Rescue Environment does not work

Raptor88 · 2023-04-12T07:28:20+00:00

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Just installed paid for Bitdefender Total security on my Win10 PC.

The rescue environment will not run.

A few times when I clicked "Open" for the rescue environment, there was a spinning circle. After the spinning circle ended, there's a popup that says "You must restart your device in order to boot in rescue environment". I click the Restart button but nothing happens.

Most times when I click "Open" for the rescue environment, there's no spinning circle. I click the Restart button but nothing happens.

The Quick and System scans work OK.

How can I get the Rescue Environment scan to work?

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Gjoksi

Hello.

Just did a test on my laptop and the Rescue Environment works fine.

Edition: Windows 10 Pro 64-bit with latest available updates installed

Version: 22H2

OS build: 19045.2788

Experience: Windows Feature Experience Pack 120.2212.4190.0

So, do the steps below.

-- 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

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

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

Hello,

Rescue Environment is a Bitdefender feature that allows you to scan and remove stubborn threats that cannot be eliminated while the operating system is running. When Bitdefender detects a threat that cannot be removed, it will prompt you to reboot the computer in Rescue Environment for clean-up and restoration. This can be done by simply clicking REBOOT IN RESCUE ENVIRONMENT at the end of the scan.

The computer will automatically restart in Rescue Environment and will begin scanning your computer for viruses and all other types of malware. Once the scan is completed, Bitdefender will remove the infection.

Of course, you should also be able to enter Rescue Environment manually from the Bitdefender interface.

If Quick Scan and System Scan work as expected, then I wouldn't worry too much..

I can't tell for sure what is causing the behavior you have encountered, thus I would also recommend contacting our Support Teams for a more in-depth investigation.

Regards

Raptor88

Gjoksi,

Thank you very much for your in-depth reply including your Win10 build level. My tower PC is running Win10, 22H2, Build 19045.2846.

I will try your suggestions and report the results. Thanks!

Raptor88

https://community.bitdefender.com/en/discussion/comment/323481#Comment_323481

Thanks for your response. I'll give Gjoksi's suggestions a try. If unsuccessful, I'll contact Bitdefender's support team per your suggestion. Thanks!

Raptor88

https://community.bitdefender.com/en/discussion/comment/323492#Comment_323492

Gjoksi,

I tried step's 1 and 2. Even with a full deinstall and reinstall, the rescue environment restart still does not work. It does nothing.

I'm going to try more things and if still unsuccessful, I'll contact Bitdefender support. I see that my problem has been reported in the past and unfortunately can still happen.

Alexandru_BD

Hi @Raptor88,

Thanks for following up and for sharing your findings with us.

Well, it seems that the final option would be to get in touch with the Support Teams, so they can gather some logs from the device for further troubleshooting. We tried to help as far as we could on the forum..

Regards