system freeze on full scan

YazidOlayan

hi

I have noticed that when I do a full system scan

after sometime while scan is still running my system will freeze and I can't do anything except for force shutdown (taking the power plug out or I will keep pressing the button in the case)

and during the scan I'm not utilizing my pc for anything else

any one face the same problem and have a solution ?

Gjoksi

Hello.

-- STEP 1 --

First, uninstall the Bitdefender program using the Uninstall Tool:

https://www.bitdefender.com/links/uninstall_consumer_paid.html

It will completely remove the program.

Next, reinstall Bitdefender from your Bitdefender Central account and see if the issue has been resolved, as reinstalling the program usually solves the issue.

-- STEP 2 --

If the instructions from Step 1 didn't help, follow the instructions in this step.

First, take screenshot(s) of the issue and create a log file on your Windows device using Bitdefender Support Tool, by following these steps:

https://www.bitdefender.com/consumer/support/answer/1733/

Next, contact Bitdefender Consumer Support by e-mail here (scroll down to the bottom of the page):

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

with short description of the issue.

After that, you will get an automated reply by the Bitdefender Customer Care Team, with your ticket number.

Now, in reply to that automated reply, you can send the screenshot(s) you already took and the log file you already created in the first step.

Since you are all done, just wait for the support engineers to investigate your issue and find a solution to fix the issue.

Remember that the screenshot(s) and the log file will help a lot to the support engineers for better and faster investigation on your issue and finding a solution.

Regards.

Alexandru_BD

Hello @YazidOlayan,

Does the system freeze at the same point during the scan (such as scanning a particular file/folder)?

Do you have any other security solutions installed on the device?

Regards