Bitdefender Will Not Open Encrypted Usb Drive

Shott

Hope someone can help as Bitdefender support doesn't seem to be able to. This is my last go at getting some help before I move to asking the retailer for a refund for this product which seems unfit for purpose. I can't believe I changed from another well known internet security package that I've used for year after year without a problem. All because I decided to research AV test scores! Anyway - possibly the best explanation I can give is to reproduce my emails below - although it makes for a lengthy history. I'm not too optimistic but if anyone can offer any help it woud be gratefully received. Many thanks.

By the way, this is Bitdefender Internet Security 2013 loaded onto Windows XP

ORIGINAL MESSAGE 1

Dec,27 2012 23:17:04 (GMT +0200)

I have a freecom hardware encrypted exteral usb hard drive. When I attach the device, it brings up the login screen but then hangs there permanently. To try and address this I have disabled, within antivirus settings > exclusions, 'scan cd/dvd devices', 'scan > usb devices', and 'scan mapped network drives'. This problem dissapears if I uninstall bitdefender. I have had the device for over a year and it has worked fine on Norton.

MESSAGE 2

From: BitDefender Customer Care [mailto:support@bitdefender.com]

Sent: 28 December 2012 12:04

Subject: Re: [Ticket ID:201212271037004] Integrated Support - 138128.zip

Thank you for choosing Bitdefender.

To manage the situation you are encountering we recommend you to add the application in the Exclusions list as follows:

1. Open the Bitdefender window.

2. Click the "Settings" button on the upper toolbar.

3. In the "Settings Overview" window, select Antivirus.

4. In the "Antivirus Settings" window, select the Exclusions tab.

5. Make sure "Exclusions for files" is turned on by clicking the switch.

6. Click the "Excluded files and folders" link.

7. Click the "Add"button, located at the top of the exclusions table.

8. Click "Browse", select the folder that you want to be excluded from

scanning. Make sure it's excluded for "both" on-access and "on-demand"

scanning and then click OK.

9. Click "Add" and then click OK to save the changes and close the window.

10. Then click on "Excluded processes", add the .exe file of the application

and make sure it is "Allowed" > click "Add" and then on Close.

Recheck if the application works.

Should you need any further assistance, please do not hesitate to contact us

MESSAGE 3:

Sent: 28 December 2012 12:58

To: 'BitDefender Customer Care'

Subject: RE: [Ticket ID:201212271037004] Integrated Support - 138128.zip

Thank you for your response. Unfortunately, it has not rectified the fault. This may be because of the following:

This is a password protected hardware encrypted hard drive (freecom mobile drive II). Usually (before installing Bitdefender), when I attach it, a password box pops up. This has created one new drive letter, e.g 'e'. I enter the password, it then autoruns (which I usually cancel). I can then navigate to the drive which is now accessible via another drive letter, e.g 'f'. The original letter is till there, marked as "password".

When I try your solution, I attach the drive and then escape from the password login screen when it appears. I can then carry out your suggested actions. However, only one drive letter exists at this point (e) and therefore that is all I can exclude. I do so, but then when I click on the drive 'e' to bring up the password box and enter my password it again hangs until I have to power down to restart. I am guessing that this is because the drive is now trying to create the new drive letter and Bitdefender doesn’t like it?

There is another problem with your solution. As I said, I have just tried it and had to reboot. When I go back into Bitdefender that exclusion is no longer there. Possibly because I disconnected the drive? Even if it had worked I don’t want to set up a new exclusion every time I need to connect the drive.

The use of encrypted drives is not uncommon and I'm surprised that this doesn't have an in-built solution. If it cannot be fixed could I please have confirmation of this so that I can approach the retailer for a refund of your product. I have successfully used Norton Internet Security for a long time without having to set up a workaround to use this and would be rather revert to it than spend much longer than the two days I have already devoted to trying to resolve this so I can work.

With many thanks

coolcool1227

Try this

1) Exclude the whole drive instead of any folder/process.

2) Use the Bitdefender in User Mode instead of Auto Pilot Mode.

3) Disable AVC and IDS or change their level.

4) Enable Paranoid Mode.

5) Antivirus > Vulnerability > Media Auto Run (set to OFF)

6) Antivirus > Exclusions > Scan USB Devices (Auto Scan, Disabled, Ask Every Time), select Disabled.

Shott

Many thanks for taking the time out to respond - it's more than Bitdefender have done after their first attempt. I think I had done most of that but can't be 100% sure as I've already sent it back to the retailer, rejecting it as unfit for pupose, and received a refund. But perhaps your response might help someone else in the same position. Unfortunately, this issue, combined with Bitdefender's customer service, has put me off - so it's back to Norton for me! Thanks again though.

Georgia

Shott,

We apologize for any negative experience you have encountered with our products or our support and for the delay of our answer.

Your feedback is appreciated, and will be directed to the appropriate team for review, to enable us to improve our support and services.