Bitdefender Gui Crashes When Exit Far Cry 1

Bitdefender Antivirus Free 1.0.21.1099

Windows 7 Home x64 SP-1

The UI (gziface.exe) crashes when I exit Far Cry (first version). Not when I just load and exit from Far Cry but only if I load Far Cry, play a mission and exit the mission, and then exit from Far Cry. Windows pops up the following error dialog:

Bitdefender Antivirus Free Edition has stopped working

Clicking the "Close program" button terminates the gziface.exe process. The "B" tray icon is dead (and disappears when the mouse is hovered over it which means the process for it has vanished). gziserve.exe remains running; however, the UI to Bitdefender is gone and I have to reload it.

Seems a bit overly sensitive for the UI (gziface.exe) to crash after exiting a fullscreen game. gziserve.exe (presumably the core of protection) should be monitoring the UI (gziface.exe) to reload it should its process ever disappear. Bitdefender doesn't protect its own UI.

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vanguardlh

This forum software won't let me attach a file (any filetype) to my original post. I was going to add the error log for the crash event. This forum software won't let me edit my original post so I cannot append the text for the 2 events for the crash or the content of the text log file. So I'll try replying to my original post with that information. Bitdefender needs better forum software. It can't even figure out how to word wrap while composing a new post.

I couldn't find an entry in Event Viewer that noted it was specifically for the crash of gziface.exe. There were 2 error events within the same second. The first one noted a .wer error log file which is attached. I tried to attach the .wer file but this forum said that filetype is not permitted for upload. I then put it into a .zip file and this forum still whined that it refused to upload. So the contents of the .wer file were appended (have fun reading because this forum's upload function is screwed up).

1st error event

Log Name: Application

Source: Windows Error Reporting

Date: 5/25/2015 8:38:13 PM

Event ID: 1001

Task Category: None

Level: Information

Keywords: Classic

User: N/A

Computer: zodiac

Description:

Fault bucket 8, type 5

Event Name: Crash64

Response: Not available

Cab Id: 0

Problem signature:

P1:

P2:

P3:

P4:

P5:

P6:

P7:

P8:

P9:

P10:

Attached files:

C:\Users\<myprofile>\AppData\Local\Temp\WER2CC4.tmp.WERInternalMetadata.xml

These files may be available here:

C:\Users\<myprofile>\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_0_0_34347cc7

Analysis symbol:

Rechecking for solution: 0

Report Id: abeb4bb0-0347-11e5-8be1-001167d1ba49

Report Status: 0

Event Xml:

<Channel>Application</Channel>

<Computer>zodiac</Computer>

</System>

<Data>Crash64</Data>

<Data>Not available</Data>

<Data>

</Data>

<Data>

</Data>

<Data>

</Data>

<Data>

</Data>

<Data>

</Data>

<Data>

</Data>

<Data>

</Data>

<Data>

</Data>

<Data>

</Data>

<Data>

</Data>

<Data>

C:\Users\<myprofile>\AppData\Local\Temp\WER2CC4.tmp.WERInternalMetadata.xml</Data>

<Data>C:\Users\<myprofile>\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_0_0_34347cc7</Data>

<Data>

</Data>

</EventData>

</Event>

2nd error event

Log Name: Application

Source: Windows Error Reporting

Date: 5/25/2015 8:38:13 PM

Event ID: 1001

Task Category: None

Level: Information

Keywords: Classic

User: N/A

Computer: zodiac

Description:

Fault bucket , type 0

Event Name: Crash64

Response: Not available

Cab Id: 0

Problem signature:

P1:

P2:

P3:

P4:

P5:

P6:

P7:

P8:

P9:

P10:

Attached files:

These files may be available here:

Analysis symbol:

Rechecking for solution: 0

Report Id: abeb4bb0-0347-11e5-8be1-001167d1ba49

Report Status: 0

Event Xml:

<Channel>Application</Channel>

<Computer>zodiac</Computer>

</System>

<Data>

</Data>

<Data>Crash64</Data>

<Data>Not available</Data>

<Data>

</Data>

<Data>

</Data>

<Data>

</Data>

<Data>

</Data>

<Data>

</Data>

<Data>

</Data>

<Data>

</Data>

<Data>

</Data>

<Data>

</Data>

<Data>

</Data>

<Data>

</Data>

<Data>

</Data>

<Data>

</Data>

</EventData>

</Event>

.wer file content

Version=1

EventType=Crash64

EventTime=130770778076553776

ReportType=2

Consent=2

UploadTime=130770778078163868

ReportFlags=8192

ReportIdentifier=abeb4bb0-0347-11e5-8be1-001167d1ba49

Response.BucketId=8

Response.BucketTable=5

Response.type=4

DynamicSig[1].Name=OS Version

DynamicSig[1].Value=6.1.7601.2.1.0.768.3

DynamicSig[2].Name=Locale ID

DynamicSig[2].Value=1033

UI[3]=Bitdefender Antivirus Free Edition has stopped working

UI[4]=Windows can check online for a solution to the problem.

UI[5]=Check online for a solution and close the program

UI[6]=Check online for a solution later and close the program

UI[7]=Close the program

LoadedModule[0]=C:\Program Files\Bitdefender\Antivirus Free Edition\gziface.exe

LoadedModule[1]=C:\Windows\SYSTEM32\ntdll.dll

LoadedModule[2]=C:\Windows\system32\kernel32.dll

LoadedModule[3]=C:\Windows\system32\KERNELBASE.dll

LoadedModule[4]=C:\Windows\system32\USER32.dll

LoadedModule[5]=C:\Windows\system32\GDI32.dll

LoadedModule[6]=C:\Windows\system32\LPK.dll

LoadedModule[7]=C:\Windows\system32\USP10.dll

LoadedModule[8]=C:\Windows\system32\msvcrt.dll

LoadedModule[9]=C:\Windows\system32\ADVAPI32.dll

LoadedModule[10]=C:\Windows\SYSTEM32\sechost.dll

LoadedModule[11]=C:\Windows\system32\RPCRT4.dll

LoadedModule[12]=C:\Windows\system32\SHELL32.dll

LoadedModule[13]=C:\Windows\system32\SHLWAPI.dll

LoadedModule[14]=C:\Windows\system32\OLEAUT32.dll

LoadedModule[15]=C:\Windows\system32\ole32.dll

LoadedModule[16]=C:\Windows\system32\USERENV.dll

LoadedModule[17]=C:\Windows\system32\profapi.dll

LoadedModule[18]=C:\Windows\system32\dbghelp.dll

LoadedModule[19]=C:\Windows\system32\mscoree.dll

LoadedModule[20]=C:\Windows\system32\IMM32.DLL

LoadedModule[21]=C:\Windows\system32\MSCTF.dll

LoadedModule[22]=C:\Windows\system32\wer.dll

LoadedModule[23]=C:\Windows\system32\uxtheme.dll

LoadedModule[24]=C:\Windows\system32\dwmapi.dll

LoadedModule[25]=C:\Program Files\Bitdefender\Antivirus Free Edition\npcomm.dll

LoadedModule[26]=C:\Windows\system32\WS2_32.dll

LoadedModule[27]=C:\Windows\system32\NSI.dll

LoadedModule[28]=C:\Windows\system32\mswsock.dll

LoadedModule[29]=C:\Windows\System32\wshtcpip.dll

LoadedModule[30]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\mscoreei.dll

LoadedModule[31]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\clr.dll

LoadedModule[32]=C:\Windows\system32\MSVCR120_CLR0400.dll

LoadedModule[33]=C:\Windows\assembly\NativeImages_v4.0.30319_64\mscorlib\701f2b79b02a02beba70e50bb2edb212\mscorlib.ni.dll

LoadedModule[34]=C:\Windows\system32\CRYPTBASE.dll

LoadedModule[35]=C:\Windows\system32\urlmon.dll

LoadedModule[36]=C:\Windows\system32\api-ms-win-downlevel-ole32-l1-1-0.dll

LoadedModule[37]=C:\Windows\system32\api-ms-win-downlevel-shlwapi-l1-1-0.dll

LoadedModule[38]=C:\Windows\system32\api-ms-win-downlevel-advapi32-l1-1-0.dll

LoadedModule[39]=C:\Windows\system32\api-ms-win-downlevel-user32-l1-1-0.dll

LoadedModule[40]=C:\Windows\system32\api-ms-win-downlevel-version-l1-1-0.dll

LoadedModule[41]=C:\Windows\system32\version.DLL

LoadedModule[42]=C:\Windows\system32\api-ms-win-downlevel-normaliz-l1-1-0.dll

LoadedModule[43]=C:\Windows\system32\normaliz.DLL

LoadedModule[44]=C:\Windows\system32\iertutil.dll

LoadedModule[45]=C:\Windows\system32\WININET.dll

LoadedModule[46]=C:\Windows\system32\Secur32.dll

LoadedModule[47]=C:\Windows\system32\SSPICLI.DLL

LoadedModule[48]=C:\Windows\system32\api-ms-win-downlevel-advapi32-l2-1-0.dll

LoadedModule[49]=C:\Program Files\Bitdefender\Antivirus Free Edition\Common4.dll

LoadedModule[50]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\clrjit.dll

LoadedModule[51]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System\edc284c2fc5f774b65992c5e0b6a1899\System.ni.dll

LoadedModule[52]=C:\Program Files\Bitdefender\Antivirus Free Edition\sqlitewrapper4.dll

LoadedModule[53]=C:\Program Files\Bitdefender\Antivirus Free Edition\MSVCR100.dll

LoadedModule[54]=C:\Program Files\Bitdefender\Antivirus Free Edition\sqlite3.dll

LoadedModule[55]=C:\Program Files\Bitdefender\Antivirus Free Edition\MSVCP100.dll

LoadedModule[56]=C:\Program Files\Bitdefender\Antivirus Free Edition\npcommwrapper4.dll

LoadedModule[57]=C:\Windows\system32\psapi.dll

LoadedModule[58]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Xml\fdebf7eee3058c7156aef7d7fedf5ac4\System.Xml.ni.dll

LoadedModule[59]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\nlssorting.dll

LoadedModule[60]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Drawing\d41e14dae81a26661e32b25cba8c117a\System.Drawing.ni.dll

LoadedModule[61]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Windows.Forms\70df39f1b9fb511a8acfc84c7f7627bf\System.Windows.Forms.ni.dll

LoadedModule[62]=C:\Windows\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_5.82.7601.18201_none_a4d3b9377117c3df\comctl32.dll

LoadedModule[63]=C:\Windows\system32\CRYPTSP.dll

LoadedModule[64]=C:\Windows\system32\rsaenh.dll

LoadedModule[65]=C:\Windows\system32\RpcRtRemote.dll

LoadedModule[66]=C:\Program Files\Bitdefender\Antivirus Free Edition\FullIface4.dll

LoadedModule[67]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Configuration\687652cdc9b32bd8e530be3a7da88810\System.Configuration.ni.dll

LoadedModule[68]=C:\Windows\assembly\NativeImages_v4.0.30319_64\WindowsBase\172188ae7ffc00280c3b791f4bbdd9e0\WindowsBase.ni.dll

LoadedModule[69]=C:\Windows\assembly\NativeImages_v4.0.30319_64\PresentationCore\8c12c456a7263e3aec75a46c953811fc\PresentationCore.ni.dll

LoadedModule[70]=C:\Windows\assembly\NativeImages_v4.0.30319_64\Presentatio5ae0f00f#\5498218f7242a7abfea8149a651b8212\PresentationFramework.ni.dll

LoadedModule[71]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Xaml\e634c6664efd9e59b36c206198161310\System.Xaml.ni.dll

LoadedModule[72]=C:\Windows\system32\dwrite.dll

LoadedModule[73]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\WPF\wpfgfx_v0400.dll

LoadedModule[74]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\WPF\PresentationNative_v0400.dll

LoadedModule[75]=C:\Windows\system32\d3d9.dll

LoadedModule[76]=C:\Windows\system32\d3d8thk.dll

LoadedModule[77]=C:\Windows\system32\aticfx64.dll

LoadedModule[78]=C:\Windows\system32\atiu9p64.dll

LoadedModule[79]=C:\Windows\system32\atiumd64.dll

LoadedModule[80]=C:\Windows\system32\atiumd6a.dll

LoadedModule[81]=C:\Windows\system32\POWRPROF.dll

LoadedModule[82]=C:\Windows\system32\SETUPAPI.dll

LoadedModule[83]=C:\Windows\system32\CFGMGR32.dll

LoadedModule[84]=C:\Windows\system32\DEVOBJ.dll

LoadedModule[85]=C:\Windows\assembly\NativeImages_v4.0.30319_64\Presentatio1c9175f8#\f5bca4b99a77fdd9dcae2d7774331f6c\PresentationFramework.Aero.ni.dll

LoadedModule[86]=C:\Windows\assembly\NativeImages_v4.0.30319_64\Presentatio49d6fefe#\49f90c8ee7c5b12cf5d49e803f85459d\PresentationFramework-SystemXml.ni.dll

LoadedModule[87]=C:\Windows\system32\WindowsCodecs.dll

LoadedModule[88]=C:\Windows\system32\WtsApi32.dll

LoadedModule[89]=C:\Windows\system32\WINSTA.dll

LoadedModule[90]=C:\Windows\system32\CLBCatQ.DLL

LoadedModule[91]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\WPF\PenIMC.dll

LoadedModule[92]=C:\Windows\system32\PROPSYS.dll

LoadedModule[93]=C:\Windows\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_6.0.7601.18807_none_fa381d5f175bfb52\comctl32.dll

LoadedModule[94]=C:\Windows\system32\ntmarta.dll

LoadedModule[95]=C:\Windows\system32\WLDAP32.dll

LoadedModule[96]=C:\Windows\system32\MPR.dll

LoadedModule[97]=C:\Program Files\Common Files\Microsoft Shared\Ink\tpcps.dll

LoadedModule[98]=C:\Windows\system32\WINMM.dll

LoadedModule[99]=C:\Windows\system32\msctfui.dll

LoadedModule[100]=C:\Windows\assembly\NativeImages_v4.0.30319_64\UIAutomationTypes\b536aa0a821a92c4447cefdc9efc136c\UIAutomationTypes.ni.dll

LoadedModule[101]=C:\Windows\system32\UIAutomationCore.dll

LoadedModule[102]=C:\Windows\system32\OLEACC.dll

LoadedModule[103]=C:\Windows\WinSxS\amd64_microsoft.windows.gdiplus_6595b64144ccf1df_1.1.7601.18834_none_2b2655

7a71eb7442\gdiplus.dll

LoadedModule[104]=C:\Windows\system32\apphelp.dll

State[0].Key=Transport.DoneStage1

State[0].Value=1

State[1].Key=DataRequest

State[1].Value=Bucket=8/nBucketTable=5/nResponse=1/n

FriendlyEventName=Crash64

ConsentKey=Crash64

AppName=Bitdefender Antivirus Free Edition

AppPath=C:\Program Files\Bitdefender\Antivirus Free Edition\gziface.exe

vanguardlh

When I tried to use Bitdefender's support tool to log the crash while trying to reproduce it, gziface.exe did not crash. However, I notice the GUI pops up and disappears (which is the phantom that I saw before but was present for such a short time that all I could see was something flashed on the screen but disappeared too fast). So it for whatever reason that Bitdefender attempts to open and quickly close its GUI (from tray icon) that might be causing the crash.

vanguardlh

Although Bitdefender this time didn't crash, it had a different effect: keeping a hidden window open. Windows can have their visible attribute set to off to hide them. Bitdefender flashed its GUI, didn't crash this time, yet hitting Ctrl+Alt to show the windows would list "B" (for Bitdefender). I had been wondering why hitting Ctrl_Alt just once did not switch away from the current window to switch focus to the next (previously used) window. Then I noticed the "B" hidden window in the list. So I deliberately exited from the Bitdefender tray icon and reloaded it and "B" was not listed by Ctrl+Alt in the windows list. Well, it was listed for a very short time (several seconds) and then it disappeared. So Bitdefender's GUI did not crash this time (after a reinstall of it) but it still exhibits screwed up behavior when exiting the game that requires me to kill the process and reload it to eliminate it from its hidden window from the Ctrl+Alt list of windows.

vanguardlh

No response here.

Submitted trouble ticket to Bitdefender. No response there.

Apparently this is not a support product. Will go back to Avast.

vanguardlh

Interesting tactic employed by Bitdefender to close their trouble tickets: send an e-mail asking for more information but provide no link to a ticket page to find out what is that more information and to provide it, and no web site support page that leads to a ticket report area to enter the ticket number to see the report and update it. Because users are sent a "more info" e-mail with no means of supplying that info, the ticket gets closed due to inactivity. There is no activity because the user cannot update the ticket. What a cleaver subterfuge to eliminate having to actually deal with the problem reported in a ticket.

Rohugh

Hello,

There are a number of ways to contact Bitdefender again with your problems, apart from replying to the email you received.

From the BD GUI - drop down from the top bar and choose "Help & Support".

Face Book Support App.

email - bitsy@bitdefender.com

Chat - http://www.bitdefender.com/support/chat-support.html

Post your ticket number on here and a BD Tech may see it and follow it up for you.

vanguardlh

There are a number of ways to contact Bitdefender again with your problems, apart from replying to the email you received.

From the BD GUI - drop down from the top bar and choose "Help & Support".

No such selection. As noted in the 1st post, I am using Bitdefender Free. That has a very simple popup GUI when clicking on its tray icon.

Face Book Support App.

I don't waste time at social networks (i.e., sites for the socially impaired desperate for attention). In fact, I block them all (well, those I know about to add a block). Never want to even accidentally go there. Any company that relies on a social network site to handle their tech support is catering to children.

email - bitsy@bitdefender.com

They're already sending me [unusable] e-mails. They opened a trouble ticket but provide no means for me to update the report. No URL in the e-mail to show a report that I can edit. Nothing I found at their web site that lets me enter the ticket number to get to a page showing the report. Replying to the auto-responder e-mail is fruitless. Not until they actually have someone send an e-mail response will a reply work; however, I've gotten no e-mail from an actual respondent to which I can reply.

Update: Later a reply from someone (not a bot) did arrive. So I will try to reply to that to see if someone actually looks at the bug.

Chat - http://www.bitdefender.com/support/chat-support.html

When I tried that, I got some status that chat was not available. Must not be a 24-hour service. Besides, chat services are not attended by the most expert reps. I grow weary very quickly of them shoving keywords from the discussion into a database of canned responses. Chat reps don't solve bugs but, at best, may report them which results in the discussion moving to some other rep.

Post your ticket number on here and a BD Tech may see it and follow it up for you.

But if they weren't here to review my bug report and respond here then why would they be here to read through my post to find a trouble ticket number? Plus the web form (not really an e-mail form) already gave a link to this forum thread for them to see what I reported (so I didn't have to duplicate everything in the web form report). They haven't responded here so why expect them to visit here? Just in case, the ticket number is:

2015052913120001

9 days later I got an e-mail saying that I've not updated the ticket and it got closed, on the same day that someone finally got around to responding to the ticket. From the timing of the e-mails (which does not necessarily equate to the timing of actions on their end), they sent a canned response 9 days later and then closed the ticket 7 minutes later. Hopefully my reply will reopen the ticket after I report that an uninstall, remnant cleanup of registry and files, and new install had modified the behavior but there are still problems. Now instead of crashing the gziface.exe process, the flash (show and immediate disappear) of the GUI results in a hidden window left behind. It now manages to avoid the last part that caused it to crash before.

While I had dumped Bitdefender and reverted back to Avast, it was immediately apparent why I stopped Avast and wanted something else: significant slowdown of painting web pages. So I did the uninstall and cleanup of Avast and tried Bitdefender again. So now I have a 2nd install of Bitdefender which doesn't crash but leaves behind a hidden GUI window when exiting the game. Like I said, it's a poor design that the core service doesn't monitor and restore its missing GUI. That the core continues to run is of little consolation to a user that sees the GUI disappear.

I'll report back if the rep comes up with a resolution by offering candidate troubleshooting or escalates the ticket to someone that actually looks at the problem.

Thanks for participating.

vanguardlh

I got a reply. Such an intelligent reply. A reply that exudes the level of expertise in solving bug reports.

Their reply was "glad you got it fixed". Uh huh (rolls eyes). After 2 fresh installs of Bitdefender (the bug was still present after the 2nd) and using its Repair feature, then gziface.exe no longer crashed after exiting the video game. They focused only on the crashing and neglected to address that now the GUI still pops up about 3 seconds after exiting the game and about half the time remains on screen and the other half it immediately disappears; however, even after I close the window, there remains a hidden "B" window that screws up the Ctrl+Alt list. Not until I use the Exit context menu entry on its tray icon and reload the GUI is the hidden "B" window gone in the Ctrl+Alt list with the GUI tray icon available. Flaky behavior in the GUI but according to Bitdefender it is "fixed".

So, oh yeah, it's all fixed, sure, uh huh. Okay, I have choices of which one is not to use their product they covertly refuse to acknowledge has a bug but then politely declare it's been fixed to keep the ticket closed. Perhaps it has to do with the company size and revenue they generate being much smaller than for much larger competing AV vendors.

vanguardlh

Well, that didn't last long. Now gziface.exe is crashing again upon exiting the game. Trial over.