How come Bitdefender didn't catch/flag this?

Happened when the person was on Facebook. It was a persistent mess. Just popped up, didn't click on anything to open it. Powering off did not close it, it came up right back to the same screen after power on. Pretty much disabled all the usual stuff, cntrl,alt,del etc. Finally got it to close by switching tabs and could then close that tab it was on. Then rebooted, ran a scan and found nothing. Had not seen anything that nasty before.

Best Answers

  • Gjoksi
    Gjoksi DEFENDER OF THE YEAR 2022 / DEFENDER OF THE MONTH ✭✭✭✭✭
    Answer ✓

    Hello.

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

    Restart your PC and see if the issue persists.

    If that didn't help, do the following:

    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 log file on your Windows device using BDsysLog, 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 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:

    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.

  • Alexandru_BD
    Alexandru_BD admin
    Answer ✓

    Hello,

    It's a fake virus infection pop-up. This why the scan didn' find anything. It's basically a scam, if you call that number they will ask for personal data and even attempt to install malicious software on your device, while claiming they can remove the infection. May ask for payment as well.

    Premium Security & Bitdefender Endpoint Security Tools user

  • Thank you Gentlemen! Both are correct and had I needed to continue disinfection that is exactly what I would have done. I have seen fake infection pop ups before but this one was much more persistent then the usual ones, more like its own infection. The others could be closed in the usual manner, this one survived rebooting etc. as I mentioned. A more casual user might have seen no way to proceed except to fall into the trap.

    I would hope BD would take note and provide a fix for that kind of pop up.