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update error
hello, my friends.
I have update problem and need your help.
my win10 laptop installed 'bitdefender total security', and it got update error for days.
”update error... please check your internet connection and try again."
I tried update it with or without an VPN, all failed.
The weird thing is under the same WIFI network at my home, my macbook which installed 'bitdefender antivirus for mac' has no update problem, 'update completed successfully' evey 10 hours without VPN.
Answers
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Hello.
Follow the steps from this article:
If that didn't help, do the steps below.
-- STEP 1 --
Repair Bitdefender, by following these steps:
-- STEP 2 --
If the instructions from Step 1 didn't help, uninstall the Bitdefender program using the Uninstall Tool:
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:
and
create a connectivity log file, by following these steps:
Next, contact Bitdefender Consumer Support by e-mail:
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.
1 -
Hello, Gjoksi. Thanks for the help.
I followed the Reinstall method you mentioned.
After restarting my laptop, I got this
Still, 'check your internet connection and try again'.
Then I don't know what to do. So I went to Bitdefender Central and removed my device (this laptop), trying to 'Add a new device' (this laptop).
You see, I have no connection problem about visiting Bitdefender Central website and downloading the installer.
BUT, when I was running the installer, I got the SAME picture telling me 'check your internet connection'.
Now I don't and can't have Bitdefender on my laptop....
please help me.
0 -
Hello, Gjoksi. Thanks for the help.
I followed the Reinstall method you mentioned.
After restarting my laptop, I got this
Still, 'check your internet connection and try again'.
Then I don't know what to do. So I went to Bitdefender Central and removed my device (this laptop), trying to 'add a new device' (this laptop).
You see, I have no connection problem when visiting the Bitdefender Central website and downloading the installer.
BUT, when I was running the installer, I got the SAME picture telling me to check your internet connection'.
Now I don't and can't have Bitdefender on my laptop.
Please help me.
1 -
Hello @Timothy1024,
Restart your PC and then right click on the Bitdefender icon in the System Tray and select Update Now once again. If this doesn't return the desired result, click on the Notifications button from the left menu and select All. Check for update error codes and tell us if you can find any.
In order for Bitdefender to update the computer must be connected to the Internet. Bitdefender updates as soon as it manages to successfully download the update files. In the event no network issues can be found, a 3rd party firewall might be blocking Bitdefender updates. If this is the case, add .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.
You can also try to update Bitdefender’s threat definitions offline by following the steps described in this article:
In the event the situation persists, kindly contact the Support teams for further assistance using the link below:
https://www.bitdefender.com/consumer/support/help/
Let us know how it goes.
Regards,
Alex
Premium Security & Bitdefender Endpoint Security Tools user
1 -
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.
Also, if you are installing bitdefender total security, the offline/standalone installer can be downloaded from below stated links
32 bit: https://download.bitdefender.com/windows/desktop/connect/cl/2022/all/bitdefender_ts_26_32b.exe
64 bit: https://download.bitdefender.com/windows/desktop/connect/cl/2022/all/bitdefender_ts_26_64b.exe
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
If the generated logs are larger in size, you can upload the logs to google drive or we.tl (7days link validity for free users) or ask the support team to provide you with the online link & password of bitdefender cloud where you can upload the logs and share the upload link with the support team.
The support team will reply back to your query within next 24-48 hours excluding weekends.
Regards
Life happens, Coffee helps!
Show your Attitude, when you reach that Altitude!
Bitdefender Ultimate Security Plus (user)
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Hello @Alexandru_BD and @Flexx，
I reinstalled it successfully from this link @Flexx give me : 64-bit: https://download.bitdefender.com/windows/desktop/connect/cl/2022/all/bitdefender_ts_26_64b.exe
but still have update error, error code -1002
I am using the same laptop to write this comment and download the 605M installer, so I don't have an internet connection problem.
Please help me.
1 -
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
If the generated logs are larger in size, you can upload the logs to google drive or we.tl (7days link validity for free users) or ask the support team to provide you with the online link & password of bitdefender cloud where you can upload the logs and share the upload link with the support team.
The support team will reply back to your query within next 24-48 hours excluding weekends.
Regards
Life happens, Coffee helps!
Show your Attitude, when you reach that Altitude!
Bitdefender Ultimate Security Plus (user)
1
