Wireless Printer Issue

I also tried to open a ticket through my.bitdefender.com (twice) but when I click on open tickets there is none.

Hello,

I have a problem with my Canon MG5250 wireless printer.

1. I installed Total Security

2. I ran an update

3. I did a reboot of the system

4. I installed the printer via wireless (Start - Devices and Printer - Add printer - Add wireless printer)

5. At the end of the procedure I was ask to print a test page, I clicked on the button but nothing

6. I did a reboot of the system (the page got printed when the system started again)

7. I tried to print a couple of documents but nothing (they both went into the printer queue but they got stuck there)

8. I searched on the forum of Bitdefender for possible solutions and I tried them all (changing the firewall settings to Trusted, selected no for stealth and set generic).

9. I also tried to uncheck ports scan and so on, creating a rule/exception for the IP address etc. nothing worked

10. I did a reboot after each modified setting

11. The printer works fine when I uninstalled Bitdefender

12. I tried to create a report with your support tool but it gets stuck at the end when it tries to collect the logs ( I tried rebooting and also twice in safe mode but nothing)

13. I am attaching a copy of the screenshot of my printer

Any idea besides asking for a refund?

As I said, I tried to generate the log file but the support tool gets stuck when it is trying to collect the logs (one of the final steps). I tried to reboot and I also tried in safe mode.

The ticket ID does not appear. I went to my.bitdefender and filled up the request of assistance, then I received a popup saying I would receive further instructions via email but when I go check the open tickets there is none. I tried twice with the same result.

Hi

Welcome to the forums.

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 the file is too big to attach it, upload it 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.

Hello

Please send me via PM the email address that you used in the process and I will check if have any tickets in the system.

DO NOT POST IT ON THE FORUMS!

Thank you.

Just sent.

Thanks!

Good news Christian, I uninstalled Total Security and then I reinstalled it.

I have been able to generate the log file.

I am sending you a PM with the link to the file.

Thanks for your assistance.

Stefano

Hello,

All your tickets from the system are closed.

In this case, let's do something else.

Please follow the steps below and send me the generated log file:

1. Download this file:

http://www.bitdefender.com/files/Knowledge...ile/sysdump.exe

2. Locate and open 'Sysdump.exe'

3. A command prompt window will appear on your screen. Please note that the information gathering process can take several minutes therefore please wait until the window disappear by itself.

4. The result will be the file called 'SYSDUMP.TAR'

5. When you have the sysdump.tar please upload it HERE

6. Include a DETAILED description of the issue you encounter: reproduce the steps you take until the issue occur and, if possible, enclose a screenshot of any error message you receive.

7. Send me a PM (Private Message) with the download link and one for the topic you started.

Looking forward to your answer!

Dear Christian,

Thanks for your reply. Unfortunately I still do have the same issue.

I tried to uninstall the printer first, reboot, uninstall Bitdefender, reboot and reinstall the printer again. In this case it works perfectly.

Hi Stefano

The log is clean, no issues were discovered.

Do you still encounter the same issue?

Take care.