Bitdefender 2012 & Carbonite

I've just upgraded from Bitdefender 2011 to Bitdefender Internet Security 2012. So far no major problems, however:

I am now unable to view the status of my Carbonite backups. Carbonite does however seem to be working fine. I have also adjusted the settings of Bitdefender as described here: http://forum.bitdefender.com/index.php?showtopic=30243

I have added all Carbonite processes and executables to the exclusions lists for the antivirus as well as adjusted all firewall rules to allow all access on any port/protocol for all Carbonite processes and .exe files. I have not adjusted any settings for the Microsoft Volume Shadow Copy service--although it seems to be working fine also.

Only the GUI of Carbonite is not working correctly as I am unable to view the progress of my backup as I could before I upgraded Bitdefender. Again, Carbonite does seem to be working fine.

I was not sure if this might be an A/V issue or Firewall issue so I've posted this in the general forum.

I am running Windows 7 32 bit. 3.xx gig of RAM and a 2.3 quad-core AMD CPU.

Any advice is much appreciated.

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rootkit

Hello

Could you please post a screenshot from Carbonite GUI so I can see the actual issue?

Thank you.

eruption77

Hello

Could you please post a screenshot from Carbonite GUI so I can see the actual issue?

Thank you.

Thank you for the reply. I've uploaded a screenshot of the Carbonite window. Please look at the area I have circled in yellow. Before the Bitdefender upgrade that used to show a progress bar that would fill up from left to right that showed you the progress of your upload/backup. The following link will take you to Carbonite how-to videos. Pause the video at the 14 second mark and you will see a screenshot of what is missing on mine.

http://carbonite.custhelp.com/app/answers/...line_scheduling

Since my last post I've also added the VSSVC service to an exclusion and also created a firewall rule to allow all access on any port on any network using any protocol.

I have also tried disabling the a/v, active virus control, and firewall.

I have done testing and can confirm that Carbonite is in fact working. My files are being backed up and I am able to restore them despite not being able to view the progress as before.

I had tried upgrading to Bitdefender 2012 this past August but had so many problems with it I had to revert back to 2011. This same problem with Carbonite happened then also. Since I've upgraded to Bitdefender 2012 this second time it seems all other problems have been fixed except the Carbonite issue.

rootkit

Welcome back

In order to report and test the current situation, I need some logs from that machine.

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.

eruption77

Welcome back

In order to report and test the current situation, I need some logs from that machine.

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.

I am trying to attach the file but I think it's too big. It generated a 5.8mb file and it looks like the upload limit is 4mb.

Is there anything I can remove from the zip file that you don't need that will reduce the size?

rootkit

Welcome back.

Upload it on

http://www.sendspace.com

http://www.mediafire.com

and send me a PM with the download link.

We will analyze the information you sent and then reply with a possible solution in the shortest time.

Have a nice day.

eruption77

Welcome back.

Upload it on

http://www.sendspace.com

or

http://www.mediafire.com

and send me a PM with the download link.

We will analyze the information you sent and then reply with a possible solution in the shortest time.

Have a nice day.

Thanks. I tried sending it via Mediafire and PM'd you. Please let me know if I messed it up.

Thanks

rootkit

Welcome back

Please follow the steps below to check if the issue persists.

1. Open BitDefender -> Settings -> Update -> here check the box next to "Prompt me before downloading updates". When an update is performed, you will see a box from which I kindly ask you to choose ONLY Signatures Update (do not perform product updates, otherwise the solution below will be canceled).

2. Restart your computer in Safe Mode:

[How to restart in Safe Mode]

- Restart the computer (Windows Start button - Turn Off - Restart);

- 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" in the text menu and press "Enter".

- Wait while Windows loads in Safe Mode; this process ends with a confirmation

message; click "OK" to acknowledge.

3. Go to C:\Program Files\BitDefender\BitDefender 2012, find the file called "bdtl.dll" and rename it to "bdtl.dl_".

4. Restart the computer normally and let me know if the issue persists.

I am looking forward to hearing from you. Merry Christmas!

eruption77

Welcome back

Please follow the steps below to check if the issue persists.

1. Open BitDefender -> Settings -> Update -> here check the box next to "Prompt me before downloading updates". When an update is performed, you will see a box from which I kindly ask you to choose ONLY Signatures Update (do not perform product updates, otherwise the solution below will be canceled).

2. Restart your computer in Safe Mode:

[How to restart in Safe Mode]

- Restart the computer (Windows Start button - Turn Off - Restart);

- 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" in the text menu and press "Enter".

- Wait while Windows loads in Safe Mode; this process ends with a confirmation

message; click "OK" to acknowledge.

3. Go to C:\Program Files\BitDefender\BitDefender 2012, find the file called "bdtl.dll" and rename it to "bdtl.dl_".

4. Restart the computer normally and let me know if the issue persists.

I am looking forward to hearing from you. Merry Christmas!

Christian,

Thank you. I hope you had a great Christmas.

I did exactly what you said and Carbonite seems to be functioning correctly now. I am able to 'see' what's being backed up and I was not able to do so before.

Now, how should I re-enable HTTP scanning? Should I boot back into safe mode and correct the .dll file extension, or just allow Bitdefender to perform a product update?

Is there a solution for the Carbonite issue other than what we have done?

I look forward to your reply.

Thanks very much.

rootkit

Welcome back

Since this is not a critical issue, it's recommended to correct the renamed DLL file.

Carbonite is working properly, it's just a minor display issue.

I will escalate the current situation to our developers.

As soon as the update will be released, all the information will be posted here:

http://forum.bitdefender.com/index.php?showtopic=28172

Thank you very much for your feedback.

Merry Christmas!

eruption77

Welcome back

Since this is not a critical issue, it's recommended to correct the renamed DLL file.

Carbonite is working properly, it's just a minor display issue.

I will escalate the current situation to our developers.

As soon as the update will be released, all the information will be posted here:

http://forum.bitdefender.com/index.php?showtopic=28172

Thank you very much for your feedback.

Merry Christmas!

Yes, it does seem to be working properly, and while I would like to see this corrected, you are right in saying that it is not critical. I sincerely appreciate your efforts in diagnosing this. Based on your post, I'll assume there is not a process that I can simply add as an exception to temporarily correct this?

I will also monitor the link you provided and hope for an update.

I have also since rebooted to safe mode and corrected the .dll file extension and reverted my update settings back to their original.

Thanks again.

rootkit

Welcome back.

You can not create and exclusion, this is not blocked by the antivirus engine or Active Virus Control, it's blocked by the HTTP scanner, the shield that handles all the web traffic.

And since that display progress is treated as a streaming process, the only way to correct the current situation is by a product update.

Please feel free to contact us with any additional questions or concerns.

Take care.

markjj

Hi there,

I'm having the same problem as eruption77, the only difference is that I'm using Bitdefender 2013.

To prove it was BD 2013 causing Carbonite status not to work, I first tried turning off Anti-Virus, Anti-Spam, Privacy and Firewall and then restarted the computer.

This did not change anything, still no Carbonite status, so I un-installed BD 2013 and restarted. Carbonite status worked again.

I have now re-installed BD 2013 and Carbonite status has stopped working.

Anyone aware of a fix for this?

Thanks

rootkit

Welcome to the 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 the file is too big to attach it, upload it on

http://www.sendspace.com

http://www.mediafire.com

and send me a PM with the download link.

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

Have a nice day.