Checking For Updates: Stuck At 0%. Any Help?

UTMike

Hi there -- I have been using Bitdefender for years now and haven't run into this problem before. My last update for virus protection was 30 January (per the notifications information). When clicking on the Update Now button available on that update recommendation screen, it stays on the 0% screen forever. I have tried on multiple days over the past week, including leaving it up for multiple hours. I did a full system scan with no negative results found. This is on my Windows 10 Dell PC system. I do not see any odd messages in my notifications with regard to any error notifications when attempting to update.

Just to check, I ran the update on my Surface Pro with no problems downloading an update today. I know I have internet on the PC, since I have been working on it all day.

What is recommended as next steps to troubleshoot? Thanks in advance!

Flexx

https://community.bitdefender.com/en/discussion/95014/checking-for-updates-stuck-at-0

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 your respective bitdefender product from below stated links

Bitdefender Antivirus Plus: https://download.bitdefender.com/windows/installer/en-us/bitdefender_antivirus.exe

Bitdefender Internet Security: https://download.bitdefender.com/windows/installer/en-us/bitdefender_isecurity.exe

Bitdefender Total Security: https://download.bitdefender.com/windows/installer/en-us/bitdefender_tsecurity.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 BDsysLog: https://www.bitdefender.com/consumer/support/answer/1922/

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

Flexx

https://community.bitdefender.com/en/discussion/comment/321019#Comment_321019

In step 4 you will have to navigate to those particular path and if you see any folder named bitdefender under those path, then you will have to delete those folder. Remember that proper deletion of folder will happen in safe mode only.

In step 5 the commands will delete the temporary windows file from your pc which are useless files that are not needed by windows.

Alternatively you can try and repair bitdefender by following the steps in the below stated link provided by bitdefender support.

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

Regards

UTMike

Thank you all. Flexx's recommendation to use the link provided by bitdefender support.

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

which was an easier method to try first and it did the trick. Thank you again!

dvsls

Do you have an error code in product notifications related to update module? What does it look like?

UTMike

Hi there. Thank you for the instructions. It looks a bit daunting to run commands I'm not familiar with and modify the registry, but I'll work my way through them. I did have questions between steps 4) and 5).

For Step 4) - I am assuming that by "open below things in run", do you mean I have to navigate to those particular folder/files and then delete any folders I find in them with the name bitdefender? Or do I type those folder file locations in the 'run" command and it will go there?

For Step 5) - you are saying that I should run temp, %temp%, and prefetch as commands in the run command box in whatever location I am at when that box opens up? I am not familiar with what those commands will do - hence my questions.

With regard to the second response from dvsls - there was no message in any of the notification areas in the GUI (All/Critical/Warning/Information) when I run the update. As mentioned, the last line item that had the update mentioned (successful message) was back in late January.

Alexandru_BD

Hello @UTMike,

Have you tried to right-click on the Bitdefender icon in the system tray and select Update Now?

Since no progress is shown and the update window displays the meter as stuck at 0%, I'm also thinking of the possibility of a 3rd party firewall blocking Bitdefender updates. If this is the case, try adding *.bitdefender.net and *.bitdefender.com to the 3rd party firewall's exclusions list. This means that any URL ending in .bitdefender.net will be excluded.

The update can also fail due to a network connectivity issue. Bitdefender updates as soon as it manages to successfully download the update files.

If all the steps provided on this thread do not solve the issue, then it's a task for the Support engineers to tackle and I would strongly recommend contacting them for a more in-depth investigation of the machine.

Regards