Virus Detection

Christian Paul

Good day, I accidentally installed a virus on my pc. Then Bit Defender blocks it but it is already installed. Then Bit Defender said to clean my pc it should be restarted. While restarting my pc, it says that Bit defender is cleaning your pc. Then after that there's a message " Please contact bit defender to clean your pc. When my pc rebooted, I full scan my pc and i says its protected and clean. I also run the back up or clean infected files on my pc but it says its clean. I'm just wondering if it is already clean of there's another way that Bit Defender will clean my PC manually since the message is contact bit defender.

Thank you

Gjoksi

Hello.

Scan (and disinfect, if needed) your PC with Bitdefender Rescue Environment:

https://www.bitdefender.com/consumer/support/answer/29132/

You could also follow the steps below.

First, take screenshot(s) of the issue,

create a log file on your Windows device using Bitdefender Support Tool, by following these steps:

https://www.bitdefender.com/consumer/support/answer/1733/

and

create a log file on your Windows device using BDsysLog, by following these steps:

https://www.bitdefender.com/consumer/support/answer/1922/

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 files 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 files will help a lot to the support engineers for better and faster investigation on your issue and finding a solution.

NOTE: If any of the log file is larger than 25MB, you can upload the log file here:

https://upload.bitdefender.net/

After the upload is done, you will get a notification with the file's URL and then you can share the file's URL with the Bitdefender Consumer Support.

Regards.