Why no scans or results?

U5e7_a3e

Why does'nt Bitdefender software start a scan from the antivirus area, show the active scan in progress and then show results and a logged outcome?

Scott

Hi @U5e7_a3e

It's easier to start a scan from the Dashboard, don't you think? You can go into the Protection/ AV open and start a scan from there. Make sure you don't have the scan minimized in the system tray. Taskbar settings/show icons/Bitdefender Antivirus Scanner. You can also see the scan running by looking at the Widget. If you stop a scan, or when it's finished, you will have the option to look at the log file, or in the Notifications area as well.

Maybe this quick little video will help. Click the scan .gif if the video isn't displayed below. edit: video removed, did not help to resolve the issue.

Kind regards,

Scott

U5e7_a3e

Scott, thank you for the reply, but I have tried the process from the Dashboard shown on the video many times in the last week (every day, different times of day, etc., and the scans do not start. They did run as expected until around a week, or so, ago. I have also tried to start a custom scan after entering the custom parameters available in the Antivirus area, but that didn't work, either. Nothing happens in my software at all, and it is like I didn't even try to run a scan. I have uninstalled all Bitdefender components and reinstalled them a couple of times, but the only scan that will run is the very first one that runs automatically and assesses the state of my computer when the installations are completed. Could there be some setting that needs to be changed in my software, either Bitdefender or Windows 11, that will allow these scans to proceed?

Scott

Hello @U5e7_a3e

Yes, it sounds a little more involved than I was thinking, so thanks for your follow-up post.

I know this looks a little daunting, but it has had some success here on the forum, otherwise, there are instructions at the end to submit support tool log files to BD support. If needed print this off, or have a different device open to follow the instructions while working on that PC, so here it goes:

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 your Central account.

If that didn’t resolve it, you need to follow the steps below to help trouble shoot this issue.

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 from this support link:

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

In that email let them know you have log files to submit, and to send you a separate link to send the files to them.

 The support team will reply back to your email within 24-48 hours excluding weekends.

Kind regards,

Scott

U5e7_a3e

Scott, thanks so much for this information. I stepped through all the items you listed and was amazed to see what was still on my computer after thinking that everything had been cleared during the re-installation of the software. Since I am not very technically advanced or computer literate, it took quite a while, but definitely cleared lots of unwanted/unneeded items. It did help a little, in that I was able to run the vulnerability scan afterwards and the quick scan which was scheduled to run at system startup, but not the other scans. However, this morning I accidentally right clicked on the Bitdefender shortcut and saw the second set of options. I right clicked again on the word Bitdefender, and realized that there are actually three ways to open the Bitdefender program:

1. Left click only on the Bitdefender shortcut.

2.Right click on the Bitdefender shortcut, then right click again on Bitdefender, then click on "Open".

3.Right click the Bitdefender shortcut, then right click again on Bitdefender, then click on "Run as administrator".

If I just click on the taskbar shortcut or the open option, I can only run the vulnerability scan. If I right click on Bitdefender twice and click "Run as administrator" I have full control to run all the scans, as in the past. This difference may be noted somewhere in the guide instructions, but I did not pick up on this very, very important difference after the re-installation, and it isn't visible/obvious in the shortcut. Anyway, thanks, again for your assistance and helping to clear old clutter. I hope that if I must re-install the software at some point in the future, I will remember that the option I need is NOT to left click on the Bitdefender shortcut, or right click, then click the "Open" option, but instead to RIGHT click on the Bitdefender shortcut, then RIGHT click on Bitdefender again that is within the shortcut options, then click on "Run as Administrator". The "Open" option doesn't show here on this print screen, but it is actually above the option "Run as administrator" on my screen:

Best regards! 😊