Says it is installed, but it is not

LisaT
LisaT
edited November 2018 in Bitdefender antivirus for mac


Just bought BD Total for Mac and installed it. It first uninstalled the previous version, then installed the new. 


Says it is installed and I get the screen "Start using BD".  Then nothing happens. When I search the app folder there is only a uninstall file there. 


I use Little Snitch and had it allow network connections during the install when it asked me to.

Comments

  • stevie73
    stevie73 ✭


    I have had this exact same issue for 3 days now. No one has contacted me and after initial email contacts, they have stopped responding. I can even uninstall it to try and reinstall.


     


    Hope you have better luck than I've had, Lisa!

  • LisaT
    LisaT


    Yeah, they are horrible here. They have too many communication outlets. But they were excellent on the 24/7 chat. So check it out on the website. Might wait a few minutes until someone takes care of you. 


    The problem might have been the uninstallation of previous version. 


    Try https://www.bitdefender.com/consumer/support/answer/1784/

  • Roxana G
    Roxana G ✭


    On 11/27/2018 at 3:40 PM, LisaT said:



    Just bought BD Total for Mac and installed it. It first uninstalled the previous version, then installed the new. 


    Says it is installed and I get the screen "Start using BD".  Then nothing happens. When I search the app folder there is only a uninstall file there. 


    I use Little Snitch and had it allow network connections during the install when it asked me to.



    Hi Lisa,


    We recommend you to disable Little Snitch during the installation process. If the issue persists, please contact us at bitsy@bitdefender.com with a BdProfiler log:


    https://www.bitdefender.com/consumer/support/answer/1863/


     

  • Roxana G
    Roxana G ✭


    4 hours ago, stevie73 said:



    I have had this exact same issue for 3 days now. No one has contacted me and after initial email contacts, they have stopped responding. I can even uninstall it to try and reinstall.


     


    Hope you have better luck than I've had, Lisa!



    Hi Stevie,


    In case you receive an error during the uninstall, please follow the instructions from this article:




    https://www.bitdefender.com/consumer/support/answer/1446/


    Then try again to install: https://www.bitdefender.com/consumer/support/answer/3478/


    If the issue persists and you have already opened a ticket, please provide us the ticket id. 

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