[escalated] Bd 2013 Crashes Windows Explorer

Workaround:

http://forum.bitdefender.com/index.php?sho...st&p=151081

When I select a USB drive in Windows Explorer, right click and mouse to the Bd portion of the drop down menu, I get the message that Windows Explorer has encountered a problem.

It tries to find a solution and then closes WE; happens every time. I can't, of course, immunize the USB drive since WE crashes.

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Lee_S

When I select a USB drive in Windows Explorer, right click and mouse to the Bd portion of the drop down menu, I get the message that Windows Explorer has encountered a problem.

It tries to find a solution and then closes WE; happens every time. I can't, of course, immunize the USB drive since WE crashes.

I haven't had that problem. Maybe you are immunising at the same time BD's scanning the device. I'm not sure, but could that be the problem?

Firecapt

Thanks Lee S but that was the first thing I thought of; happens anyway, even after the scan.

rootkit

Thank you very much for your feedback.

Could you please create a support tool from that machine so we can further investigate your case?

-Open Bitdefender using the icon from your Desktop.

-In the bottom right corner you have "Help & support" section, please click on it.

-In the new window, click on the last option, "Contact Support".

-Check the option “By checking this box, I agree to allow Bitdefender Support Tool gather Bitdefender related information from my system” and click on “Next”.

-Please provide a valid e-mail address/Name/Country/Issue description.

-The tool will collect the logs from your PC, please be patient.

-When everything is finished, an archive will be created on your Desktop.

Upload that archive 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!

Firecapt

Cristian,

I did as you said up to the point of posting the archive. It evidently uploaded itself to your servers and removed the desktop file in the process.

I'll wait for further instructions.

Thanks!!

Firecapt

I've just noticed that any selection from the USB drives "right click" menu (Properties, Open in New Window, etc.) will cause Windows Explorer to crash.

This only happens on a USB drive; not the CD drives or Hard drives.

coolcool1227

This was the problem in Beta1. Did you uninstall Bitdefender Beta version thoroughly (if installed previously)?

rootkit

Hi Firecapt

Please check your email, I think you received a confirmation with a ticket ID.

I need that number so I can analyze the logs.

Thank you!

Firecapt

Christian,

Sorry, but I have looked again at your original reply and the latest email from you that brought me back here again. I don't see any ticket ID #.

Firecapt

ONT,

Thanks for your reply! I haven't installed version 2012 beta, just the latest (final) version (64 bit).

coolcool1227

Today I also faced the same issue and found that if the autorun.inf folder created by USB immunizing is already present and we try to immunize the USB Stick again from the contextual menu option, the Windows Explorer stopped responding. I manually delete the autorun.inf folder and then try to immunize it, no explorer error occured.

Firecapt

ONT,

Thanks again for the reply!!

Right after I read your recent reply I checked my USB drives and there are no autorun.inf files or folders on them.

Also, like I said before, if I even try to access the "Properties" of that drive it crashes Windows Explorer.

I have also noticed that even though my "Antivirus Exclusions" switches are set to ask every time, BD never asks when a USB drive is plugged in. It just starts scanning the drive. Also, the first time you plug in a USB drive BD is supposed to ask if you want to immunize the drive, this has never happened for me.

Oh well

coolcool1227

It is system file/folder and hidden. Also read this topic, which one is present, file or folder.

Firecapt

ONT,

My Windows Explorer is currently set to show all system & hidden files/folders. No file or folder called autorun.inf exists on any of my USB drives.

rootkit

Hello

I need to check what's loading in Windows Shell.

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 follow the steps below and send us the result:

a ) Go to this page

http://technet.microsoft.com/en-us/sysinte...s/bb963902.aspx and download the autoruns file.

b ) Extract the contents of the downloaded file and run the 'autoruns.exe' file;

c ) Wait for the list to be filled with all the processes and then make sure that you have the Everything tab selected in the upper part;

d ) Click on the Disk icon right under File and chose any location folder on your computer;

e ) Save the file with a specific name (your name, computer name, a random name, which one you want) and then send me a PM with it.

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.

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

Have a nice day!

coolcool1227

PM sent.

mitza97

When I select a USB drive in Windows Explorer, right click and mouse to the Bd portion of the drop down menu, I get the message that Windows Explorer has encountered a problem.

It tries to find a solution and then closes WE; happens every time. I can't, of course, immunize the USB drive since WE crashes.

I also had this problem. Did you tried to quick format your USB drive and check after that? For me, it worked... :rolleyes:

Firecapt

I can't even format a USB drive from the Windows Explorer right click menu...causes WE to crash & restart. Any action taken off the right click menu causes this

mitza97

I can't even format a USB drive from the Windows Explorer right click menu...causes WE to crash & restart. Any action taken off the right click menu causes this

Use another format tool. (google for HP USB Disk Storage Format Tool 2.2.3). :rolleyes:

Firecapt

I was able to format without using Windows Explorer but the same thing continues to happen when I try to immunize.

coolcool1227

Also read these topics Different Immunizing Techniques and Usb Immunizer Error.

When there is Autorun.inf folder is present, Windows Explorer crashes when we right click on the pen drive e.g to format it. When I manually delete that folder, and then right click on the pen drive, explorer not crashes and everything goes normal.

coolcool1227

What about the logs sent by PM?

cocxaoxaot

anyone? please help, i have the same problem, when i right - click on the usb then click Properties, WE is crashes and i cant move my cursor, i tried every solution in this topic but no use

coolcool1227

Any update about logs sent by PM?

Firecapt

Sent everything they have requested, but haven't heard anything yet!

rootkit

Hello

I finished some of the tests regarding this.

Now, please follow these instructions:

1) From START search cmd, right click on it and select Run as Administrator

http://www.computerhope.com/issues/chdos.htm

2) In the cmd window type, one by one, the following commands:

regsvr32 /u "C:\Program Files\Bitdefender\Bitdefender 2013\bdshellext.dll" and then hit Enter

regsvr32 /u "C:\Program Files\Bitdefender\Bitdefender 2013\bdfvsctx.dll" and then hit Enter

regsvr32 /u "C:\Program Files\Bitdefender\Bitdefender 2013\fshredctx.dll" and then hit Enter

After you type each command you will receive a message. Please click on OK and continue with the following commands.

Notice if the same issue occurs.

Take care.

Firecapt

Each command completed successfully and yet the problem continues!

Firecapt

It's also interesting to note that if BD is set to "ask me every time", it doesn't ask it just scans every time.

The disable function works and will stop the scanning.

I have never seen the dialog asking if I want to immunize the USB drive.

jollover

Unfortunately, the asking dialog box appears only if BD is set to "ask me every time" and "User Mode"

rootkit

Hello

Am I back with some new information about this.

Please download and save this file on your desktop.

http://www.mediafire.com/?36i6bl7m99duy87

Double click on it and when prompted to import the information in the registry, please click on Yes.

Reboot and let me know if you still encounter the same issue.

If so, 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 great weekend!

coolcool1227

Hello

Am I back with some new information about this.

Please download and save this file on your desktop.

http://www.mediafire.com/?36i6bl7m99duy87

Double click on it and when prompted to import the information in the registry, please click on Yes.

Reboot and let me know if you still encounter the same issue.

If so, 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

or

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 great weekend!

Kindly see the attachment that the registry file you send remove the option to immunize the USB Stick from the contextual menu after the reboot. This is not the proper solution for the said issue.

rootkit

Hello

I know that the reg file deletes the Immunize option from Windows Shell. Tell me please if Windows Explorer is still crashing after this.

Thank you!

jollover

Hello

I know that the reg file deletes the Immunize option from Windows Shell. Tell me please if Windows Explorer is still crashing after this.

Thank you!

Hello

No, Windows Explorer is not crashing after this.

Best regards,

Jordi

rootkit

Hello Jordi

Thank you for your feedback!

Until the fix will be released, for those that encounter the same issue, please follow the steps from here:

http://forum.bitdefender.com/index.php?sho...st&p=150936

and use this method to immunize the USB devices:

http://forum.bitdefender.com/index.php?showtopic=35503

Thank you very much!

rootkit

Hello

I also need to know if the USB stick is formatted in NTFS / FAT / FAT32 or exFAT.

Thank you!

coolcool1227

Hello

I also need to know if the USB stick is formatted in NTFS / FAT / FAT32 or exFAT.

Thank you!

I have USB Sticks formatted in FAT32 and NTFS.

jollover

Hello

I also need to know if the USB stick is formatted in NTFS / FAT / FAT32 or exFAT.

Thank you!

I have a USB stick formatted in NTFS and other in FAT32. In both cases the same problem occurs.

rootkit

Hello

Thank you for your feedback.

I have escalated the current situation to our developers.

Until the fix is release, please use this workaround:

http://forum.bitdefender.com/index.php?sho...st&p=151081

Have a great weekend!

Firecapt

Latest update hasn't fixed this problem (16.18.0.1407). Any update on when this issue will be resolved?

rootkit

Hello

A product update was released. Your build should be 16.20.0.1483(please right click on Bitdefender icon from system tray-near the clock-and choose "About". You should see in the left side the build number).

In order for the product update to be installed, you need to reboot your machine(you should see in the Events -> "Reboot required" under the Update module).

Changelog:

http://forum.bitdefender.com/index.php?sho...mp;#entry157184

http://forum.bitdefender.com/index.php?showtopic=35499

Let me know if the situation is solved.

Have a nice day.

Firecapt

I am currently running version 16.20.0.1483 and the problem still exists!

rootkit

Hello

Thank you very much for your feedback!

I will notify my colleagues about this.

Have a great week!

JoesephJ

Same here.

Antivirus Plus 2013

Version: 16.21.0.1504

Windows Explorer crashes anytime a USB drive right-click-program is attempted.

Just upgraded from 2012 last week. Did not have this issue prior to the upgrade.

Daf44

Same here.

Antivirus Plus 2013

Version: 16.21.0.1504

Windows Explorer crashes anytime a USB drive right-click-program is attempted.

Just upgraded from 2012 last week. Did not have this issue prior to the upgrade.

I have had this same issue for the last 3 2013 versions on 2 different Win 7 x64 computers. Currently running IS2013 v.16.21.0.1504 on both.

If I open the context menu (right click) on an installed USB memory stick, Windows Explorer will immediately crash and restart.

JoesephJ

I have upgraded 4 computers in the last 2 weeks. All 4 computers have the same issue.

3 are running Windows 7 64

1 is running Windows Vista 64

Hopefully this will be remedied in the near future. Thanks in advance !

Daf44

I have upgraded 4 computers in the last 2 weeks. All 4 computers have the same issue.

3 are running Windows 7 64

1 is running Windows Vista 64

Hopefully this will be remedied in the near future. Thanks in advance !

OK. With so many user complaints, with so many different computers and continued through several version updates, this can't be an isolated problem! <img class= " />

Are the Bitdefender developers working on a solution??

Anyone??

Since this affects the OS functionality for so many users, I would consider this a very high priority problem!!

Daf44

OK. With so many user complaints, with so many different computers and continued through several version updates, this can't be an isolated problem! " />

Are the Bitdefender developers working on a solution??

Anyone??

Since this affects the OS functionality for so many users, I would consider this a very high priority problem!!

No solution yet?

Firecapt

No, this problem has not been resolved. If it were only a problem with BD and didn't effect disk management I wouldn't be as concerned. I'm currently unable to "Cut & Paste" files from (or to) my thumb drives. Any right click function on the thumb drive causes Windows Explorer to crash.

BD PLEASE FIX THIS ISSUE!!! <img class= " />

rootkit

Hello

My colleagues are still working on this. We are truly sorry for all the inconvenience.

Until the fix is delivered, please use this file to patch Windows Shell and use the other method to immunize the USB devices.

http://www.mediafire.com/?36i6bl7m99duy87

The other method to immunize devices is this one:

http://forum.bitdefender.com/index.php?showtopic=35503

Thank you in advance for understanding.

Woopipete

I also have this problem and have Ticket ID:201209241002068 logged for the problem. I have provided all the requested reports and followed all the requested instructions to no avail. If there isn't a fix for this soon I will be reverting to Norton IS and requesting a credit from Bitdefender.

Firecapt

Woopipete,

As you can see from the date of my original post (7/1/12) we are now 3 1/2 months into this problem with no solution.

Come on BD lets get this fixed!! <img class= " />