Everytime I turn my PC on, bitdefender blocks the same threat. Why isn't it solving it?
Kindly check if the following steps help you:
1) Open the Run command and execute the following commands one by one:
temp – delete all the files in the folder.
%temp% – delete all the files in the folder.
prefetch – delete all the files in the folder.
2) Reset the Windows host file to default. You can find instructions here: https://support.microsoft.com/en-us/topic/how-to-reset-the-hosts-file-back-to-the-default-c2a43f9d-e176-c6f3-e4ef-3500277a6dae
3) Run Disk Cleanup using this guide: https://support.microsoft.com/en-us/windows/disk-cleanup-in-windows-8a96ff42-5751-39ad-23d6-434b4d5b9a68
If the issue persists, please contact Bitdefender support by visiting https://www.bitdefender.com/consumer/support/ . Depending on the product you have selected and the type of issue you are facing, you can get in touch with a support representative by email, chat, or phone.
If you choose email, you will receive a ticket number at your registered email address. Kindly generate and attach the following logs to the ticket number you received:
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
I did that and now my pc won't start.
Constant DSOD beforwle the windows even starts... Tried the repair tool, Didn't work. Tried the clean install while keeping files options, also does not work. I add a working laptop until your comment
This is weird. Kindly check the BSOD error and the issue it states. The above-stated steps are provided by Microsoft itself, and they only lead to the deletion of temporary files. Furthermore, contact Bitdefender support and share the issue you had earlier with them. Kindly inform them that you proceeded with the deletion of temporary files and ran disk cleanup, along with resetting the host file, but it led to BSOD.
Kindly contact Bitdefender support by visiting https://www.bitdefender.com/consumer/support/help
Select, Activate and Install→Install→I don't know→Contact Support→You will get the option of chat, call or email.
Hello @tasanhalas,
Check if the following articles help:
https://www.bitdefender.com/consumer/support/answer/2127/
https://www.bitdefender.com/consumer/support/answer/29132/
If they don't, I would also recommend to get in touch with the Support teams for further assistance.
Let us know what worked for you.
Regards,
Alex
Hello,
Just got around to generating the logs and sending them. I'll give feedback once I ear from Bitdefender Suport.
Thanks for the help!
Hi, I just an answer back. They told me to: "In order to address this situation, we recommend deleting the registry key located at 'HKCU\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\autogen' and the 'set_5.exe' program.". I managed to follow their instructions and delete autogen, but I cant find the set_5.exe, any ideas on how I can find it beside typing it into the search? nothing shows up. Thanks for any further help
Check if the steps below help:
1) Open the Registry Editor by pressing Win + R and typing regedit.
2) Go to Edit and select Find, or press Ctrl + F to open the find box.
3) Enter what you want to search for and choose whether to search for keys, values, data, or all of them. You can also choose whether to match the whole string or not.
4) Click Find Next and wait for the result. The registry will jump to the location of the found item and expand it.
5) Change the item as you wish.
If you are still unable to find the file in the Registry Editor, kindly get back to support on the same ticket.
Check if these delete methods help:
Delete using Windows settings
Windows + I
Apps
Apps & features
set_5.exe
Uninstall
Delete using Control Panel
Windows + R
control
Programs
Programs and Features
Delete using Safe Mode
If the file cannot be deleted normally, try deleting it in Safe Mode.
Update & Security
Recovery
Advanced startup
Restart now
Troubleshoot
Advanced options
Startup Settings
Restart
4
F4
Delete
Delete using Command Prompt
Windows + X
Command Prompt (Admin)
Windows PowerShell (Admin)
Hi, I managed to delet it directly. Now when I turn my pc on I don't get any messages from BitDefender :) But, how can I be sure if my pc is clean???
Follow the steps below:
4) Install the uBlock ( https://ublockorigin.com/ ) and Ghostery ( https://www.ghostery.com/ extensions in your web browser.
5) Although Windows updates run automatically, manually run them on a weekly basis.
In regard to being clean from malware (your first post) you can run one of the free online scanners. There are many to choose from but here are two.
https://www.eset.com/us/home/online-scanner/
https://www.f-secure.com/us-en/online-scanner
You could also download and run Norton Power Eraser, Emsisoft EEK or even Kaspersky Virus Removal Tool (if you're okay with that one). They will download a file, but they do not "install" (just a folder) or run in the background. They are only run on-demand as a second opinion scanner (I use do this once in awhile, as no AV is perfect on its own).
https://www.emsisoft.com/en/home/emergency-kit/
Cheers.
