afresh with new download from bitdefender, the problem still arise after an automatic update.

I am using the following

Windows 7 64-Bit Home Premium Edition SP1.

Bitdefender Internet Security 2011

I have follow closely the step take to fixed this problem. But only after a day. The same problem come back.

I dont have any other Anti-virus software.

See attached screen capture of my bitdefender 2011.

Dogman

I have been having the same problem as well. I am running BitDefender Antivirus Pro 2011 on a Windows 7 Professional (64) system. I had BitDefender Antivirus Pro 2010 before and didn't have any problems with it (except for the bad update that was rolled out last year) and I am regretting the upgrade.

The problem is intermittent in that some days Real-Time protection starts with no problems, other days I have to re-boot my system several times or run "repair BitDefender" to get it working again.

I talked to BitDefender Technical Support several weeks ago and the first thing that I was told was to remove any other security software on my system (and place my faith in the one security product that I knew was NOT working correctly). I did this and it made no difference, BitDefender was still not functioning correctly - even after a re-installation. Since then I have re-installed the other security software and still use BitDefender since it works 60% of the time. I hope that the BitDefender team finds a fix for this.

lorddraco

Ticket ID:201103061002656

I still have the same problem. yesterday before shutdown .. the real-time protection is ok. Boot up today. Same problem.

Seriously got issue.

AlphaLima

I'm having the same issue. I've had BitDefender on my computer for a couple of weeks and it's been working like a charm. Then, it picks up this virus and keeps catching it upon replication. I got irritated, booted up in Safe Mode, deleted the virus source itself, and restarted to find that the Real Time Protection wasn't working, along with the program not remembering who I am.

kobus@vdvyver.co.za

I have had the same issue for months now with no lasting solution from support. Problem always comes back within a day or two. I did a clean install of my operating system(Windows 7 64 bit) after a format but the problem persists even after that. I have send my logs created by the support tool to Bitdefender support in South Africa but have had no reply. I have been using bitdefender for many years without issues but it has now become a liability. I am on my why to buy another antivirus solution now. DISAPPOINTED!!!

Unknown

Hello everyone,

Lorddraco: I have sent you an answer in response to the ticket ID: 201103061002656. Please send me the requested log files for analysis.

AlphaLima: 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.

Kobus: I have created a ticket with ID: 201103261004551. Please send me the results of the recommended steps I've sent you via email.

Regards,

Dogman

Hello BitDefender Team:

I haven't seen any activity here in several days and I was wondering how a fix for this problem was going.

Today I have tried repairing BitDefender Antivirus Pro 2011 and restarting my computer 6 times, but the Real-Time Protection still refuses to start. Usually it will start after about 2 or 3 system restarts. Luckily the "Expires in:" counter still works though.

I have a birthday coming up soon; a fix would make a nice present.

Thanks.

Unknown

Hi Dogman,

I have sent you an answer via email in response to the ticket you had open with me (ID: 201103061002656). Follow the recommended steps (Repairing BitDefender was not what I suggested in the email) then please confirm if the issue is resolved or it still persists.

Looking forward to your answer!

Andy2010

The same here. Since the last Update at 21.03.2011, I don't have had any problems with the real time protection.

But after the update to the new build yesterday, the real time protection doesn't start at first PC boot of the today.

Offtopic: Is there any changelog for the new build ?

Dogman

Hi Dogman,

I have sent you an answer via email in response to the ticket you had open with me (ID: 201103061002656). Follow the recommended steps (Repairing BitDefender was not what I suggested in the email) then please confirm if the issue is resolved or it still persists.

Looking forward to your answer!

DanyDan:

I haven't received any e-mails recently; when was it sent? I looked around in "MyAccount" at BitDefender as well, but didn't find anything. Is there a way to check past correspondence?

Thanks.

Unknown

Hi,

Dogman: I've sent you the email on 03/26/2011 09:27:17 on your Yahoo email account (the address associated with your forum account). Please check your email and let me know if you received it or not.

The correspondence is not stored under 'MyAccount' page but on your email.

Kind regards,

ThomasEsparza

Is this where I can get help if my real time protection won't turn on?

I've tried turning off windows firewall, but it won't work, so for now I'm using windows defender.

Janes23ville

((Posted what's below elsewhere yesterday and had no response, so I am trying a more active forum entry))

Howdy...

I have used BitDefender 2009 for nearly two years now and decided to try Total Security 2011 before making a choice on what to use to replace my 2009 version. I have used the 2011 version for about 10 days without any problems until this morning. I am using Windows XP SP3 (32 bit).

I noticed a BitDefender warning tag today and found the problem was "real-time protection is disabled." I attempted a restart as directed but received a "failed" message. I then checked the Virus Scan tab in the Antivirus section and found no action available (the module was not available, I think was the message). I went to the services window and checked the Virus Scan service. It was noted as "Started." I attempted to stop and restart it but received an "access denied" pop-up message. When I returned to the Virus Scan tab, the scan section was still unavailable.

I then used the windows restore function to go back a few days to when everything was working OK. After that process and the restart, I now have access to the Virus Scan function (Deep Scan, Full Scan, etc) but still have the warning message regarding "real-time protection is disabled."

I had a terrible time installing this program. I was not able to use the free upgrade function because I was wanted to try Total Security and the upgrade only allowed 2009 > 2011, product for product, so I had to totally unstall BitDefender 2009 before I could install Total Security 2011. That was a NIGHTMARE!!!!!! Then everything worked for 10 days. Now I have this problem. I got rid of Norton several years ago after using them nearly 10 years because they had all of these terrible uninstall/reinstall problems and because of random program problems that required me to waste my time trying to keep their programs going.

I hope I am not going to have that kind of problem with BitDefender. I had a couple of problems early with BitDefender 2009, but your tech support responded with excellent help, and things were solved quickly. Looking at these forums, it does not look like you are solving this problem very quickly. My trial expires soon. I hope you can help.

Thanks,

Tom

Dogman

Hi,

Dogman: I've sent you the email on 03/26/2011 09:27:17 on your Yahoo email account (the address associated with your forum account). Please check your email and let me know if you received it or not.

The correspondence is not stored under 'MyAccount' page but on your email.

Kind regards,

DanyDan:

The only e-mail that I received from BitDefender around that time was an advertisement for DocLock on the 29th, an e-mail from BitDefender on the 1st of March asking "How would you like to win a BMW 3 Series," and an e-mail in February stating that I was not eligible for a refund. I could not find any correspondence from BitDefender explaining a fix for AntiVirus Pro 2011 on the 26th of March, or any other dates this year. Could you resend the response please?

Thanks.

Unknown

Hello,

Have you checked the Spam folder ? I have attached a screenshot showing the dates when we sent you the email (twice). I also resent the email and also you can access the link below and follow the steps from our Knowledge Base Article:

http://kb.bitdefender.com/site/KnowledgeBase/article/810

I'm fairly confident the above solution will solve the issue you reported, but should you require further assistance please don't hesitate to contact us.

Best regards,

Dogman

Hello,

Have you checked the Spam folder ? I have attached a screenshot showing the dates when we sent you the email (twice). I also resent the email and also you can access the link below and follow the steps from our Knowledge Base Article:

http://kb.bitdefender.com/site/KnowledgeBase/article/810

I'm fairly confident the above solution will solve the issue you reported, but should you require further assistance please don't hesitate to contact us.

Best regards,

DanyDan:

Thank you for your help. I was never saying that you did not send a response, only that I did not receive it. E-mail delivery is not 100% dependable.

I wish that you understood my frustration with this product.

I purchased it in January and it has never worked correctly. Since it is a system security product, its proper functioning is paramount. Yet, the first thing that I was told when I spoke with BitDefender Technical support was that I had to remove any other security products, which are functioning properly to protect my system, and rely on the one security product that I know is not functioning properly. Technical Support never even considered that there might, in fact, be a problem with their product, simply assuming "its a problem with the other guy's software." Even after I did this, BitDefender Antivirus Pro 2011 still ceased to function properly, leaving my system with essentially no security. It is now April and the problem still has not been fixed.

In the mean time, in order to get the product working again, I have had to re-start my system several times, which is frequent, run the "Repair BitDefender Antivirus" program, or completely uninstall the product and then re-install BitDefender Antivirus Pro 2011. The last is a lengthy task since one has to weed through seven screens, waiting for the actual product to download, waiting for a pre- virus scan and the "Congratulations!" box, the EULA box, etc..., before they can actually install the product. Additionally, cut-and-paste functions are disabled (why is that?) so all user information and credentials have to be typed in. Since I use randomly generated, difficult to guess, long passwords, typing them in is tedious.

In the past several months I have had to perform all of these tasks over and over again in order to get BitDefender Antivirus Pro 2011 working properly and protecting my system. I paid 39.95 USD for the privilege of all of this which George Radulescu informed me was un-refundable after 21 days of when I had purchased the product (I had thought the policy was a 30 day period as stated at this page).

I appreciate your efforts to fix the problem; however, I have not been too impressed with BitDefender Antivirus Pro 2011 and I hope that the fix that you recommended will finally give me trouble-free performance from BitDefender Antivirus Pro 2011 for the rest of the 9 months that the license is valid.

Again, thank you for your help and my frustration is not directed at you, but at a product that is tedious to install and does not function properly, and a company that does not stand by its stated policies.

Dogman

DanyDan:

I downloaded the two patch files from http://kb.bitdefender.com/site/KnowledgeBase/article/810 and attempted to run bdfsfltr_1.exe, but it complains about missing files.

Here are the contents of the log file:

bdfsfltr.inf is NOT present

bdfsfltr.cat is NOT present

bdfsfltr.sys is NOT present