Issues with BD locking up Keyboard after scan

I have been using BD now for over six years and never once have dealt with this issue before.

Everytime my scan starts and I am not using my keyboard ( IE Watching movies/tv shows steaming) My Keyboard will no longer be responsive and I have to unplug and replug it back in. Same story when I get up in the morning and go to my PC, the keyboard is locked up and I have to unplug/replug it back in.

I have made sure scans were set to high and auto, along with testing this out on different systems in our hours ( Four other pc's with the same issues ) Different Keyboard, etc. When I uninstall BD and clear the reg for all of BD items and install a different kind of Internet Security program I don't have any of these issues at all. So this is on BD end and I am looking for a fix since my three years is up and I truly do not want to go to another IS program but I can not have this going on daily. I have done the full repair/reinstall along with uninstalling/reinstalling a fresh copy of BD and also windows with the same issues.

System Specs:

OS: Win 10 Pro 64bit

CPU: 10850K

MB: z490 Aorus Master

Memory: 128GB G.Skill DDR4 3200mhz

GPU: EVGA 3090Ti FTW 3 Ultra

Storage: two WD Black Nmve drives, one Blue SSD WD drive along with one Black WD HHD for mass storage of backup-s of all system drives.

All Software is up to date running the latest drivers, windows updates

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[Deleted User]

@IceWarrior431 ,

Welcome to the Bitdefender Forums. I have not seen any reports of this behaviour. Since you already tried a repair installation without success and the issue is not reproduced with another security solution, I think your best option is to contact Customer Support.

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

Please keep us posted. Good luck, and have a great day.

Regards,

Phil

Flexx

https://community.bitdefender.com/en/discussion/99340/issues-with-bd-locking-up-keyboard-after-scan

@camarie can you check on this.

Regards

camarie

This is not known to me. Is there a specific keyboard model? Logitech, perhaps?

IceWarrior431

https://community.bitdefender.com/en/discussion/comment/336931#Comment_336931

I have tried four different brands of keyboards to rule out not only their software needed but also the USB port for each. All Keyboards ( steelseries, corsair, asus and hyperx/kingston ) have done the exact samething once the scan starts and when it finishes. Also uninstalled all USB Drivers and updated them with current ones from motherboards website and still having the same issue.

camarie

So it appears is not keyboard specific driver-related. I have to admit that is something that we should try to reproduce first (or at least attempt) to get more details.

Did you open a support ticket, in order to track it down with the support guys and get, perhaps, submitted log files, error log events and such things in order to understand, if possible, what went wrong?

Flexx

https://community.bitdefender.com/en/discussion/comment/336932#Comment_336932

https://community.bitdefender.com/en/discussion/comment/336935#Comment_336935

So as @camarie said

Kindly contact Bitdefender support by visiting https://www.bitdefender.com/consumer/support/.

Depending on your selected product and the type of issue you're facing, you can reach a support representative via email, chat, or phone.

If you choose email support, you will receive a ticket number in your registered email. Kindly generate and attach the following logs to the ticket:

Generate Bitdefender BDsysLog: https://www.bitdefender.com/consumer/support/answer/1922/

Generate Bitdefender Support Tool Log: https://www.bitdefender.com/consumer/support/answer/1733/

Generate Bitdefender Connectivity Log: https://www.bitdefender.com/consumer/support/answer/9689/

If the generated logs are larger than 25 MB, which is the attachment limit for most email vendors, you can upload the logs to https://upload.bitdefender.net/ and share the link with the support team.

Regards

Alexandru_BD

Hi,

That's unusual... theoretically, I think it's possible for the antivirus to interfere with the keyboard, although this is the first time I hear someone encountering this. In some cases (really rare cases), if the antivirus detects what it believes to be a malicious activity associated with keyboard input or keyboard-related processes, it might attempt to block or restrict those activities.

When contacting the Support teams, make sure to let them know the model of the keyboard, what type it is (wired, wireless) and what other types of keyboards you tried (wired/wireless).

And please do let us know what they find there, I'm very curious and I think we all are, to find out what security module was actually causing this, if the antivirus was indeed the culprit.

Regards,

Alex

IceWarrior431

Sorry for not updating on this issue but this is what has gone on to this date:

If I uninstall BD and use another AV program I do not get this issue. Sometimes I will come to my pc in the morning and find my mouse which is a HyperX is glowing RGB colors even though the System is turned off. It never did this until This whole issue with the Keyboard and now the mouse.

Again all issues go away once bitdefender is 110% completely removed from my system. I have also built a new system since then and still have the same issues but on a new MB, CPU, RAM and Power Supply.

Not sure where to go with this one… :(

camarie

This is a wild guess, but it might have to do with USB power management. That is, if the keyboard is USB.
Can you check if going in Power options (Control Panel\All Control Panel Items\Power Options) and then click on Change plan settings for your active plan, then again on Change advanced power settings and on USB Settings/USB selective suspend settings check if is on anything else than Disabled. It might be a chance that system is considering to suspend some of the USB devices when a non-trivial consuming operation like scan leads Windows to do this to conserve resources.
(There might be also other power settings, including keyboard device driver own settings involved, but that, obviously, is not something I can indicate to be a cause, just thinking of).

Can you try to see if changing USB selective suspend to Disabled might solve the issue? Note the current setting value just in case you need to restore it back.

IceWarrior431

Thank you for the tips and advise. I had already done those things and still had the same issue. All keyboards and Mice used are directly plugged into the USB ports. I even changed USB ports on my old and new system with the same issue. I took bitdefender off both systems and not once have I had any issues with any keyboards or mice locking up. Sadly this is doing the same thing to my wife's pc until I removed bitdefender and put something else on. I even told bitdefender to not auto scan any USB or drives plugged into to see if that would work and still had the same issue. Once BD was off the PCs, never had the issue. Wish I could help more but at this point I have been using another program for my internet security and not once have I had any issues like I had with BitDefender which is sad because I have been running BD for over nine years and this is the first time an issue has popped up but when it locks up items it takes away from the time needed to do things.

camarie

Even if you had to replace us with another program, I am still interested on more details. Can you tell me if
1. the system a workstation PC-like (which I assume from the rather powerful specs), or a laptop?
2. if is a laptop, is it on battery, or on power cord?
3. did you opened by chance a support ticket? That would help in case there is one, maybe we can look up in log files, events etc. and maybe we can make at least on an idea why this happens.

I appreciate your time and feedback.

Regards,
Cristian

IceWarrior431

No, its a home PC that I use for work which is gaming, streaming, video editing/rendering.
Desktop custom built
I did open a ticket awhile back on this, probably towards the end of 23 into early 24 but never got anything back from them after sending log files
New PC specs are as followed and still had issues

Intel 14900k

Z790 Aorus Master X

128GB DDR5 Kingston X Fury 5600mhz XMP ( and yes this was a 128gb kit from Kingston that is fully supported on the Z790 platform to run at 5600mhz XMP without having issues using for dimms. )

ASUS 4090 ROG

1600W EVGA T2 power Supply

Dual WD Black NVME Gen 4.0 drives ( 2tb main, two 4tb for games and storage )

WD Blue 4tb SSD as a scratch drive

WB Black 10tb HHD for Backups only

camarie

Thanks. I just asked the support guys to scour for the ticket and get me the files, if they are still available. It is something that should not happen and I am really interested what can be.