Auto Update & Reboot Required

chrisj · December 2011

I have BDAV2012, build 15.0.35.1486 running on 2 machines, both XP SP3. Have dealt with the following scenario, on both machines, on several occasions, most recently today. (And also with the previous build level, 1437.)

Following an automatic update, "reboot required". Re-booted successfully. Next auto-update, "reboot required" again. Rebooted again. Next auto-update, same thing - reboot required, etc., continuing like this, over & over again.

I observed, in the BitDefender program folder, there was a large number of files with a "upd" extension (144 of them, to be exact, in today's occurrence). After each reboot they are still there. Now, if I force an update (by clicking "update now", followed by the requested reboot, they are finally gone.

Conclusion: the auto-update is not properly completing the update after the reboot, evidenced by the remaining presence of the *.upd files.

Chris

rootkit · December 2011

Hi Chris

Those .upd file are Bitdefender files that will replace the old versions during startup. In your case, for some unknown reasons, they can be replaced and that's why you receive those Events after each restart.

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

If you were already asked to generate the log file, disregard the message above and just post the ticket ID.

Thank you.

chrisj · December 2011

Trying to send the log file, as requested, but after appearing to be uploading it, it says: "Upload failed. You are not permitted to upload this type of file". It's a zip file, approx. 1m in size.

Anyway, I'm not sure how much value it would be, considering that the error scenario does not currently exist.

Dudescu Dude · December 2011

hello, try to upload it to www.megaupload.com and post the link here

chrisj · December 2011

http://www.megaupload.com/?d=HBBIKIC1

rootkit · December 2011

Hi Chris

In the current situation, I recommend you to simply repair the product.

You have some upd files that need to be replaced during the startup.

http://forum.bitdefender.com/index.php?showtopic=31145

After this, make sure that you follow these steps so you don't encounter that issue with Picasa Updater.

http://forum.bitdefender.com/index.php?sho...st&p=131510

http://forum.bitdefender.com/index.php?sho...st&p=131797

Thank you. Take care.

chrisj · December 2011

Hi Chris

In the current situation, I recommend you to simply repair the product.

You have some upd files that need to be replaced during the startup.

http://forum.bitdefender.com/index.php?showtopic=31145

Being that this is my test system, BDAV2012 was reinstalled at least once in between occurrences of the problem, so I don't believe that a 'repair' at this time will accomplish anything, especially since the *.upd files are no longer there.

When the problem occurred, I resolved it by forcing an update by clicking "update now" and rebooting when that completed. But it has occurred on more than one occasion. And I suspect it will happen again, in which case I will try to upload a log to you before manually resolving it. Keep in mind, this has occurred on 2 machines, both at roughly the same time.

Also (unrelated question), when I tried to upload the log via PM, why did I get the "not permitted ..." response?

Chris

rootkit · December 2011

Welcome back Chris

Some files can not be submitted via PM or simply they are too big for upload.

In that case we recommend you to use and external file upload service and send me the download link via PM.

Could you please tell me if the issue occurred around the date of the last product update?

http://forum.bitdefender.com/index.php?sho...st&p=131129

Thank you very much. Take care.

chrisj · December 2011

Last occurrence was Dec 21, on both machines. Don't know the date of the previous occurrence, but it was the same on both machines. And, no, I don't share the updates between machines.

The log file that I tried to upload was a 1 meg zip file, created by your tool. The PM screen (and the screen I'm currently typing on) indicates 2 meg is the max. Seems like it should handle it.

Dudescu Dude · December 2011

hello,

in case the issue reoccurred please do as folow:

1. download this attachment (extract.txt) and rename it extract.exe

this little program extracts some registry keys and places them in c:\bdlogs folder.

run it (it shall tell you trough a messagebox when it`s done)

2. reboot into safe mode

3. goto program files\bitdefender\bitdefender 2012

4. open updatesrv.logger.xml

5. set the following fields in the xml:

From:

To:

<path>C:\bdlogs</path>

6. reboot the computer and wait for the issue to reoccur (do not force it trough "update now")

7. run again the program extract.exe

8. when you are prompted in events to reboot, reboot

9. check if the upd files are still in the bitdefender folder

10. force update with "Update now"

11. when asked to reboot, reboot

12. check if there are any upd`s left

13. run the program extract.exe again

13. goto back into safemode and set back the fields in the updatesrv.logger.xml

From:

To:

12.send us the entire folder from C:\bdlogs (archive it)

Thank you and Happy Holidays!

Marius Moldoveanu, QA Bitdefender

/applications/core/interface/file/attachment.php?id=8969" data-fileid="8969" rel="">extract.txt

rootkit · January 2012

Hi Marius

The situation can be reproduced with Support Tool if the user activates "Try to reproduce the issue".

Thank you.

chrisj · April 2012

Marius,

Problem recurred. What's the best way to send you the log file?

Chris

rootkit · April 2012

Hi

Upload that log on:

http://www.sendspace.com

or

http://www.mediafire.com

and send me a PM with the download link.

If you were already asked to generate the log file, disregard the message above and just post the ticket ID.

Have a nice day.

chrisj · April 2012

Uploaded to sendspace & PM sent with this link: http://www.sendspace.com/file/ldng6e

rootkit · April 2012

Hello

For the current situation, let's try something else.

Please follow the steps from below:

1. Use our uninstall tool in order to uninstall/delete any previous BitDefender related files:

http://www.bitdefender.com/uninstall

Access the link and when the window with the BitDefender file appears, please choose the "Save to disk" option. Save the tool on the PC, run it(right click and select "Run as administrator" - for Windows Vista/7) and restart the computer when prompted.

2. Download and install the software and then run it to clean your computer's registry and temporary files:

http://download.piriform.com/ccsetup318.exe

http://www.piriform.com/docs/ccleaner/usin...gistry-cleaning

Once the cleaning is complete it's recommended to restart your computer.

If you have a registry cleaner already installed, you can use that one.

3. Install BitDefender using the latest installation kit available for download. Please note that you need to download (save) the installation kit prior to running it.

The BitDefender Antivirus Plus 2012 installation kit can be downloaded from here:

http://download.bitdefender.com/windows/in...r_antivirus.exe

The installer should automatically retrieve your license key so you will not need to enter it again during the setup.

For more information on the registration process please read:

http://www.bitdefender.com/support/How-do-...fender-843.html

http://www.bitdefender.com/support/How-do-...ersion-844.html

Should you need further information, please do not hesitate to reply to this message.

Have a nice day.