Problems Installing To A Surface Pro 3

dwalters
dwalters
in Install & register

I purchased BitDefender Antivirus 2015 for use with my new Surface Pro 3 tablet/laptop, taking a gamble that since the hardware is more than just a mobile device--not the same limitations as Surface RT or Pro 2-- it should work. Surface Pro 3 runs Windows 8.1 just the same as a desktop PC or regular laptop and so far all my desktop software. The installation worked at first and I made only minor changes in the automatic settings. Then I decided to make sure things were OK after rebooting (full shutdown). That worked, but when I did a restart after that I never got to the Windows login, just stuck at an infinite loop in the preboot screen (Surface logo and spinning balls). I had to go to to safe mode and uninstall BitDefender before I could get back into Windows. Tried reinstalling BitDefender (twice more) and gpt the same system hang on reboot.


Has anyone else been able to get BitDefender running on a Surface Pro 3? Is there a problem with Secure Boot or the fact that the drive has Bitlocker turned on (encryption)? How/why would BitDefender be interfering with the boot sequence? Is this hardware just not compatible yet?


[Customer Care request, ticket no: 2014100806260001]

Comments

  • stridert
    stridert

    Hi Dwalters, I don't think that Surface Pro 3 have anythng to do with this. But please check the suggestion below. 1.gif


    http://www.bitdefender.com/support/my-syst...fender-866.html

  • dwalters
    dwalters
    Hi Dwalters, I don't think that Surface Pro 3 have anythng to do with this. But please check the suggestion below. 1.gif


    http://www.bitdefender.com/support/my-syst...fender-866.html


    Hello stridert -- thank you for the suggestion, but I had already read that page and followed the steps indicated, up to and including getting a support ticket (still waiting to hear back on it; it's been 11 days). BitDefender AV 2015 was the only AV software ever put on the Surface Pro 3 machine, other than the built-in Windows Defender. I noticed that BD turned off Defender during the course of installing itself, and I half-expected that. Then the fun began on reboot. Since I was able to completely uninstall BD while in Safe mode, I thought that a fresh install should work, but it did not. I might try again if I can be sure not to mess up my OS (I have to be careful to select Safe mode or Restore to a designated restore point but NOT Refresh or Reset, which are Windows 8.1 rescue modes I now know are last-ditch).

  • Georgia
    Georgia ✭✭✭

    Hello,


    I see my colleagues requested a log from you, which they didn't receive yet (Available for download here: http://bitdefender.com/diagnostic). Be advised that it's not necessary to have Bitdefender installed to be able to run it.


    Please do that and reply to the existing ticket ID 2014100806260001 with the archive BDSP_* that generates at the end on your desktop.


    Thank you for your understanding.

  • dwalters
    dwalters
    Hello,


    I see my colleagues requested a log from you, which they didn't receive yet (Available for download here: http://bitdefender.com/diagnostic). Be advised that it's not necessary to have Bitdefender installed to be able to run it.


    Please do that and reply to the existing ticket ID 2014100806260001 with the archive BDSP_* that generates at the end on your desktop.


    Thank you for your understanding.


    OK -- I generated the archive you requested and emailed it back as a reply to the last BD email received. Please let me know if you see any software conflicts that might be responsible (except for KAV, which I installed later).

All Time Leaders

Categories

Defenders of the month