Internet Security 2012 Could Not Clean The Computer

I installed internet security 2012 and registered. The program scanned and find some viruses but could not disinfect them. It gave me a message about the reason which is my machine was infected :blink: and offered me to contact bitdefender support team for help and requisted me to fill a form. Later I received an e-mail with a ticket number and it says that the team would contact me within 48 hours. It has been 6 days, no one contacted.

Meanwhile modules gone off including autopilot system. The program was saying: "There is no issue to fix." They are on now after some reboots.

There is another issue about my other computer. After I installed a new win 7 and internet security 2012, scanned my infected flas disk. It find viruses but could not clean them. The other day I opened the computer and received a message on a black background before starting of win7. It was saying about finding a virus but could not clean it. After the OS opended there was nothing. I am asking now: is my machine infected or not? I am not sure. I overwhelmed with those messages. I think I was more happy my silent viruses before.

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rootkit

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.

rootkit

Hello

I will need you to run that tool from my previous post and send me the log via PM.

I need to know the name of the detection from the scan logs.

Thank you.

tru

I used the tool you provided above. However it asks me to reproduce the issue. I can not. The issue was: After scanning, all the modules became off and I didnt know why. Moreover the program was saying: "there is no issue to fix". I can not reproduce this issue.

Second issue is: After I received the message that It had not cleaned the system becuse my computer had been infected, I rebooted the system and It did not detect the virus. If it cleaned the virus there is no problem. But I dont know whether it did or not. I can not reproduce this issue either.

However, You can tell me. If bit defender says me that there is no virus, should I believe or is there another possibility that this message may be wrong. As for another example, regarding my other computer, as I said above, it gave me a message before starting the OS that there is a virus which it can not clean. But after OS has started the situation was "there is no issue to fix". I am confused and uncomfortable with those conflicting messages.

rootkit

Hello

Could you please run a scan in Rescue Mode?

http://forum.bitdefender.com/index.php?showtopic=31833

Thank you.

tru

It has some targets to select such as "sda1", "sda2", "file system" , etc. if I remember correctly. Which one should I select?

columbo

Hi truva,

If your PC has the normal disc configuration, you will want to chose the sda1 option, as this is your C:/ drive. The below image was take from the link/link (How to use Rescue Mode) Christian provided. http://www.bdantivirus.com/bitdefender/ant...ion.rescue.html

tru

I had sda1, sda2 and sda5. It scanned all of them and there is no virus. Meanwhile I searched internet and learned that the program could not attempt to clean the viruses because I did not have "elevated administrative" rights. To continue I should have selected the scanning files again but i did not. Bu it does not ask me elevated administrative rights any more. I dont know why.

Secondly, regarding my other coputer, while in rescue mode it can not update and say that the update address is wrong. It is a work computer. May it be because of this reason?

rootkit

Hello

The update error could be caused by a proxy server from your company.

Also, in the future, when you try to run a full system scan, please open Bitdefender as administrator(right click on the Bitdefender icon from your desktop and choose "Run as administrator").

In this way, the software will have elevated rights for the scanning process.

Let me know if you still need assistance on this.

Take care.