BitDefender Antivirus v10 update problem

I've been using BitDefender Antivirus v10 since January 2007 with no problems, then suddenly last week automatic updates stopped happening and manual updates did not work either. What I get is "Update error: Could not connect to the update server."

So, I visit the BitDefender web site and try the obvious fixes: change http://upgrade.bitdefender.com to http://upgrade1.bitdefender.com in the Alternate update location settings box and rename bdpredir.sys to bdpredir.s_ in the SOFTWIN\BitDefender10 folder, so the connection will not time out prematurely (even though I have a fast cable connection). Still no luck.

Finally, I emailed support and got a request for two files from the BitDefender Update Service folder -- livesrv.log and live.ini -- and another one from the Desktop\Events folder -- events.xml

So my question is this -- how long after sending these files should I expect to hear back from them? One hour? Six hours? Twenty-four hours? Two days? And in the mean time, am I letting new viruses in?

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Comments

Niels

Hi Mr. E

In the meantime you can download the updates manually: http://www.bitdefender.com/site/view/Deskt...ts-Updates.html

Here you find the instructions how to install the manual updates: http://www.bitdefender.com/KB92-en--Manual...-daily.zip.html

If you send your mail to support at bitdefender dot com that can take a while because that is their worldwide support address. When you receive a reply depends how many requests they have. I can't give you an exact response time.

The quickest way is contact livechat: http://www.bitdefender.com/site/Live-Assistance.html But because you already have a support ticket I suggest that you wait.

Regards

Niels

lacombe

In the meantime you can download the updates manually: http://www.bitdefender.com/site/view/Deskt...ts-Updates.html

Here you find the instructions how to install the manual updates: http://www.bitdefender.com/KB92-en--Manual...-daily.zip.html

You're kidding, right? How many "normal" people would feel comfortable doing the following?

Manually updating BitDefender for File Servers using cumulative.zip and daily.zip

Issue:

Describes a manual update method when BitDefender's update servers are unavailable, or the server is disconnected from the Internet.

Solution:

Update manually BitDefender for Windows File Server using the cumulative.zip package as follows:

Download the update package cumulative.zip.

Stop BitDefender Registry v2 (BDREGISTRY) service.

Click Start, then Control Panel, double-click Administrative Tools and open Services. Right-click BitDefender Registry v2 and select Stop.

Copy the update files.

Extract the content of the file cumulative.zip into the location (default):

C:Program FilesCommon FilesSoftwinAdd-onsAV7Plugins

Start BitDefender Registry v2 (BDREGISTRY) service.

Open Services, right-click BitDefender Registry v2 and select Start.

Start BitDefender Update (XliveSvr) service.

Start BitDefender NPLogger (NPLogger) service.

Start BitDefender Statistics (BDSTATSRV) service.

Start BitDefender NPCore (BDNPCORE) service.

Start BitDefender FS (BDFS) service.

Excuse my frustration, but this kind of "support" is NOT user friendly for anyone who is not a geek.

alexcrist

Hi Mr. E,

First of all, Niels has posted the wrong link to the How To guide. That's for the BitDefender for File Servers (I understood that you're using BitDefender AV 10).

This is the correct link: http://kb.bitdefender.com/KB28-en--How-to-...-daily.zip.html

And you do not have to have a Harvard degree to do what the intructions say. It's explained very clear and everyone can do it.

Second of all, you can always use weekly.exe to update your AV. This way, you don't have to make any changes to your system, because the installer makes everything: http://kb.bitdefender.com/KB27-en--How-to-...weekly.exe.html

And third of all, are you completely sure you didn't install another firewall that is blocking BitDefender to connect to the update server? To check this, open you browser and type at the Address field upgrade.bitdefender.com. You should get the error Forbidden You don't have permission to access / on this server, which means that BitDefender should be able to connect. If you get this error, then it means it's a BitDefender related problem.

If you get some other error (something like Server not responding), then it means something else is blocking the access to the upgrade server, which means BitDefender itself doesn't have any problems. Instead you have some other firewall blocking the connection.

Cris.

Niels

Hi Mr. E

Sorry that I gave you the wrong link. But that is the only way if you want to receive updates when normal updates will not work. This is the correct link : http://kb.bitdefender.com/KB28-en--Manuall...-daily.zip.html How to use both. It's very good explained what you must do. The steps are reduced.

Could you also do this go to start,my computer press on the icon of your hard disc or partition where windows is installed on,windows,system 32,drivers,etc,hosts,double click on hosts,open with choose for wordpad MFC application and take a look if you find any reference to the Bitdefender updates servers. If you find such entry delete that entry. Save the file. Ohterwise it must be a problem with another firewall.

Regards

Niels

lacombe

First, thank you for your replies, Niels and Chris.

Despite my complaints, I did perform the manual update, but not exactly as Niels had said ;-) That brought my virus definitions up to date.

Just now, I took the suggestion from Chris and entered upgrade.bitdefender.com into my browser address bar and got the Forbidden message, so it's not my firewall or another program blocking access.

I will also take the advice about loading the weekly.exe update, until I get my updater fixed. I'm optimistic, eh?

BUT, the biggest problem I see with BitDefender is not getting it to function (by wasting my time with manual fixes), it's the VERY POOR support I have received so far. There is not much hope for this company if things don't improve dramatically.

Finally, even though I have managed to force BD 10 to work by following the directions for manual update, I think you guys are out of touch with the level of computer sophistication among folks like me -- real computer users in the business world. I don't think one person out of twenty among my colleagues would have had the patience (or confidence) to follow those instructions.

I think my next computer will be a Mac.

Niels

Hi Mr. E

The only problem with weekly is that only at the end of the week you can download one packet. If you download cumulative than you have more updates for installation instructions see the link in my second post. Here are the steps that you have to do in the normal version :

Windows NT 4, Windows 2000, Windows XP

Follow these steps to update the virus definitions:

1. Download the appropriate update.

For a first-time update download cumulative.zip, while for subsequent updates download daily.zip. Save the archive to the disk instead of opening it from the web.

2. Stop BitDefender antivirus protection.

1. Exit BitDefender management console.

Right-click BitDefender's icon in System Tray and select Exit.

2. Open Services.

Click Start, then Control Panel, double-click Administrative Tools and click Services.

3. Stop BitDefender Virus Shield service.

Select BitDefender Virus Shield service from the list and press Stop the service.

4. Stop BitDefender Scan Server service.

Select BitDefender Scan Server service from the list and press Stop the service.

3. Extract the archive content.

Start with cumulative.zip when both update archives are available. Extract the content in the folder

C:Program FilesCommon FilesSoftwinBitDefender Scan ServerPlugins

and accept overwriting existing files.

4. Restart BitDefender antivirus protection.

1. Return to Services.

2. Start BitDefender Scan Server service.

Select BitDefender Scan Server service from the list and press Start the service.

3. Start BitDefender Virus Shield service.

Select BitDefender Virus Shield service from the list and press Start the service.

4. Open BitDefender management console.

Did you also check your hosts files? For instructions look at my previous post.

Regards

Niels

lacombe

Did you also check your hosts files? For instructions look at my previous post.

Hi Niels,

Yes, I checked the hosts files -- nothing there about BitDefender.

It's now been almost two weeks since I've been unable to do automatic updates and the "support" people have not sent me any support. Almost a week ago, I sent the files they asked for but then they've been silent. What does it take to get someone to fix my software?

Should I try to delete my current files and do a fresh download and install?

I'm not a software expert and I'm getting very frustrated with the total lack of help I've received. In my opinion, BitDefender cannot claim to offer support for its product.

Niels

Hello

Download this : http://www.bitdefender.com/uninstall and let it run.

Here you can download the latest installer:

http://download.bitdefender.com/windows/de...ntivirus/final/ (BitDefender Antivirus)

You have to double click on the folder of your language.

Did you install any other security programs when the problem occurred? Which firewall are you using?

Because when I read your first post you have the version without firewall.

Regards

Niels

lacombe

Did you install any other security programs when the problem occurred? Which firewall are you using?

Because when I read your first post you have the version without firewall.

I have been using COMODO Firewall Pro for several months now, but the problem with BitDefender updates didn't begin until earlier this month. COMODO is supposed to be more secure than ZoneAlarm, which I was using before. In January of 2007, I purchased BitDefender Anti-virus v10 to replace AVG. I did this because I wanted stronger security, but I am now having regrets.

When I have time, I will try your suggestions with uninstall, download and reinstall.

By the way, I'm still getting stupid (repeated and already tried) suggestions rather than any real help from the folks at BitDefender "support" ...but at least I am getting some sort of contact now! It's better than silence.

Thanks for your help, Niels.

Niels

Hello Mr .E

It could be that during an update of commodo now blocks access to the update servers of BitDefender or blocks the update process. Check that also. You have to allow this X:\Program Files\Common Files\Softwin\BitDefender Update Service\livesrv.exe (change x by the letter of your hard drive or partition where windows is installed on). That must be allowed to receive updates.

Regards

Niels

lacombe

I've checked Comodo firewall already (and just checked again) to verify that all BitDefender componants are allowed to access to the internet. That's not the problem.

I can find livesrv.exe in the folder you mentioned, but I don't know how to make the change you suggest.

Niels

Mr. E

Press Add a New Allowed /Trusted application link

Now a dialogue box will appear now press on browse and navigate to X:\Program Files\Common Files\Softwin\BitDefender Update Service\livesrv.exe check also specify the parent application press on ok.

Have you done that also for vsserv.exe and bdss.exe ? If not do the same as how you allowed livesrv.exe

Check also the live.ini file. Take a look at the section: Advanced Options panel implementation

Normally you must find these entries (but you have changed the update servers but for the rest the values must be the same):

EDIT: I did not post the entries where nothing was entered. You have only to check the values of the entries that I posted.

UpdateLocation1 = http://upgrade.bitdefender.com/

UseProxy1 = 0

UpdateLocation2 = http://upgrade.bitdefender.com/

UseProxy2 = 0

ManualSilent = 1

ManualAsk = 0

AutomaticUpdate = 1

AutomaticSilent = 1

AutomaticAskBeforeDownload = 0

AutomaticAskBeforeInstall = 0

DontUpdateIfScan = 1

Serv0000 = vsserv.exe

Serv0001 = bdss.exe

Serv0002 = livesrv.exe

ServSig0000 = vsserv.exe

ServSig0001 = bdss.exe

Regards

Niels

lacombe

EDIT: I did not post the entries where nothing was entered. You have only to check the values of the entries that I posted.

I'm not sure what this line above is referring to. I didn't see any blank entries posted by you. (???)

As for the allowed programs on my COMODO Firewall Pro, I checked all of the ones you listed and the only one I had to add manually was bdss.exe Now that I've added it, do I need to reboot?

lacombe

It worked!!! Thank you Niels!!!

I hope you are getting paid to provide this help, because for the past two weeks BitDefender "support" has not had a clue how to help me. You asked good questions, gave me useful suggestions, and found the solution. The folks at BitDefender "support" hardly even answered my emails. <img class= " />

I hope you know how much this means to have my anti-virus updates working again.

You are THE man!

Niels

Mr. E

Maybe it wasn't very clear but I want to warn you that you don't delete the entries I didn't post in the live.ini file.That was what I meant with I did not post the entries where nothing was entered. You have only to check the values of the entries that I posted. Because they are necessary for the good working of the updates.

Glad to hear that it worked. I am only a volunteer.

Regards

Niels

lacombe

Niels,

I guess I should have been clearer myself.

What fixed the problem with my BitDefender updates was adding bdss.exe to the list of BD componants that COMODO Firewall Pro allows to access the internet. Somehow, even though BD Updates worked fine from January until early June, bdss.exe was missing from the list when I checked yesterday.

By the way, I did not change any entries in the live.ini file.

Thank you again!

Niels

Mr. E

That could sometimes happen when there was an commodo update. I can't think about another explanation.

Livesvr as the other processes are all used during the update process. So as you can see in the live.ini file.

If it worked than you indeed don't have to change any of the values. But that are the default values.

Regards

Niels