Internet Security 2012 Installation Stops On "install Files"

Hello,

In order to troubleshoot the issue you are encountering please send us the following:

1. A Support Tool log;

2. A screenshot displaying the error.

[how to GENERATE A STANDALONE SUPPORT TOOL LOG]

. Save and extract the Bitdefender_Supporttool tool to a location of your choice:

http://www.bitdefender.com/files/Knowledge...Supporttool.exe

. Double-click on the Bitdefender_Supporttool.exe file (if you are using Vista or Windows 7, right-click on the Bitdefender_Supporttool application file and select "Run as Administrator");

. Fill in the required information and press the "Next" button (make sure you use a valid email address and include a detailed description of the issue you are encountering);

NOTE! If you want to reproduce the issue and enable additional logging you will have to restart the computer and then use the Support Tool again after reproducing the issue to complete the data gathering;

. A file will be created on your desktop (BDSP_*);

. Upload it to an online file hosting server such as:

http://www.sendspace.com

http://www.rapidshare.com

http://www.mediafire.com

. Send me a PM (Private Message) with the download link and the topic link for a better tracking.

[how to CAPTURE A SCREENSHOT]

. When you want to capture the content of the screen press the "Print Screen" key on your keyboard ("Print Screen" is usually located at right top of the keyboard); At this step we can't notice any effect as the picture is copied into Windows's Clipboard;

NOTE! Some laptops might require pressing the "Fn" and the "Prnt Scrn" keys at the same time in order to capture a screenshot;

. Open a graphic editing application (we recommend using the standard Paint program that comes with every Windows installation from: "Start" > "Programs" > "Accessories" > "Paint");

. Paste the picture in a new Paint document (using "Edit" > "Paste");

. Save the file in JPEG format (as BMP format is too big to send/attach) to a location of your choice (use "File" > "Save as..." and set "Save as type:" to "JPEG") l.

. Upload the file the same you did with the Support Tool log.

We will analyze the information you sent and then reply with a possible solution in the shortest time.

Hello Jerhome,

Please follow the steps mentioned above and send me the logs for analysis.

Thank you!

Hello,

Rsousa: You need to confirm/activate your account, not the license key. Please check the email you used to register with and click on the link you received in the inbox to confirm the account. If you can't succeed send me a PM with the email address and I will confirm the account for you.

Jerhome: I would like to perform a remote session on any of the two PC on which you can't install BitDefender and troubleshoot the issue on the spot. I have sent you details about the remote via email to the address associated with your forum account. Ticket ID: 201109031001389.

Update: I will see you on Sunday Jerome, as we scheduled the remote session.

Kind regards,