Bitdefender Hates Vista Premier Home Edition

Hi,

I just installed Bitdefender 2012 and PC Tuneup yesterday. Bitdefender seemed to be working fine but when I got up this morning and turned on my PC it had this error "An unauthorized change has been made to Windows." I've been told to just uninstall Bitdefender but the thing is I have no idea how to do that because I have no access to my desktop. Windows just keeps kicking me back to the login screen. I'm hoping that there is some way that I don't lose everything on my hard drive because of this. Unfortunately I'm completely useless when it comes to technology so apologies if this comes off dumb.

TicketID: 201203031012518

Thank you in advance for any help.

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kcurley

Premium*

rootkit

Hello Katherina

Welcome to the forums. I sincerely apologize for this unpleasant situation.

Please reboot your machine in Safe Mode With Networking.

[How to restart in SAFE MODE With Networking]

- Restart the computer;

- 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 With Networking"

1. Use our uninstall tool in order to uninstall/delete any previous BitDefender related files:

http://www.bitdefender.com/uninstall

Access the link and when the window with the BitDefender file appears, please choose the "Save to disk" option. Save the tool on the PC, run it and restart the computer when prompted.

Reboot your machine in Normal Mode.

In order to be able to properly identify the causes for the reported situation and find a solution we will need to investigate a bit deeper.

Please send us the following:

. A Support Tool log;

[how to GENERATE A STANDALONE SUPPORT TOOL LOG]

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

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

. Double-click on the Bitdefender_Supporttool.exe file (if you are using Vista or Windows 7, right-click on the Bitdefender_Supporttool application file and select "Run as Administrator");

. Fill in the required information and press the "Next" button (make sure you use a valid email address and include a detailed description of the issue you are encountering);

NOTE! If you want to reproduce the issue and enable additional logging you will have to restart the computer and then use the Support Tool again after reproducing the issue to complete the data gathering;

. A file will be created on your desktop (BDSP_*);

. Send me via PM the generated log file.

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

Have a nice day.

yorksguy41

Hello Katherina

Welcome to the forums. I sincerely apologize for this unpleasant situation.

Please reboot your machine in Safe Mode With Networking.

[How to restart in SAFE MODE With Networking]

- Restart the computer;

- 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 With Networking"

1. Use our uninstall tool in order to uninstall/delete any previous BitDefender related files:

http://www.bitdefender.com/uninstall

Access the link and when the window with the BitDefender file appears, please choose the "Save to disk" option. Save the tool on the PC, run it and restart the computer when prompted.

Reboot your machine in Normal Mode.

In order to be able to properly identify the causes for the reported situation and find a solution we will need to investigate a bit deeper.

Please send us the following:

. A Support Tool log;

[how to GENERATE A STANDALONE SUPPORT TOOL LOG]

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

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

. Double-click on the Bitdefender_Supporttool.exe file (if you are using Vista or Windows 7, right-click on the Bitdefender_Supporttool application file and select "Run as Administrator");

. Fill in the required information and press the "Next" button (make sure you use a valid email address and include a detailed description of the issue you are encountering);

NOTE! If you want to reproduce the issue and enable additional logging you will have to restart the computer and then use the Support Tool again after reproducing the issue to complete the data gathering;

. A file will be created on your desktop (BDSP_*);

. Send me via PM the generated log file.

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

Have a nice day.

I have exactly the same problem with my laptop running windows vista home premium with SP2 . i have used the uninstall tool and tried again but i always get the message "an unauthorised change has been made to windows" and that i need to validate my license .

rootkit

Hello

Welcome to the forums.

Do you have the final version of Service Pack 2? All post updates were installed?

Thank you.

purplefleapit

Hi - I am having the same problem too :-(

I had an old version of BD with no probs, then my husband upgraded it to the 2012 TotalSecutiry version when he renewed our licenses. Since then I am constantly getting these messages and the microsoft site is telling me my Windows software is not genuine.

I have not been able to uninstall as access to the control panel in windows has been removed as have things like being able to print.

Today I have had a 'geeky' friend flatten my laptop and reinstall everything. As soon as I reinstalled BD, the problem began again .....so I know for sure that it is BD and not something else.

I now have a gazillion more issues as the WIndows updates for Vista seem to have corrupted or something and I have had to restore to the basic Vista install prior to any of my old programs being reinstalled.

So I have an original, not updated version of Vista Business with nothing other than BitDefender installed and it's a nightmare! Windows wants to validate online - and then it tells me my OS is not genuine. It then randomly 'aborts' web pages (mostly Bitdefender ones as I haven't been anywhere else!) and is trying very hard to stop me doing things.

Any help gratefully received - thanks :-)

rootkit

Hello

Welcome on 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.