Is It Possible That My Question Was Deleted?

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Nora34
edited August 2014 in Install & register

I bought the anti-virus software for two computers I use.


Computer number 1: The installation went smoothly, the software works fine, but I have two problems. One is that it takes a long while


until the computer starts loading (before the installation it started within seconds, its a new computer) problem number two


the computer crashed since I installed the software twice already (its been 10 days since I installed). This worries me.


Computer number two: I cannot get the "manage scans" to work, hitting this button does nothing, and I have the same problem like in my


other computer, startup takes much longer since I installed the software.


I did ask for help from the customer service of the Bitdefender they said I should click on the Bit icon in the start menu where a box


should appear saying uninstall or repair. No such box, informed them, got no reply.


Here are my ticket nubmers 2014081605420001 & 2014081512010002


Please help. Thanks.


Nora

Comments

  • jitzy
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    I bought the anti-virus software for two computers I use.


    Computer number 1: The installation went smoothly, the software works fine, but I have two problems. One is that it takes a long while


    until the computer starts loading (before the installation it started within seconds, its a new computer) problem number two


    the computer crashed since I installed the software twice already (its been 10 days since I installed). This worries me.


    Computer number two: I cannot get the "manage scans" to work, hitting this button does nothing, and I have the same problem like in my


    other computer, startup takes much longer since I installed the software.


    I did ask for help from the customer service of the Bitdefender they said I should click on the Bit icon in the start menu where a box


    should appear saying uninstall or repair. No such box, informed them, got no reply.


    Here are my ticket nubmers 2014081605420001 & 2014081512010002


    Please help. Thanks.


    Nora


    for your slow boot up there's already a topic ongoing here ---> http://forum.bitdefender.com/index.php?showtopic=55388


    uninstall and re-installing the application might solve the other two issues....try uninstalling from control panel...then use BD uninstaller ( http://www.bitdefender.com/site/Downloads/...sumer_paid.html ) to delete all other remnants.

  • for your slow boot up there's already a topic ongoing here ---> http://forum.bitdefender.com/index.php?showtopic=55388


    uninstall and re-installing the application might solve the other two issues....try uninstalling from control panel...then use BD uninstaller ( http://www.bitdefender.com/site/Downloads/...sumer_paid.html ) to delete all other remnants.


    ======================================


    I tried to uninstall, unfortunatlely the link you gave me to uninstall all remnants did not work properly. Still I rebooted and installed the program again, and all the errors remained. What now? The program does not allow me to manage scans nor does it enable me to do a system scan so what did I pay for?


    As to the black screen I get. I looked at your instructions, I think that you need to find a solution to the black screen instead of me opening and closing your program to find out which one of your tools causes the black screen. Isn't everyone with a black screen having the same problem? Why do I have to find out a problem your program is causing?

  • Nora34
    edited September 2014
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    I complained about bugs, the software not working properly and not receiving any reply from the Bit customer service nor from Georgia the forum's


    moderator. I also complained that I cannot find the problem in spite of uninstalling and re-installing the software. This was just a week ago and now, suddenly I vanished


    from the board? What does one do when one has faulty software, customer care does not care, nor does the forum's moderator? :huh:

  • Rohugh
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    Hello Nora,


    Your original topic is still on the forums, you can find it here - http://forum.bitdefender.com/index.php?sho...c=55414&hl=

  • Hello Nora,


    Your original topic is still on the forums, you can find it here - http://forum.bitdefender.com/index.php?sho...c=55414&hl=


    Thank you Rohugh for finding my "lost" thread. I still wonder why no one replies to my questions, not here and neither the customer care. How does one


    request a refund?

  • Rohugh
    Options
    Thank you Rohugh for finding my "lost" thread. I still wonder why no one replies to my questions, not here and neither the customer care. How does one


    request a refund?


    You will still need to contact "Help and Support" from the dropdown on the top bar of your Bitdefender 2015 GUI

  • Georgia
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    Hello Nora34,


    We’re sorry to hear about your experience and thank you for letting us know.


    We will contact you immediately via your existing ticket ID 2014081605420001


    Also, your previous topic (http://forum.bitdefender.com/index.php?showtopic=55414) will be merged with this one.

  • Hello Nora34,


    We’re sorry to hear about your experience and thank you for letting us know.


    We will contact you immediately via your existing ticket ID 2014081605420001


    Also, your previous topic (http://forum.bitdefender.com/index.php?showtopic=55414) will be merged with this one.


    Its been nearly two weeks since you wrote to say you are looking to fix the problem with your software and it seems you have not found a solution. I would appreciate receiving a refund as I am unable to proceed with your software. Its been much too long since I first complained and all you do is assure me you are fixing the problem but its not fixed.

  • Georgia
    Georgia ✭✭✭
    edited September 2014
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    Hi,


    I have checked the ticket ID 2014081605420001. We have responded to your email the same day. Unfortunately, the issue you report is a bug which will be fixed in an upcoming product update. We don't have a workaround for this.


    As we have already mentioned in the last email send to you 2 days ago, we will let you know about the fix as soon as it's released.


    You may want to check this topic referring to the same issue:


    http://forum.bitdefender.com/index.php?showtopic=55388


    Thank you for your understanding.

  • Hi,


    I have checked the ticket ID 2014081605420001. We have responded to your email the same day. Unfortunately, the issue you report is a bug which will be fixed in an upcoming product update. We don't have a workaround for this.


    As we have already mentioned in the last email send to you 2 days ago, we will let you know about the fix as soon as it's released.


    You may want to check this topic referring to the same issue:


    http://forum.bitdefender.com/index.php?showtopic=55388


    Thank you for your understanding.


    ITS BEEN A MONTH NOW SINCE your a/m reply and I wonder have you NOT updated your product in a month? The issues of a black screen and not being able to manage my scans has not been solved. Could you be so kind and let me know how much longer do I have to wait for a solution? You said you will extend my license ? What good what that do if I cannot schedule my scans? By the way did you know that a full scan takes up to 7 hours? Is that supposed to be?

  • Rohugh
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    Hiya Nora,


    There have been two updates in the last month (as you can see here), unfortunately neither have solved the "black screen on boot" problem, we can only hope it will be sorted before too long.


    7 hours for a full scan is a long time although it depends on your computer set up and the amount of files you have. First full scan always takes some time but as Bitdefender gets to know your computer that scan time should come down considerably due to the Photon technology it employs.


    Ro

  • Nora34
    edited October 2014
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    Hiya Nora,


    There have been two updates in the last month (as you can see here), unfortunately neither have solved the "black screen on boot" problem, we can only hope it will be sorted before too long.


    7 hours for a full scan is a long time although it depends on your computer set up and the amount of files you have. First full scan always takes some time but as Bitdefender gets to know your computer that scan time should come down considerably due to the Photon technology it employs.


    Ro


    Hi Ro,


    Thanks for your reply. The black screen is the lesser of my problems, the main problem is that I cannot manage the scans. The program simply does not work and


    this is my main complaint. I have the program now nearly 3 months and Bit. help do nothing except to tell me that they will notify me when the problem will be solved, but what kind of a security software is it that it does not function?

  • Wortex
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    Hi Ro,


    Thanks for your reply. The black screen is the lesser of my problems, the main problem is that I cannot manage the scans. The program simply does not work and


    this is my main complaint. I have the program now nearly 3 months and Bit. help do nothing except to tell me that they will notify me when the problem will be solved, but what kind of a security software is it that it does not function?


    Something strange have happened today, I always experienced black boot problem and yesterday I just went to my startup and disabled bitdefender startup items (screenshot) also I kept pc in idle and today I booted pc and I sawn that it booted very fast and no black screen boot I dont know what happened maybe this caused this bug ?


    PC info:


    Windows 8.1 Pro x64


    Bitdefender Total Security 2015


    post-184595-1413458015_thumb.png post-184595-1413458136_thumb.png

  • Rohugh
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    Hiya Wortex.


    If you have "Fast Startup" enabled in Win 8* then from idle and normal shutdown you will not experience any black screen delay, however, if you do a complete shutdown (or click "restart") then the delay will still be there on restart. That is my experience. :)


    I tried disabling Bitdefender Agent from the Startup tab, the only thing I found was that BD was not loaded at all. :(