Dropbox is Added to Excluded But BD Continues to Scan and Quarantine Files

HJLBX

I can reproduce this issue at-will every single time. Others can reproduce this issue at-will every single time.

1. Install Dropbox

2. Create the .bat ****** and .LNK file shown in the attached image

NOTE: I use a similar ****** to delete shadow copies to free up disk space and it is quarantined as well

NOTE: I use bitsadmin scripts and they are quarantined as well

3. Place both of the files created above into Dropbox folder

4. Install Bitdefender Internet Security 2019

5. Add Dropbox from both the real-time and contextual scans

6. Run Full System scan

7. BD still detects and quarantines the above files despite the fact that the entire Dropbox folder has been excluded from scanning

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HJLBX

5. Add Dropbox from both the real-time and contextual scans

CORRECTION:

It should read "5. Exclude the Dropbox folder from both real-time and contextual scans in Bitdefender"

Sergiu C.

Hi,

Restoring files from the quarantine should add exclusions in the appropriate module for them automatically. Have you tried to do this?

We'll also be trying to reproduce internally to see what needs to be done exactly.

HJLBX

17 hours ago, Sergiu C. said:

Restoring files from the quarantine should add exclusions in the appropriate module for them automatically. Have you tried to do this?

We tried...

1. Create the exclusion manually' and

2. Restore the quarantined files along with the auto-created exclusion created by Bitdefender

Neither method works.

We can reproduce the issue at-will every single time.

In our enterprise environment this is more than a mere annoyance. Dropbox is used on the workstations and if we cannot keep scripts in Dropbox because BD keeps detecting and quarantining them despite the exclusions, then there is no choice but to uninstall BD from all the workstations and ask for a refund on all the licenses.

HJLBX

Any status whatsoever on this matter ?

We need some form of acknowledgment. Days without any further reply just isn't acceptable. This issue is causing real problems and we need to know whether it is going to be resolved in a timely manner or we just need to switch to a different solution.

Given our past experience with Bitdefender support, this thread just doesn't inspire confidence.

HJLBX

You know, you could at least increase the size of attachments to 10 MB so that people could conveniently attach videos when reporting issues without having to archive the video or uploading it to a 3rd-party site.

Do you have an FTP site that I can upload the video to - because I'm not willing to create an account on a file sharing site for the one-time purpose of uploading the video. I don't need such an account so I'm just not going to do it.

Once again, just another hassle dealing with Bitdefender.

Sergiu C.

Hi,

Please send us an email at bitsy@bitdefender.com with a bdsys log and a support tool log from a system where the issue has occurred. Please also include the scripts that are being blocked as well, as it will make the investigation of this issue easier.

[how to create a bdsys log]

https://www.bitdefender.com/consumer/support/answer/1922/

[how to create a support tool log]

https://www.bitdefender.com/consumer/support/answer/8919/

Once you have done so, you can reply here again to let us know you've sent the email.

Thank you

HJLBX

You don't need logs when I have provided you with a procedure that one of the 600+ Bitdefender engineers can easily follow, replicate the issue and capture all the details on their test system that they would ever need.

I provided a procedure on how to replicate the issue. Everyone who has followed that procedure has been able to replicate what I reported -

1. Manually excluding Dropbox folder from all scans still results in items in the Dropbox folder being detected and quarantined.

You can use the eicar test files if you wish.

2. Restoring from Quarantine creates scan exclusions, but the files are still detected.

There's absolutely no reason why Bitdefender engineering cannot replicate this themselves and fix it.

* * * * *

Too little, too late.

Bitdefender product uninstalled.

As i stated, the reported issue was causing a lot of problems and we just aren't going to tolerate waiting weeks or months for a fix. We're all extremely busy and just not willing to put up with it any longer.

email support does not reply for weeks sometimes. We're just plain sick of it. Bitdefender support is the worst.