Bitdefender Will Not Quarantine/delete Trojan Virus
During my weekly deep scan, Bitdefender 2010 found a trojan virus. A dialog screen popped up asking me what action to take. I first chose Quarantine then clicked the Continue button. Bitdefender did nothing but display the same dialog screen. I then tried Delete. But again Bitdefender came back with the same screen.
Am I doing something wrong? How else am I supposed to get rid of this trojan?
Comments
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Hi
In order to be able to assist you please run a Deep System Scan task with Bitdefender and send us the resulting scan report.
[how to GENERATE A DEEP SYSTEM SCAN LOG]
- Before running the scan please make sure that you have the latest virus definitions downloaded via the Update module: open Bitdefender and click the "Settings" button in the upper right side of the interface; Switch UI to "Novice Mode"; Click "OK"; Choose the "Update Now" task;
- After the update process completes successfully you can proceed to running the scan task: select the "Scan Now" task;
- When the scan ends, click the "View Log" button at the bottom right of the scan window; A browser window will open displaying the scan report; Save this file on a location of your choice and then attach it in your next reply here.
NOTE! If you already ran a scan task you can send us your latest report instead.
[how to RETRIEVE THE LATEST DEEP SYSTEM SCAN LOG]
- Open Bitdefender and click the "View Logs" link on the lower right; Click the "Antivirus" tab on the left;
- In the "On-demand tasks" list (the one on the bottom) look for the latest (closest to the top) entry that reads "Deep System Scan" under the "Task Name" column and "Scan Finished" under the "Action name"; Double-click this entry and click the "View Scan Log" button at the bottom of the window that just popped up; A browser window will open displaying the scan report; Save this file on a location of your choice and then attach it in your next reply here.
We recommend using the new Bitdefender QUICKSCAN for an extra layer of protection;
[how to USE THE BITDEFENDER QUICKSCAN]
Bitdefender QuickScan is an online scanning tool that uses a new technology to combine intelligent local scanning and in-the-cloud scanning which detects e-threats in memory quickly.
- Using your favorite web browser visit: http://quickscan.bitdefender.com/ and install the required ActiveX/Plugin when prompted;
NOTE! A detailed installation and compatibility guide can always be found at:
http://forum.malwarecity.com/index.php?showtopic=23
- click on "Start" and read the END USER SOFTWARE LICENSE AGREEMENT carefully; Select the "Accept" button to use the QuickScan tool or "Exit" if you do not agree with the terms and conditions;
- Allow the scanning process a few moments to complete;
- When the scan is over click on "Report" in order to open the log in the default text editor; Save the log to a location of your choice (e.g. Desktop) and attach it in your next reply here.0 -
Hi
In order to be able to assist you please run a Deep System Scan task with Bitdefender and send us the resulting scan report.
[how to GENERATE A DEEP SYSTEM SCAN LOG]
- Before running the scan please make sure that you have the latest virus definitions downloaded via the Update module: open Bitdefender and click the "Settings" button in the upper right side of the interface; Switch UI to "Novice Mode"; Click "OK"; Choose the "Update Now" task;
- After the update process completes successfully you can proceed to running the scan task: select the "Scan Now" task;
- When the scan ends, click the "View Log" button at the bottom right of the scan window; A browser window will open displaying the scan report; Save this file on a location of your choice and then attach it in your next reply here.
NOTE! If you already ran a scan task you can send us your latest report instead.
[how to RETRIEVE THE LATEST DEEP SYSTEM SCAN LOG]
- Open Bitdefender and click the "View Logs" link on the lower right; Click the "Antivirus" tab on the left;
- In the "On-demand tasks" list (the one on the bottom) look for the latest (closest to the top) entry that reads "Deep System Scan" under the "Task Name" column and "Scan Finished" under the "Action name"; Double-click this entry and click the "View Scan Log" button at the bottom of the window that just popped up; A browser window will open displaying the scan report; Save this file on a location of your choice and then attach it in your next reply here.
We recommend using the new Bitdefender QUICKSCAN for an extra layer of protection;
[how to USE THE BITDEFENDER QUICKSCAN]
Bitdefender QuickScan is an online scanning tool that uses a new technology to combine intelligent local scanning and in-the-cloud scanning which detects e-threats in memory quickly.
- Using your favorite web browser visit: http://quickscan.bitdefender.com/ and install the required ActiveX/Plugin when prompted;
NOTE! A detailed installation and compatibility guide can always be found at:
http://forum.malwarecity.com/index.php?showtopic=23
- click on "Start" and read the END USER SOFTWARE LICENSE AGREEMENT carefully; Select the "Accept" button to use the QuickScan tool or "Exit" if you do not agree with the terms and conditions;
- Allow the scanning process a few moments to complete;
- When the scan is over click on "Report" in order to open the log in the default text editor; Save the log to a location of your choice (e.g. Desktop) and attach it in your next reply here.
When this event happened one of the options was to automatically send a report to Bitdefender. I clicked on that option and it said a report was sent. So did this report get sent or not and was it received?0 -
Okay, here is the file that was created 8/19/2012.
I've also attached 5 other files that I found for that date that may help.0 -
Hello
Download and install the software and then run it to clean your computer's registry and temporary files:
http://download.piriform.com/ccsetup321.exe
http://www.piriform.com/docs/ccleaner/usin...gistry-cleaning
Once the cleaning is complete it's recommended to restart your computer.
If you have a registry cleaner already installed, you can use that one.
We also recommend you to update to the latest version of Oracle Java 7 Update 5.
You can download it from here:
32 bit:
http://filehippo.com/download_jre_32/
64 bit:
http://filehippo.com/download_jre_64/
Should you need any further assistance, please do not hesitate to contact us.
Take care.0 -
Hello
Download and install the software and then run it to clean your computer's registry and temporary files:
http://download.piriform.com/ccsetup321.exe
http://www.piriform.com/docs/ccleaner/usin...gistry-cleaning
Once the cleaning is complete it's recommended to restart your computer.
If you have a registry cleaner already installed, you can use that one.
We also recommend you to update to the latest version of Oracle Java 7 Update 5.
You can download it from here:
32 bit:
http://filehippo.com/download_jre_32/
64 bit:
http://filehippo.com/download_jre_64/
Should you need any further assistance, please do not hesitate to contact us.
Take care.
Did all of the above suggestions. Ran another scan. Trojan virus still there! Now what?0 -
Hello
Do you have all your browser up to date?
In the current situation, let try something else.
Reboot your PC in Safe Mode.[How to restart in SAFE MODE]
- 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"
Display hidden items in Explorer[how to DISPLAY HIDDEN OBJECTS]
- go to your "Control Panel" and open "Folder Options";
- then go to the "View" tab and perform the changes listed below:
* check "Display contents of system folders"
* check "Show hidden files and folders"
* uncheck "Hide file extensions for known file types"
* uncheck "Hide protected operating system files"
- click "Apply" and then "OK" to exit.
NOTE: On Microsoft Windows Vista you will apply the same steps except for selecting "Display contents of system folders".
For more information you can read the following article:
http://kb.bitdefender.com/KB354-en--Reveal...em-folders.html
Navigate to this location:
C:\Documents and Settings\Owner\Local Settings\Temp\
and delete all the files from Temp folder(the files, not the folder).
Reboot again in Normal Mode and rerun the scan.
Let me know if everything is OK.
Take care.0 -
Hello
Do you have all your browser up to date?
In the current situation, let try something else.
Reboot your PC in Safe Mode.
Display hidden items in Explorer
Navigate to this location:
C:\Documents and Settings\Owner\Local Settings\Temp\
and delete all the files from Temp folder(the files, not the folder).
Reboot again in Normal Mode and rerun the scan.
Let me know if everything is OK.
Take care.
Did everything you asked.
Ran scan - still have Trojan virus. Can't delete or quarantine it. I'm getting a little frustrated with Bitdefender software.0 -
Hello
Could you please reboot, update Bitdefender, run the scan and put here the new scan log?
Thank you!0 -
Hello
Could you please reboot, update Bitdefender, run the scan and put here the new scan log?
Thank you!
When you say "update Bitdefender" what exactly do you mean by update? The whole product or just current definitions?
FYI - it was already rebooted prior to running the last scan.0 -
Hello
I was talking about the definition update from the product.
Please do that and send me the requested information.
Take care.0 -
Hello
I was talking about the definition update from the product.
Please do that and send me the requested information.
Take care.
Latest scan log attached.0 -
Hello
Did you received an alert from Bitdefender when visiting a specific website?
Also, could you please upgrade to Bitdefender 2013?
http://forum.bitdefender.com/index.php?act...f=190&id=42
Thank you!0 -
Hello
Did you received an alert from Bitdefender when visiting a specific website?
Also, could you please upgrade to Bitdefender 2013?
http://forum.bitdefender.com/index.php?act...f=190&id=42
Thank you!
That's your only solution to this problem? Try another version of Bitdefender?0 -
Hello
Bitdefender 2013 has newer engines and try can clean infections better than the version installed now in your PC.
So please upgrade to the latest version and let me know if everything is OK.
Take care.0
