Auto Update & Reboot Required
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
Comments
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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.0 -
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.0 -
hello, try to upload it to www.megaupload.com and post the link here
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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.0 -
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.
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?
Chris0 -
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.0 -
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.0 -
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:
<enable>0</enable>
<path></path>
To:
<enable>1</enable>
<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:
<enable>1</enable>
To:
<enable>0</enable>
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
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Hi Marius
The situation can be reproduced with Support Tool if the user activates "Try to reproduce the issue".
Thank you.0 -
Marius,
Problem recurred. What's the best way to send you the log file?
Chris0 -
Hi
Upload that log on:
or
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.0 -
Uploaded to sendspace & PM sent with this link: http://www.sendspace.com/file/ldng6e
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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.0
