Update Failing

Takend

Hi, I just looked at my dashboard recommendations to realize there was an update. I clicked install and after being stuck on 80% for a while, I got an error message (screenshot below). I'm currently retrying but I am stuck at 80% again. Does anyone know a fix? Also, I no longer see the update banner in the dashboard but the error notification has a retry button.

Another thing: When the update starts, the update downloader and stuff starts using resources in task manager but once it gets stuck, it barely uses any resources.

Edit: The update failed again.

Gjoksi

Hello.

-- STEP 1 --

Repair Bitdefender, by following these steps:

https://www.bitdefender.com/consumer/support/answer/13429/

-- STEP 2 --

If the instructions from Step 1 didn't help, uninstall the Bitdefender program using the Uninstall Tool:

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

or

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

It will completely remove the program.

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

-- STEP 3 --

If the instructions from Step 2 didn't help, follow the instructions in this step.

First, take screenshot(s) of the issue,

create a log file on your Windows device using Bitdefender Support Tool, by following these steps:

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

and

create a connectivity log file, by following these steps:

https://www.bitdefender.com/consumer/support/answer/9689/

Next, contact Bitdefender Consumer Support by e-mail:

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

or

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 files you already created.

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 files will help a lot to the support engineers for better and faster investigation on your issue and finding a solution.

Regards.

Takend

https://community.bitdefender.com/en/discussion/comment/317016#Comment_317016

Hi, I tried step 1 which changed the engine version to 7.92906 instead of the previous 7.92996 which I'm not sure if that's good. Right after it installed, I got the same update error and I made a support ticket a while ago so I think I will wait for that. Reinstalling also gave me a vpn app I can't open so I also deleted that.

Gjoksi

@Alexandru_BD Kindly check on this. Thanks.

@Takend Wait for @Alexandru_BD's reply. Thanks.

Kind regards.

Alexandru_BD

Hello @Takend,

If you click on Update in system tray does the update succeed?

In order for Bitdefender to update the computer must be connected to the Internet. This may have been a temporary connectivity issue, judging by the message accompanying the error code. Bitdefender updates as soon as it manages to successfully download the update files.

Other steps to consider:

Try to update again at a later time.

Restart the PC then check if the update succeeds.

Connect the PC to another network:

If the update is successful on other networks, the issue is with the default network configuration. Try changing the DNS and disabling 3rd party firewall programs.

If the update error persists on other networks as well, uninstall and reinstall Bitdefender.

If Bitdefender still fails to perform updates, contact Bitdefender support by following the instructions provided by @Gjoksi above.

Let us know how it goes.

Regards