Problems On Home Network

Hi,

Apologies if i'm in the wrong section.

Yesterday I purchased BitDefender Internet Security 2008 and installed it on 2 PC's on our home network.

(PC.1) Windows XP Home -

After twice receiving the online "Live Assistance" from BitDefender reps James and Donna, i uninstalled/reinstalled Bitdefender. James advised he would email to me a "Diagnose tool" as soon as the "Live Assistance" session ended...It never came.

Today the same problem still remains...I receive a balloon message from BitDefender in the system tray stating that: "No critical issues affect the security of your system, 4 issues require your attention"

I have checked the status page and see 4 green ticks (ie no problems evident)....but I cant see what/where the 4 issues are that require my attention.

(PC.2) Vista Home Premium 32 bit -

After uninstalling the program twice, the status screen still indicates that the "PC Security" tab is a Red cross and I cant enable "Real Time Protection" under the "settings" option.

The "Fix all problems" tab does nothing and I cant "Fix" it manually.

Also the system tray still advises me that 2 problems remain but I only see the one problem with "Real Time protection" being unavailable.

This is of MAJOR concern to me as the system is currently VULNERABLE to attack.

Today we logged another online "Live Assistance" call and the BitDefender rep Michael said he would forward via email a "Diagnose tool" to both our PC's within 15 minutes of the session ending. I provided to him both our emails again, however it never arrived AGAIN.

We have been promised this "Diagnose Tool" twice now and have still received NOTHING almost 24 hrs later after the first online assistance call was logged. I can supply you with the logs of (2) of the "Live Assistance" if required.

I am extremely dissapointed with this program so far, it came highly recommended but now i'm having second thoughts.

I am considering requesting a refund on my purchase, is this even an option, or is this seemingly dis-functional and buggy program now my problem to deal with?

We are seriously dissapointed with this purchase atm, and eagerly await your advice and support.

Regards,

benno.

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Niels

Dear benno,

This is only a user forum.

You can download the diagnostic tools also here.It's better that you contact them by logging in to your BitDefender account.Go to the support section and send a mail trough that form.

PC 1:

Try this once you are in the main screen press on each section I mean Security,Identity Control,network security,parental control uncheck in each section the checkbox that you will find under the monitor tab. Now check the checkboxes once again. See if this helps?

PC 2:

Did you firstremoved any preinstalled antivirus? This is necessary. If not follow the instructions in this topic.

Try this press the windows button together with r now type services.msc. See if the BitDefender Virus Shield service is started (running). If not left click on it and press on start(run) the startup type should be set on automatic.

If the problem still persists: download this uninstaller. after that right click on the red BitDefender icon near the system clock click on exit. Run now the uninstall tool reboot your computer when asked. Install BitDefender again but log in with an administrator account and right click on the installer and click on run as administrator.

Best regards

Niels

benno

Hi Niels,

Thankyou for your response.

The Diagnostic tool was finally sent to me about 2 hrs ago. I ran the tools on both PC's as suggested and emailed the specific files and screenshots back to the BitDefender support team => support@bitdefender.com

Yes, I removed all Antivirus and Spyware programs previously installed with their respective uninstallers.

(PC 1) I unchecked all the boxes in the PC SECURITY, NETWORK SECURITY, IDENTITY CONTROL AND PARENTAL CONTROL tabs. When I did that, the message changed to " No critical issues affect the security of your system"... but when i checked them again, the message changed back to " No critical issues affect the security of your system, 4 issues require your attention".

I am lost.

(PC 2) I ran the "services.msc" function as you suggested. The service status appears have "Started" and startup type is set to "Automatic". Does this mean the system is protected or not ? The "File Zone" window is red crossed but the "Net Zone" window is functioning. I am confused again.

I downloaded that uninstaller and re-installed BitDefender once already as Administrator. The problem remained the same.

Should i try again?

Thank's again,

Benno

Niels

Dear benno,

May I ask which antivirus you used in the past? Because to give an example for removing Norton Antivirus or Internet Security it isn't enough to just run the default uninstaller. So I recommend that you download one of the specific uninstall tools that I posted in the topic that I referred to.

PC1:

So when you press on each section you couldn't find any thing under current status which can point to the reported issues? Can you please go to the installation directory where you installed BitDefender. Double click on the a file called seccenter.xml and status.ini please post the content.

PC2:

Uninstall BitDefender again but now do this also press the windows button together with r type devmgmt.msc go to the display/view menu press on show/display hidden devices, now a section called non plug and play compatible drivers should appear expand that section now right click on BDSelfPr and choose disable confirm the message to reboot your pc. Now right click on the red BitDefender icon near the system clock press on exit and run the uninstaller now.

To test if the realtime protection still works you can try this download one of these safe samples.BitDefender realtime protection should react.

Best regards

Niels

benno

Hi Niels,

Thanks for your assistance so far....

Previously I had used removed and before that removed. Both were uninstalled with the appropriate removers, not the default "uninstall" function.

Here's the screenshot of the .xml and .ini files.

PC 1. No I could not find the issues that it was telling me it has.

However, under the "Parental Control" tab, if i uncheck the (4) boxes the problem is resolved.

When I check them again, the message just comes back.

These screen shots are taken before and after and show the message in system tray.

PC 2. After 2 uninstalls with the removal tool and 2 full runs of CCleaner, I re-installed BDIS08 again and "Realtime Protection" is now enabled.

Problem is now the same as PC 1.

Again, if I uncheck the (2) boxes in the "Parental Control" tab the message is resolved, but when I check them again it comes back.

These screen shots are taken before and after and show the message in system tray.

On both PC's, I went through the "Settings" > "Parental Control" but saw nothing that was not already a "DEFAULT SETTING"

Thanks again,

Benno.

Niels

Dear benno,

Lets try this. Go to your PC 2 but first make a new folder on a location of your choice.

After that open BitDefender by right clicking on the red BitDefender icon near the system clock press on open advanced settings now press on the advanced button. Press on save all settings and now select the new folder that you created as destination folder. Now transfer this back-up to PC1. Now do the same thing but now select load all settings and let it open the back-upped settings. But don't restore the firewall rules in other words default untrusted,profiles you can do this if exactly the same programs are also installed on PC1. If that fails perform a repair installation. First right click on the red BitDefender icon near the system clock press on exit. Now go to start,programs,BitDefender 2008,repair or remove, follow the steps by pressing next and select repair. When you go to the parental control section are all options enabled? If so you don't have to worry about these warnings? I have the same issue with the back-up option. So long you don't find any errors for the parental control section when you go to the history section than everything is working fine.

Best regards

Niels

benno

Hi Niels,

Thanks for all your help, both systems appear to run OKish although often unstable....I have been unable to properly resolve the problem.

I believe that this problem is a BUG in BD, as it has appeared on my two systems that each run independently of one another.

Hopefully, BD Support Team will soon resolve this problem that their "Highly (Over) Rated" AV/AS program BDIS08 has uninvitedly blessed us with.

Signing Out for now,

Benno.

Niels

Dear Benno,

What you may not forget that every hardware and software configuration is different for every pc (computer) setup. That could be the reason. If you want to help BitDefender support than you have to follow these instructions.

Good to hear that you appreciated my suggestions. At this moment only support can help you further.

Best regards

Niels