[escalated to Labs] "the Antivirus Solution Installed On Your System Is Cleaning Your Computer"
I installed the new bitdefender 2014 yesterday in trial mode in worked fine today when i turned on my samsung laptop it says "the qntivirus solution installed on your system is cleaning your computer" and i think its stuck because its been like this for an hour now and i dont know what to do if anyone could please help. 
Comments
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Hello skeleton3,
Welcome to the Bitdefender forums.
If you are still dealing with this issue please start Windows in Safe Mode with Networking, run http://bitdefender.com/diagnostic Send us the resulted support tool log to see more details about the infection and be able to provide you with specific cleaning instructions.
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!0 -
I have installed the trial version of Bitdefender only to have had this happen to me.. "The Antivirus Solution Installed On Your System Is Cleaning Your Computer".
I previously had Norton 360 installed on my computer and I never had to put up with this nonsense. If this program were developed better, It SHOULD clean the computer while letting the user USE the computer at the same time. To be honest I'm absolutely angry about this.. I'm currently using a another computer and this process started about 20 mins ago after restarting my computer. However my other computer has all my work on it, and ill be friggen ###### off should anything negative comes out of this.
I wouldn't be surprised if I don't get any assistance/response regarding this problem.. Forums such as these are usually unreliable.
Infact don't respond at all.. As soon as my computer recovers from this micky mouse situation, I'll probably download an uninstaller for this program unless I find an option among the settings to prevent this happening again.0 -
Hello Jam,
The issue is caused by a Bitdefender disinfection routine and we are working on solving it.
If the system still displays the message "The antivirus solution is cleaning your computer", to receive a faster assistance please contact us immediately via:
phone: http://www.bitdefender.com/support/consumer-phone.html
or
chat: http://www.bitdefender.com/support/chat-support.html
Thank you.0 -
Hello!
I have a huge problem. My bitdefender prompted me to perform a restart, I did and it started the pre boot scan with a black screen and "The antivirus solution installed on your system is cleaning your computer." Is the only thing on the screen. It just says this for hours and hours on end. All day. I can't do anything with this. I have ULTRABOOK, Samsung Ativ BOOK 5. Windows 8.1. It is extremely important I resolve this immediately.
Pls help me.0 -
Hello!
I have a huge problem. My bitdefender prompted me to perform a restart, I did and it started the pre boot scan with a black screen and "The antivirus solution installed on your system is cleaning your computer." Is the only thing on the screen. It just says this for hours and hours on end. All day. I can't do anything with this. I have ULTRABOOK, Samsung Ativ BOOK 5. Windows 8.1. It is extremely important I resolve this immediately.
Pls help me.
I had the same problem on my samsung Ativ XE700T. Please help me.....0 -
Funny thing. I just purchased total bitdefender, installed on my Samsung 900x laptop - and I see, that problem is not solved yet. Annoying message is showed up while my computer remains dead. Of course no cure - as help desk knows nothing about solution. What the..... ck is this? I am going back ASAP to Kaspersky, with some excuses
...Hello Jam,
The issue is caused by a Bitdefender disinfection routine and we are working on solving it.
If the system still displays the message "The antivirus solution is cleaning your computer", to receive a faster assistance please contact us immediately via:
phone: http://www.bitdefender.com/support/consumer-phone.html
or
chat: http://www.bitdefender.com/support/chat-support.html
Thank you.0 -
And things gets even funier.... After I realised bitdefender is spoiling my computer, I tried to get rid of this. Unsuccesfully though....
In the beginning, after instalation of antivirus by bitdefender, my computer (Samsung 900x) went dead (with funny and annoying message across the screen - for hours saying that my computer is cleening...). No "safe mode" was working, as ALWAYS bitdefender was taking over... Fortunately Samsung has it's own rescue solution, so I was able to restore my computer to previous state (from before bitdefender was installed). Now funny thing comes: there is no bitdefender in Windows'es control panels/programs location, so I cannot get rid of this software. But, everytime computer is starting up, message: "can we make changes to your computer", signed by bitdefender is emerging. This is so annoying - just cant believe it is realFunny thing. I just purchased total bitdefender, installed on my Samsung 900x laptop - and I see, that problem is not solved yet. Annoying message is showed up while my computer remains dead. Of course no cure - as help desk knows nothing about solution. What the..... ck is this? I am going back ASAP to Kaspersky, with some excuses
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And things gets even funier.... After I realised bitdefender is spoiling my computer, I tried to get rid of this. Unsuccesfully though....
In the beginning, after instalation of antivirus by bitdefender, my computer (Samsung 900x) went dead (with funny and annoying message across the screen - for hours saying that my computer is cleening...). No "safe mode" was working, as ALWAYS bitdefender was taking over... Fortunately Samsung has it's own rescue solution, so I was able to restore my computer to previous state (from before bitdefender was installed). Now funny thing comes: there is no bitdefender in Windows'es control panels/programs location, so I cannot get rid of this software. But, everytime computer is starting up, message: "can we make changes to your computer", signed by bitdefender is emerging. This is so annoying - just cant believe it is real
You might try the BD removal tool which can be downloaded starting at this page.0 -
Same issue for me. Cannot get past this annoying "cleaning." Four hours and nothing. Cannot restart or get past this annoying message which is obviously stuck. If I can ever get my pc running agin, I will remove Bitdefender and ask for a refund. Ridiculous!
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Sorry that the Bitdefender program is not working correctly for you. We understand your frustration.
There is an update which should prevent this situation. After 3 system reboots, on the black screen it should say "disinfection failed", then Windows should load.
To be able to further assist you, I am contacting you via email ticket ID 2014061102080001.
I am looking forward to your reply.0 -
@Gdwheel
Sorry that the Bitdefender program is not working correctly for you. We understand your frustration.
There is an update which should prevent this situation. After 3 system reboots, on the black screen it should say "disinfection failed", then Windows should load.
To be able to further assist you, I am contacting you via email ticket ID 2014061102080001.
I am looking forward to your reply.
Just found using google search this forum I have exactly this same problem (Ahhhh) just when I am extremely busy.
When closing my PC earlier windows said restart and install updates.
did that and on 1 of 16 windows updates I get the black screen with the "the Antivirus Solution Installed On Your System Is Cleaning Your Computer" annoying message.
Only option is power button to turn off then turn back on.
Have rebooted around 5 or 6 times now and comes back to the same annoying screen black screen and message.
One about the fourth of fifth reboot the message was different and black screen white type message said "some of the infected items failed to be cleaned. Please contact BitDefender support for more information on how to clean your PC!!
But on further reboots the message goes back to the annoying black screen "the Antivirus Solution Installed On Your System Is Cleaning Your Computer" message every time.
Restarted my machine now around ten times so the solution posted about after the 3rd reboot should work is not working for me!
So here I am.
Is it Bitdefender that is the problem (I sure seems so) and not any virus problem?
Getting really frustrated. Been a Bitdefender customer for a good number of years now but if this is not solved I think I have no choice but to change antivirus software as it is causing me a massive headache!
Help appreciated...0 -
Just found using google search this forum I have exactly this same problem (Ahhhh) just when I am extremely busy.
When closing my PC earlier windows said restart and install updates.
did that and on 1 of 16 windows updates I get the black screen with the "the Antivirus Solution Installed On Your System Is Cleaning Your Computer" annoying message.
Only option is power button to turn off then turn back on.
Have rebooted around 5 or 6 times now and comes back to the same annoying screen black screen and message.
One about the fourth of fifth reboot the message was different and black screen white type message said "some of the infected items failed to be cleaned. Please contact BitDefender support for more information on how to clean your PC!!
But on further reboots the message goes back to the annoying black screen "the Antivirus Solution Installed On Your System Is Cleaning Your Computer" message every time.
Restarted my machine now around ten times so the solution posted about after the 3rd reboot should work is not working for me!
So here I am.
Is it Bitdefender that is the problem (I sure seems so) and not any virus problem?
Getting really frustrated. Been a Bitdefender customer for a good number of years now but if this is not solved I think I have no choice but to change antivirus software as it is causing me a massive headache!
Help appreciated...
Update to this called Bitdefender support and now awaiting the email I was told I was being sent to send them two .dat files off my PC so they can analysis the problem for the correct solution.
Apparently this is something to do with the Microsoft Malware removal tool conflicting with BitDefender?
No calling report number given so I dare say if no email arrives (non yet) will have to call BD support and go through the whole call all over again.
I realise that software can have issues at times to try to be patient.
If this takes too long though and it seems to me this is a BD issue then I am afraid my patience with run out and off to a different antivirus provider. BD is not chea.p so I expect it fixed promptly to be honest.
At this rate I doubt the promised email from BD that I have been told I have to reply to is not looking like arriving but will give it a bit longer.
Grrrrr0 -
Update to this called Bitdefender support and now awaiting the email I was told I was being sent to send them two .dat files off my PC so they can analysis the problem for the correct solution.
Apparently this is something to do with the Microsoft Malware removal tool conflicting with BitDefender?
No calling report number given so I dare say if no email arrives (non yet) will have to call BD support and go through the whole call all over again.
I realise that software can have issues at times to try to be patient.
If this takes too long though and it seems to me this is a BD issue then I am afraid my patience with run out and off to a different antivirus provider. BD is not chea.p so I expect it fixed promptly to be honest.
At this rate I doubt the promised email from BD that I have been told I have to reply to is not looking like arriving but will give it a bit longer.
Grrrrr
Email arrived from BitDefender and the two .dat files sent to support.
Fingers crossed will be solved reasonably quickly! (hoping anyway)
hopefully this is an insight into the issue for BD from a live PC so problem can be fixed so that others don't get it!0 -
Welcome to the Bitdefender forums, JohnnyC!
If your computer still displays the message "The antivirus solution is cleaning your computer", please follow these steps:
1) Disable Secure Boot in BIOS and check if the issue persists.
2) If the issue is solved this way, enter again BIOS and re-enable Secure Boot.
3) Restart the computer and let us know of the outcome.
When replying with your results, also post your ticket ID received when contacting Bitdefender support. I couldn't find in the system based on the email you used to open this forum account.
Thank you!
We are looking forward to your results so we can further assist you.0 -
Welcome to the Bitdefender forums, JohnnyC!
If your computer still displays the message "The antivirus solution is cleaning your computer", please follow these steps:
1) Disable Secure Boot in BIOS and check if the issue persists.
2) If the issue is solved this way, enter again BIOS and re-enable Secure Boot.
3) Restart the computer and let us know of the outcome.
When replying with your results, also post your ticket ID received when contacting Bitdefender support. I couldn't find in the system based on the email you used to open this forum account.
Thank you!
We are looking forward to your results so we can further assist you.
I think I have the same problem . Is it easier way to fix this it is to complicated ?0 -
I think I have the same problem . Is it easier way to fix this it is to complicated ?
Left it over the weekend and did not use the laptop at all.
Turned laptop on and booted into Windows OK only used it once so far so not yet sure is just lucky.
Last week Bitdefender support talked me though booting up in Windows Safe Mode and after that two .bat files were sent to Bitdefender to analysis what the problem and solution is.
Friday (I think) or approx. them had an email from BD support saying they were still looking into and would get back to me but nothing since then...
Maybe it was a blip that has sorted itself as turned the laptop on again today and booted up no problem.
I didn't do anything to fix it other than leave it off for about three days! Rebooting three times last week did not work for me. Must have tried around 10 times on the day had the problem.
Maybe if I get the followup promised email from BD support that will shed some light on it.
I had the problem initially when I did I restart to install windows (8.1 pro) updates and bitdefender effectively interrupted to updates and stopped them installed.
Today when I turnover on my laptop windows updates of which one was a windows cumulative security update KB2957689 so my guess is that this may have conflicted with Bitdefender as the same update (and other failed on 19 June which was last Thursday when I had the problems!)
That's my guess. But now the windows updated have all successfully installed "succeeded" I will be surprised if the boot up problem reoccurs (at least for the same reason).
If it does cause a problem again I will post ti though in case anyone else has the problem.
My suggested solution would therefore be. Turn off, leave off for a while, disconnect from power supply and try again after the computer is doing a completely fresh bootup.
John0 -
Hello,
If you encounter this issue, please contact Bitdefender support via http://www.bitdefender.com/en/Main/contactEmail
Post back the ticket ID you receive by email and I will get back to you asap.
Thank you!0 -
this is what i did to get logging back again in windows ...get into safe mode (please mind that this is different in win8) and restart again normally ....it should bypass this AV prompt!!!!!
Regards from Panamá!0 -
Hello,
If you encounter this issue, please contact Bitdefender support via http://www.bitdefender.com/en/Main/contactEmail
Post back the ticket ID you receive by email and I will get back to you asap.
Thank you!
Same issue, hre is my ticket number 20140630224700020 -
this is what i did to get logging back again in windows ...get into safe mode (please mind that this is different in win8) and restart again normally ....it should bypass this AV prompt!!!!!
Regards from Panamá!
Como lo hicistes para entrar en SAFE MODE en WIN8 , tengo una samsung y tengo el mismo problema , y obviamente nadie me ha dado una resolucion, ayudamE!! saludos desde EL SALVADOR!0 -
Hello damaya,
Rest assured we will help you with this.
Please check your inbox. I have replied to your email ticket 22 hours ago.
Thank you!0 -
Thanks. This solution worked perfectly for my issue!!! My OS is Windows 8.1
:rolleyes: this is what i did to get logging back again in windows ...get into safe mode (please mind that this is different in win8) and restart again normally ....it should bypass this AV prompt!!!!!
Regards from Panamá!0 -
Same problem here on a samsung laptop running W8.1. I can only boot in safe mode. But as soon as i restart again i get the " The (unfortunately) installed antivirus is cleaning your computer".
Unbelievable how i paid for something to mess up my computer. So far i don't see any solution for the problem. What a joke.0 -
I had the same problem on my samsung Ativ XE700T. Please help me.....
I have the same problem!!!
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Windows 8 on Samsung laptop.
Windows did an update last night then restarted so this morning I was presented with a black screen showing "the Antivirus Solution Installed On Your System Is Cleaning Your Computer" message.
No apparent disk activity just the message.
So tried the power button to turn off then turn back on.
Upon restart get the same message and no disk activity after a moment or two.
Power off and on again.
Same message and no disk activity.
Power off and on again.
New message "some of the infected items failed to be cleaned. Please contact BitDefender SRL support for more information on how to clean your PC!!
Power off and on again.
Back to "the Antivirus Solution Installed On Your System Is Cleaning Your Computer" message again.
Power off and on again.
New message "repairing your computer"
Next message "diagnosing your PC"
Then blue screen with "Automatic Repair couldn't repair your PC" then there are two buttons "shutdown" and "advanced options"
Tried the shutdown one then just went through the whole thing from the sart again.
Eventually back to "Automaic repair....."
Chose Advanced and eventually got Restore to previous point.
Chose that and hoping the laptop will eventually start windows.
Lucky I have a tablet to post something on this forum.
Otherwise where wwould I be with a dead system and no way to get support.
Hope someone can help.0 -
Windows 8 on Samsung laptop.
Windows did an update last night then restarted so this morning I was presented with a black screen showing "the Antivirus Solution Installed On Your System Is Cleaning Your Computer" message.
No apparent disk activity just the message.
So tried the power button to turn off then turn back on.
Upon restart get the same message and no disk activity after a moment or two.
Power off and on again.
Same message and no disk activity.
Power off and on again.
New message "some of the infected items failed to be cleaned. Please contact BitDefender SRL support for more information on how to clean your PC!!
Power off and on again.
Back to "the Antivirus Solution Installed On Your System Is Cleaning Your Computer" message again.
Power off and on again.
New message "repairing your computer"
Next message "diagnosing your PC"
Then blue screen with "Automatic Repair couldn't repair your PC" then there are two buttons "shutdown" and "advanced options"
Tried the shutdown one then just went through the whole thing from the sart again.
Eventually back to "Automaic repair....."
Chose Advanced and eventually got Restore to previous point.
Chose that and hoping the laptop will eventually start windows.
Lucky I have a tablet to post something on this forum.
Otherwise where wwould I be with a dead system and no way to get support.
Hope someone can help.
Found how to get windows 8 into safe mode via the automatic repair advanced options.
Restart.
Message "the Antivirus Solution Installed On Your System Is Cleaning Your Computer"
Next message "deleting...................."
Next message " completed successfully"
Windows booted into safe mode.
Selected Shutdown
Power on
Normal boot-up into full windows.
New question:
HOW DO I COMPLETELY REMOVE BITDEFENDER SO I NEVER HAVE TO GO THROUGH THIS AGAIN?
Cheers,
MickC0 -
Hi Georgia,
Bitdefender showed a malicious application detected alert when I'm trying to open an archive. When I make a copy of the same archive and when I try to open it I'm not getting any detection. Is this a possible case. That too it is detecting this archive as infected only if I try to open it in C drive. In other drives it is working fine. What could be the reason. Could you please help0
