Updates Not Working.

vazware
vazware
in Update

Every Time the auto update runs I get an update fails message stating: To benefit from signature updates after 30 days since the installation, you must configure a bitdefender account!


My license is valid for over a year and I have an account. Any suggestions?


Thanks!

Comments

  • Unknown
    Unknown

    Hello,


    What BitDefender product you are using ? Please provide me with a screenshot of the error you receive.


    [How to create a screen shot]


    On Windows, press the Print Screen or Prnt Scrn key on your keyboard, found at the upper right of the keyboard. This key will capture the entire screen. Open up your paint program -click on "Start-> All Programs-> Accessories-> Paint".


    In the paint program, select File/New, then Edit/Paste. Then save the file and attach it here.


    Regards,

  • vazware
    vazware
    edited August 2011

    bitdefender TS 2012. Your upload system will not let me attach any files. I tells me the file type .BMP is not supported.

  • vazware
    vazware

    bitdefender TS 2012. Your upload system will not let me attach any files. I tells me the file type .BMP and zip for that matter is not supported. The information below is from the log files:


    so here is the information:


    bitdefender tota; security 2012 build: 15.0.27.322


    Version information log:


    traceSetFile function end with success. err:''


    RegWrite function called for FFFFFFFF80000002\SOFTWARE\BitDefender\About\ProductVersion. Data:'15.0.27.312', type=1


    RegWrite function end with success. err:''


    Exit function called with exitcode 0


    traceSetFile function end with success. err:''


    RegWrite function called for FFFFFFFF80000002\SOFTWARE\BitDefender\About\ProductVersion. Data:'15.0.27.319', type=1


    RegWrite function end with success. err:''


    Exit function called with exitcode 0


    traceSetFile function end with success. err:''


    RegWrite function called for FFFFFFFF80000002\SOFTWARE\BitDefender\About\ProductVersion. Data:'15.0.27.322', type=1


    RegWrite function end with success. err:''


    Exit function called with exitcode 0


    Histoty log:


    <event source="Update" timeStamp="1313851909" type="2" evflags="0" bodyLength="196">


    <subject>Update failed</subject>


    <action>Retry</action>


    <message>2|To benefit from signature updates after 30 days since the installation, you must configure a Bitdefender account!</message>


    </event>

  • Unknown
    Unknown

    Hello,


    I have created a ticket on your behalf and sent you instructions via email on how to further investigate.


    Ticket ID: 201108241031813.


    Please reply with the requested log files. When the analysis will be complete, we will send you an answer via email.


    Kind regards,

  • vazware
    vazware

    Daniel,


    There is already a ticket open with the if of: 201108201003539. I did get your request for information and I will send that this evening.


    Thanks,


    Michael

  • Volt
    Volt

    I have the same issue. Ive been dealing with BD customer care for days now but we can't seem to solve the issue. It seems that BD isn't recognizing my BD account after logging in that's why it won't update

  • nikki605
    nikki605 ✭
    I have the same issue. Ive been dealing with BD customer care for days now but we can't seem to solve the issue. It seems that BD isn't recognizing my BD account after logging in that's why it won't update


    Please post the ticket number you received from BD support.


    Regards,

  • Volt
    Volt
    Please post the ticket number you received from BD support.


    Regards,


    Ticket ID:201108191003475


    I have already solved the issue by uninstalling the product, deleting some registry entries and installing the product again.

  • nikki605
    nikki605 ✭
    Ticket ID:201108191003475


    I have already solved the issue by uninstalling the product, deleting some registry entries and installing the product again.


    Thank you for posting back that you resolved your problem and how you resolved it. :)


    Regards,

  • vazware
    vazware
    Ticket ID:201108191003475


    I have already solved the issue by uninstalling the product, deleting some registry entries and installing the product again.


    When you uninstalled did you uninstall using the control panel or the uninstall tool supplied by the bitdefender website? Which registry entries did you delete?

  • Volt
    Volt

    I uninstalled using the control panel. Had I known there is an unnistall tool provided by BD, i would've used that.


    I assumed my problem stemmed from the change from my old email account registered with BD to a new one. There were 2 email addresses in the registry (one Value name "Email" and another "E-mail") so I deleted "E-mail" which contained my old one. I am not sure which password was retained so I deleted the value entries in the "passwd" and "encpassword" Value names.


    Please back up the registries before you do this. I just took a risk. I don't want to mess up your PCs.

  • bd127
    bd127

    It is one month since I installed IS2012 and today the update failed with the message that other posters have reported, "To benefit from signature updates after 30 days since the installation, you must configure a Bitdefender account!".


    I logged into my existing BD account but couldn't see anything I was supposed to configure. When I tried update again it worked!

  • realkaka2204
    realkaka2204

    I same problem. How to fix????!!!!!!!!!!!!! Update Service of Bitdefender is very cumbersome. <img class=" />


    problem.700x0.jpg

  • svbk
    svbk
    edited August 2011

    anyone helps. I'm having this problem too.

  • vazware
    vazware
    I uninstalled using the control panel. Had I known there is an unnistall tool provided by BD, i would've used that.


    I assumed my problem stemmed from the change from my old email account registered with BD to a new one. There were 2 email addresses in the registry (one Value name "Email" and another "E-mail") so I deleted "E-mail" which contained my old one. I am not sure which password was retained so I deleted the value entries in the "passwd" and "encpassword" Value names.


    Please back up the registries before you do this. I just took a risk. I don't want to mess up your PCs.


    Volt,


    Where were the registry entries located HKEY_USERS\.DEFAULT\Software\SetId?


    Thanks,


    Mike

  • svbk
    svbk
    edited August 2011

    I decided to roll back to BIT 2011. At least it works fine for me. Maybe next time when Bitdefender 2013 is launched, i'll wait about 3 months before upgrading ... The more I hope , the more i'm disappointed

  • chinnavignesh
    chinnavignesh

    Even i have the same problem in my BitDefender Internet Security 2012. BD Staff please stop asking question and fix it....

  • vazware
    vazware
    Even i have the same problem in my BitDefender Internet Security 2012. BD Staff please stop asking question and fix it....


    I tried the following:


    1. I completely uninstalled the product using the uninstall tool supplied on the support website (available at: www.bitdefender.com/uninstall).


    2. I deleted the entire registry node: HKEY_USERS\.DEFAULT\Software\SetId. Before deleting the node I backed it up first.


    3. Reinstalled 2012 and registered the product.


    So far so good, but it has only been few days. Not sure what will happen after 30 days (the length of the trial version).


    Mike

  • Unknown
    Unknown
    edited August 2011
    Even i have the same problem in my BitDefender Internet Security 2012. BD Staff please stop asking question and fix it....


    Hello,


    You must be kidding. How can we understand the situation and find a fix if we don't ask questions nor any logs ? With all due respect but we can't guess what is probably causing this issue. A please would also make wonders ;)


    Realkaka2204: I won't consider any of your posts until you won't modify your signature. You are a regular poster and should have known better - please read the forum rules, I hate to ban regular posters.


    The update issue in question is caused in most of the cases (90%+) by a faulty upgrade to 2012 from a previous BitDefender version.


    Please make sure you use the uninstall tool from:


    http://www.BitDefender.com/uninstall


    Few tips that will help you uninstall/reinstall BitDefender correctly:


    - right click on the uninstall tool AFTER you save it and select "Run as Administrator" - for Windows Vista / Windows 7;


    - click on the Uninstall and WAIT to be asked to restart the PC; most of the users are not waiting for the pop-up;


    - run a third party software (CCleaner, Argente, Revo Uninstaller etc) to make sure your Windows registry is clean of any possible orphan entries from BitDefender (there is a change that some Windows registry entries will not be deleted after running the uninstall tool);


    - for advanced PC users you can perform a registry search after "bitdefender" and delete everything not under LEGACY;


    Mike: is the issue resolved now ? Resurfaced ?


    Anyone who posted here still encounter the issue after reinstalling BitDefender ?

  • vazware
    vazware
    Hello,


    You must be kidding. How can we understand the situation and find a fix if we don't ask questions nor any logs ? With all due respect but we can't guess what is probably causing this issue. A please would also make wonders ;)


    Realkaka2204: I won't consider any of your posts until you won't modify your signature. You are a regular poster and should have known better - please read the forum rules, I hate to ban regular posters.


    The update issue in question is caused in most of the cases (90%+) by a faulty upgrade to 2012 from a previous BitDefender version.


    Please make sure you use the uninstall tool from:


    http://www.BitDefender.com/uninstall


    Few tips that will help you uninstall/reinstall BitDefender correctly:


    - right click on the uninstall tool AFTER you save it and select "Run as Administrator" - for Windows Vista / Windows 7;


    - click on the Uninstall and WAIT to be asked to restart the PC; most of the users are not waiting for the pop-up;


    - run a third party software (CCleaner, Argente, Revo Uninstaller etc) to make sure your Windows registry is clean of any possible orphan entries from BitDefender (there is a change that some Windows registry entries will not be deleted after running the uninstall tool);


    - for advanced PC users you can perform a registry search after "bitdefender" and delete everything not under LEGACY;


    Mike: is the issue resolved now ? Resurfaced ?


    Anyone who posted here still encounter the issue after reinstalling BitDefender ?


    Daniel M.


    I was certainly the other 10%. When I upgraded from 2011 to 2012 I used the uninstall tool from the web site rebooted and then installed 2012. Not sure if my memory serves me well, but I believe that I did not have to register my license at that time. This time however, after using the uninstall tool and deleting the registry entries mentioned in my previous note I did have to register my license. So far everything seems to be working.


    Mike

  • Unknown
    Unknown

    Thanks for the update Mike ! If you have any further queries feel free to start a new topic and you'll have my answer in the shortest time possible.


    Best regards,


    Danny M.

  • realkaka2204
    realkaka2204
    Hello,


    You must be kidding. How can we understand the situation and find a fix if we don't ask questions nor any logs ? With all due respect but we can't guess what is probably causing this issue. A please would also make wonders ;)


    Realkaka2204: I won't consider any of your posts until you won't modify your signature. You are a regular poster and should have known better - please read the forum rules, I hate to ban regular posters.


    The update issue in question is caused in most of the cases (90%+) by a faulty upgrade to 2012 from a previous BitDefender version.


    Please make sure you use the uninstall tool from:


    http://www.BitDefender.com/uninstall


    Few tips that will help you uninstall/reinstall BitDefender correctly:


    - right click on the uninstall tool AFTER you save it and select "Run as Administrator" - for Windows Vista / Windows 7;


    - click on the Uninstall and WAIT to be asked to restart the PC; most of the users are not waiting for the pop-up;


    - run a third party software (CCleaner, Argente, Revo Uninstaller etc) to make sure your Windows registry is clean of any possible orphan entries from BitDefender (there is a change that some Windows registry entries will not be deleted after running the uninstall tool);


    - for advanced PC users you can perform a registry search after "bitdefender" and delete everything not under LEGACY;


    Mike: is the issue resolved now ? Resurfaced ?


    Anyone who posted here still encounter the issue after reinstalling BitDefender ?


    I apologize for my signature. I fixed :rolleyes: and now you too ;)

  • richg
    richg

    Hi there,


    I've been away for the weekend and have returned to find BitDefender Internet Security 2012 showing a log of 68 errors, starting 29th August at 22:37. They're all the same error described here:



    Update failed


    To benefit from signature updates after 30 days since the installation, you must configure a Bitdefender account!


    I'd never used Bitdefender before 2012, but as I had a shiny, new PC and a friend recommended Bitdefender, I decided to go with your 2012 product on release day.


    Note that I have a successful update on 29th August at 22:32:55


    I have clicked on the "MyBitdefender" link at the bottom of the application and I can successfully login there, with my account page showing that I have 333 days remaining on my account.


    What can I do to resolve this?


    As said above, I never had Bitdefender 2011, or any other AV, installed on this PC before Bitdefender 2012.

  • Unknown
    Unknown

    Hello,


    Richg: Please open BitDefender, click on "Continue Registration" link from the bottom, and activate BitDefender by signing into your BitDefender account. If the issue persists after a reboot please click on MyBitDefender link from the BitDefender main inter, select “Login with a different account” and try to log in with your Facebook, Google account or create a new account with a different email address.


    Let me know if the issue is fixed and in what way.


    Regards,

  • richg
    richg
    Hello,


    Richg: Please open BitDefender, click on "Continue Registration" link from the bottom, and activate BitDefender by signing into your BitDefender account. If the issue persists after a reboot please click on MyBitDefender link from the BitDefender main inter, select “Login with a different account” and try to log in with your Facebook, Google account or create a new account with a different email address.


    Let me know if the issue is fixed and in what way.


    Regards,


    Hi Dan, unfortunately there is no "continue registration" link anywhere that I can find (I spent a while looking!). See image below for what I see when opening Bitdefender.


    post-72409-1314766774_thumb.jpg


    I tried logging in through google (same email address as my Bitdefender account) and Facebook (a different email address entirely, so created a new account) and neither helped.


    I've also logged a call on your website support system with reference: 201108311002885

  • richg
    richg

    Ok, so randomly my update started working today, without changing anything.


    11:19:20 - failed


    11:34:26 - succeeded


    every update request from that point onwards is noted as succeeded as well.


    Just thought I'd let you know, to help you improve the application.

  • Unknown
    Unknown

    Let me know if the update fails again. Also check the message under Events >>> Updates and post a screenshot here.

  • THACH19T
    THACH19T
    edited September 2011

    Sometimes, Update Services id error:


    a271b6aadf7eb1e1b8fc5a22f7f18bef_35583383.bit.png
  • BooghyR
    BooghyR
    Sometimes, Update Services id error:


    a271b6aadf7eb1e1b8fc5a22f7f18bef_35583383.bit.png


    Same here. I've just bought BitDefender IS 2012.

  • Unknown
    Unknown

    Hello,


    The error -1011 at update means "IO timeout", in other words that a connection with BitDefender update server could not be established at that time. Whenever you encounter this issue I would recommend you to try to update again in 10-15 minutes and then post again if the issue still occurs.


    What Internet connection are you using? If you are using a slow one (Dial-Up) then the error is totally understandable.


    Kind regards,

  • wkwood
    wkwood

    update.bitdefender.com has an invalid SSL Certificate, any other site we should use or is there an ETA on getting this fixed?


    Right now my updates in 2012 don't work. It's been broken since Saturday? See the attached info from Firefox.


    :wacko:


    post-28680-1317645562_thumb.jpg

  • nikki605
    nikki605 ✭

    My BD update location is set to 

    http://upgrade.bitdefender.com/

    and I have not had a problem getting updates.


    If I navigate to it in IE9, I get this error:


    post-35640-1317664302_thumb.jpg


    It's not expired, but issued to a different name - my.bitdefender.com


    Either way, it has not stopped me from getting updates.


    Regards,

  • rootkit
    rootkit ✭✭✭

    Hi.


    Please check you date and time. I think this is causing this issue. :)


    Thank you.

  • ms-blaster
    ms-blaster

    Oops...! <img class=" />


    I have the same problem , too...


    179xbif7t3llx5bikk2p.jpg


    please say to me,


    What's the solution?


    TicketID: 201111011014399

  • rootkit
    rootkit ✭✭✭

    Hello,


    Please open BitDefender, click on "Continue Registration" link from the bottom, and activate BitDefender by signing into your BitDefender account. If the issue persists after a reboot please click on MyBitDefender link from the BitDefender main inter, select “Login with a different account” and try to log in with your Facebook, Google account or create a new account with a different email address.


    Let me know if the issue is fixed and in what way.


    Thank you.

  • ms-blaster
    ms-blaster
    Hello,


    Please open BitDefender, click on "Continue Registration" link from the bottom, and activate BitDefender by signing into your BitDefender account. If the issue persists after a reboot please click on MyBitDefender link from the BitDefender main inter, select “Login with a different account” and try to log in with your Facebook, Google account or create a new account with a different email address.


    Let me know if the issue is fixed and in what way.


    Thank you.


    thanks, but before you say that, i do it for over 30 times with 3 account !


    but unfortunaly the problem is that when i click on Activation link that received from bit-defender, in my bit-defender this message appear :


    te4wzh8ai53ed2mw0co8.jpg


    But the problem remains!

  • rootkit
    rootkit ✭✭✭

    Hello


    I've sent you further instructions over email. Please reply back with all the requested information.


    Thank you very much. Have a nice day.

  • ms-blaster
    ms-blaster

    My problem remains.


    Why does not anyone help me? :/

  • rootkit
    rootkit ✭✭✭

    Hi


    Sorry for the delayed reply.


    I've sent you an email 2 minutes ago.


    Please check your inbox.


    Thank you.

  • ms-blaster
    ms-blaster
    Hello


    I've sent you further instructions over email. Please reply back with all the requested information.


    Thank you very much. Have a nice day.


    My Problems Appears solved, clap For Bitdefender, and it's Sympathetic engineer, like Cristy ! ;)

  • rootkit
    rootkit ✭✭✭
    edited November 2011

    Hello


    Thank you for your feedback.


    I will declare this topic resolved.


    Should you need any further assistance, please do not hesitate to contact us.


    Have a nice day.

This discussion has been closed.

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