Bitdefender - An Antivirus Software Which Cannot Perform Full System Scan - Refund?

bdONdell

An ticket was opened last week (Ticket ID:201208311013881). All requested documents were submitted but so far no solution from Bitdefender. Sent an email to Bitdefender yesterday but again no reply. Imagine you bought an antivirus software that does not allow the user to perform a "complete" full system scan... Can I request for refund?

columbo

Hi bdONdell,

If you want to try phone support, here is that link: http://www.bitdefender.com/support/consumer-phone.html

Otherwise, you can wait for our forum tech. support mod. Christian, to look up your ticket# and try to help you here.

Just thought I'd give you some other options

Kind regards,

Columbo

bdONdell

Installed the Kaspersky Internet Security 2012 on the same computer and no problem was encountered during the one month trial period. Then, installed Microsoft Security Essentials and it worked without an issue. Since Bitdefender Internet Security 2012 was ranked #1 by AVTEST, then decided to buy it as a long term solution to protect my computer. Unfortunately, it causes many problem since the first day it's installed. For examples:

( a ) first update took ages to complete.

( b ) "vsserv.exe" is not available.

( c ) it crashed half-way when a full system scan is performed.

( d ) if the computer is ON for a long time, the system becomes not responsive and a reboot is required.

columbo

Hi again

Have you tried running a repair, as some of those issue could have been resolved by last weeks updates.

To repair, go to All Programs/Bitdefender/expand folder and Repair or Uninstall. More information can be found here: http://forum.bitdefender.com/index.php?showtopic=35489

My thought also is that there could also be some leftover reg. keys etc. from the previous AV solutions causing problems. Did you use the Kaspersky uninstall tool? http://forum.bitdefender.com/index.php?showtopic=36510

Columbo

bdONdell

Still no response... I want refund!!!

columbo

Hi bdONdell

They will refund as you request. Did not any of my suggestions in post #4 work for you, in trying to help get Bitdefender up and running for you?

Thank you,

Columbo

bdONdell

Hi bdONdell

They will refund as you request. Did not any of my suggestions in post #4 work for you, in trying to help get Bitdefender up and running for you?

Thank you,

Columbo

Thanks for your suggestion. I just upgraded to 2013 from 2012 one week ago.

The details of my BD version. Guess it's up-to-date...

http://www.use.com/add9c96b17757c5b613a

columbo

Thanks, Christian can help you with a refund, or you could try phone support if you want: http://www.bitdefender.com/support/consumer-phone.html

They just released the new build, which I received in this mornings update, that is supposed to fix some of the known issues, just a FYI

Thank you,

Columbo

bdONdell

Thanks, Christian can help you with a refund, or you could try phone support if you want: http://www.bitdefender.com/support/consumer-phone.html

They just released the new build, which I received in this mornings update, that is supposed to fix some of the known issues, just a FYI

Thank you,

Columbo

My last update was done 14 mins ago...

columbo

If you're still having the issues, maybe now try running the repair, as all the new files should install upon a repair, hopefully solving the issues you have.

bdONdell

Again... an immediate problem after performing repair... should I ask for refund? I start to doubt the ranking awarded by AVTEST...

Now, I can't even open the BD window from system tray... what kind of software it's...???

bdONdell

Before performing the repair I still can start a full system scan before it crashed half-way... Now I can't start the scan at all... what kind of repair is that?

columbo

My thought, if you're willing, is to start from scratch, run the 2013 uninstall tool, then the 2012 uninstall tool, 1st link to remove traces of that, restart your PC, run CCleaner free version in Sweep mode, and in Registry mode, deleting only Bitdefender registry keys that may be left, and re-download and install a fresh file from here: http://forum.bitdefender.com/index.php?act...f=312&id=53

Again, that's up to you, as you've been very patient, and kind in working with me, so I'm not going to push you one way or another.

Columbo

columbo

I just wanted to confirm that the System requirements for Bitdefender are being met http://www.bitdefender.com/solutions/antiv...%20Requirements

Thanks again

bdONdell

I just wanted to confirm that the System requirements for Bitdefender are being met http://www.bitdefender.com/solutions/antiv...%20Requirements

Thanks again

Yes... they're met...

bdONdell

This was what I received from live chat: "I see that you did not receive a reply yet..." See... it's been 7-day since I submitted my problem... no reply!!!

bdONdell

Case closed... problem remains unsolved. Will move to Kaspersky... Thank you...

columbo

Sorry to hear it didn't work out. Thank you for trying our repair attempts, and for getting back to us about your resolve.

Be sure to run both versions of the Bitdefender uninstall tool links I provided, as well as the Kaspersky uninstall tool, to help your next install go better.

Thanks again,

Columbo

coolcool1227

Would you like to tell us the system specifications and OS?

bdONdell

Sorry to hear it didn't work out. Thank you for trying our repair attempts, and for getting back to us about your resolve.

Be sure to run both versions of the Bitdefender uninstall tool links I provided, as well as the Kaspersky uninstall tool, to help your next install go better.

Thanks again,

Columbo

I did exactly what you advised. Do you know what has happened? I do not know what those BD tools (the uninstallers) have done to my laptop... I can't access the internet with the laptop now... do you think I can proceed the repair??? I'm using another computer to write this... What's is this man???

columbo

Yes... they're met...

Case closed... problem remains unsolved. Will move to Kaspersky... Thank you...

I think we may be beyond that

bdONdell

Would you like to tell us the system specifications and OS?

Here's specs and OS:

Dell Inspiron 1520 Laptop

GN589 -Intel® Core2 Duo Processor T8300 - 2.4 GHz, 3MB Cache, 800 MHz FSB

DW997 - Label (Core 2 Duo & Intel Wireless)

T7196 - Genuine Windows® XP Home Edition (English)

K7997 - Genuine Windows® XP Home SP2 Edition(English)

MC386 - Genuine Windows® XP 32-bit Label 1

FY787 - Dell Wireless 355 Bluetooth Module 1

PM510 - 15.4" Widescreen WXGA+ (1440x900) Display

XD717 - 2GB (2 X 1024MB) 667MHz Dual Channel DDR2 SDRAM

WR168 - Internal 8X DVD+/-RW Combination Drive with dual layer write capabilities

WW684 - NVIDIA® GeForce 8600M GT with 256MB GDDR2 dedicated graphic memory

GM489 - Intel® 4965AGN Wireless-N Mini-Card

BSC-012 - Integrated Stereo Sound

NR241 - 6-cell 53Whr Lithium Ion Primary Battery

RH778 - 90W AC Adapter

Note that the Windows XP has been updated online recently (few days ago).

Are they good enough to run the World#1 Antivirus software?

columbo

Try these two solutions, one before the other:

http://forum.bitdefender.com/index.php?sho...mp;#entry156832

If that doesn't work, open Command Prompt in Admin mode and type in: netsh winsock reset and hit your keyboard enter key. It should say it was a success, and to restart your computer.

Hopefully one or the above should get your internet back.

columbo

Here's specs and OS:

Dell Inspiron 1520 Laptop

GN589 -Intel® Core2 Duo Processor T8300 - 2.4 GHz, 3MB Cache, 800 MHz FSB

DW997 - Label (Core 2 Duo & Intel Wireless)

T7196 - Genuine Windows® XP Home Edition (English)

K7997 - Genuine Windows® XP Home SP2 Edition(English)

MC386 - Genuine Windows® XP 32-bit Label 1

FY787 - Dell Wireless 355 Bluetooth Module 1

PM510 - 15.4" Widescreen WXGA+ (1440x900) Display

XD717 - 2GB (2 X 1024MB) 667MHz Dual Channel DDR2 SDRAM

WR168 - Internal 8X DVD+/-RW Combination Drive with dual layer write capabilities

WW684 - NVIDIA® GeForce 8600M GT with 256MB GDDR2 dedicated graphic memory

GM489 - Intel® 4965AGN Wireless-N Mini-Card

BSC-012 - Integrated Stereo Sound

NR241 - 6-cell 53Whr Lithium Ion Primary Battery

RH778 - 90W AC Adapter

Note that the Windows XP has been updated online recently (few days ago).

Are they good enough to run the World#1 Antivirus software?

As long as you have SP3, otherwise this is the cause of our issues.

bdONdell

As long as you have SP3, otherwise this is the cause of our issues.

Yes... it's SP3...

columbo

Were you able to get your internet back on your laptop?

bdONdell

Were you able to get your internet back on your laptop?

Not yet... still working on it... really bad experience with BitDefender...

coolcool1227

For internet access issue, kindly read this topic Bitdefender Uninstall And Internet Connection Issue

And regarding the installation issue, if you like, uninstall completely Bitdefender and all other previously installed Antivirus softwares once again by reading this post How To Completely Uninstall Bitdefender, Detailed Procedure. Perform this procedure in Safe Mode and then download and install with the Offline installation kit. Disable or unplug the LAN or Wi-Fi connection and when the setup prompts for downloading latest updates during installation, just click NO and then proceed normally.

Hope this will help you.

bdONdell

It seems to me that to get the BD working is a rather complicated task. I wonder how would a person who does not know much about PC would get it done...

columbo

Hopefully it would install correctly the first time yet I know what you're saying, when things like this come up, can test a person's patience and skill...as I've seen it on other AV forums too.

rootkit

Hello

Sorry for the delayed reply.

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

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 nice day.