Two Critical Bugs Happen After Upgrade To 15.0.34.1437
Operating System: Windows 7 Home Premium SP1 64X (English)
Bitdefender Product Using: Bitdefender Internet Security 2012 64X (English)
Issue Description:
On Nov 15th, I upgrade my Bitdefender to version 15.0.34.1437 by using update module. Now there are two critical BUG happen after upgrade to 15.0.34.1437(previous version does not have such problems).
Problem One: Bitdefender service will suddenly become no responding and then Bitdefender is closed. Bitdefender program is recovered after I restart my computer. But after a while( probably five to ten minutes) the Bitdefender service become no responding again. That means trying to restart computer can not fix this BUG. I hope Bitdefender Technicians to check the problem as soon as possible and release a new version to fix this BUG.
Problem Two: When I am performing manual scan, a critical error happens(see the photo from attachment). Then same situation happens as problem one(The Bitdefender service becomes no respond and then the program is closed). The scan is interrupted.
Again, I want to say that these two BUGs only happen after upgrade to version 15.0.34.1437. I have used Bitdefender support tool to report both BUGs. I write here because I want Bitdefender Technicians to know the problems and solve them quickly.
As many other users, I am waiting for Bitdefender to launch new version to fix these two BUGs.
Comments
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For problem two, I have specific samples to cause BD2012 service no respond when I perform manual scan. I have sent these samples to BD virus lab with Ticket ID:201111171006451 and Ticket ID:201111171006674. (Bitdefender Technicians, please check these specific samples)
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Hi Xing.
First off all, thank you for all those samples. You have received the analysis via email.
Please follow the steps explained in the article below and send me via PM the generated log file:
http://forum.bitdefender.com/index.php?showtopic=29927
In order to be able to further investigate the reported situation we need also:
. A BDSYS log;
[how to GENERATE A BDSYS LOG]
. Save and extract the BDSYS tool to a location of your choice:
http://www.bitdefender.com/files/Knowledge.../BDSysLog_i.exe
. Make sure you close all active applications and then run "BDSysLog_i.exe"; If you receive a firewall
alert,select to Allow the application to connect;
. Click the "Create log" button to start generating the
log; A progress bar is indicating that the tool is creating the report;
. When the small window appears with the message "Log
saved" then the report is complete and a new file named "bdsyslog.zip" has appeared on your Desktop;
. Send me via PM the generated log file.
. If the file is to big for send it over PM, upload the results to one of the online file hosting servers mentioned below or use one of your own and send via PM the download link.
IMPORTANT:
.During this process the Real Time Protection in Bitdefender must be temporarily disabled;
.If you receive a Bitdefender Firewall alert to inform you that BDSysLog_i.exe tries to connect to the internet,then you need to select Allow;
[how to DISABLE THE ANTIVIRUS PROTECTION in Bitdefender 2012]
In order to disable the antivirus protection,please open Bitdefender and click the "Settings" button in the upper side part of the interface"; In the new window go to "Antivirus" > "Shield"tab and click on "Turn off" under On-access scanning.Select the time interval that suites your troubleshooting needs and click "OK" . The On-access scanning should be enabled back after finishing the troubleshooting procedure.
We will get back to you as soon as the analysis is complete. Have a nice day.
Thank you.0 -
Hello, I have followed your instructions and generated the logs. In addition, I have created another log by following the insrtuctions from BitDefender Customer Care.(Ticket ID:201111161020676)
Download link for both logs:
bdsyslog : http://www.sendspace.com/file/y0gz0w
BitDefender Customer Care required file (Ticket ID:201111161020676) : http://www.sendspace.com/file/wzxzfr0 -
Welcome back
I will analyze the data and get back to you as soon as possible.
Thank you.0 -
Welcome back
I will analyze the data and get back to you as soon as possible.
Thank you.
Thank you for replying me. I hope Bitdefender to fix the problem as soon as possible. As a Chinese user, I want to say that a lot of Chinese love Bitdefender products because BD provides high level detection rate and guard.But the problem to cause many Chinese users afraid using Bitdefender is the products of Bitdefender have so many BUGs. The stability is not as good as Kaspersky,NOD32. I wish Bitdefender to fix the discovered BUGs in shortest time to make the product more stable.
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Hello
Thank you for your feedback.
We are still investigating your logs. I will get back to you as soon as possible.
Thank you.0
