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Black Screen Of Death

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KISS101
KISS101
in General

Hi,


I did the bitdefender support thing and autorun thing. The file is here:


http://www.mediafire.com/?7fd44hmd966spv6


My problem is that after updating bitdefender 2012, after restarting and logging in, my screen goes black and takes about 10 mins to load. Then it loads but in a sudo safe mode type thing (win 95 graphics) and is slow, it says windows services could not be loaded. I reinstalled bitdefender and got the same results (worked before, not after).


This also happened with bitdefender 2011, but at that time it would not even get to the sudo safe mode, it just stayed black with a courser. Since I could not get into my computer, I could not locate the problem and had to reformat (so I am a little ###### about this).


Please look into it and let me know whats wrong.


Let me know if you need anything else: the-familiar-original@hotmail.com


(Win 7 32 bit) - does not happen on my 64 bit.

Comments

  • rootkit
    rootkit ✭✭✭
    edited March 2012
    Options

    Hello :)


    Sorry for this delayed response.


    We studied the phenomenon and we need more information on this in order to reproduce and fix this issue.


    I have uploaded here an archive:


    http://www.mediafire.com/?fvy13axk41m8f9c


    Download and save it on your Desktop. Unpack the archive and you will see 2 files:


    vsserv.logger.xml


    dbg_trace.ini


    Reboot your PC in Safe Mode.


    [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"


    Now, in this order, copy vsserv.logger.xml in C:\Program Files\Bitdefender\Bitdefender 2012.


    After this, copy dbg_trace.ini in C:\


    Now reboot the PC in Normal Mode and let it enter into Windows.


    Let it run like 30 minutes after this and reboot again in Safe Mode.


    Send me these files:


    - everything from C:\ProgramData\BDLogging\


    and these file from C:\


    SFAL.log, BDFLTDP.log, SFPROCDP.log, ONACCESS.log, SCANSP.log


    * NOTE: in order to see C:\ProgramData\, you need to Show hidden files in Windows Explorer:


    http://www.tech-recipes.com/rx/1521/how_to...lders_in_vista/


    Please pack those files in archive with the password infected and send me a PM with it.


    If the file is too big to attach it, 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 great weekend!

  • geordie
    geordie
    Options
    Hello :)


    Sorry for this delayed response.


    We studied the phenomenon and we need more information on this in order to reproduce and fix this issue.


    I have uploaded here an archive:


    http://www.mediafire.com/?fvy13axk41m8f9c


    Download and save it on your Desktop. Unpack the archive and you will see 2 files:


    Reboot your PC in Safe Mode.


    Now, in this order, copy vsserv.logger.xml in C:\Program Files\Bitdefender\Bitdefender 2012.


    After this, copy dbg_trace.ini in C:\


    Now reboot the PC in Normal Mode and let it enter into Windows.


    Let it run like 30 minutes after this and reboot again in Safe Mode.


    Send me these files:


    - everything from C:\ProgramData\BDLogging\


    and these file from C:\


    SFAL.log, BDFLTDP.log, SFPROCDP.log, ONACCESS.log, SCANSP.log


    * NOTE: in order to see C:\ProgramData\, you need to Show hidden files in Windows Explorer:


    http://www.tech-recipes.com/rx/1521/how_to...lders_in_vista/


    Please pack those files in archive with the password infected and send me a PM with it.


    If the file is too big to attach it, 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 great weekend!


    Christian, (RE :- hangs for-ever just before the "welcome" topic)


    I am confused. My PC is running sweetly following all the activity I have detailed on the forum. And BD tells me all is OK.


    What is this latest posting about?


    Can you tell me Is there still an issue? Is there a BD software problem or is there a possible infection?


    The instructions seem complicated to this relative amateur.


    And what does "Please pack those files in archive with the PASSWORD INFECTED..." mean?


    And, how do I "pack the files in archive"?


    I think it would be benfecial if we were told exactlty is it that you are asking me to do, and for what purpose?

  • rootkit
    rootkit ✭✭✭
    edited March 2012
    Options

    Hello geordie :)


    We suspect the that some modified Windows themes are causing that black screen during Windows startup.


    If you say that your PC is working great, there no reason for worries.


    The password "infected" is standard in the security industry. It is used for files or samples that are send by email. In this way the antivirus will not scan and remove the files from the archive.


    You have here a small tutorial about how to create an archive:


    http://www.newsgroupreviews.com/guides/7-z...te-archive.html


    You can use any archiver to do this.


    Those files are used in the logging process and those logs will help our developers to understand this behavior.


    Basically we will know what is causing this issue on some systems.


    Let me know if you have other questions.


    Take care.

  • anders_bennett
    anders_bennett
    Options
    Hello :)


    Sorry for this delayed response.


    We studied the phenomenon and we need more information on this in order to reproduce and fix this issue.


    I have uploaded here an archive:


    http://www.mediafire.com/?fvy13axk41m8f9c


    Download and save it on your Desktop. Unpack the archive and you will see 2 files:


    Reboot your PC in Safe Mode.


    Now, in this order, copy vsserv.logger.xml in C:\Program Files\Bitdefender\Bitdefender 2012.


    After this, copy dbg_trace.ini in C:\


    Now reboot the PC in Normal Mode and let it enter into Windows.


    Let it run like 30 minutes after this and reboot again in Safe Mode.


    Send me these files:


    - everything from C:\ProgramData\BDLogging\


    and these file from C:\


    SFAL.log, BDFLTDP.log, SFPROCDP.log, ONACCESS.log, SCANSP.log


    * NOTE: in order to see C:\ProgramData\, you need to Show hidden files in Windows Explorer:


    http://www.tech-recipes.com/rx/1521/how_to...lders_in_vista/


    Please pack those files in archive with the password infected and send me a PM with it.


    If the file is too big to attach it, 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 great weekend!


    Hi Christian,


    Just to be absolutely clear. Right now I've uninstalled BD. Should I re-install it *before* trying the above? If yes, should I wait until I experience the black Vista screen problem, before I reboot to safe mode and proceed with the steps that you've described?


    Have a nice day!

  • anders_bennett
    anders_bennett
    Options
    Hi Christian,


    Just to be absolutely clear. Right now I've uninstalled BD. Should I re-install it *before* trying the above? If yes, should I wait until I experience the black Vista screen problem, before I reboot to safe mode and proceed with the steps that you've described?


    Have a nice day!


    Hello,


    What should I do in regards to the feedback to you (as the questions state)? Please advice.

  • rh_fps
    rh_fps
    Options

    Hello,


    are there any solutions for this problem found yet?


    thx


    Robby

  • rootkit
    rootkit ✭✭✭
    Options

    Hello :)


    This issue has been reported as fixed by our developers.


    We released a small update a few days ago. Your build should be: 15.0.38.1605.


    Make sure that you have this build installed and reboot the PC.


    http://forum.bitdefender.com/index.php?showtopic=32143


    Let me know if everything is OK after the reboot.


    Take care.

  • anders_bennett
    anders_bennett
    Options
    Hello :)


    This issue has been reported as fixed by our developers.


    We released a small update a few days ago. Your build should be: 15.0.38.1605.


    Make sure that you have this build installed and reboot the PC.


    http://forum.bitdefender.com/index.php?showtopic=32143


    Let me know if everything is OK after the reboot.


    Take care.


    Hi Christian,


    I've updated to the mentioned build. Right now I'm able to boot properly into Windows - hopefully that will continue. Thank you for your assistance.


    BR.

  • rootkit
    rootkit ✭✭✭
    Options

    Hello everyone :)


    Great! I am glad to hear this.


    Thank you very much for your feedback.


    Have a great day!

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