Antivirus Plus 2014 Fails To Install (bsod)

AntonyM

I installed Antivirus Plus 2014 on a Windows 7 Home Premium (version 6.1.7601.2.1.0.768.3) laptop and it repeatedly fails during installation at around 95%. It produces a Blue Screen of Death with the following Bug Check code:

BCCode: 1A

BCP1: 41287

The after this failed install, the computer will not boot up. It gets hung at on a black screen with a movable cursor. To get the computer to boot, I followed a forum post and changed the following files:

C:\Program Files\Bitdefender\Bitdefender\vsserv.exe --> vsserv.ex_

C:\Program Files\Bitdefender\Bitdefender\updatesrv.exe --> updatesrv.ex_

C:\Windows\System32\drivers\avchv.sys --> avchv.sy_

After doing the above changes, the computer boot up normally. I experimented and disabled to Bitdefender services and found that when they don't start, I have no problems.

Clearly the failed install failed rather badly and is missing some critical components.And because this computer cannot be down for more than a night, I had to uninstall Bitdefender and revert to Security Essentials.

Whats going on here? Why is my install failing? What can I do to get it working?

I have minidumps if they will help with the troubleshooting process.

I don't have time to be messing around with something that should just work. If I can't get it resolved this week, I'm getting a refund and using an antivirus that actually works.

Georgia

Hi AntonyM,

Welcome to the Bitdefender forums.

To investigate and offer you a solution we need a recent minidump and a support tool log which can be generated this way:

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

Please upload the logs on www.sendspace.com or any other file transfer website and post the download links.

Thank you!

AntonyM

Minidumps can be found here:

http://www.sendspace.com/file/3k1ocr

I'll upload the support log tonight if I can get it to work.

Georgia

Thank you for taking the time to upload the minidumps.

Based solely on this information, we would recommend running System File Checker to replace any damaged or missing Microsoft supplied DLL files, as explained in this article:

http://support.microsoft.com/kb/929833

Please let us know if System File Checker tool cannot repair a file.

Also install all Microsoft updates available for Windows: go to Start > in the Search bar type Windows Update and hit Enter > allow the wizard to search for the latest updates and install both recommended and optional ones.

If the issue persists, please upload the Bitdefender support tool log.

We will be waiting for your feedback in this matter and we will continue troubleshooting from that point on.

Georgia

The discussion will continue via ticket ID 2014051604060001.