Video Problem

There is a problem with bitdefender and trying to view videos,I have tried other antivirus software with no problem.But when I install bitdefender the problem comes back.I have tried reinstalling with no help.Internet ex 9 ,google,you tube they are all having problems when bitdefender is installed.

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ghling

I have a similar (if not the same) problem with videos using the 2013 version. Since I upgraded from the 2012 version, youtube videos sometimes turn into a green screen, start to skip frames and jumping to the end of the video in a few seconds. I get this problem with chrome and firefox (both current version), even though it happens more with chrome (at least 1 to 2 times in a 15 - 20 minutes video).

Turning off Bitdefender eliminates the problem and I can watch the video without the problem.

The exact problem was fully described (with demo video) by another user here: http://productforums.google.com/forum/#...ube/gx9g841AKKs

Currently I am testing what is causing this problem but I would really appreciate to get some feedback from the support. Please don't make me regret my decision to renew my subscription before it even starts.

Sir_Vikin

I was experiencing the same problems along with choppy/slow internet speeds in general and an inability to upload attachments or anything to an educational website with BD TS 2013 installed, as I mention in the following post -

http://forum.bitdefender.com/index.php?showtopic=38311

Christian posted a temporary "fix" on page 2 that helped me a little bit, but tech support as a whole has been a huge let down. Personally, I'm wishing that I had not renewed my subscription.

MRALPH

Support sent me a Bitdefender_Supporttool to log my problem ,but when I tried to download it ,it kept coming back as a corupt file. So I could'nt send them anything and still waiting for response. I wish I would have known all the problems bitdefender was having with their software before getting it.

rootkit

I have created a mirror for the tool:

http://www.mediafire.com/?zzy8k9io85xmd5o

You have here the details:

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.

Have a nice day.

ghling

Just a little update from my side:

I got in touch with the german support, they could reproduce the problem in a remote session. The recent program updates made the problem occur a bit less, but don't solve it totally. I also noticed that I get corrupted downloads while BD is active (I needed 5 to 6 attempts to successfully download an ISO file (about 800 MB) recently), but I'd guess that this comes from the same source.

Currently, "disabling" the bdtl.dll (set update to "manual, ask before download" and then only update the signitures, restart windows in safe mode and rename the bdtl.dll in the Program\Bitdefender folder) is the only way for me to solve that problems, but it's kind of annoying to confirm the updates every time and having the risk of updating the program unintended while typing (which restores the bdtl.dll).

I'm hoping this problem will be solved soon.

Aml7604

I'm experiencing the exact same problem. Tracing back the problem it started ever since I installed Bitdefender 2013 AV PLus.

I've noticed the exact same issues with Youtube videos, both in IE9 and Opera: The video is garbled (usually green but I've also seen purple tones and stripe patterns) and skip quickly to the end or the video just stops and the end screen is shown at some random moment during watching. I tried switching of hardware accelleration in Flash but that didn't help.

I've also noticed that caching speed is severly slowed, sometimes even to a complete standstill. According to netstat there are a lot of TCP connections in CLOSE_WAIT or FIN_WAIT_2 state.

It looks like the system is running out of resources and because that situation isn't properly handled by the Flash player it just read random data from somewhere, which it tries to display as video.

It is interesting though that when you wipe the Flash-cache first caching speed goes up and the problem sometimes doesn't occur. Watch a second video directly afterward and the problem is back.

What's also interesting is that a longer latency seems to worsen the problem.

Switch of on access scanning in Bitdefender and wipe the Flash-cache and the problem is solved. Caching happens at a steady 50+ Mbit/s, no green video, no premature endings. Turn on access scanning back on and cachingspeed gets very unstable with any speed between around 25 Mbit/s and zero and slows to an average of 4 Mbit/s (which apparently is to slow for HD video) and after a few minutes either the garbled video is back or the video just ends.

I already made the switch from Bitdefender in Dutch to the English version because that's a newer build. That didn't help either.

Also I noticed that the first time you start IE9 after the system is booted, it takes a long time, up to 15 seconds, for the start page to display. That should not be on a quad-core i7 with 8GB RAM , an SSD and a 60 Mbit internet connection.

Aside from that I also have issues with SafePay, but I'll make a separate post for that in the appropriate section.

Needless to say, I'm not very happy with Bitdefender at the moment, because since the start of this thread nothing seems to have improved for nearly two months, despite more people reporting the same problem!

ghling

Hi AML

Thank you for posting that you have the same problem. Unfortunately, I didn't got any news on the issue since my last posting here and sadly don't expect that we will get any in the future. Seems we are to few people that BD seems to care for our problems.

For myself, I downgraded back to BD Antivirus 2012 where the video problem occurs much much less than in the 2013 version, my 2013 license works flawless with the 2012 version.

MajorStewie

i get this issue too <img class= " /> at first i thought it was adobe flash player that i cant install because bitdefender corrupts all my downloads but after reading this it's probably bitdefender

MajorStewie

it takes waaay to long for bitdefender to fix these bugs

MajorStewie

still very buggy

ghling

I'm pretty sure posting every day that this issue hasn't been solved yet doesn't help anybody, the BD guys are surely aware of it (at least I hope so).

I notice that I expirience the same problem with BD Antivirus 2012 now, where the problem didn't occur before I upgraded to the 2013 version. Either they updated some components of the old version with the same ones the 2013 version uses (and include the same error) or even worse the installation of the 2013 version changes some setting of the system causing this issue. Seems I'll need to get in touch with the support again.

leon86p

I've exactly the same problem, since i installed BD AV 2013 half of my Youtube videos suffer from the green screen problem, disabling GPU acceleration didn't help at all (Chrome). Once i decide to buy an AV software it turns out its a worthless piece of garbage, it completely ruins my browsing experience.

Aml7604

Just to make absolutely sure the problem is really caused by Bitdefender and not by some other software glitch I have uninstalled Bitdefender and used the uninstall tool afterward and temporarily installed a different anti virus program. Since removing Bitdefender I have not experienced any garbled video or paused video's due to slow caching. For the first time in a while I have been able to watch a number of videos for over 270 seconds without pausing or green video.

I have bought a number of multi year Bitdefender licenses, because according to several tests it ranked among the best. This thread was started early november, yet almost three months later nothing has improved, in fact it has gotten worse! I am very very disappointed!

arturko

I agree with @AML. In an earlier version (2011) this problem did not exist. To watch the video normally had to limit the connection speed to 20 Mb / s (G mode on the card). The same problem is with downloading large files from the server.This is a step backwards!!!

UweWegner

Hello,

a citation from a previous post by AML:

I've also noticed that caching speed is severly slowed, sometimes even to a complete standstill. According to netstat there are a lot of TCP connections in CLOSE_WAIT or FIN_WAIT_2 state.

This looks like that ###### (sorry) 'corrupted download problem', which by the way is not a BD problem but a Microsoft problem.

Please read the thread http://forum.bitdefender.com/index.php?showtopic=40187

On page 3 you find a link to a Microsoft-Hotfix. Please read the description there - you may experience a 'Yea man - that's what I've watched on my PC'.

Give it a try and respond to Adriana S. :wub:

In deep hope that this may have helped...

Greetings from the city of Mercedes Benz and Porsche.

arturko

Thank you, @Porsche.

Microsoft fixed a BitDefender bug.

Aml7604

@Porsche

I do not agree that the problem is not caused by BD, because other antivirus solutions do not seem to suffer from the same issue (but there also may be other solutions that do). It seems that BD uses some specific API that had an error in it. Also I wasn't under the impression that BD support made great efforts to solve this problem, it took nearly 3 months, nor make the connection of the video problem with the download corruption problem.

Tip to BD support team: Inform your customers on the progress of the problem solving process, otherwise your customers will think you are not making an effort, like I did.

Still, the hotfix does seem to have fixed the problem for me.

UweWegner

To @AML

I fully agree with you!

BD does not seem to be interested in informing customers and they seem to be unable to work with this forum.

I sent some mails to them but did not get a response. I sent them some IMHO useful information about that download problem - no response (apart from "...forwarded to..."). I even wrote to BD's CEO, Mr. Florin Talpes and asked him for a statement about the bad support - no answer.

Now @GEORGIA seems to do a little bit by responding to many threads "we work on it, be patient".

But in general they did not yet realize that supporting customers is a chea.p instrument to advertise and to increase reliability.

I hope they will wake up and re-organize. I hope the will remember what quality control means. I hope they learn how important it is to act.

3 month to recognize and "solve" a problem is totally unacceptable. But they even do not apologize.

Many years ago i worked in a small company that did develop quality control systems for laboratories. They had just one main developer - he wrote programs without any documentation, without any source-code-comments and he always used "meaningful" variable names like i, j, k. He even did not know that a B-Tree is much faster than sequential searching. The company died. RIP.

...

SebastianDI

To @AML

I fully agree with you!

BD does not seem to be interested in informing customers and they seem to be unable to work with this forum.

I sent some mails to them but did not get a response. I sent them some IMHO useful information about that download problem - no response (apart from "...forwarded to..."). I even wrote to BD's CEO, Mr. Florin Talpes and asked him for a statement about the bad support - no answer.

Now @GEORGIA seems to do a little bit by responding to many threads "we work on it, be patient".

But in general they did not yet realize that supporting customers is a chea.p instrument to advertise and to increase reliability.

I hope they will wake up and re-organize. I hope the will remember what quality control means. I hope they learn how important it is to act.

3 month to recognize and "solve" a problem is totally unacceptable. But they even do not apologize.

Many years ago i worked in a small company that did develop quality control systems for laboratories. They had just one main developer - he wrote programs without any documentation, without any source-code-comments and he always used "meaningful" variable names like i, j, k. He even did not know that a B-Tree is much faster than sequential searching. The company died. RIP.

...

Before ###### the programmers from Bitdefender on the feet: First: Did anyone here use a crack for example? How about doing a fresh install of $MS$ and using a trial from Bitdefender Total Security 2013 first. If the problem still occurs, why dont you people here use another antivir then? I "like" people, accusing the programmers here - they want all solved fast. But they do not send their exact problems. I respect the programmers from Bitdefender. That they stay so calm. I would be angry with such kind of customers.

UweWegner

Before ###### the programmers from Bitdefender on the feet: First: Did anyone here use a crack for example? How about doing a fresh install of $MS$ and using a trial from Bitdefender Total Security 2013 first. If the problem still occurs, why dont you people here use another antivir then? I "like" people, accusing the programmers here - they want all solved fast. But they do not send their exact problems. I respect the programmers from Bitdefender. That they stay so calm. I would be angry with such kind of customers.

Dear Sebastian,

please stay calm and cool down.

Re-installing Windows can't be a solution always. You seem to be a non-professional private or hobby computer-user with little experience and it seems that you do not know, how much effort must be taken to get and keep PCs running in a business-environment, even if there are only a handful of PCs to administer.

Nobody here accuses programmers. We all know that it is impossible to write 100% perfect programs. So when we inform about problems in this forum, we just want them to be solved (in time!).

We primary do not want to buy other antivirus systems - we already bought BD (apart from you) AND we know why we bought it. I think the primary goal of us is just to help BD to remove bugs and thus to make the product better.

Writing entries with too many words that will be filtered out anyway is not ok in my honest opinion. So please cool down and respect not only programmers at BD, but also customers having real problems.

This forum should and must get better in future - it should become a forum to HELP customers. That's all I (and many others) want. If you do not have problems it's fine - but do not shout and accuse customers.

Thanks for your attention.

Georgia

Hello all,

Of course we understand that running software can sometimes cause different issues, especially a security product which is designed to protect the entire system of any threat. This is why the Bitdefender Customer Care Team is available 24/7 for you:

http://www.bitdefender.com/en/Main/contactEmail

A product update was recently released. Your build should be 16.27.0.1763 (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?showtopic=35498

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

Let me know if the situation is solved afterwards.

Have a great weekend!