I have a Bitdefender Antivirus Plus subscription, But I cannot see any text. Help!

BeSo

Gjoksi

Hello.

-- STEP 1 --

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 issues.

-- 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:

https://community.bitdefender.com/en/discussion/91918/bitdefender-websites-and-bitdefender-consumer-support-contacts

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

In addition to what @Gjoksi wrote, I would recommend to update the video drivers and contact the Support Teams if the issue is not corrected afterwards.

Regards

BeSo

Thank you very much for your responses. Unfortunately the advice above has not resolved the issue. Have logged a ticket with the support team and will hopefully have the problem resolved soon.

Gjoksi

@BeSo

Also, you could write here the ticket number, so @Alexandru_BD (he works at Bitdefender) could set the ticket to high priority.

Or you can simply PM him.

Regards.

BeSo

Many thanks, @Gjoksi - support has my ticket - will give them a chance to respond and then move onto your connection request, if not resolved soon.

Flexx

https://community.bitdefender.com/en/discussion/92508/i-have-a-bitdefender-antivirus-plus-subscription-but-i-cannot-see-any-text-help

Kindly perform below steps & see if this helps you in anyway.

1) Uninstall the bitdefender product with add/ remove programs option in windows

2) To remove the remaining files download and run Bitdefender product uninstaller (https://www.bitdefender.com/files/KnowledgeBase/file/Bitdefender_2022_Uninstall_Tool.exe)

3) Restart PC in safe mode (https://support.microsoft.com/en-us/windows/start-your-pc-in-safe-mode-in-windows-92c27cff-db89-8644-1ce4-b3e5e56fe234)

4) As soon as desktop opens, assuming your windows drive is C, open below things in run (windows icon + R) command one by one :

C:\Program Files (delete any folder with name bitdefender)

C:\Program Files (x86) (delete any folder with name bitdefender)

C:\ProgramData (delete any folder with name bitdefender)

C:\Users\{your pc name}\AppData\Local (delete any folder with name bitdefender)

5) Open run command again and run below command one by one :

temp ,delete all the files in the folder

%temp% ,delete all the files in folder

prefetch ,delete all the files in folder

6) Open registry editor through run command (windows icon + R) and then type regedit. Once registry editor opens, click on edit -> find, make sure to tick mark match whole strings only. Type bitdefender in search box and click find next. If any file or folder under name of bitdefender is found, delete it. Continue searching the registry and deleting until the search will report no registry keys found.

7) Restart your PC in general mode by unticking the option that you selected to run the system in safe mode and then click apply.

8) Remove devices from online bitdefender central (https://www.bitdefender.com/consumer/support/answer/2795/)

9) Download online installer for Bitdefender Antivirus Plus: https://download.bitdefender.com/windows/installer/en-us/bitdefender_antivirus.exe

Once your respective bitdefender product is installed, a bitdefender dialogue box will open where you will need to login with your registered bitdefender online central details and after a successful login, your product will be synchronized with your online bitdefender central account. Henceforth, your product will get registered & activated with online bitdefender central automatically.

If issue persists,

Generate bitdefender support tool logs (https://www.bitdefender.com/consumer/support/answer/1733/)

Generate bitdefender connectivity logs (https://www.bitdefender.com/consumer/support/answer/9689/)

Share the logs & your query with bitdefender support team by dropping them an email at bitsy@bitdefender.com

The support team will reply back to your query within next 24-48 hours excluding weekends.

Regards

Alexandru_BD

@BeSo your ticket has been escalated from Tier 1 to Tier 2 and it's pending a response from the engineers.

@Irisfoster kindly follow the same procedure described above and get in touch with the Support Teams for further assistance, as more information from the machine is required for troubleshooting.

Thank you for your patience and understanding.

Regards

BeSo

@Alexandru_BD , @mrmirakhur @Gjoksi

I have followed the steps as per @Alexandru_BD , but once I am in Safe Mode, all I get is a black screen, The only thing I can see is my cursor. The only Modal I am able to launch is the [Task Manager] window.

That's it.

As explained in my original log, the missing text was BitDefender specific. But now Safe Mode has the same issue.

I do appreciate all the assistance I am getting from this community. Thank you very much. Glad this has been escalated to Tier 2 with the support team.

I am open to doing a remote/team view if necessary, if that will help the support/dev tea., as I see I am not the only one with this problem.

Scott

Hi @BeSo

In safe mode your screen will be black, right click anywhere on your desktop and enable show desktop icons. You should have the Taskbar? Otherwise, make sure your Taskbar isn't hidden, try the Control key plus Escape. Also, the windows key plus R will give you the Run program. Let us know if any of this helped.

Scott

Alexandru_BD

Hello,

Just following up on this topic, it seems that our Support Teams have received several reports as well and the issue is now being investigated by the developers. This issue only seems to affect Windows 8.1, however, there has been a similar report on Windows 7, where the issue is only partially present and some text is affected.

The VPN interface is not affected.

Gjoksi

@Alexandru_BD

I use Windows 8.1 Pro 64-bit with the latest updates available installed and Total Security and don't have any problem with the GUI of the program.

Actually, never had any problem with the program's interface while i was using Windows 7 Ultimate 64-bit and now while using Windows 8.1 Pro 64-bit.

Regards.

Alexandru_BD

We didn't encounter issues on windows 8 during testing either, but I think that even in the case of the affected users, the problem is related to GPU drivers (it's an incompatibility). This driver is essentially software that handles communication between Windows and applications and the graphics card component. As the reports are isolated and not encountered by a mass of users, I suspect this is the culprit.

Flexx

https://community.bitdefender.com/en/discussion/comment/312921#Comment_312921

Well, if you are able to access your PC in general mode you can execute the requested steps, booting in safe mode is not necessary.

Regards