installing bitdefender virusprotect seems to have broken an HP Pavilion laptop

donpuredrop · 2023-02-19T18:58:47+00:00

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donpuredrop

After installing bitdefender CPU was running at 100%

Task manager continuously showed a windows update running

so following advice on this site - I uninstalled bitdefender and the laptop screen now just strobes on startup

fan is running hard and screen is either blank or strobing

any ideas ?

thanks

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Scott

Hi @donpuredrop

I'm sorry to hear about this situation. I'm not sure @Alexandru_BD or @Mike_BD can help you here tomorrow with this one, as it sounds like it's something next-level support may have to look into. Chat can be the quickest way to get things going.

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

Regards

Scott

Flexx

Generate bitdefender support tool logs: https://www.bitdefender.com/consumer/support/answer/1733/ (choose generate a support tool log when Bitdefender is not installed)

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

Scott

https://community.bitdefender.com/en/discussion/comment/321372#Comment_321372

Apologies on my end, my friend, but the user may not be able to collect, generate logs on a device that isn't functioning, that the screen is blank or strobing? They may be using a different device to contact support?

Kind regards,

Scott

Alexandru_BD

Hi @donpuredrop,

First thing to check is if the laptop meets the minimum system requirements to install Bitdefender and the second thing to check would be if there are any other security solutions installed on the device. Then, since the device cannot be rebooted, my best advice would be to contact the Support Teams for further instructions and troubleshooting steps to take, as suggested above.

We won't be able to resolve this on the forum, because we cannot collect logs from the device and we don't know its configuration, nor if Bitdefender installed successfully and if any errors are present..

Regards

Scott

https://community.bitdefender.com/en/discussion/comment/321394#Comment_321394

A good point that could and sometimes be easily overlooked, the minimum requirements. Granted, in this day and age, we all probably meet those, but just in case :)

https://www.bitdefender.com/consumer/support/answer/9671/

Scott

Flexx

https://community.bitdefender.com/en/discussion/comment/321380#Comment_321380

Ohh! thanks mate @Scott, I forgot to remember that his screen was either blank or strobing.

Regards