[escalated] Remote D-link Cameras Inaccessible

I installed 2 D-Link model 942L cameras, one at home, one at my cottage. I can access the local camera from either site, but not the remote as long as I have Bitdefender installed. I can access these remote cameras from my cell phone under Android, from my iPod under iOS 6.0, from my iPad under iOS 5.0, and from any computer running Windows Vista or Windows 7 as long as Bitdefender is not installed. Trouble ticket 201111021028512.

I am running the updated 2013 Bitdefender build 16.20.0.1483.

I called support 1Nov at 1540h, spoke to "John" who assured me I would be called back in 24 to 48hours, but would I please run an analysis program for them. I ran the analysis program and emailed the results to them immediately.

Having heard nothing back, I called again 1703h on 7Nov and spoke to "Alex" who said he would raise the priority and have them call me.

Nov 8th I got an email signed "Best regards, Cristian Burlacu Bitdefender Technical Support Engineer" asking me execute "autorun". I did so and emailed the results back to him the next moring, 9Nov at 0907h.

12Nov I called, having had no further response, and spoke to "Mike" who siad all their servers were down & they would call me back when the servers were up again.

16Nov, having had no call back, I called and spoke with "Alexander" who said they would call back within 24 hours in regard to my "delicate" (his words, not mine) problem and he would elevate the level of my problem ticket.

17Nov, not having had my call back in 24 hours as promised, I called again at 1622h and spoke with "Ryan" who said he would escalte my problem to the "4th step" (again - this was his description. He said there is no way I can actually speak to anyone at the technical level. He further stated "there is nothing else we can do" (I wrote this down and read it back to him to be sure I was quoting him correctly).

OK - now 17 days into the "24 to 48 hour" turnaround - I have got one computer communicating with the remote cameras by deleting Bitdefender and installing Avast in its place.

How does anyone get Bitdefender off dead centre to address their customer's problems? I have 2 licenses for 3 computers each for Bitdefender, purchased for multiyear terms. The Avast I was forced to resort to is free and works - Bitdefender impresses the reviewers, but appears to have no meaningful technical support - what do I do now???

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rootkit

Hello

A product update was released. Your build should be 16.24.0.1682(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...st&p=164968

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

Let me know if the situation is solved.

Have a nice day.

fred@adams3.net

Christian - thanks for the reply and suggestion.

I have checked and indeed I am now running build 16.24.0.1682. I have also rebooted my machine.

The problem remains unchanged. I can access the local D-Link 942L camera, but when I try to access the remote camera I get a black display rectangle instead of the camera feed. Also cannot access the "settings" screen for the remote camera. Going to the computer that does not have Bitdefender installed I find I can access both cameras and their settings screens. Both are running 64 bit Windows 7. Also I should note that the computer which is currently running without Bitdefender, and which is now able to access the remote camera, could not access the remote camera until I removed Bitdefender from it.

As part of the testing regimen that one of the Bitdefender customer response people suggested, I tried turning off every sort of service that Bitdefender is offering. The problem remained, which leads me to theorize that the problem is in the basic Bitdefender engine rather than in the implementation of any specific checking routine.

It is not a problem with either the modem or router configuration (I am using a combined 2 Wire unit provided by Bell Telephone at both camera installations) since the system that is not running Bitdefender has no access problem. Same consideration applies with regard to port-forwarding concerns.

I remain convinced that Bitdefender is the premiere anti-virus product currently available, but I need a resolution to this problem to allow me to reinstall the product. Does anyone have a remote D-Link 942L running successfully under Windows 7 with Bitdefender installed? If so, what implementation configuration are you using?

fred@adams3.net

I installed 2 D-Link model 942L cameras, one at home, one at my cottage. I can access the local camera from either site, but not the remote as long as I have Bitdefender installed. I can access these remote cameras from my cell phone under Android, from my iPod under iOS 6.0, from my iPad under iOS 5.0, and from any computer running Windows Vista or Windows 7 as long as Bitdefender is not installed. Trouble ticket 201111021028512.

I am running the updated 2013 Bitdefender build 16.20.0.1483.

I called support 1Nov at 1540h, spoke to "John" who assured me I would be called back in 24 to 48hours, but would I please run an analysis program for them. I ran the analysis program and emailed the results to them immediately.

Having heard nothing back, I called again 1703h on 7Nov and spoke to "Alex" who said he would raise the priority and have them call me.

Nov 8th I got an email signed "Best regards, Cristian Burlacu Bitdefender Technical Support Engineer" asking me execute "autorun". I did so and emailed the results back to him the next moring, 9Nov at 0907h.

12Nov I called, having had no further response, and spoke to "Mike" who siad all their servers were down & they would call me back when the servers were up again.

16Nov, having had no call back, I called and spoke with "Alexander" who said they would call back within 24 hours in regard to my "delicate" (his words, not mine) problem and he would elevate the level of my problem ticket.

17Nov, not having had my call back in 24 hours as promised, I called again at 1622h and spoke with "Ryan" who said he would escalte my problem to the "4th step" (again - this was his description. He said there is no way I can actually speak to anyone at the technical level. He further stated "there is nothing else we can do" (I wrote this down and read it back to him to be sure I was quoting him correctly).

OK - now 17 days into the "24 to 48 hour" turnaround - I have got one computer communicating with the remote cameras by deleting Bitdefender and installing Avast in its place.

How does anyone get Bitdefender off dead centre to address their customer's problems? I have 2 licenses for 3 computers each for Bitdefender, purchased for multiyear terms. The Avast I was forced to resort to is free and works - Bitdefender impresses the reviewers, but appears to have no meaningful technical support - what do I do now???

fred@adams3.net

Hello again - progress being made thanks to Bitdefender staff.

Toiday I received an email from Mihaela Masaru of Bitdefender suggesting that I should:

Open Bitdefnder, go to [settings]. select [update], check the option list to select "Prompt before downloading"
Reboot into "Safe Mode" by repeated "F8" key selections during the restart
Browse to C:\Program Files\Bitdefender\Bitdefender 2013
locate therein file "bdtl.dll" and rename it it to "bdt.dl_"
Reboot into normal mode
Avoid doing a "Product" update at this time when prompted for a download - a Virus Signature update is OK
Retest the remote camera access.

The final result was that I can now access my D-Link CS-942L cameras both remote and local.

I am currently waiting to be advised when, or if, I can proceed to do a "Product" update of Bitdefender or how to handle it if I do such an update.

I am pleased with the fact that Bitdefender did in the final analysis come up with a workaround. I can now proceed to reinstall Bitdefender on my other systems with the hope that eventually I will once again be able to do Product updates in the usual manner.

Georgia

Hello the sandman,

This issue was already solved by automatic update of the product, in build number 16.25.0.1710

Please allow product updates to be downloaded and let us know if you have other questions.

Thank you!

fred@adams3.net

Hello the sandman,

This issue was already solved by automatic update of the product, in build number 16.25.0.1710

Please allow product updates to be downloaded and let us know if you have other questions.

Thank you!

I have downloaded and installed 16.25, and today I tried 16.27.

While I appreciate your assurances, I regret to advise that these do NOT solve the problem.

I can access the cameras with a competitor's product, but not once I install Bitdefender. Yes, I unistalled the other product. Tested under current versions of IE, Chrome and Firefox. Operating system Windows 7 is current and updates installed today just before I retried Bitdefender access.

Please explain your flat-out claim that this problem was solved by 16.25 - did you personally actually try testing it?

Georgia

Hello,

16.25 came with many fixes for camera software blocked by Bitdefender Traffic light. Thank you for taking the time to post back and let me know that the issue persists. I also found your ticket ID: 201211011028512 and I will contact you ASAP via e-mail.

Thank you again for your valuable feedback!