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Inable To Install

Options
neilmacpherson1
neilmacpherson1
in Installation

Have been unable to download total security,Have tried for days. Have uninstalled Bitdefender,Kaspersky Avast,and norton,which i may have used


with their own uninstallers.


I keep getting the same message.


I have attached photo ( i hope)


Need help Thanks

post-179505-1396940337_thumb.jpg

post-179505-1396940516_thumb.jpg

Comments

  • AdrianHa
    AdrianHa
    Options
    Have been unable to download total security,Have tried for days. Have uninstalled Bitdefender,Kaspersky Avast,and norton,which i may have used


    with their own uninstallers.


    I keep getting the same message.


    I have attached photo ( i hope)


    Need help Thanks


    Did you try Bitdefender previously? The installer is seeing SafePay on your system.


    Run these uninstallers then try again.


    First one should find and remove older editions.


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


    Second one is for the new 2014 products


    http://www.bitdefender.com/site/Downloads/...sumer_paid.html (Download the Total Security Uninstaller )

  • neilmacpherson1
    neilmacpherson1
    Options
    Did you try Bitdefender previously? The installer is seeing SafePay on your system.


    Run these uninstallers then try again.


    First one should find and remove older editions.


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


    Second one is for the new 2014 products


    http://www.bitdefender.com/site/Downloads/...sumer_paid.html (Download the Total Security Uninstaller )


    Thankyou AdriannHa,


    I have already tried both of those uninstalls


    I just keep getting that window ,terminates the install and then having to reboot.


    Been doing this for three days,nearly ready to accept the monetry loss and try another interne security

  • AdrianHa
    AdrianHa
    Options

    No need to lose your money! Bitdefender will refund if they can't help you get set up .


    On the Bitdefender GUI look at the bottom right corner.


    " Help and Support" , click that and choose the support option, you can create a support package / ticket , the tech's will contact you via email. It might take a day or 2 to get a response.


    Failing that Georgia will possibly pick this up from the forum and help you.

  • AdrianHa
    AdrianHa
    Options
    No need to lose your money! Bitdefender will refund if they can't help you get set up .


    Failing that Georgia will possibly pick this up from the forum and help you.


    Well that was dumb )) you can't send the package unless you have an install.


    Contact customer support http://www.bitdefender.co.uk/support/contact-us.html / http://www.bitdefender.com/support/contact-us.html

  • Georgia
    Georgia ✭✭✭
    Options

    @ neilmacpherson1


    I found your ticket ID 2014040700400002 in the system. As far as I could notice from the support tool, there are several other security solutions on the same computer.


    My colleagues will contact you in maximum 24 hours with more details.


    Thank you for reporting this issue!

  • neilmacpherson1
    neilmacpherson1
    Options


    @ neilmacpherson1


    I found your ticket ID 2014040700400002 in the system. As far as I could notice from the support tool, there are several other security solutions on the same computer.


    My colleagues will contact you in maximum 24 hours with more details.


    Thank you for reporting this issue!


    [/quote


    Thankyou Georgia,I have tried the uninstallers,they didnt work.


    I cannot recall loading bitdefender onto this computer.


    I had bitdefender on a desktop some years ago.


    I have already a ticket and was sent some instuctions but they were unhelpful,


    Replied on the ticket that they had not fixed the problem but they have not answered.


    Regards


    Neil

  • superssjdan
    superssjdan ✭
    Options

    Be sure to run the corresponding removal tools for security software in safemode,followed by a reboot after running each tool.The tools work best in safemode for numerous reasons.Also when done uninstalling via safemode,it may not hurt to run CCleaner's registry cleaner checking only entries that correspond to previously installed security software.Also clearing your temp files wouldn't hurt as well.I typically don't advise using registry cleaners,but CCleaner is pretty safe for the most part,and sure beats having to manually edit registry settings which can become tedious.

  • Georgia
    Georgia ✭✭✭
    edited April 2014
    Options

    Hi Neil,


    I looked over your support tool log and notice there are several other security solutions installed on the same PC.


    Because my colleagues did not reply to your email yet, I will take over the case.


    You should receive my email in about 15 minutes.


    * later edit: I am closing this topic, as I received email confirmation via ticket ID 2014040700400002 that the issue is now resolved.

This discussion has been closed.

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