Bitdefender Not Responding

For the last few weeks I've been having problems with Bitdefender. It started when the message "Bitdefender is not responding" came up and it suggested I restart the computer. I did so. After the restart, a window opened that I had never seen before asking me which program I wanted to use to open the file "Julie". There is no file named "Julie" on my computer.

Also accompanying this new response was a warning I had 50+ viruses that Bitdefender could not resolve. All of the viruses were inside the windows.edb file and could not be resolved by the team here without a specific file name. I have no idea how to get those file names because Bitdefender only named the .edb file.

The first two times this happened, I ran a repair on Bitdefender and then ran an update. Then I did a scan and all seemed okay.

When this happened again, I disabled the Windows Search service and deleted the windows.edb file. That was several days ago and, so far, I haven't seen the virus notice appear.

Then this morning I again saw "Bitdefender is not responding." So again I restarted the computer and again that window appeared after restart asking me which program I wanted to use to open the file "Julie". <img class= " />

The circular icon showing scan activity, etc now shows the blue scan bar about 1/3 in a stationary position. It used to move when there was any scan activity. When I click on the firewall activity button the Settings page pops up. When I click on the scan button, a different Settings page opens up. This is all new. Also, the program is very slow to react to commands.

I've never had problems with other anti-virus programs before. What is going on?

Find more posts tagged with

Comments

columbo

Hi J. Moriarty

Please try a Rescue Mode Scan, and see if it can nuke Julie: http://www.bdantivirus.com/bitdefender/ant...ion.rescue.html

I ran one the other day, and I believe now the 2013 version can receive the BD updates via wireless internet connection (unless I'm confused which BD PC I used), otherwise, you may need to be ethernet connected to receive the updates to run the scan.

Let us know your results. If it finds the malware, you may need to run a BD repair again.

Let us know what you find out.

Kind regards,

Scott

Georgia

Hello,

Thank you for reporting this issue.

Please let me know if the error message "Bitdefender services are not responding" is still showing up when you open Bitdefender.

It's critical to know that, as based on this information the troubleshooting steps are different.

Looking forward to your reply.

JulieMor426

I tried running the Bitdefender Rescue Mode but once I chose "Birdefender Rescue Image" from the choice of operating systems, the screen turned black and stayed that way over 20 minutes. When I rebooted the computer, things ran VERY slowly.

Georgia, yes, the "Bitdefender services are not responding" is showing again. Though once I rebooted, it appeared to be working normally. But by the time I logged back in here and started typing, it stopped responding...

Now that message is gone (this is all happening as I type) and I'm back to where it was in my first post, the blue activity bars are stationary again.

JulieMor426

Any help?

columbo

Georgia may need to get back with you on your follow up information she requested. She is on Romanian time, and thus it could be tomorrow morning... or so (I'm posting from CST).

JulieMor426

Georgia may need to get back with you on your follow up information she requested. She is on Romanian time, and thus it could be tomorrow morning... or so (I'm posting from CST).

Thanks. In the meantime, you mentioned running Rescue Mode Scan. As explained in my earlier post, I tried and failed. Any ideas why?

Julie

columbo

Thank you Julie, for including your name in the above post, as when I read your 1st post, found on another AV vendors website app. 9 pages of variant "Julie" viruses, thus my concern for all that was going on with the found infected files, and BDs acting sporadically.

It seems that Catalin has been working with you and another member concerning the .edb issue, depending on what Georgia finds and says, may need to follow up in that thread: http://forum.bitdefender.com/index.php?s=&...st&p=196860

In the meantime, if you wanted to run a Malwarebytes scan for peace of mind, and a process of elimination, please feel free to as it (free version) is approved to run along side of Bitdefender. Just be sure to turn off BD's On-Access scanning during the scan: http://forum.bitdefender.com/index.php?s=&...st&p=151353

As far as why the Rescue Mode Scan failed, may be due to that file being corrupted? by all that is seemingly happening with your BD, Georgia would have a better idea on that one.

Previous to a couple of weeks ago, did you have another AV installed, and then installed BD, or have you been running BD for awhile? (i.e. a previous AV that may not be totally uninstalled, or leftover files that may be causing the BD issues)

Thanks

JulieMor426

columbo, no other malware or virus programs are loaded on my computer or have been since I bought BD.

I ran a manually started scan and 6 viruses came up. This time none of them was within the windows.edb file.

Virus names: CookieRu4, Cookie.PointRoll, Cookie.WebTrends, Cookie.Rub, NCQIWAIC.txt. All of these files were found in the AppData\Roaming\Windows\Cookies folder. All the files were disinfected by BD.

I'm still getting no signs of activity on the BD desktop widget. The blue bars are still stationary.

JulieMor426

No more help? :huh: Maybe I need a different AV program that works and has better support.

antikythera

or you could try clean upgrading to The New Bitdefender and see if that works any better with your computer configuration:

http://forum.bitdefender.com/index.php?act...f=311&id=42

JulieMor426

I followed the link and uninstalled the existing version as per the instructions. Within those instructions it says

The installer will automatically retrieve your license key so you will not need to enter it again during the setup.

I loaded in the new Total Security program and once inside the new program it immediately asks me for a License Key. <img class= " /> I don't have that. This was purchased over the internet and the key is lost somewhere.

Now what?

antikythera

Check in your email folders under inbox, spam, junk, archive etc. it may still be there. failing that, try logging in to my.bitdefender.com if you registered and remember the password. it should be listed on the products page there. or contact support@bitdefender.com for help retrieving the lost code.

Mac Mack

I am having the same problem Services not responding, (this is displaying in the Widget circle) Have BD Antivirus plus 2018, I have completed one complete scan with BD and another with Malwarebytes finding nothing, I However have not turned off the machine as the Message in BD suggested I did send a report to BD and had them do a complete deep scan looking for something. I do remember twice last night two times a google window opened up but was small box with check box inside I didn't check it I used the X to close it. So I guess for the next few hours days weeks I will keep the machine on till there's a resolve. Should you find out what or how to fix this please let me know.

When I check the notice inside the program it say's (Update requires reboot to complete) but I have not done this in fear of crash or some other situation Thanks for all you do...

image.png.cc686f2fedafc8c2d3633c261130a77e.png