Big Problem With "bitdefender Tdl4 Clean".

Hi. I'm having a bad situation here.

On Sunday 5th February I bought an Italian license for Bitdefender Antivirus Plus 2012 . On Monday I installed it using the installer you provide. So, I suppose, the antivirus is up to date. I have Windows 7 and a HQ Presario CQ61 ( notebook ).

Once it's installed, it start and, without asking me, it start to scan my computer for virus ( I was working and most of my work went lost... ). However, this is not the big problem.

The big problem is that, after the scan, the computer started to close all the applications and reboot ( again, without asking anything ). Once It restarted, it appeared a dos screen with a repeated writing "Bitdefender TDL4 Clean". This goes for half the screen. I attach a picture to see what I'm talking about.

I thought it was normal. And I waited. And waited. And almost 2 hours passed, but nothing happened. So I reboot the computer and still this writing appears. So I try to press a few buttons. In the beginning, nothing happens. After pressing 3 or 4 buttons, every time I press one the computer bips with the irritating and discouraging bip of the dos.

I put inside the Win7 DVD to recover my installation but it can ( there are no backup points ). I tried to revert my installation to the factory installation but I can't ( windows says that, to do it, I have to access windows. Thanks microsoft! ).

I read online, on Malware city, that another person had the same issue and someone from the technical department suggest to reboot or contact the support. Since the reboot thingy didn't work, I sent a ticket to the Italian support and NO ONE answered.

So now I ask you, what can I possibly do to recover my computer? Here's what I can and can't do:

1. I can, with the Win7 DVD, access MS-DOS and open the regedit.exe, so I can modify some registry entries;

2. right now I'm using a linux live DVD ( which is irritating and limited ). With it I can access files, rename and delete;

3. I can't backup anything on my external hard drive ( linux doesn't support it ) and I can't format the pc ( I have some important files that I can't absolutely lose ).

Is there a solution for my problem? Thanks

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rootkit

Welcome to our forums.

Could you please provide me you ticket ID so I can search it in the system?

Thank you.

hornedcrosis

Hi.

The ticket ID is 201202061007911.

I received the answer in the end, but it didn't work. They said to press F8 and enter in Safe Mode, but the writing "Bitdefender TDL4 Clean" appears before windows itself

rootkit

Hello

First off all, we are sorry for the inconvenience.

For the current case, you need to restore your MBR.

You have all the details about this here:

http://www.sevenforums.com/tutorials/20864...oot-record.html

After this, we need to investigate this issue.

Please send us the following:

. A Full System Scan log;

[how to GENERATE A FULL SYSTEM SCAN LOG]

- Before running the scan please make sure that you have the latest virus definitions downloaded via the Update module.

For this you need to open Bitdefender and from the main interface click on Update now;

- After the update process has completed successfully you can proceed to

running the scan task.

In the same window go to Antivirus and press the Scan now button =>Full system scan.

- After the scan has finished you need to submit the scan log file.

This is accomplished by running the Support tool file that can be

downloaded from this location:

http://www.bitdefender.com/files/Knowledge...or_scanlogs.exe

Save the file prior to running it and to continue you need to accept the terms of use.

At the end of this process an archive will be created on your Desktop starting with bdamst.

. Send me that file via PM.

. A BDSYS log;

[how to GENERATE A BDSYS LOG]

. Save and extract the BDSYS tool to a location of your choice:

http://www.bitdefender.com/files/Knowledge.../BDSysLog_i.exe

. Make sure you close all active applications and then run "BDSysLog_i.exe"; If you receive a firewall

alert,select to Allow the application to connect;

. Click the "Create log" button to start generating the

log; A progress bar is indicating that the tool is creating the report;

. When the small window appears with the message "Log

saved" then the report is complete and a new file named "bdsyslog.zip" has appeared on your Desktop;

. Send me via PM the generated log file.

. If the file is to big for send it over PM, upload the results to one of the online file hosting servers mentioned below or use one of your own and send via PM the download link.

http://www.sendspace.com

http://www.mediafire.com

IMPORTANT:

.During this process the Real Time Protection in Bitdefender must be temporarily disabled;

.If you receive a Bitdefender Firewall alert to inform you that BDSysLog_i.exe tries to connect to the internet,then you need to select Allow;

[how to DISABLE THE ANTIVIRUS PROTECTION in Bitdefender 2012]

In order to disable the antivirus protection,please open Bitdefender and click the "Settings" button in the upper side part of the interface"; In the new window go to "Antivirus" > "Shield"tab and click on "Turn off" under On-access scanning.Select the time interval that suites your troubleshooting needs and click "OK" . The On-access scanning should be enabled back after finishing the troubleshooting procedure.

We will get back to you as soon as the analysis is complete. Have a nice day.

hornedcrosis

Hi, i tried to do as you said. However, when in DOS, some controls didn't work ( some commands, like "help", where disabled - or deleted - while bootsect and bootrec worked but couldn't do anything, giving an error message ).

So in the end I formatted everything and installed a new copy of Windows 7. Now, with BitDefender installed, everything works fine ( I can reboot the PC every time I want without any worry ).

However, while installing the new copy of Win7 and scanning the system with BD, I noticed 3 things:

1. while installing win7, I was asked to choose a partition. The strange thing is that there were 3 partitions. The main partition, C: , where I generally put everything. , the recover partition that HP put on the Hard Drive. And a third partition, E:, of around 3Mb of size ( yes, MegaByte, not Giga Byte ), that I never created. This 3rd partition is totally invisible to both Windows and Linux. Can it be related with the TDL4 problem?

2. after installing Windows I installed BitDefender and run a total scan. It appeared the message I attach in the pic. Is Rootkit.MBR.Sst.B still hunting me? What to do in this case?

3. In the same picture you'll notice 30 activities. All those activities are the antivirus that turns on and off automated scan functionality. And that's really strange because, while this was happening, I was on the computer watching a movie. Is it normal, or my pc is hunted by ghosts ?