[resolved]cannot Get Bdts 2012 To Install

jewelr

I have tried everything and I am still unable to install BDTS 2012. I get the error that I have attached.

rootkit

Hi and welcome to our forums.

Please follow the steps explained in the article below and send me via PM the generated log file:

http://forum.bitdefender.com/index.php?showtopic=29927

If you were already asked to generate the log file, disregard the message above and just post the ticket ID.

Thank you.

jewelr

Hi and welcome to our forums.

Please follow the steps explained in the article below and send me via PM the generated log file:

http://forum.bitdefender.com/index.php?showtopic=29927

If you were already asked to generate the log file, disregard the message above and just post the ticket ID.

Thank you.

Ticket ID:201111061001487

I have tried to generate the log file but it hangs at the end while its generating the log file. I let it sit there for over an hour and I have to cancel.

rootkit

Hello

Thank you for you post.

Please check your inbox in about 20 minutes.

I will send you further instructions over email.

Have a nice day.

jewelr

Hello

Thank you for you post.

Please check your inbox in about 20 minutes.

I will send you further instructions over email.

Have a nice day.

I still cant install BDTS 2012. Tech support was going to connect to my computer to diagnose the install issue. I replied to support 2 times with 2 different availability times and i haven't heard back from support since. This has been going on for almost 2 months now! should I jut give up? " />

rootkit

Hi Michael

We are sorry for delaying our answer.

My colleague Carmen has rescheduled the remote session. Please reply via email to that ticket ID.

Thank you very much for understanding.

Happy Holidays!

jewelr

Hi Michael

We are sorry for delaying our answer.

My colleague Carmen has rescheduled the remote session. Please reply via email to that ticket ID.

Thank you very much for understanding.

Happy Holidays!

I already replied and I am waiting confirmation for 12/29.

rootkit

Welcome back Michael

Thank you for your feedback.

Take care.

jewelr

Welcome back Michael

Thank you for your feedback.

Take care.

After 3 1/2 hours with tech support connected to my computer, they were still unable to get BDTS 2012 installed on my machine . They took some logs and I am currently waiting for tech support to get back to me.

rootkit

Hi Michael

I've talked to my colleague that made the remote session. It seems that you have some restriction made on the system. He said that even Microsoft Visual C++ Redistributable 2010 could not be installed because the installer returned an error message related to group policy.

I want to try something else: please create a new account in Windows. Name it Michael 2 or pick another name. Please make sure that this is administrator and has full rights over the system and files.

You can try now to uninstall Bitdefender 2011 and install Bitdefender 2012.

You have the installation steps here:

http://forum.bitdefender.com/index.php?act...f=241&id=44

Thank you for your time and we are sorry for the inconvenience.

p.s.: the collected logs have thousands of lines, we will need some time to analyze them. You will receive an email when the analysis is over.

Take care.

jewelr

Hi Michael

I've talked to my colleague that made the remote session. It seems that you have some restriction made on the system. He said that even Microsoft Visual C++ Redistributable 2010 could not be installed because the installer returned an error message related to group policy.

I want to try something else: please create a new account in Windows. Name it Michael 2 or pick another name. Please make sure that this is administrator and has full rights over the system and files.

You can try now to uninstall Bitdefender 2011 and install Bitdefender 2012.

You have the installation steps here:

http://forum.bitdefender.com/index.php?act...f=241&id=44

Thank you for your time and we are sorry for the inconvenience.

p.s.: the collected logs have thousands of lines, we will need some time to analyze them. You will receive an email when the analysis is over.

Take care.

I enabled the admin account and logged in to the administrator account. I think that is probably as good if not better then creating another user account, correct? I still received the same error. I don't know why tech couldn't get the Microsoft Visual C++ Redistributable 2010 installed but I was able to with no problem. I do see in the event viewer while installing BDTS 2012 there is a problem with installing Microsoft Visual C++ Redistributable 2010 during the BDTS install. Why would it need to install that if it is already installed?

rootkit

Welcome back

Thank you for your feedback.

I will get back to you when I have the results. Thank you for understanding.

Take care.

jewelr

Welcome back

Thank you for your feedback.

I will get back to you when I have the results. Thank you for understanding.

Take care.

I will be patiently waiting...

rootkit

Welcome back

Your patience will be rewarded at the of the investigation.

Thank you.

jewelr

Welcome back

Your patience will be rewarded at the of the investigation.

Thank you.

I have replied to the email about scheduling a remote session on Monday 1/9 at 10:00 AM EST. I will be ready for the session at that time.

rootkit

Welcome back Michael.

Yes, I know about the remote session. Your case is special and the remote session will be done by one of the Senior engineers and someone from the testing team.

Thank you very much for your collaboration. Your time will be rewarded.

Take care.

jewelr

Welcome back Michael.

Yes, I know about the remote session. Your case is special and the remote session will be done by one of the Senior engineers and someone from the testing team.

Thank you very much for your collaboration. Your time will be rewarded.

Take care.

I have been waiting since 10:00, it is now 10:35. Please see if you can find out what the delay is.

jewelr

I have been waiting since 10:00, it is now 10:35. Please see if you can find out what the delay is.

Well I am going to assume that you forgot about our remote session scheduled for today at 10:00 EST. It is now 11:30 EST and if you still are able to connect today, shoot me an email and I will make that machine available again. I check my email every 5 minutes. Disappointed once again. Frustrating that you would make me wait for a scheduled remote session without even sending me an email update... I am a patient man but wow, you are really making it hard to stick around.

rootkit

Hi Mike

We are sorry for the inconvenience.

My colleague Carmen will try to connect to your machine right now. Do you have the remote software turned on?

Take care.

jewelr

Hi Mike

We are sorry for the inconvenience.

My colleague Carmen will try to connect to your machine right now. Do you have the remote software turned on?

Take care.

I will make it available now...

rootkit

Hi

Carmen told me that is now connected.

Thank you.

jewelr

Hi

Carmen told me that is now connected.

Thank you.

Ok, well we finally have BDTS 2012 installed on my machine . I was real close to calling it quits but it seems like the 2012 version may have been worth the wait. The end result of the error from what I understand was that Microsoft Visual C++ 2010 x86 SP1 was causing the BDTS 2012 install error. Meaning that whenever the BDTS 2012 installer was ran it would try to install the newest version of C++ which is SP1. I have the version prior to SP1 installed. For some reason, which is still a mystery, Microsoft Visual C++ 2010 x86 SP1 will not install on my machine, even when tech tried to install Microsoft Visual C++ 2010 x86 SP1 as a separate install it would fail. It is strange how BDTS 2011 as well as a handful of other major security suites had no issues with an install. I guess for whatever reason the fact that when BDTS 2012 setup is ran it requires the install of Microsoft Visual C++ 2010 x86 SP1. If it cant install that it will fail. The "work around" basically was to remove the code in the install document that called to have the installer install Microsoft Visual C++ 2010 x86 SP1 during the install of BDTS 2012. I'm not sure what the impact, if any, on performance of BDTS 2012 will be because of the security suite relying on an older version of Microsoft Visual C++ 2010 x86.

That concludes my experience with the install of BDTS 2012. I have to say it was a bumpy ride with tech support but in the end they did figure out the issue and was able to resolve it .

Thanks Tech Support...

Mike....

emdeec

I'm curious. So does this mean that every time you run Windows Update you'll have to opt out of installing C++ SP1? I get no error messages during MY install.. but I wonder if that could be what's causing my ''freeze up''.

rootkit

Hi Mike

Thank you very much for your feedback.

We are glad this was solved out

If you have further questions, I am here for you.

@ emdeec

We will discuss your situation on this topic:

http://forum.bitdefender.com/index.php?showtopic=31768

Thank you for your time.

Take care.