BitDefender Crashes repeatedly on new installation

BWiedor · 2020-06-09T12:26:35+00:00

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I have a user who installed BitDefender Free on her laptop (as directed by the University we work for ), and she reports that it crashes every time she runs a scan, with the following error (below).

I am not sure what to make of this, she says it happens every time she runs a scan (just installed the application yesterday). I am waiting on the model and OS version from her.

Incident Identifier: 3F57F699-05F3-4E8B-8F05-E7B98CDE7ADE

CrashReporter Key: D53165B0-6255-5D95-847A-0AB07275F9BF

Hardware Model: MacBookPro14,1

Process: BitdefenderVirus [33159]

Path:

Identifier: com.bitdefender.BitdefenderVirusScanner

Version: 3.15 (3.15.269)

Code Type: X86-64

Parent Process: launchd [1]

Date/Time: 2020-06-09T11:35:30Z

Launch Time: 2020-06-09T11:33:57Z

OS Version: Mac OS X 10.13.6 (17G13035)

Report Version: 104

Exception Type: SIGSEGV

Exception Codes: SEGV_MAPERR at 0x1204da000

Crashed Thread: 19

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Comments

Jayakrishnan

Hello @BWiedor ,

Please drop a mail with all these details to bitsy@bitdefender.com

Also you can create a ticket over here: https://www.bitdefender.com/support/contact-us.html?last_page=ConsumerCategory

Technical team will keep you updated via mail.

If you find this response helpful, please mark it as accepted/agree.

Flexx

@BWiedor

In addition to the solution provided by above community member, kindly also attach logs to your email (https://www.bitdefender.com/consumer/support/answer/1730/)

Regards

Flex

BWiedor

https://community.bitdefender.com/en/discussion/comment/295970#Comment_295970

Hello,

As directed, I had emailed bitsy@ bitdefender.com yesterday before your additional post. However, the log tool you reference is a Windows file - is there one that is usable for the Mac version of the software? I have not yet heard back from the email that I sent.

Best,

Brian

Flexx

https://community.bitdefender.com/en/discussion/comment/295977#Comment_295977

Hi Member,

Here is the bitdefender log collection tool for macOS : https://www.bitdefender.com/consumer/support/answer/11198/

Additionally, bitdefender support will take time to respond to your query because of the current covid19 issue and less staff, but they will reply back asap.

If this helps, kindly mark answer as agree/ accepted

Regards

Flex

(Bitdefender beta tester 2019/ 2020)