Autoscan Turning Itself Off

jquaintance
jquaintance
in Antivirus

I had somehow picked up a trojan that Bitdefender couldn't get rid of but was able to find a removal tool by them and it looks gone. The Antivirus doesn't see it anymore anyway. The only issue remaining is that the Autoscan keeps turning itself off. When I log on to the laptop I have to turn it back on. I am worried that it's happening because the trojan is still lurking somewhere that Bitdefender doesn't see. I completed a system scan with nothing detected. Please help.

Comments

  • Sportif
    Sportif

    Same problem here. AS disables "at random". When this happens the "Show Hidden Files & Folders" settings in Win7 loses it's setting. IE... the radio selection is completly removed from both folder options.


    I have done a more than detailed troubleshooting and have been left to think that BD simply can not detect what infection is present.

  • rootkit
    rootkit ✭✭✭

    Hello :)


    I have received your PM.


    In order to be able to further investigate the reported situation we need a bit more information from your computer as follows:


    . 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;


    . Upload that file 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.


    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 2013]


    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 "ON" 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.

  • Sportif
    Sportif

    PM attempt:


    "This message can not be sent because the recipient has their personal messenger disabled or they are in a member group not allowed to use the personal messenger.


    This personal message has not been sent"

  • Sportif
    Sportif
    edited September 2012

    PM attempt:


    "This message can not be sent because the recipient has their personal messenger disabled or they are in a member group not allowed to use the personal messenger.


    This personal message has not been sent"


    Note that this applies to the "Active Virus Control" setting. Not the On-access Scan setting.


    http://www.mediafire.com/?j6fus67ev4dykjn

  • rootkit
    rootkit ✭✭✭

    Hello :)


    Sorry about that, I had the Inbox full.


    In order to be able to properly identify the causes for the reported situation and find a solution we will need to investigate a bit deeper.


    Please follow the steps below and send us the result:


    a ) Go to this page


    http://technet.microsoft.com/en-us/sysinte...s/bb963902.aspx and download the autoruns file.


    b ) Extract the contents of the downloaded file and run the 'autoruns.exe' file;


    c ) Wait for the list to be filled with all the processes and then make sure that you have the Everything tab selected in the upper part;


    d ) Click on the Disk icon right under File and chose any location folder on your computer;


    e ) Save the file with a specific name (your name, computer name, a random name, which one you want) and then send me a PM with it.


    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.


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


    Have a nice day.

  • rootkit
    rootkit ✭✭✭

    Hello :)


    I received the file, I will send you a PM with further instructions.


    Take care.

  • Sportif
    Sportif
    Hello :)


    I received the file, I will send you a PM with further instructions.


    Take care.


    Hello Christian,


    Followed the instructions you gave.


    The issue is still presenting on rebooting. Where do we go from here?


    Thanks

  • Sportif
    Sportif

    Well thanks for attempting to help. I'll move on to another AV product for our machines after the term expires from the last renewal.


    We really shouldnt have to wait 7+ days for a response to tech support issues. Calling in sadly is not better.


    Time to reformat... eventhough that is not something I wanted to do while in the middle of working on 5 semi-major projects for our little but growiing firm.

  • rootkit
    rootkit ✭✭✭

    Hello :)


    A product update was released. Your build should be 16.21.0.1504(please right click on Bitdefender icon from system tray-near the clock-and choose "About". You should see in the left side the build number).


    In order for the product update to be installed, you need to reboot your machine(you should see in the Events -> "Reboot required" under the Update module).


    Changelog:


    http://forum.bitdefender.com/index.php?sho...st&p=158827


    http://forum.bitdefender.com/index.php?showtopic=35499


    Let me know if the situation is solved.


    Have a nice day.

  • ed_b
    ed_b
    Hello :)


    A product update was released. Your build should be 16.21.0.1504(please right click on Bitdefender icon from system tray-near the clock-and choose "About". You should see in the left side the build number).


    In order for the product update to be installed, you need to reboot your machine(you should see in the Events -> "Reboot required" under the Update module).


    Changelog:


    http://forum.bitdefender.com/index.php?sho...st&p=158827


    http://forum.bitdefender.com/index.php?showtopic=35499


    Let me know if the situation is solved.


    Have a nice day.


    I too am having the same issue and already have that update. I have already reinstalled the product once.

  • crasher
    crasher


    I too am having the same issue and already have that update. I have already reinstalled the product once.


    Same here.


    And even with the repair/re-installs, and updates, I still have to reboot several computers about every 12 to 24 hours because they lock up.


    They keep restarting with Autoscan off and I can't turn it on.


    This is getting old..

  • empezza
    empezza ✭✭✭


    I too am having the same issue and already have that update.


    Same problem here, but only on one of three PCs. :wacko:

  • Sportif
    Sportif

    The product was updated on release. The issue is still presenting. So... no. The update did not fix the problem. As it were... two other machines have the same problem.

  • rootkit
    rootkit ✭✭✭

    Hello :)


    A product update was released. Your build should be 16.22.0.1534(please right click on Bitdefender icon from system tray-near the clock-and choose "About". You should see in the left side the build number).


    In order for the product update to be installed, you need to reboot your machine(you should see in the Events -> "Reboot required" under the Update module).


    Changelog:


    http://forum.bitdefender.com/index.php?sho...st&p=159835


    http://forum.bitdefender.com/index.php?showtopic=35499


    Let me know if the situation is solved.


    Have a nice day.

  • Sia7ash
    Sia7ash ✭✭

    same problem hear!!!


    i did everything but after i restart my laptop and entering windows 7 (64bit) the bit alert me that autoscan is off!!!!


    what should i do?!


    what is this bitdefender?!i've never had a single problem with eset before!


    please help me!

  • Georgia
    Georgia ✭✭✭

    Hello Sia7asH,


    Please please post here a support tool log to see what is wrong:


    http://forum.bitdefender.com/index.php?showtopic=29927


    If the file is too big to attach, upload it on


    http://www.sendspace.com or http://www.mediafire.com


    and post the download link.


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


    Thank you.

  • Sia7ash
    Sia7ash ✭✭
    Hello Sia7asH,


    Please please post here a support tool log to see what is wrong:


    http://forum.bitdefender.com/index.php?showtopic=29927


    If the file is too big to attach, upload it on


    http://www.sendspace.com or http://www.mediafire.com


    and post the download link.


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


    Thank you.


    thanks for your reply


    this is the link you asked :


    http://www.mediafire.com/?ec7a6372d3q7fjq

  • Georgia
    Georgia ✭✭✭

    Hi Sia7asH,


    Thank you for submitting the logs. They show that your Bitdefender product is working correctly and the Autoscan is disabled only from time to time, when Bitdefender switches to Laptop Mode.


    Please check this article for more information and instructions:


    http://www.bitdefender.com/support/What-to...abled-1088.html


    Let me know if you have other questions or concerns. Have a great weekend!

  • Sia7ash
    Sia7ash ✭✭

    hi Georgia


    thanks for your answer


    i did what you told me but the problem is stood still !


    what should i do now?!

  • Skovgyden
    Skovgyden
    edited May 2013
    Hi Sia7asH,


    Thank you for submitting the logs. They show that your Bitdefender product is working correctly and the Autoscan is disabled only from time to time, when Bitdefender switches to Laptop Mode.


    Please check this article for more information and instructions:


    http://www.bitdefender.com/support/What-to...abled-1088.html


    Let me know if you have other questions or concerns. Have a great weekend!


    True, but it doesn't turn on auto-update again after leaving laptop mode. You need to fix this now - not tomorrow. Can't use this on my kids computers as it (not) works now.


    --

  • GooseMan
    GooseMan

    Same problem here, tried to PM, mailbox full?


    BD 16.32.0.1882 --> Bitdefender Issues --> On-access scanning is disabled --> Start --> Failed

  • fsleeper
    fsleeper

    I keep having this problem. This problem has been a continual problem ACROSS PC's and laptops and across Bitdefender versions (like not just 2012).


    Can you please post a thread and respond here as to what is doing this and what to look for?


    As FYI:


    1. I have installed 2013 on a clean laptop and after a while the autoscan bug crops up, it just starts disabling.


    2. I have done a complete uninstall / clean uninstall using Bitdefender uninstall, cleaned up the registry, rebooted, applied all MS patches and updated all drivers, then did a complete install of 2013 (after all the reboots just to make sure), happens again.


    THANKS for your help!

  • prajsziga
    prajsziga

    Hello


    I'm new here although I have Bitdefender now for a half of a year.


    I also have problems with autoscan function. It is disabled at each system start. After enabling the feature don't disable by itself again. But at the next system start it is disabled again.


    Also I cannot set antivirus settings to defaults. It just don't let me do it...


    Also on settings tab, there is just general setting, an no other as it used to be... Nevertheless I can access all settings through small buttons on the main tab.


    Now it is going on like this for a month. My licences expire in 162 days.


    I have installed Internet Security 2013, before I have had Panda. I completely removed it before BD install as instructed.


    System is Win7 Home Premium (OEM from HP).


    I have 3 licences, but there are no such problems on WinXP (professional) and on Win8 OEM from HP (here I have Internet Security 2014 as I installed it a month ago).


    Thank you all in advance for your help


    BR


    Mr. Žiga Prajs


    from Slovenia

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