Critical Error

corman
corman
in General

I recently renewed/upgraded from BD AV 2013 to the new Total Security. Installation was 'mostly' smooth.


Ever since I've gotten it running, I get multiple daily error message popups saying:


"Bitdefender Security Center has encountered a critical error", followed by it asking me if I want to restart BD and windows harping that I don't have a firewall or anti-virus software installed. If I leave my computer unattended for even a short while, and come back, my security is completely shut down and my computer wide open.


I've tried submitting the error to BD (via the error popup itself) and have had no response from BD. I've sent in 2 email support requests (the 2nd just a few minutes ago after the first one was ignored). I tried that email support route after the 'support tool' within the program just sits there doing nothing for an hour.


If this isn't resolved soon I'll be going to another product. So far I haven't been happy with this product at all. Hopefully there is someone from BD (or other users) here that can help. Any is appreciated.


Corman

Comments

  • corman
    corman

    Funny. As I was posting my message, it happened again. First the notice that BD firewall was not working, then the crictical error notice. I've attached screenshots (hopefully they come through).


    I submitted the 'bug report' yet again (as an aside, each time I tried to 'add comments' to the bug report, it resulted in an error saying that he bug report could not be sent!).


    Anyone else having these problems? (using WIN7 x64 BTW).


    Corman


    I recently renewed/upgraded from BD AV 2013 to the new Total Security. Installation was 'mostly' smooth.


    Ever since I've gotten it running, I get multiple daily error message popups saying:


    "Bitdefender Security Center has encountered a critical error", followed by it asking me if I want to restart BD and windows harping that I don't have a firewall or anti-virus software installed. If I leave my computer unattended for even a short while, and come back, my security is completely shut down and my computer wide open.


    I've tried submitting the error to BD (via the error popup itself) and have had no response from BD. I've sent in 2 email support requests (the 2nd just a few minutes ago after the first one was ignored). I tried that email support route after the 'support tool' within the program just sits there doing nothing for an hour.


    If this isn't resolved soon I'll be going to another product. So far I haven't been happy with this product at all. Hopefully there is someone from BD (or other users) here that can help. Any is appreciated.


    Corman


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    post-176940-1392005682_thumb.png

  • Georgia
    Georgia ✭✭✭

    Hello Corman,


    Thank you for reporting this issue.


    I suspect the previous Bitdefender version was not completely removed or a software doesn't allow the new Bitdefender to inject all the drivers in order to function properly.


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


    http://www.bitdefender.com/support/how-to-...t-log-1168.html


    Upload the BDSP_ log resulted on your Desktop on www.sendspace.com , then post the download link.


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


    Thank you! :)

  • corman
    corman


    Thanks for the reply. Here's the link to the support log:


    http://www.sendspace.com/file/av0zap


    Corey


    Hello Corman,


    Thank you for reporting this issue.


    I suspect the previous Bitdefender version was not completely removed or a software doesn't allow the new Bitdefender to inject all the drivers in order to function properly.


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


    http://www.bitdefender.com/support/how-to-...t-log-1168.html


    Upload the BDSP_ log resulted on your Desktop on www.sendspace.com , then post the download link.


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


    Thank you! :)

  • corman
    corman
    Thanks for the reply. Here's the link to the support log:


    http://www.sendspace.com/file/av0zap


    Corey


    Hello?


    Hello?


    Hello?


    Hello?


    Echo!


    Echo!


    Echo!


    The red zone is for loading and unloading only! There is no parking in the red zone!


    These crickets sure are loud in here. Too bad there's no support people around to scare them off....

  • Georgia
    Georgia ✭✭✭

    Thank you for submitting the requested data and for your patience.


    The logs didn't reveal any software that may conflict with Bitdefender, causing this behavior.


    At this point, a Bitdefender repair should be enough:


    http://www.bitdefender.com/support/how-do-...ender-1155.html


    However, if the issue persists, try a clean reinstall of your Bitdefender program by following these steps:


    1) Firstly, run this removal tool:


    http://www.bitdefender.com/files/Knowledge...installTool.exe


    2) After Windows restarts, download the latest Bitdefender kit from here:


    http://www.bitdefender.com/site/Downloads/...nstaller/ts.exe


    Save it on your PC then run it to begin the installation.


    Let us know how is everything going.

  • corman
    corman
    Thank you for submitting the requested data and for your patience.


    The logs didn't reveal any software that may conflict with Bitdefender, causing this behavior.


    At this point, a Bitdefender repair should be enough:


    http://www.bitdefender.com/support/how-do-...ender-1155.html


    However, if the issue persists, try a clean reinstall of your Bitdefender program by following these steps:


    1) Firstly, run this removal tool:


    http://www.bitdefender.com/files/Knowledge...installTool.exe


    2) After Windows restarts, download the latest Bitdefender kit from here:


    http://www.bitdefender.com/site/Downloads/...nstaller/ts.exe


    Save it on your PC then run it to begin the installation.


    Let us know how is everything going.


    Sorry, that didn't help. Either time I tried it. I started getting critical errors again after a few days.


    After that, I had BD email support suggest to do a 'repair' instead of a uninstall/re-install. Again, worked for 2-3 days before the critical error problem arrised again.


    Then, I received the follow from BD support:


    Dear Corey,


    Thank you for responding to us,


    We are truly sorry that you had an unsatisfactory experience with our Bitdefender product.


    Please take note that operating systems such as Windows XP, Windows Vista, and Windows 7 have the same rules when it comes to entering Safe Mode; however, I apologize for not providing you with a specific Windows 7 article on how to enter Safe Mode.


    As we understood from your previous correspondence with us, you had tried several attempts to repair your Bitdefender product, but not a successful uninstall and re-install process was performed.


    That is why we recommended to use the uninstall tool in Safe Mode, where you have every chance of performing the uninstall process successfully and after the restart to download and install Bitdefender from the address below that was provided as well in the previous emails.


    http://download.bitdefender.com/windows/de...r_ts_17_64b.exe


    After you completely save the installation file on your system please visit the article below before running the file. In this way you will take every measure to ensure a proper installation.


    http://www.bitdefender.com/support/How-to-...-issue-886.html


    Also I would like to inform you that you can still use Bitdefender 2013 , if your consider it a more suitable product to you, and it will provide the same level of protection since it updates from the same database for virus signatures.


    If you wish to download and install the 2013 version please use the address below:


    http://download.bitdefender.com/windows/de...ts_2013_64b.exe


    Have a great day, Carey, and do not hesitate to contact us in case you need further assistance!


    Best regards,


    Razvan Ungureanu


    Technical Support Engineer at Bitdefender


    To which I have since replied:


    Sigh…. This is really a piece of work.


    I said nothing about not understanding how to get into safe mode. I DID use safemode when uninstalling. Each time. Did you even read the bloody email?


    I already have successfully uninstalled and reinstalled twice. I’ve already submitted Support Tool logs twice. I’ve tried to ‘repair’ the installation after the last ‘successful’ installation. And yet, today, once again just a few days after the last fix attempt (the ‘repair’ option), I’m back to constant “Bitdefender Security Center has Encountered a Critical Error!” errors.


    I don’t want to ‘still use bitdefender 2013’, a supposedly inferior product, particularly after I’ve already paid for the apparent latest and greatest. Would you pay this year’s price for a last year’s model for any product? That is an insult without some comment on a partial refund on what I’ve paid.


    Anything else you want me to try? Maybe I should uninstall and reinstall yet again? Or repair it again? Maybe I can try holding some magic beans next time to make it work?


    I don’t want to hear back with these same options again. I want to hear back with “we have fixed our product, this one will work 100% and if it doesn’t we’ll refund your purchase 100%”. One chance left Bitdefender.

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