Problems Installing - Total Security 2013 (brazil)

leandroaio

Hello, I have 2 licenses Bitdefender Total Security 2013 are problems which have 2:

" /> 1) He had a trial version of bitdefender windows 8 and uninstalled to install the full version of security that I bought in 2013.

Turns out I can not install it because it says it is already installed. I ran the uninstall software and still continues stating that the software is installed, although not having the folder on my hard drive. Besides all this, the error that appears in a window "exception unknown software exception (0xc0000417) in 0x567dad70. With that, I'm with the license purchased and can not install. (Picture 01.jpg)

" /> 2) Another problem is with the 2nd license, which informs the windows 8 x64 is not safe, unlike antivirus that says it is safe. (Picture 02.jpg).

" /> I tried to access the sites supported by Brazil and both World and not provided me with any ticket or answers that.

I am very disappointed with Bitdefender.

werby3

Hello,

To fully uninstall your previous BD you can download the proper tool (not for BD Win 8 Security) from here : http://www.bitdefender.com/uninstall/ (Consumer products -> Trial version).

Then use "CCleaner" (it's free) on Registry mode to clean the Registry.

Restart and try to install BD again (better with NO internet connection). Then connect to internet to activate and update BD.

If your previous BD was BD Win 8 Security, use CCleaner like above, restart and try to install BD again.

For your second issue you can read this : http://www.bitdefender.com/support/What-to...d-off-1091.html

Keep in mind that if BD's main window is green, you are fully protected regardless of what action center reports.

Regards

leandroaio

Hi, thanks for the tip.

But I have done this process before posting the problem and to no avail.

Georgia

Hello leandroaio and welcome to our forum!

The Bitdefender uninstall tools do not remove Windows 8 Security, this is why it's better to uninstall it from Control Panel.

If the installation error still persists after running CCleaner, I will need a diagnostic log collected from that PC.

Please post here the support tool log:

http://forum.bitdefender.com/index.php?showtopic=29927

If the file is too big to attach it, upload it on

http://www.sendspace.com

or

http://www.mediafire.com

and post the download link.

I will need a second support tool log collected from the 2nd PC also (where Windows Action Center reports the that the Antivirus and Antispyware protection is disabled).

Thank you

leandroaio

Thank you for your attention.

Below is a link as requested!

http://www.mediafire.com/?z1je9xtmxfa0o6q

I've done everything that was asked previously and still not getting success!

I hope you can solve, because I'm discouraged with this software.

werby3

Hello,

Have you tried to uninstall/install BD in "Safe mode"?

Until you get a solution from BD support you may give it a try. If BD will be uninstalled then use again CCleaner. Most times it helps.

Regards

coolcool1227

Hello,

Have you tried to uninstall/install BD in "Safe mode"?

Until you get a solution from BD support you may give it a try. If BD will be uninstalled then use again CCleaner. Most times it helps.

Regards

Since there is no official uninstall tool available for Windows 8 Security and it has to uninstalled from Control Panel, so we can't uninstall it from Control Panel in Safe Mode as Windows Installer Service is not available as far as I know.

The request for Uninstall Tool for Windows 8 Security is already posted here and we are still waiting for it as usual

http://forum.bitdefender.com/index.php?showtopic=40343

Unfortunately the "AapRemover" tool also not support Windows * Security uninstallation.

@leandroaio: Wait for Georgia's reply, otherwise you may have to remove the Windows 8 Sceurity registry entries manually to re-install Bitdefender 2013 version.

Georgia

Hello again,

@ leandroaio: The report shows many traces of unsuccessful Bitdefender Total Security 2013 installations - last failed attempt since 2/16/2013. Also, the Bitdefender antivirus drivers, processes and services are not loaded properly on that PC. Was the log collected indeed from the PC where you are unable to install Bitdefender Total Security 2013 - or - from the PC where Windows Security Center reports the antivirus protection to be off?