[won't fix] Bitdefender Incompatible With Asus Motherboard Software

johnmw1

Hi,

Having issues with trying to install BTS on my windows 8 64 bit pc. It freezes almost immediately upon attempting to install and I get an error message stating "Clock Watchdog Timeout" which is another way of saying BSOD.

My system is a new build so has no other anti virus etc installed. I have tried installing via the offline method but still with the same result with an almost instant freeze. All of my windows updates are up to date and I have even tried halting windows defender but alas.................

Please please help me as I'm so frustrated with this problem and seem to be just going around in circles with attempting to install and then using the uninstall tool before yet again of trying to install!

Cheers,

John

thaBadfish

I have the same problem

Tyke2806

Me too. First time with Windows 8.

johnmw1

There might be an issue with the installer that you're using. Can you post the URL where you downloaded this from for us users to verify this?

This is the link I have been sent, also ensure you are disconnected from the internet before installing to prevent it from trying to find updates.

Bitdefender Total Security

Cheers,

John

antikythera

also at the start the installer asks about downloading a newer version if available. click no instead of yes. the updates can then be downloaded once the product is installed anyhow.

johnmw1

also at the start the installer asks about downloading a newer version if available. click no instead of yes. the updates can then be downloaded once the product is installed anyhow.

Just hope I get it sorted soon as I've already blown about 2 months of my subscription.

Cheers,

John

Wolf W.

:wub:

The same problem with Win7 64Bit

johnmw1

:wub:

The same problem with Win7 64Bit

Well as it happens my problem was finally sorted a few days ago. For me the issue was the Asus Al Suite 3 software that was causing it all and once I had uninstalled that BTS loaded perfectly and then I could reinstall Al Suite 3 again. It took a long time to get there but eventually....................

My only issue now is when I hit the quick scan button my pc freezes up and I have to reboot?

Cheers,

John

antikythera

Interesting. I also added the Asus AI Suite II executables to antivirus excluded processes list on my W8 + BD Internet Security 2014 installation for a freeze issue. This is something I had to do with 2013 and my previous brand choice of security package too. I believe the cause was down to the hardware monitoring driver/service being blocked from loading without the exclusion.

So ever since I have just implemented the exclusions as a preventative measure. However, this freeze on my system manifested after starting up and logging onto the computer, not when trying to install any of the Internet Security packages.

Georgia

@ johnmw1

Please uninstall Asus AI Suite III, there is a software incompatibility which prevents Bitdefender from running the quick scan during the installation. Now, that Bitdefender is installed, the same program prevents Bitdefender from finishing the quick scans.

@ thaBadfish, Wolf W., Tyke2806

Please check if you have the above mentioned program and remove it, then check if the installation finishes successfully. Otherwise, I will need a support tool log:

http://forum.bitdefender.com/index.php?sho...st&p=195602

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

http://www.sendspace.com or http://www.speedyshare.com/

and post the download link.

If you were already asked to generate these logs, disregard the above message and just post the ticket ID.

Thank you.

johnmw1

Interesting. I also added the Asus AI Suite II executables to antivirus excluded processes list on my W8 + BD Internet Security 2014 installation for a freeze issue. This is something I had to do with 2013 and my previous brand choice of security package too. I believe the cause was down to the hardware monitoring driver/service being blocked from loading without the exclusion.

So ever since I have just implemented the exclusions as a preventative measure. However, this freeze on my system manifested after starting up and logging onto the computer, not when trying to install any of the Internet Security packages.

Yes indeed very interesting. I have now uninstalled AI III and now have quick scan up and running again as it should so fingers x. So are you saying if I install AI III again and add it to the exclusion list all should be sweet? I'm pretty new to this AI III suite so am really not too sure as to whether I really need it or not?

Cheers,

John

johnmw1

@ johnmw1

Please uninstall Asus AI Suite III, there is a software incompatibility which prevents Bitdefender from running the quick scan during the installation. Now, that Bitdefender is installed, the same program prevents Bitdefender from finishing the quick scans.

Hi Georgia,

I did as you suggested and now quick scan works as it should. My only curiosity now is why does it still show that no scans have been performed, as in fact I have done a couple of full system scans and now a quick scan?

Cheers,

John

Michaelandjolou

I've been trying for a day now to install Bitdefender Total Security on my brand new PC running Windows 8 64-bit on a hybrid drive. Each time I try the install process scans my system OK then begins the download stage. I've tried on several occasions and each time it stalls between 2% and 18% downloaded.

Each time I open a ticket with Bitdefender they email back telling me where to download and going through the 1-2-3 installation process. I know how to do it I just want to know if there's a problem!

Is there a compatibility issue with Windows 8 64-bit?

javadjafar

I have same Problem with Windows 8.1 Final

Georgia

Hello all,

If you are still dealing with this issue, please post here a support tool log to further investigate the case:

http://www.bitdefender.com/support/how-to-...t-log-1168.html

You may not be able to upload the BDSP_ log resulted on your Desktop here as it is too big so you can put it on www.sendspace.com and post the download link.

Thank you!

Georgia

Hi John,

Is the information about the last system scan updated correctly now?

If the issue persists please make sure you have the latest build version 17.22.0.967. Please right click on the Bitdefender icon located in system tray and from the menu select "Update Now". Reboot the PC if requested, then check if the issue still occurs.

johnmw1

Hi John,

Is the information about the last system scan updated correctly now?

If the issue persists please make sure you have the latest build version 17.22.0.967. Please right click on the Bitdefender icon located in system tray and from the menu select "Update Now". Reboot the PC if requested, then check if the issue still occurs.

Hi Georgia,

Yes everything is now working nicely and scans are showing as they should. My only question now is has the non compatibility issue with Asus AI III suite been sorted yet as there are programs in it that I really need to be using?

Cheers,

John

astromo

Hi John,

Is the information about the last system scan updated correctly now?

If the issue persists please make sure you have the latest build version 17.22.0.967. Please right click on the Bitdefender icon located in system tray and from the menu select "Update Now". Reboot the PC if requested, then check if the issue still occurs.

Hi Georgia,

Yes everything is now working nicely and scans are showing as they should. My only question now is has the non compatibility issue with Asus AI III suite been sorted yet as there are programs in it that I really need to be using?

Cheers,

John

Firstly, many thanks for all your collective hard work. You've saved me a lot of frustration. Been there before, so I feel the pain for others.

Also, I'm with John. I'm in the same boat. From reading the entries, am I correct in understanding that this can't be dealt with by an exclusion work around?

Asus MoBos take up a significant segment of the market and the AI III suite appears to target the Haswell generation, so resolving this conflict will address existing and future BitDefender user frustration. What should we expect and by when?

jezzer

I was unable to install Bitdefender, it completely freezed on the install on 1% scan.

My OS was almost cleanly installed with no crap on it.

I only had AI suite from Asus installed. After uninstalling this the installation went fine but when installing AI suite again my PC completely freezes again on a scan.

There are also BSOD referring to CPU usage.

Uninstalling AI suite again and it is all fine.

Since i need AI suite not installing it is not an option. If i do not use AI suite PC blows up and my house gets on fire. In AI suite CPU fan speeds are controlled.

Is there a fix for this? If there is not i unfortunatly have to file a refund as i have no use of Bitdefender then wich is a shame because it is a real good program.

There have to be somekind of fix, there are alot of people who use asus mobo's

Thanks in advance

antikythera

Actually there is a workaround for this I am aware of. It works with AI Suite II on my system anyhow. Add the AI Suite executable that loads at system startup to your antivirus excluded process list in bitdefender settings. restart the pc afterwards and you should be good to go.

jezzer

No does not work, if it was that simple it would make my day.

Excluded processes but nogo

Unfortunatly it does not work, just read another thread about freezing installation where it was also caused by AI suite and the official advise was to not install it.

So with other words, bitdefender does not work with when using the asus software. Its cheaper to get another Antivirus program then another PC so i don't understand why it is not something that is going to get fixed because people using new asus motherboards and who want to use or need to use AI suite (III) will not buy bitdefender when it does not work.

Love4Boobies

Hi,

I'm experiencing a similar problem on a clean Windows 8.1 (64-bit) installation: the whole OS hanged (no BSoD, though). The cop-out answer is not to use BitDefender, which made a terrible first impression on me. Funnily enough, the forum account activation link sent to my e-mail lead me to a page with an error message telling me I have to register before logging in. Professionalism, eh?

Cheers,

Bogdan

Love4Boobies

I just tried it on another machine and got the exact same result. I think we can pretty much confirm that Windows 8/8.1 are not supported at this point (well, they may be "officially supported" by the company but they don't have anything usable at this point).

WARNING: IT MAY BRICK YOUR WINDOWS INSTALLATION, AS IT DID MINE. DO NOT INSTALL IT!

neomage

No does not work, if it was that simple it would make my day.

Excluded processes but nogo

Unfortunatly it does not work, just read another thread about freezing installation where it was also caused by AI suite and the official advise was to not install it.

So with other words, bitdefender does not work with when using the asus software. Its cheaper to get another Antivirus program then another PC so i don't understand why it is not something that is going to get fixed because people using new asus motherboards and who want to use or need to use AI suite (III) will not buy bitdefender when it does not work.

I am running into same problem. The product seems poorly support with Asus Suit III and windows 8.1. I hope patches to fix these issues role in soon.

Georgia

Hello,

At the moment, there is a software incompatibility between Bitdefender and Asus Ai suite 3. For more details, I recommend referring to this topic:

http://forum.bitdefender.com/index.php?showtopic=48592

Thank you!

Georgia

Hi Bogdan,

Welcome to the Bitdefender forums.

Rest assured that the new Bitdefender (2014 edition) is fully compatible with Windows 8 and 8.1.

Please confirm first that you used a genuine Microsoft Windows. We also need detailed information on what exactly happened during the installation and a diagnostic tool from the machine:

http://www.bitdefender.com/support/how-to-...t-log-1168.html

You may not be able to upload the BDSP_ log resulted on your Desktop here as it is too big so you can put it on www.sendspace.com and post the download link.

Thank you!

Love4Boobies

How do you expect me to use the support utility to generate a log for you if the OS hangs? I can't move the mouse to click the "Next" button after reproducing the issue.

I confirm I am using a genuine Windows installation (FPP license, if it matters, although it probably doesn't). I have not updated from a previous version of Windows.

neomage

How do you expect me to use the support utility to generate a log for you if the OS hangs? I can't move the mouse to click the "Next" button after reproducing the issue.

I confirm I am using a genuine Windows installation (FPP license, if it matters, although it probably doesn't). I have not updated from a previous version of Windows.

Are you using Asus Utilities? Generate log before installing?

Love4Boobies

Thanks, neomage. That was indeed the issue. Can I still use these utilities after installing BitDefender? In other words, are they incompatible or is it an install time issue?

antikythera

Seems to be an incompatibility issue period. Only people running AI Suite III onwards are affected by the looks of it. I got the AI Suite II supplied with my mainboard working happily with Bitdefender but that version may not be appropriate for your Asus product.

http://forum.bitdefender.com/index.php?showtopic=48592

Love4Boobies

Seems to be an incompatibility issue period. Only people running AI Suite III onwards are affected by the looks of it. I got the AI Suite II supplied with my mainboard working happily with Bitdefender but that version may not be appropriate for your Asus product.

http://forum.bitdefender.com/index.php?showtopic=48592

Thanks. I won't be buying a copy of BitDefender then. (I tested out the free edition.)

PHRAETUS

I have identified a similar issue relating to the Gigabyte Motherboard software, particularly a component included in their app center software.

neomage

Hello,

Closing Asus Suit III utility before installing Bitdefender software fixes the issue. However do not run any manual scans or fast scans it will freeze again. Last bitdefender update 17.24.0.1033 plays much nicer with Asus Suit III but still there are incompatibility between them.

Also if you have Bitdefender Internet Security then Bitdefender firewall will not work with icontrol utility found in Asus suit III. There will be no network adapter found in bitdefender. I haven't found a work around this problem. Only solution is to turn Bitdefender firewall off and use windows firewall.

PS: I have windows 8.1 Pro.

Georgia

Hello everyone,

Thank you for your feedback.

We will try to find a workaround for this incompatibility.

We are aware that the quick scan from the product is freezing. Please let us know what happens if you go to http://quickscan.bitdefender.com and launch the scanner from there, does the freezing still occur?

We will be waiting for your response.

neomage

Hello everyone,

Thank you for your feedback.

We will try to find a workaround for this incompatibility.

We are aware that the quick scan from the product is freezing. Please let us know what happens if you go to http://quickscan.bitdefender.com and launch the scanner from there, does the freezing still occur?

We will be waiting for your response.

Yes quick scan works fine from the website for me.

Georgia

Thank you very much for your prompt response, neomage.

I see you've already opened the ticket ID 2013121813450006 with our technical support team. I will contact you via email as I need some additional logging to help our testing team with the research.

astromo

Thank you very much for your prompt response, neomage.

I see you've already opened the ticket ID 2013121813450006 with our technical support team. I will contact you via email as I need some additional logging to help our testing team with the research.

I've opened Ticket ID 2013122400270001. Thought it would be a good idea to formally register that there's an issue and offer to assist with resolution from a user perspective.

For info, I've got Asus H87I-Plus motherboard.

Georgia

@ astromo

Thank you for pasting here your ticket ID, I will keep an eye on your case.

rayhk

Hi Georgia,

I faced the same problem. My ticket is 2013122715010001. Please let me know if any solution is identified, My "mobo" is ASUS Z87 Pro. Thanks.

crezam

@ astromo

Thank you for pasting here your ticket ID, I will keep an eye on your case.

Hi Georgia, there is a known compatibility issue with Asus AI suite. It is not an option for users of Asus motherboards to remove this software. There are many threads where you have inidicated this issue has been communicated to test teams. What are the plans to resolve this issue and expected timeline?

If there are no concrete plans to resolve this, this has to be officially communicated by the company and a full refund needs to be issued for the purchase of BD 2014. The box and the compatibility section should disclaim this

Regards

geordie

I recently was happy with BIS 2013 I decided to go to NEW BD . That was a bad move. After uninstalling BDIS2013, tried to install NEW BD it hung and hung, tried lots of times

Uninstalled NEWBD using tool. tried to re -install BDIS 2013 It crashed big style Blue screen etc.

I have Win 7 Home prem 64 bit, with an ASUS Z87K MB with a Haswell CPU I have ASUS AI suite 111 on. If the solution is to switch it off? HOw do I do that I cant see it listed in the programs?

Any help would be well received. AND BD need to get this resolved urgently. I have just bought another 2 years licence!!!! Been happy with BD for many years and now this GRRRRRRR!!!

geordie

I recently was happy with BIS 2013 I decided to go to NEW BD . That was a bad move. After uninstalling BDIS2013, tried to install NEW BD it hung and hung, tried lots of times

Uninstalled NEWBD using tool. tried to re -install BDIS 2013 It crashed big style Blue screen etc.

I have Win 7 Home prem 64 bit, with an ASUS Z87K MB with a Haswell CPU I have ASUS AI suite 111 on. If the solution is to switch it off? HOw do I do that I cant see it listed in the programs?

Any help would be well received. AND BD need to get this resolved urgently. I have just bought another 2 years licence!!!! Been happy with BD for many years and now this GRRRRRRR!!!

Update:- I have successfully re installed BDIS 2013. This was possible after deactivating (not un installing) AI Suite III using this tool:-

https://docs.google.com/file/d/0B926mvzob6f...RV0E/edit?pli=1

I'm leaving well alone and wont try the NEW BBD until I hear that BD has resolved the ASUS AI Suite issue.

astromo

I've opened Ticket ID 2013122400270001. Thought it would be a good idea to formally register that there's an issue and offer to assist with resolution from a user perspective.

For info, I've got Asus H87I-Plus motherboard.

@ astromo

Thank you for pasting here your ticket ID, I will keep an eye on your case.

Thanks for the response. I received this advice from support:

1. Please download the dedicated uninstall tool for the 2013 version to remove any traces from the current installation that was not completed successfully. Access the link below and when the window with the Bitdefender file appears, please choose the "Save to disk" option:

http

/www.bitdefender.com/files/Knowledge...nstallTool.exe

Save the tool on the PC, either run it (for Windows XP) or right click on it and choose "Run as Administrator" (for Windows Vista, 7 or 8), click on the Uninstall button and restart the computer when the process is complete.

2. Please cancel any download in progress and any radio/video streaming before starting to download this installation kit. We are also recommending you to download the installation kit directly from your internet browser, without using an Internet Download Accelerator/Manager Software.

3. Then, download and run the latest installation kit corresponding to your Bitdefender product:

The Bitdefender Internet Security 2014 installation kit can be downloaded from here:

-32bits version:

http://download.bitdefender.com/windows/de...r_is_17_32b.exe

-64bits version:

http://download.bitdefender.com/windows/de...r_is_17_64b.exe

Note that AI Suite 3 was already uninstalled. From that starting point, I followed the steps above.

Then, I also checked in at the Asus site and grabbed the latest AI Suite 3 package. I launched AI Suite 3. As part of its install process, it calls for a reboot. All fine so far.

After about 24 hours, BitDefender IS and the Win 8.1 x64 OS appear to work fine.

A full virus scan and a context menu scan of a file or folder, work without difficulty. When I ran a Quick Scan, the system froze as previously described by others here. So, the interim work around for me is to avoid Quick Scan.

I've reviewed the Scheduler and there a no Quick Scans enabled. I've set up some custom scans on a time schedule to provide security.

A reply to the support ticket has been sent with a link to this post.

Jogibaer

Please dear Bitdefender team, find a solution for this AI Suite III. I have not bought my expensive Asus mainboard to let it run without access to all the features it is providing. " />

I am having the same problem, installations of BD IS 17 fails, complete deactivation with the tool autoruns.exe of the AI Suite III and the installation runs normally, as well as the quick scan, but this is NOT a permanent solution!

Georgia

Hello everyone,

We want to thank those of you who provided here their ticket numbers, we will respond to each of you in the next 24-48 hours.

We are still working on solving this software incompatibility.

trapper

I was going to instal BDTS 2014 but it seems I was lucky that I did not! I have an ASUS P8P67 PRO REV 3.1 MB and run Windows 7 64bit. I have not installed any of the ASUS software additional programs on the DVD, AI Suite II, Digi+ etc.

A quick read through this thread seems to point to the AI Suite program conflict with BD (or the reverse), if the AI Suite II was never installed then I should not get any conflict problems? Maybe I should stick with BDTS 2013 until the matter is resolved!

Many thanks

Alan.

crezam

After strongly complaining to retailer I have returned BD 2014 and going for Kaspersky or some other competitor. The lack of support of BD and the slowness in finding a fix is unacceptable. The crashes the installation causes to Asus mobo users put in risk thousand of dollars of investment. My next goal is to go to the reviews of every reputable retailer and giving BD a very low rating and even pointing to this thread so potential purchasers are warned to spend their money somewhere else. Also, emails going out to the reviewing team in PC Magazine and other publications. This product doesn't deserve to be best in class, if a simple incompatibility cannot be solved by the tech team, imagine how prone the software is to react to a real threat

neomage

After strongly complaining to retailer I have returned BD 2014 and going for Kaspersky or some other competitor. The lack of support of BD and the slowness in finding a fix is unacceptable. The crashes the installation causes to Asus mobo users put in risk thousand of dollars of investment. My next goal is to go to the reviews of every reputable retailer and giving BD a very low rating and even pointing to this thread so potential purchasers are warned to spend their money somewhere else. Also, emails going out to the reviewing team in PC Magazine and other publications. This product doesn't deserve to be best in class, if a simple incompatibility cannot be solved by the tech team, imagine how prone the software is to react to a real threat

To my surprise BD is not slow to respond to real threat. Even though UI has lag, it has incompatibility problems and firewall doesn't detect adapter with asus motherboard its virus detection engine is rock solid.

neomage

-

error-id10t

Have you guys actually tried investigating which part of the AI SUITE is the problem? If you just install, say USB3 Boost.. do you have this problem? Many of us don't use bloatware provided by manufacturers, I haven't used this "program" on my Z68, Z77 or now on my Z87 ASUS boards. 99% of things it provides can be done via BIOS.

Does this mean BD shouldn't fix their stuff, of course not but if you really want to, you can use BD.

neomage

Have you guys actually tried investigating which part of the AI SUITE is the problem? If you just install, say USB3 Boost.. do you have this problem? Many of us don't use bloatware provided by manufacturers, I haven't used this "program" on my Z68, Z77 or now on my Z87 ASUS boards. 99% of things it provides can be done via BIOS.

Does this mean BD shouldn't fix their stuff, of course not but if you really want to, you can use BD.

Asus suit is buggy. My only concern is BD still should be working regardless of other programs. It should not freeze the computer and firewall should detect adapters. Just think of it like this if other program can interfere with BD that means BD has security holes that need fixing before a malaware uses same hooks to disable BD.