When Do I Give Up?

I’ve come to Bitdefender (from Kaspersky) as a new user this year. So far I’m wishing I hadn’t…

Firstly, Bitdefender Total Security 2012 has been installed to a brand new Windows 7 (64bit) Home Premium PC.

The first issue I encountered was my try icon disappearing. No, it wasn’t hidden. It simply refused to load on reboot. This left me wondering if I was fully protected. A couple of emails to support and I decided to run a Repair install. This resolved the problem for a week or so until it returned again. Shortly after this each time I would boot the PC Bitdefender would report “some issues need attention”. Auto-scan and Autopilot would be disabled and I would have to re-switch them on every time I started my PC.

I decided to try the repair tool again. Bad move. EVERY website I attempted to visit was then impossible to open. I would receive the message “this website has an invalid certificate”. Clicking on the “go there anyway” option would simply return me to the same error message. This occurred on EVERY website I tried to go to. Sigh. Uninstall Bitdefender via the uninstall tool and re-download / reinstall all over again. Meanwhile support are giving me generic replies that pretty much tell me they haven’t even read the issues I’m having with this software. The “support tool” provided by Bitdefender did not work (after emailing the output file I then received this response “Unfortunately the files that we requested, were not generated properly”), requiring the download of another utility, another system scan and another email back to support.

Meanwhile I find that desktop icons are disappearing. Certain .exe files have vanished as well (iTunes.exe, WMediaplayerclassic.exe). I discovered this when trying to set Media Player as the default player via a .mov files properties. Browse to its folder and nothing is there. Until I realised that these files (for some unknown reason), have been not only marked as “hidden” but also “protected operating system” files meaning I cannot click on them (even when unhidden and showing protected system files), to add them as a default player etc.

It was around this time that Bitdefender decided to refuse to complete updates, simply filling the notification area with “update failed” messages.

Uninstalled (again) via the removal tool and re-installed (again). Now when my PC boot_s the Autopilot (little "A"), does not appear on the Bitdefender tray icon. Hovering my mouse over the icon reveals the message “Bitdefender services are loading now, please wait”. Well I’ve tried numerous reboots and waited for up to an hour with the same message still present. Supports reply to my email states they have found Windows Defender is switched on. That was rubbish. Following the steps provided to me by them to turn Windows Defender off I received the message (when trying to open Windows Defender via control panel) that “this program is turned off”. It was ALREADY switched off. The service for Windows Defender was set to “Disabled”. Yet another generic reply without actually checking anything that I had written.

I’ve since re-installed (again) and now find that I’m back to the certificate error (which surprisingly disappears once I uninstall Bitdefender). Again.

I’ve owned this product for a month or so. In that time I’ve uninstalled and re-downloaded this software umpteen times. We live in a remote area and are limited to a 5GB plan per month (at great expense). It is all that is available to us. So far I’ve burnt a heap of that up on trying to get this “security” software to work without some random issue occurring. I ran Kaspersky for 2 years. Installed it once and never had a problem. I left them for no other reason than to try a different product. I so wish I had stayed with their product.

As of today I’m still waiting on a reply from support as to Windows Defender not being active and what I should do next. The amazing thing is that Bitdefender then sent me 5 free licences to give to family and friends.

At the moment I wouldn’t supply this to my worst enemy.

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gts1983

I’ve come to Bitdefender (from Kaspersky) as a new user this year. So far I’m wishing I hadn’t…

Firstly, Bitdefender Total Security 2012 has been installed to a brand new Windows 7 (64bit) Home Premium PC.

The first issue I encountered was my try icon disappearing. No, it wasn’t hidden. It simply refused to load on reboot. This left me wondering if I was fully protected. A couple of emails to support and I decided to run a Repair install. This resolved the problem for a week or so until it returned again. Shortly after this each time I would boot the PC Bitdefender would report “some issues need attention”. Auto-scan and Autopilot would be disabled and I would have to re-switch them on every time I started my PC.

I decided to try the repair tool again. Bad move. EVERY website I attempted to visit was then impossible to open. I would receive the message “this website has an invalid certificate”. Clicking on the “go there anyway” option would simply return me to the same error message. This occurred on EVERY website I tried to go to. Sigh. Uninstall Bitdefender via the uninstall tool and re-download / reinstall all over again. Meanwhile support are giving me generic replies that pretty much tell me they haven’t even read the issues I’m having with this software. The “support tool” provided by Bitdefender did not work (after emailing the output file I then received this response “Unfortunately the files that we requested, were not generated properly”), requiring the download of another utility, another system scan and another email back to support.

Meanwhile I find that desktop icons are disappearing. Certain .exe files have vanished as well (iTunes.exe, WMediaplayerclassic.exe). I discovered this when trying to set Media Player as the default player via a .mov files properties. Browse to its folder and nothing is there. Until I realised that these files (for some unknown reason), have been not only marked as “hidden” but also “protected operating system” files meaning I cannot click on them (even when unhidden and showing protected system files), to add them as a default player etc.

It was around this time that Bitdefender decided to refuse to complete updates, simply filling the notification area with “update failed” messages.

Uninstalled (again) via the removal tool and re-installed (again). Now when my PC boot_s the Autopilot (little "A"), does not appear on the Bitdefender tray icon. Hovering my mouse over the icon reveals the message “Bitdefender services are loading now, please wait”. Well I’ve tried numerous reboots and waited for up to an hour with the same message still present. Supports reply to my email states they have found Windows Defender is switched on. That was rubbish. Following the steps provided to me by them to turn Windows Defender off I received the message (when trying to open Windows Defender via control panel) that “this program is turned off”. It was ALREADY switched off. The service for Windows Defender was set to “Disabled”. Yet another generic reply without actually checking anything that I had written.

I’ve since re-installed (again) and now find that I’m back to the certificate error (which surprisingly disappears once I uninstall Bitdefender). Again.

I’ve owned this product for a month or so. In that time I’ve uninstalled and re-downloaded this software umpteen times. We live in a remote area and are limited to a 5GB plan per month (at great expense). It is all that is available to us. So far I’ve burnt a heap of that up on trying to get this “security” software to work without some random issue occurring. I ran Kaspersky for 2 years. Installed it once and never had a problem. I left them for no other reason than to try a different product. I so wish I had stayed with their product.

As of today I’m still waiting on a reply from support as to Windows Defender not being active and what I should do next. The amazing thing is that Bitdefender then sent me 5 free licences to give to family and friends.

At the moment I wouldn’t supply this to my worst enemy.

@roofmonkey

This is exactly i left them with another product. I still have 10 months left in license but decided to run fast asap. All sorts of problems with this software. It's in Feb and this bugs still being working on. I would just go back with kaspersky if i were you. You don't need headaches with this software, trust me i've been there.

Roofmonkey

Well I replied to supports "turn off Windows Defender" fix that didn't do anything because Windows Defender was already switched off, asking what to do next.

That was three days ago and I'm still sitting here with these problems with Bitdefender waiting for a reply on how to make THEIR software work.

KASPERSKY!!! WILL YOU HAVE ME BACK PLEASE???

beiker

When you uninstalled kaspersky, there are still files on it stored on your computer's registry. Try to browse their support page and see if you can clean it up. Using a third party software for registry cleaner is an option too.

Last one if all else fail. You can do a system restore first, if there's a restoration point available before you install Kaspersky or the last option, system recovery! Which will wipe out all your files and reload your OS. Make sure to back them up first.

Roofmonkey

When you uninstalled kaspersky, there are still files on it stored on your computer's registry. Try to browse their support page and see if you can clean it up. Using a third party software for registry cleaner is an option too.

Last one if all else fail. You can do a system restore first, if there's a restoration point available before you install Kaspersky or the last option, system recovery! Which will wipe out all your files and reload your OS. Make sure to back them up first.

Hi! Thanks for the suggestion, but this PC that I have installed Bitdefender on is brand new. It's never had any antivirus on it before. The other (old) PC that had Kaspersky is no longer here. It was getting a bit dated so I decided replace it and buy a new one

rootkit

Hello everyone

Thank you for your feedback.

We apologize for any negative experience you have encountered with our products.

@ Roofmonkey & gts1983

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.

Roofmonkey

Hi Christian. I sent a PM to you with the relevant details on the 5th. I was wondering how you were going with that.

I did receive a reply from support. They asked me to run a Rootkit scan (software provided by them), another "data gathering tool" (which resulted in a password protected file. That makes me suspicious. What "data" are they gathering from my PC and why am I not able to see what I'm sending off to complete starangers?).

I also ran your online scanner and I chose to run a full scan with Malwarebytes. All scans found nothing. I have sent all log files etc in my reply to them.

Still encountering issues. Updates are working again but the tray icon mostly won't show up on reboot. I always have to log off and back on again for it to appear. Auto-pilot sometimes works but mostly I have to manually re-switch it on every reboot.

Roofmonkey

Things are going backwards again. It appears as though it works fine for a week or so after a re-install (not repair - I've had problems with that too), then slowly degrades with errors and bugs increasing every day once it starts.

I mean really - this is about the fourth re-install I've done and a couple of "Repair" installs. Every time it runs fine for a short while and then starts to fall over.

Every time I start my PC I get no tray icon. I log out of Windows and back in. PRESTO! i have a tray icon. But wait... Auto pilot isn't running. So I have to manually open Bitdefender and re-switch it on. Every single time. Now updates have stopped working again. Safe box logs are filed with "enabled" and "disabled" messages. I've switched Safebox off because I don't use it - yet according to the logs its switching itself on and off as it pleases.

To top it off - all of my friends have disappeared from my friends list in the Spam settings. I had to re-add them all over again.

I'm pretty patient but this is really starting to get on my nerves.

Roofmonkey

Here's a new one. Now my homepage has been changed from google to "about:blank". Attempting to change it back to Google in Internet Explorers settings does not work. It automatically reverts back to "about:blank". A quick search (by actually having to enter Google as a url in my browser), shows others using Bitdefender having this same issue.

Sigh.

I'm really, really tired of this. No reply from Christian (above) to my PM he requested. Generic replies from support that are no help at all. I'm sure they are just stalling until I'm out of the 30 day refund term so I cant get refunded on this "most frustrating piece of software".

I'd like to add that everything else on my PC is stable, does not crash and fast (including games such as Skyrim - I'm yet to encounter a crash of any sort after 200 hours game time).

Bitdefender however, is determined to break where ever it can, whenever it can.

tru

I installed StopZilla and it found an infection called windowssecuritysuite. When I seacrhed the internet I have learned that this infection is designed to stop Kaspersky, MCAfee, etc and it can not be removed by those antivirus programs. http://www.2-spyware.com/remove-windows-security-suite.html

The search of StopZilla has not finished yet. I am waiting for it. You may want to try it. This may be the reason.

Meanwhile, Bitdefender team may consider to provide an update to detect what StopZilla has detected.

tru

It found windossecuritysuite and claimed to find some additional trojans but it may be a sale strategy. Because it asks money for cleaning. I will search for free cleaning. But better solution is that bitdefender team releases an update for it.

Roofmonkey

Thanks truva

I have scanned using Spybot - Search & Destroy, Malwarebytes, Superantispyware & I tried Stopzilla. None of them found any malicious items.

I have uninstalled Bitdefender and re-installed it. I'm sure that is now the fifth time I have done so in the last month (I purchased it on the 10th of Jan 2012). Interestingly my refund period runs out today (I believe there is a 30 day refund policy), so as I stated above, I'm sure support has just purposfully stalled any help to me so I cannot ask for a refund. I believe they don't actually have any answers for these problems and instead, just reply with generic BS until you are out of that 30 day period.

The problem with my home page being set to "about:blank" resolved itself once Bitdefender was uninstalled, pretty much proving to me that it is a Bitdefender issue.

If anything - I would like a stand alone installer instead of having to re-download the software every time. As stated above - we are very limited with internet options and have to rely on a small, slow plan. This month I've burnt a lot of that up re-downloading Bitdefender over & over.

columbo

It found windossecuritysuite and claimed to find some additional trojans but it may be a sale strategy. Because it asks money for cleaning. I will search for free cleaning. But better solution is that bitdefender team releases an update for it.

That's what it sounds like, it "finds" malware even on a clean PC, as posted on cnet download reviews. It's all to handy in that it is also a download installer, and not the actual file to be able to be scanned. I'll stick with Malwarebytes, or Superantispyware (free on demand versions) for a second opinion, or F-Secure's online scanner, that also scans using their excellent Blacklight rootkit scanning engine.

gts1983

Thanks truva

I have scanned using Spybot - Search & Destroy, Malwarebytes, Superantispyware & I tried Stopzilla. None of them found any malicious items.

I have uninstalled Bitdefender and re-installed it. I'm sure that is now the fifth time I have done so in the last month (I purchased it on the 10th of Jan 2012). Interestingly my refund period runs out today (I believe there is a 30 day refund policy), so as I stated above, I'm sure support has just purposfully stalled any help to me so I cannot ask for a refund. I believe they don't actually have any answers for these problems and instead, just reply with generic BS until you are out of that 30 day period.

The problem with my home page being set to "about:blank" resolved itself once Bitdefender was uninstalled, pretty much proving to me that it is a Bitdefender issue.

If anything - I would like a stand alone installer instead of having to re-download the software every time. As stated above - we are very limited with internet options and have to rely on a small, slow plan. This month I've burnt a lot of that up re-downloading Bitdefender over & over.

@roofmonkey

You should just go with my suggestions on post #2. It says the best in AV testing but in real world using it's not worth the headaches and worries.

Dangermouse

I’ve come to Bitdefender (from Kaspersky) as a new user this year. So far I’m wishing I hadn’t…

Firstly, Bitdefender Total Security 2012 has been installed to a brand new Windows 7 (64bit) Home Premium PC.

The first issue I encountered was my try icon disappearing. No, it wasn’t hidden. It simply refused to load on reboot. This left me wondering if I was fully protected. A couple of emails to support and I decided to run a Repair install. This resolved the problem for a week or so until it returned again. Shortly after this each time I would boot the PC Bitdefender would report “some issues need attention”. Auto-scan and Autopilot would be disabled and I would have to re-switch them on every time I started my PC.

I decided to try the repair tool again. Bad move. EVERY website I attempted to visit was then impossible to open. I would receive the message “this website has an invalid certificate”. Clicking on the “go there anyway” option would simply return me to the same error message. This occurred on EVERY website I tried to go to. Sigh. Uninstall Bitdefender via the uninstall tool and re-download / reinstall all over again. Meanwhile support are giving me generic replies that pretty much tell me they haven’t even read the issues I’m having with this software. The “support tool” provided by Bitdefender did not work (after emailing the output file I then received this response “Unfortunately the files that we requested, were not generated properly”), requiring the download of another utility, another system scan and another email back to support.

Meanwhile I find that desktop icons are disappearing. Certain .exe files have vanished as well (iTunes.exe, WMediaplayerclassic.exe). I discovered this when trying to set Media Player as the default player via a .mov files properties. Browse to its folder and nothing is there. Until I realised that these files (for some unknown reason), have been not only marked as “hidden” but also “protected operating system” files meaning I cannot click on them (even when unhidden and showing protected system files), to add them as a default player etc.

It was around this time that Bitdefender decided to refuse to complete updates, simply filling the notification area with “update failed” messages.

Uninstalled (again) via the removal tool and re-installed (again). Now when my PC boot_s the Autopilot (little "A"), does not appear on the Bitdefender tray icon. Hovering my mouse over the icon reveals the message “Bitdefender services are loading now, please wait”. Well I’ve tried numerous reboots and waited for up to an hour with the same message still present. Supports reply to my email states they have found Windows Defender is switched on. That was rubbish. Following the steps provided to me by them to turn Windows Defender off I received the message (when trying to open Windows Defender via control panel) that “this program is turned off”. It was ALREADY switched off. The service for Windows Defender was set to “Disabled”. Yet another generic reply without actually checking anything that I had written.

I’ve since re-installed (again) and now find that I’m back to the certificate error (which surprisingly disappears once I uninstall Bitdefender). Again.

I’ve owned this product for a month or so. In that time I’ve uninstalled and re-downloaded this software umpteen times. We live in a remote area and are limited to a 5GB plan per month (at great expense). It is all that is available to us. So far I’ve burnt a heap of that up on trying to get this “security” software to work without some random issue occurring. I ran Kaspersky for 2 years. Installed it once and never had a problem. I left them for no other reason than to try a different product. I so wish I had stayed with their product.

As of today I’m still waiting on a reply from support as to Windows Defender not being active and what I should do next. The amazing thing is that Bitdefender then sent me 5 free licences to give to family and friends.

At the moment I wouldn’t supply this to my worst enemy.

Hi there, I banged on with BDTS for years (from 2008 to 2012 versions) incompotent 'support' a word I use loosely...anyway, I changed to an AV called Webroot, I have not had one issue on any computer it has installed into, and I have had it running since June last year when I finally had a gutsful of this mess they call Bitdefender, which by the way used to be an absolutely brilliant piece of software, now it is a complete disaster... it is absolutely amazing how much free time you will get back...I have no affiliation to Webroot, just giving credit where credit is due. Stunning speed, no conflicts with any software, no lag, it just gets on and does its business without crashing, icons disappearing, scanning without being told to scan...this is the timwe to give up on BDTS, they have lost the plot and just consume your life with crap

columbo

Hi there, I banged on with BDTS for years (from 2008 to 2012 versions) incompotent 'support' a word I use loosely...anyway, I changed to an AV called Webroot, I have not had one issue on any computer it has installed into, and I have had it running since June last year when I finally had a gutsful of this mess they call Bitdefender, which by the way used to be an absolutely brilliant piece of software, now it is a complete disaster... it is absolutely amazing how much free time you will get back...I have no affiliation to Webroot, just giving credit where credit is due. Stunning speed, no conflicts with any software, no lag, it just gets on and does its business without crashing, icons disappearing, scanning without being told to scan...this is the timwe to give up on BDTS, they have lost the plot and just consume your life with crap

I did run the trial of SecureAnywhere, it is as you say. I do have my doubts about the Prevx scanning engine/technology they bought to make their AV a totally cloud security software, thus incrediably light ("non existent") on resources. They need to prove that they can keep up with the other major players like B.D., as far as detection and herustics.

rootkit

Hello

Adam, I have send you an email (201202051001642).

We need a new log, the old one is corrupt.

We appreciate your understanding and cooperation in this matter!

Have a nice day.

Roofmonkey

Hi Christian,

Log file has been sent as per your request.

Roofmonkey

So I've got a new issue...

I was sent from Bitdefender 5 x free licences to "Hand out to Family & Friends". The email stated ONE year free subscription, no strings attached". Apparently this was becasue I was a paying Bitdefender customer or some such thing.

My sister asked if she could have one. I stated "use it at your own peril..." I actually tried talking her out of it but she had a friend who had used the previous version and was happy with her results.

I gave her a licence key, downloaded & installed the correct version of BitDefender (according to the email), and activated the install using said key.

Now, thirty days later she's receiving an email stating her subscription is about to expire stating -=>

"PROCRASTINATOR ALERT!

Your Bitdefender Trial Is Running Out!

Purchase Year-Round Protection Now!

Letting your laundry pile up or leaving the dishes in the sink is one thing... but not taking action to protect your PC from attack is flat-out crazy! Don't put your PC, valuable files, and identity at risk!

89.95 AUD 71.96 AUD | 20% discount!

(3 PCs / 1 year) "

Errrr.... What?

I don't know what the scam is here but seriously... Do I really need MORE issues from this mob??? <img class= " />

Oh... That and my tray icon has started disappearing again. Interestingly I asked my sister if she had encountered the same issue, to which she said "yes". She had just assumed it was all still working though and didn't give it much thought.

gts1983

So I've got a new issue...

I was sent from Bitdefender 5 x free licences to "Hand out to Family & Friends". The email stated ONE year free subscription, no strings attached". Apparently this was becasue I was a paying Bitdefender customer or some such thing.

My sister asked if she could have one. I stated "use it at your own peril..." I actually tried talking her out of it but she had a friend who had used the previous version and was happy with her results.

I gave her a licence key, downloaded & installed the correct version of BitDefender (according to the email), and activated the install using said key.

Now, thirty days later she's receiving an email stating her subscription is about to expire stating -=>

"PROCRASTINATOR ALERT!

Your Bitdefender Trial Is Running Out!

Purchase Year-Round Protection Now!

Letting your laundry pile up or leaving the dishes in the sink is one thing... but not taking action to protect your PC from attack is flat-out crazy! Don't put your PC, valuable files, and identity at risk!

89.95 AUD 71.96 AUD | 20% discount!

(3 PCs / 1 year) "

Errrr.... What?

I don't know what the scam is here but seriously... Do I really need MORE issues from this mob??? " />

Oh... That and my tray icon has started disappearing again. Interestingly I asked my sister if she had encountered the same issue, to which she said "yes". She had just assumed it was all still working though and didn't give it much thought.

I don't have confidence and trust this company whatsoever! Issues after issues that never been fixed and poor customer service at all times!

rootkit

Hello Adam

I have sent you a new email on that email address.

Please follow those steps exactly. Let me know if everything is OK after that.

Thank you.

tru

Hello. Regarding the icon lost problem, I scanned my system with different softwares and they did not found any malware. As you expected the problem is somewhat related with the bitdefender itself. I have used GData for a while and experienced no problem. GData uses Bitdefender engine. But Bitdefender is better that GData considering dynamic protection on real world conditions. Hence the problem is not related with the engine but the way its use.

I installed Bitdefender again and the icon is there for now. The other 5 computer in which Bitdefender is installed has not experienced any problem. I did not understand the reason of the problem in my computer but I hope it will be revealed and patched soon.

Roofmonkey

[

Hello Adam

I have sent you a new email on that email address.

Please follow those steps exactly. Let me know if everything is OK after that.

Thank you.

Christian,

I had already stated (including screenshots), in a previous email to support that Windows Defender is ALREADY turned off. The service is disabled and if I attempt to access Windows Defender via control panel it states it is switched off and asks if I would like to turn it back on again. Where in the log files that I sent you does it state Windoes Defender is active? If it states that in them then either they are wrong or data is being gathered incorrectly. See attached files.

Yes, I did have Simple Ad Block running. That has been removed although having come from Kaspersky and encountering no popups using their software I now encounter unwanted popups. I didn't realise BitDefender doesn't block popups...

I always use CCleaner & its registry cleaner on uninstall of software and have done that processes each time I have uninstalled BitDefender.

This link you provided - http://www.bitdefender.com/files/Knowledge...file/delsid.exe - goes to a "Page Cannot Be Displayed" error, so I am currently unable to proceed with the next steps you have provided.

I will point out this is now the SIXTH uninstall / re-install I would have performed with this software in a period of about one month. As stated previously, we are on a very limited internet plan due to our location. There simply isn't any decent, fast plans available to us. The fact that I have to re-download the software via the install tool every time means I'm burning up our meagre monthly data allowance just trying to get this running and stable.

I'm really, really tired of all of this. How do I go about obtaining a refund. If I receive the answer "you are out of the 30 day refund policy timeframe" I would point out that I have spent most of that time waiting for a useful reply from yourselves to resolve any of these issues.

A reply that doesn't tell me to do things that are already obviously done, and actually helps with the situation at hand.

rootkit

Hello Adam

Thank you for your feedback.

We have sent you an email. Please check your inbox.

This discussion will continue over email from now.

Take care.