Can No Longer Right-Click And Scan Chosen File Or Files. Any Help?

MrBubba · 2022-11-21T01:15:53+00:00

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I used to be able to right-click in Win 11 and choose BitDefender, then Scan with BitDefender. The right-click menu choice is still there, but when I select it BitDefender does not appear and nothing happens. Short of uninstalling and reinstalling BitDefender, anyone know how to fix this?

Thank you.

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Gjoksi

Hello.

Check out this comment:

https://community.bitdefender.com/en/discussion/comment/318160#Comment_318160

It seems that it is a bug in Bitdefender program on Windows 11.

Please, do the following steps:

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

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 @Mike_BD

This is a second user that complains about the same issue. Kindly check it. Thanks.

Alexandru_BD

Hi @MrBubba,

I was informed that our Support Teams received an inquiry regarding this recently. Kindly get in touch with the engineers using the above link, as they are currently gathering information on this.

If possible, please share your findings with us, as this could help other members as well.

Thank you

MrBubba

I started the Support Tool, but cannot locate the resulting Support Tool log on my desktop when completed. However, I have attached 2 print screens in a single Adobe attached file, the first showing that BitDefender does not appear in the right-click shortcut menu, and the second where it does appear in the right-click shortcut menu. When selecting the BitDefender, then selecting BitDefender\Scan with Bitdender nothing happens.

Question 1: Where is the Support Tool Log located?

Question 2: What is my ticket number?

Thank you,

Andrei Ragoza

wookiemindtrix

I'm also having the same issue. This is also occurring with the File Shredder option when right-clicking as well.

Alexandru_BD

Hi,

The SPT appears on the desktop of the admin account with which the tool was run. If you are not using an admin account, it will not show. On Windows 10 for example, the contextual menu is displayed when right clicking on "this pc". Unsure why it's not being displayed for you on Windows 11.. I think it's best to have the engineers check this.

The ticket number will be generated automatically after you select the e-mail contact channel and fill the contact form. I have located your ticket number and I noticed that one of the engineers responded 11 hours ago. Kindly check your inbox and follow the instructions presented in their reply. If you can't locate their response in your inbox, make sure to check the spam folder as well, I've noticed that sometimes the replies might end up there.

Let us know how it goes.

Regards

symbi

I have the exact same issue. Win11 and BD. Did anyone hear back from BD?

stennis

Any updates on this? I am also experiencing this issue.

Windows 11 Pro - Version 10.0.22631 Build 22631

Flexx

https://community.bitdefender.com/en/discussion/comment/335512#Comment_335512

Have a look at below stated link

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

If the issue persists, kindly contact Bitdefender support by visiting https://www.bitdefender.com/consumer/support/. Depending on the product you've selected and the type of issue you're facing, you can get in touch with a support representative via email, chat, or phone.

If you choose email, you will receive a ticket number in your registered email. Kindly generate and attach the following logs to the ticket number you received on your registered email:

Generate Bitdefender BDsysLog: https://www.bitdefender.com/consumer/support/answer/1922/

Generate Bitdefender Support Tool Log: https://www.bitdefender.com/consumer/support/answer/1733/

Generate Bitdefender Connectivity Log: https://www.bitdefender.com/consumer/support/answer/9689/

If the generated logs are larger than 25 MB, which is the attachment limit for most email vendors, you can upload the logs to https://upload.bitdefender.net/ and share the link with the support team.

Regards