Sandbox Not Working?

Maaz

And yet another issue with Bitdefender Antivirus 2012.

Using fresh Windows 7, 64 bit.

I7 quad core processor with 8GB ram (so that's not the issue)

When clicking on sandbox icon in taskbar of browser (Firefox 7.1) nothing happens.

Is it supposed to work only in IE?

Anyone else see this issue?

Thanks....

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Maaz

Can anyone respond to this please?

what is supposed to happen when I press the sandbox icon?

Is the browser supposed to restart in a new window?

rootkit

Hi Maaz.

The browser should restart and all your tabs from the current session should be opened in a sandboxed window.

Do you have the latest build installed?

Maaz

Thanks for clearing that up..

Well, I can safely say, it does nothing to that effect, does not work at all.

Yes I have latest build installed and got updates set as well.

It's not working in any of my browsers...

unknown

Hello,

Are you sure you don't have 2 instances of the same browser open? This can be easily missed especially on Windows 7. When you click on the 'sandbox' button in the BitDefender toolbar, a second browser should open in sandbox.

Try to delete the browser cache settings and browsing history, restart the browser and check to see if the issue persist.

Maaz

Hello,

Are you sure you don't have 2 instances of the same browser open? This can be easily missed especially on Windows 7. When you click on the 'sandbox' button in the BitDefender toolbar, a second browser should open in sandbox.

Try to delete the browser cache settings and browsing history, restart the browser and check to see if the issue persist.

just to clarify, I work with computers every day.

so yes, I am sure I don't have two instances open..

It does not work in chrome, firefox or explorer, so deleting cache (which I have already tried) will solve nothing I am sure of that.

It just acts like an totally inactive button.

Maaz

come on guys... again totally no response..

this is getting so frustrating, seriously.

Maaz

Is anybody doing anything to address this issue?

I get next to no response from bitdefender support....

Maaz

why has this bene moved to safebox????

I'm talking about the SANDBOX functionality which has nothing to do with safebox.

Please move back to general.

unknown

Moved it back to General. The issue was already addressed and escalated for resolution. However, for the time being, I don't have an ETA for the fix. I have asked for one and I'll contact you as soon as I will have the answer from the Dev. team.

b1944193@klzlk.com

come on guys... again totally no response..

this is getting so frustrating, seriously.

Hmm, having the same problem.

Seems that sandbox is only working when you're logged in with administrator credentials.

Sandbox doesn't work with restricted user credentials. <img class= " />

rootkit

Sorry for the delayed reply.

Have used your Guest account to access Sandbox or a standard account?

Thank you.

Maaz

come on guys.

did a remote session with Dan ages ago.

Now all has gone quiet yet again?

Daniel, any progress on this?

Thanks.

rootkit

Welcome back Maaz

Danny is not available for the moment. Do you have the latest build installed?

http://forum.bitdefender.com/index.php?sho...st&p=124814

http://forum.bitdefender.com/index.php?showtopic=28647

Do you have a ticket ID created in the system?

We are looking forward to hearing from you. Have a nice day.

Maaz

Yes I have latest build installed.

Yes I have ticket pending.

Not being funny, but I suggest you as Daniel about this.

I really do not wish to repeat all the same steps for the fourth time since logging this issue with yourselves.

You have all the information, just look in your system, Daniel did a long remote session and he promised me a solution or at least an update within a week.

That was weeks ago.

Please get your customer service in order, I mean it when I say I do not wish to repeat the same remote sessions and logging for you guys again.

I did it over and over, enough s enough.

Hope you can appreciate that as it takes me a lot of time and it should be an issue that should be fixed by you guys straight after the first ticket.

rootkit

Welcome back Maaz

We apologize for any negative experience you have encountered with our products or our support. Your feedback is appreciated, and will be directed to the appropriate team for review, to enable us to improve our support and services.

Could please provide me your ticket ID so I can take a look?

Have a nice day.

Maaz

Welcome back Maaz

We apologize for any negative experience you have encountered with our products or our support. Your feedback is appreciated, and will be directed to the appropriate team for review, to enable us to improve our support and services.

Could please provide me your ticket ID so I can take a look?

Have a nice day.

For goodness sake..

What's the point in doing all these remote sessions and then not passing the results on?

You should have a record in stead of asking me for all these details.

This is seriously annoying.

This means that this problem still hasn't been looked at?

Look, here's the email Danny sent me shortly after

I don't know what Danny did or how he logged the issues...

I think I will seriously look for another solution as I am still on trial, and bitdefender would have to offer me one heck of a deal after all this hassle (firstly with youtube issue, strange internet behaviour on speedtest.net, laptop mode STILL not working correct and settings not sticking and now this sandbox issue as well)

All the above reported items are still not fixed, except the youtube lag... the rest is still not functioning properly

201110191019063

rootkit

Hello

Sorry for the delayed reply.

I've took a look on that ticket.

It's already submitted to Dev Team and they are working on a fix for the current situation.

We appreciate your understanding and cooperation in this matter.

Thank you.

Maaz

Hello

Sorry for the delayed reply.

I've took a look on that ticket.

It's already submitted to Dev Team and they are working on a fix for the current situation.

We appreciate your understanding and cooperation in this matter.

Thank you.

well, my trial will run out in 11 days.

Will this be fixed beforehand as I am not willing to invest in licenses whilst all these problems persist.

Please advise.

Thanks.

rootkit

Welcome back Maaz

Please check you PM.

Thank you.

Maaz

Welcome back Maaz

Please check you PM.

Thank you.

And still no solution to this problem..

Also laptop mode settings still do not stick after reset..

Come on guys...get your act together..

What's going on here, these bugs have been reported over 2 months ago....

Datoshing

I'm having the same problem. Just wondering if it has been fixed or not?

Maaz

this is starting to border on the ridiculous...

no update at all?

come on people at bd..

this is just crazy...

what is going on with this product?

please respond.........

:wacko:

Maaz

Is anybody still monitoring these forums?

This is getting stupid......

Maaz

Is anybody still monitoring these forums?

This is getting stupid......

hellooooooooooo??

Can I get an update please?

Maaz

For God's sake can someone please at least let me know whether these problems are being looked at?

I've reported these issues over a month ago and after some initial troubleshooting and some shared sessions with Danny (who apparently does not work with you guys any more... no idea why...) it has gone completely silent.

I am still on trial version which is about to run out and have heard nothing the past month regarding these issues...

I would like to have an update, either by PM or in this topic.

I will definitely not invest invest in this product if these problems do not get solved..

Thank god for the trial, shame it has taken this long to sort this out (and it is still not fixed)

Please, please someone from bitdefender give me an update as like I said before, trial is about to run out and I will not purchase licenses to a faulty product.

Thanks...

rootkit

Welcome back Maaz.

Sorry for the delayed reply.

Please archive this file

x:\windows\system32\drivers\bdsandbox.txt

where x=the system partition

and send me a PM with it. Thank you very much.

rootkit

Hello

The procedure was changed starting with the last update.

Please start your machine in Safe Mode.

[How to restart in SAFE MODE]

- Restart the computer;

- Press the "F8" key several times before Microsoft Windows begins to load; you need to press "F8" until you will be displayed a text menu;

- Select "SAFE MODE"

Open this file with Notepad:

C:\Program Files\Bitdefender\Bitdefender 2012\settings\sandbox\settings.ini

Modify log level to 1( loglevel = 1 ) and reboot your machine.

After this, the log will be created in C:\windows\system32\bdsandbox.txt

Now let the machine run for 2 hours, pack that file in a ZIP archive and send me a PM with it. Thank you very much.

Maaz

ok, will do.

will pm you link to download location of log around lunchtime.

thanks.

Hello

The procedure was changed starting with the last update.

Please start your machine in Safe Mode.

[How to restart in SAFE MODE]

- Restart the computer;

- Press the "F8" key several times before Microsoft Windows begins to load; you need to press "F8" until you will be displayed a text menu;

- Select "SAFE MODE"

Open this file with Notepad:
C:\Program Files\Bitdefender\Bitdefender 2012\settings\sandbox\settings.ini
Modify log level to 1( loglevel = 1 ) and reboot your machine.

After this, the log will be created in C:\windows\system32\bdsandbox.txt

Now let the machine run for 2 hours, pack that file in a ZIP archive and send me a PM with it. Thank you very much.

Maaz

Hello

The procedure was changed starting with the last update.

Please start your machine in Safe Mode.

[How to restart in SAFE MODE]

- Restart the computer;

- Press the "F8" key several times before Microsoft Windows begins to load; you need to press "F8" until you will be displayed a text menu;

- Select "SAFE MODE"

Open this file with Notepad:
C:\Program Files\Bitdefender\Bitdefender 2012\settings\sandbox\settings.ini
Modify log level to 1( loglevel = 1 ) and reboot your machine.

After this, the log will be created in C:\windows\system32\bdsandbox.txt

Now let the machine run for 2 hours, pack that file in a ZIP archive and send me a PM with it. Thank you very much.

File uploaded and link sent.

Please keep me posted.

Thanks

rootkit

Welcome back Maaz.

That file has been forwarded to our Developers for analysis.

I will get back to you when I have new data.

Thank you.

Maaz

and all goes quiet yet again!!!

come on guys...what's going on here?

rootkit

Welcome back Maaz.

We have a new version of Sandbox ( http://forum.bitdefender.com/index.php?sho...t&p=130652) in internal testing.

We are running some investigations and we will see if this issue is reproducing on the testing machines. If not, when the product update will be released, the issue will be fixed without your intervention.

Thank you.

rootkit

Hi Maaz

I have some fresh information regarding this situation. Our testing team analyzed that log and we did discovered the issue: there's a space in your username and Bitdefender couldn't that correctly.

Our developers from Sandbox are working to solve this issue before the next product update is released.

Thank you very much for your support.

Maaz

With latest upgrade 15.0.35.1486 sandbox is still NOT working.

Also, I changed my username to one without space, still sandbox is not working.

So I don't think that's the issue here.

Please keep me posted when this will be fixed, as I was told it would be with latest product update but clearly it hasn't.

Thanks.

rootkit

Hi Maaz

As you can see here

http://forum.bitdefender.com/index.php?sho...st&p=131129

the last update didn't include any updates for Sandbox.

I will post here the details when the latest version of Sandbox module will be released in the market via Automatic Updates.

Thank you.

Maaz

Hi Maaz

As you can see here

http://forum.bitdefender.com/index.php?sho...st&p=131129

the last update didn't include any updates for Sandbox.

I will post here the details when the latest version of Sandbox module will be released in the market via Automatic Updates.

Thank you.

I understand that, maybe next time don't say that the developers will fix it BEFORE the next update

that might safe some confusion on customer side.

Thanks for the update anyway, guess I'll just have to wait a bit longer.

keeping my fingers crossed it won't take months before this gets solved...

I did report this months ago...

thanks...

rootkit

Hi Maaz

Our developers from Sandbox are working to solve this issue before the next product update is released.

The sense of the phrase is: hopefully the fix will be available in the next product update(the last one).

Thank you.

Maaz

Any idea when the update resolving this issue will be released?

This has now taken sooo long...

A product should work out of the box, this is taking months to sort....

Maaz

Any idea when the update resolving this issue will be released?

This has now taken sooo long...

A product should work out of the box, this is taking months to sort....

This is REALLY starting to p!$$ me off now..

Is there anyone monitoring this?

This has now taken months, and even though presumably the culprint is found, it is still not fixed.

I am starting to really dislike the attitude of ignore the user here...

Update please?

Maaz

After latest update my sandbox is still not working.

I am not happy with this, this is going on for months and months now.

I am using this product even though it is not doing what it is advertising.

And all due to the fact my username has a space in it?

That should be easily fixed and should have been done ages ago.

What's happening, why is nobody keeping me informed?

What's the deal here people???

columbo

Hi

With latest upgrade 15.0.35.1486 sandbox is still NOT working.

Also, I changed my username to one without space, still sandbox is not working.

So I don't think that's the issue here.

Please keep me posted when this will be fixed, as I was told it would be with latest product update but clearly it hasn't.

Thanks.

That may be an issue for me. As I installed the Suite with the latest build update on a PC that has a space between my name, Jonny Quest, and Sandbox is not working with Chrome, IE, and FF.

When I enabled a Guest account (one name), and ran Sandbox from there, it worked perfectly, with FF and IE. So is it maybe a space issue? When you tried, and after you changed your PC name to one without a space, did you then re-install B.D. so it could "cleanly" pick up on your new PC name into its files etc?

Maaz

That may be an issue for me. As I installed the Suite with the latest build update on a PC that has a space between my name, Jonny Quest, and Sandbox is not working with Chrome, IE, and FF.

When I enabled a Guest account (one name), and ran Sandbox from there, it worked perfectly, with FF and IE. So is it maybe a space issue? When you tried, and after you changed your PC name to one without a space, did you then re-install B.D. so it could "cleanly" pick up on your new PC name into its files etc?

I use my PC for work, and need a space in my account name, so doing that is not an option for me.

It should be an easy fix for Bitdefender s they have found that this is indeed the issue months ago but still no fix....

columbo

I understand, as even though for me, this is a personal PC and I could change my name, I don't want to, and would think we shouldn't have to.

rootkit

Hello

The fix was made, but the this version of Sandbox did not entered in the latest product update.

When it will be available, I will let you know.

We are sorry for the inconvenience.

Maaz

This problem is still not fixed..

Come on people, how long does it take?

Together with laptop mode settings not sticking, this is a major let down.

You clarified and identified the problem months ago yet there is still no word on a solution.

What's going on...

Maaz

This problem is still not fixed..

Come on people, how long does it take?

Together with laptop mode settings not sticking, this is a major let down.

You clarified and identified the problem months ago yet there is still no word on a solution.

What's going on...

Is anyone even monitoring these forums?

The lack of correspondence and not giving clear answers is driving people away from this software.

What's the deal people?

Can anyone keep me posted here?

I am a customer nonetheless...

sysWOW64

wow. fantastic and i am supposed to buy this security suite now i am in middle of it <_< .

aradu2000

I cannot use also the Sandbox (Windows 7 HP, IE9); run as simple user; not admin.

Get an access denied for a Java component (see attachment)....

Maaz

Right Bitdefender support...

What's happening regarding this?

I now have 51 days left of my subscription and nothing has been done to resolve this problem.

I will certainly not be paying money to renew if this is not solved...

Maaz

Right Bitdefender support...

What's happening regarding this?

I now have 51 days left of my subscription and nothing has been done to resolve this problem.

I will certainly not be paying money to renew if this is not solved...

HELLO!!!!!!!

Is anyone monitoring this?

A response would be nice.

Honestly, customer service is awful with bitdefender....