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[Sent To Developers] Uplay Unable To Update Some Files When Bitdefender Installed
I bought Farcry 4 and it installs fine into UPlay, however it wanted an update but while trying to update, it stays at 0B/s during downloading and doesn't complete.
I investigated the logs for uPlay which showed many "read time out" and "connection aborted" messages leading me to think it was a firewall issue however changing firewall options (and turning it off entirely) made no different. I also tried turning off all the other modules with no change such as disabling all options in the "Traffic Scan" and disabling "On access scanning" entirely.
I tried many different things like resetting my network stack, adjusting receive windows, and other TCP options using netsh to try to get it working and finally had partial success using a HTTP proxy, however, it was still unreliable. I then recorded the TCP packets using Wireshark which showed lost, out of order packets and duplicate ACKs that showed to me that something was interfering with the download.
Using the UPlay logs I was able to successfully download the file mentioned using Firefox, however UPlay still appeared to time out for some reason.
After much hair pulling I eventually I found this post:/index.php?showtopic=57257" rel=""> [escalated to testing team] Bitdefender Is Blocks Uplay From Ubisoft from 2015.
I tried as the user mentioned and uninstalled Bitdefender, and upon reboot UPlay had no issues doing the update and worked flawlessly.
I then reinstalled Bitdefender and UPlay cannot complete the update properly.
A workaround was provided in the 2015 post (which appears to disable/remove the HTTP scanning module), however, no permanent fix was released.
Please re-escalate this issue to the 2016 team as it appears it still exists.
Windows 10
BitDefender Internet Security 2016 - Build 20.0.28.1478
Comments
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Hello spikeles,
Please undo the bdtl.dll renaming first so that issue would replicate again.
1. Then access https://www.sendspace.com/file/fdcbik and download the file named core.http.xml
2. Save it on your computer, then start Windows in Safe Mode.
3. In Safe Mode, copy the file inside this folder:
C:\Program Files\Bitdefender\Bitdefender 2016\settings
When prompted to replace the file with the same name choose yes.
4. Restart Windows normally, and reproduce the Uplay issue.
5. At the end close the program and collect all tl_* logs from C:\Windows\temp
6. Compress them in an archive and attach it to your reply.
7. Restart Windows one more time in Safe Mode and delete the file core.http.xml from C:\Program Files\Bitdefender\Bitdefender 2016\settings (in order to disable useless logging).
8. Also, please send us a fresh Support Tool from that system:
[how to generate a SUPPORT TOOL log]
http://www.bitdefender.com/support/-1168.html
Thank you so much for all your help. We are looking forward to hearing from you!
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Hi Georgia,
Thank you for your response!
I have completed your instructions and have the resultant files (Except the support tool files - see below), however, as I mentioned /index.php?showtopic=68902&p=253582" rel="">in another post on these forums, as these kind of files contain personal information, I don't think linking files with such information in a public forum is a good idea and have instead uploaded them to my Google Drive and would prefer to send you (or a colleague) a link via Private Message but am unable to (It appears to be disabled in your profile?)
(PS: I firmly believe you should discuss with whomever is in charge of your tech support on these forums to think about stopping the advice to link/attach such sensitive files in a public forum).
After having a look at core.http.xml, I managed a temporary workaround by adding the domain UPlay was using ( uplaypc-s-ubisoft.cdn.ubi.com ) to one of the passthrough categories ( localhost ) in core.http.xml, and this worked great until Bitdefender reverted the file.
As for the support tool files request, I am not able to provide those at this time. I left the support tool running for 3 hours until I cancelled it out of frustration. The main culprit appeared to be a program called sysdump.exe. My computer isn't a slouch and according to Process Explorer the sysdump.exe was maxing out a single core (I have a quad core I5) with no significant disk usage.
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Hi spikeles and thank you for your prompt response.
I've created the e-mail ticket 2016052712390001 for you in the Bitdefender support platform. Please reply to my e-mail and send me there the tl_* logs.
To prevent Bitdefender from modifying core.http.xml, whitelist uplaypc-s-ubisoft.cdn.ubi.com again and then make these changes in Safe Mode (they will turn off product updates and allow only signature updates):
- Locate the file: 'update_components.xml'
- Right click on it and select 'Edit' or select 'Open with' and then 'Wordpad' or 'Notepad' (or any other text editor] from the list
- Once the file is open, look for the string that starts with '<Product enabled="1"'
- Replace the number '1' with '0' and save the modification
- Restart Windows normally
As for the issue you are encountering with the standalone diagnostic tool, please try this instead and let me know if it works: right click on the file supporttool.exe from the folder C:\Program Files\Bitdefender\Bitdefender 2016 and choose 'Run as Administrator'. Follow the on-screen steps and wait about 10 minutes until the progress bar reaches the end.
I am here for you should you require further assistance.
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Hi Georgia,
I have replied to the email with the required files, hopefully they will assist in troubleshooting the issue.
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Hi spikeles,
I have retrieved the data.
Please read my last reply sent out yesterday and get back to me via e-mail. We need further details from you.
Thank you!
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