Full system scan caused hard crash

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Comments

  • Jimbo22
    edited January 2022

    Hi All,

    Same issue, occurs in two ways:

    • windows randomly stops functioning, display works and mouse works but eventually nothing responds to a click and keyboard input is not detected (ctrl+alt+del doesn't work); and
    • this windows crash is reproducible when a bitdefender full system scan is run - eventually when it is scanning a window's update file the scan just hangs, the clock keeps ticking but it is stuck on that file (windows doesnt accept input at all).

    For both situations the only solution is to hard reset the PC.

    Brand new build from start of December 2021: 12700K, 32GB Corsair Ram, Asus 3080ti, Gen 4 PCIe SSD + Sata SSD.

    Checks completed:

    • Run windows memory check - no errors
    • CrystalDisk info and test, good health and no errors.
    • Removed GPU and issue still occurs when performing full scan
    • Run windows system corrupt file check, no issues
    • Updated Bios to latest version and updated Intel ME
    • Removed potential conflicting software, all hardware monitoring software (GPU Tweak, Corsair Link, Asus Armoury Crate and Nvidia GeForce experience)
    • Uninstalled and reinstalled Bitdefender 26.0.7.41 (on the above advice to update) and the initial system check works but on restart when running a full scan the issue occurs again.
    • Just did another full system scan however and the windows crash did not occur and the scan was able to complete, will try again and see if the random crashes occur in coming days or if it occurs again when running a full system scan.

    Attempting to gather logs and submit ticket.

  • We are also using Enterprise GravityZone though Pulseway as a partner. Product version: 7.4.2.142. Engines version: 7.90804 (11235714). I have a ticket open with them, but wanted to shine a light on the fact this does not seem to be isolated to a particular free/pro/enterprise tier.

    In our environment we haven't narrowed it down to what the issue is yet, but have narrowed it down to a specific model computer with a specific arrangement of components that are causing it for us.

    We use Lenovo ThinkCentres, and all our newly deployed machines with specific model: 11JB000TUS are freezing with 100% SSD usage during scan. Low Priority, No Registry, quick, full... doesn't matter. Even after wiping them clean with an vanilla copy of Windows 10 Pro 21H1. Doesn't matter if we update the BIOS or leave it a few versions back. Doesn't matter if we have the latest AMD chipset drivers or a few revisions back (though I would not rule those out as factors that have no solution yet). It seems to be something in the hardware arrangement.

    Similar spec model but Tiny form factor, model 11JJ0019US, does not freeze.

    Previous Model 11A9000UUS, with Ryzen 5 3xxx series CPU does not freeze.

    13+ year old computers running Core2Duo E5400 are not freezing.

    I don't think it's the model of NVME since. The affected models have a WDC PC SN730 SDBQNTY-256G-1001, but some non-affected models also have WDC PC SN730 SDBQNTY-256G-1001


    https://psref.lenovo.com/Detail/ThinkCentre/ThinkCentre_M75s_Gen_2?M=11JB000TUS

    https://psref.lenovo.com/Detail/ThinkCentre/ThinkCentre_M75q_Gen_2?M=11JJ0019US

    https://psref.lenovo.com/Detail/ThinkCentre/ThinkCentre_M75s?M=11A9000UUS

  • I have the same issue. Disabling registry scanning helps. It seems that the bug wasn't fixed by BD.

    Probably the issue is related to NVMe disks. I have a second disk (classic HDD disk) in my PC with Windows 10 and problem doesn't exist.


    Specification of my PC:

    Motherboard ROG MAXIMUS XIII HERO

    Intel Core i9-11900K + Noctua NH-D15

    SSD NVMe  SAMSUNG 980 PRO SSD 2TB M.2 NVMe PCIe 4.0 (MZ-V8P2T0BW)

    Kingston FURY 64GB (2x32GB) 3600MHz CL18 Renegade RGB (KF436C18RBAK2/64)

    PSU DARK POWER PRO 12 1200W (BN311)

    Windows 10 Pro


    Full system scan is working correctly when I boot from: SEAGATE Exos X16 16TB ST16000NM001G.

    DO YOU PLAN TO FIX THE ISSUE IN 2022 OR 2023????

  • My client own a Lenovo M75S 11JB000TCA

    Setting scan registry off on my client's template in gravityzone did the job so far.

  • SSGTBigman
    edited February 2022

    Good Morning, we are having a very similar issue. I have a case open with Bitdefender trying to work on this issue, but haven't gotten very far. I also pointed them to this Thread and asked they review everything; trying to help them understand this is a much larger problem. They are stating that No One that has commented on this thread has created a ticket with them and therefore they are not able to help.

    If anyone has created a ticket with Bitdefender about this issue and would like to link all of these together to help get Bitdefender moving on this I am happy to add the provided ticket numbers to mine, and request Bitdefender Link the problems.

    If you want to add my ticket number to your issue to help as well. My ticket number is Ticket ID 00641046

  • Thanks for sharing @SSGTBigman and welcome to the Community.

    We're seeing multiple signals on these crashes, also mixed between our Enterprise and Consumer products. What are you using?

    Also, usually for this kind of issue, logs are required - hence the Support needs to be contacted @Alexandru_BD

    cheers,

    Mihai

    Intel Core i7-7700 @ 3.60Ghz, 64GB DDR4 || Gigabyte nVIDIA GeForce® GTX 1070 G1 8GB || WD Blue NAND 500GB + 1TB

  • Mihai, we are using the Enterprise Product Bitdefender GravityZone.

    I submitted logs using the detailed troubleshooting tool in the backend portal. It ended up being around 2.5GB Log File. Support has now requested that I create a dump file, and I am trying to work on that for them, but it is taking time to get that done.

    I guess I am a little confused why Support is saying they can't find any documentation internally on where this issue has been reported, but you state Bitdefender is seeing multiple signals on these crashes? Why can you see this information, but support can't?

    It would be great if we all could work together and try to get this resolved. We have been dealing with this issue for right at about 2 months now with no resolution in site.

  • We have separate support teams for Consumer and Business. Also, from the Community we had mixed feedback (both for the core consumer product, but also from endpoints).

    Just letting you know we're on it and we'll get back with the progress.

    Mike

    Intel Core i7-7700 @ 3.60Ghz, 64GB DDR4 || Gigabyte nVIDIA GeForce® GTX 1070 G1 8GB || WD Blue NAND 500GB + 1TB

  • Hello, we use Bitdefender Endpoint Security tools trough Gravity Zone Elite, and we have about 30 Pc-s being protected by Bitdefender. Issue is when i run full scan task on all systems some of them (random) would crash and nothing but a "hard reset" can be done at that time. Systems that are crashing are rescent gen (i5 9-th gen and above) and all have in common one thing they all use M.2 nvme ssd-s (diferent make and models). Also issue does not occur always on the same systems if i restart pc and then re-run full scan everything goes well and yet other times it crashes. We stress-tested all our PC-s and there is no issue there. Is there any solution to this problem in near future, because as a software company we relly heavily on stability of our workstations and also on their security...

    Thanks in advance :)

  • My problem is similar but maybe it's being dealt with elsewhere as it's a system scan issue using Mac OS Big Sur and a MacBook Air.

    After a system scan of my MacBook Air - latest Big Sur software update - my Outlook for Mac app has disappeared and been replaced with another folder. The system scan was completed after 45 minutes and didn't indicate any issues, despite the Outlook app going awol! I checked the native Apple Mail app and the Outlook account isn't available. I have undertaken many short scans without any problem like this occurring.

  • Hello,

    The engineers are trying to reproduce the problem internally on similar systems .. without much success yet ...but it would help if they could schedule remote sessions on work stations where the issue can be easily and quickly reproduced. Thus, I kindly ask you to get in touch with our Support Teams on this one, as unfortunately we cannot resolve it here.

    In specific cases, more information is required for troubleshooting the situations that Business Solutions users may encounter along the way, and such logs can only be transmitted through the Enterprise Support Teams.

    You can contact the engineers using the link below:

    Stay safe.

    Premium Security & Bitdefender Endpoint Security Tools user

  • After installing BD I lost my 2 tb hard drive and had to get a new one. How do I use my new drive to get the virus out of my old drive?

  • I have an I7 and a 1060 TI with 16GB of Ram. NO REASON this computer should be crashing every time I do a system scan. I will be uninstalling, requesting a refund, and going elsewhere from now on. I gave Bitdefender a try but obviously, it's cheap for a reason, because it doesn't work.

  • is there an update available for this problem.

    We have the same issue on many devices with M.2 Drives.

    For now we did disable the scans, and after that we done this, we did not get any new notifications form our customers.

  • Hello,

    The engineers do have some workarounds in place and they are about to isolate the issue. My recommendation would be to get in touch with the Support Teams for a detailed case-by-case troubleshooting. You can reach the technical representatives by choosing one of the contact methods available at the link below:

    Thank you for your patience and understanding throughout this process.

    Best regards.

    Premium Security & Bitdefender Endpoint Security Tools user

  • I also have this problem on a new install of Bitdefender on a very powerful laptop, I've tried 3 times without any success to do a full system scan. Just completely freezes up entirely, no disk activity, needs a hard shutdown by holding down the power button.

    If you need help in diagnosing the fault Bitdefender, just contact me and I'll do what I can to help.

  • Im having the exact same issue. As an MSP we have about 400 Machines on BD. Only 1 so far has done this. This is its first ever scan after configuring it from new ready for delivery to the customer etc. Due to supply chain issues this new machine has an AMD rather than an intel i5. So thats the only major difference. We did however do 2 other AMD machines last week. Ive opened a ticket with support, but they are wanting me to run a logging process and close it when the scan crashes.

    I have tried to explain that its the machine that crashes in my very best english.

    Kinda hard to close a logging session so that log gets written, when one has to hard reset the machine to get it back after it has completely locked up. Too late - log is empty and closing it writes the file.

    Maybe the support desk is following a canned ****** rather than listening to or reading the explanation of the issue?

  • Like many people I was having problems with my Bit Defender locking up in a full scan and requiring a hard reset. Did the same with Iobit malware. The problem is Bit Defender encryption software on your Windows drive. Usually that will be the C drive. Turn the software OFF. I did and my Bit Defender scan and Iobit malware scan ran perfectly.

    Charles Britton

    3/30/2022

  • @Alex_Dr can you share with us any insights regarding the issue reported above?

    Thanks!

    Premium Security & Bitdefender Endpoint Security Tools user

  • I just experienced this issue. Like many others, I have a pretty decent PC (i7, 16 GB RAM, SSD, up-to-date Win 10 Pro, etc.) and nothing else was running at the time of the scan.

    I've used Kaspersky on probably a dozen+ PCs since roughly 2013 (still have ~2 years remaining on 2 multi-device plans) and can't recall ever having a single issue... Seriously, not one. However, with all of the hubbub about Kaspersky being a Russian company and a supposed risk, I thought I'd give something else a try just to be on the safe side.

    Based on my research, it looked like Bitdefender had comparable features and its impact to system resources was similar. So, I gave it a shot.

    Imagine my disappointment at being just 4 days into my trial and Bitdefender completely locking up my PC while running a scan. What's worse is that I Google the problem and see that the issue has been happening to other users since last year! That's terrible! How can this not be resolved by now? This isn't just a little bitty bug causing a minor annoyance. It occurs while performing a core function/feature of the software and requires a hard shutdown. If this had been happening for a week or so, okay fine... But months?? That's really not okay.

    I need something that I can install on my 72-year-old mother's PC (600+ miles away) and trust that it will reliably do its job... without crashing her computer. Clearly, Bitdefender is not that product. What a massive disappointment and waste of time.

    Back to the drawing board.

  • Alex_Dr
    Alex_Dr Quality & Customer Experience Specialist BD Staff

    Hello everyone,

    I have reached out to the Enterprise Support Team and at the moment you will need to raise a case with the Support Team regarding the crash during scanning. At the same time I would suggest you also use the link for this thread in the description of the ticket, so as the cases raised will be grouped since this is a wider issue affecting multiple users, and also the recommendation that you were sent to the Technical Support team following the discussion on this thread.

    The reason that cases need to be raised is that we need to keep track of this situation and what arises following the troubleshooting part of each case; each situation could have similarities or disparities and this way, it's easier to follow and pinpoint a common thread.

    Do keep me updated on the process with the Support Team, we need not waste time given the impact that this has on our users.

  • Same problem here, freezing during scans. It works fine on my older PC's. Just no good on the new gaming laptop.

    Sad to see that the problem is still not resolved after such a long time.

  • Flexx
    Flexx DEFENDER OF THE YEAR 2023 / DEFENDER OF THE MONTH ✭✭✭✭✭ mod

    To add here, you can contact the bitdefender business support by visiting https://www.bitdefender.com/support/contact-us.html?last_page=BusinessCategory  

    Regards

    Flex

    (Bitdefender beta tester 2019/ 2020)

    Life happens, Coffee helps!

    Bitdefender Ultimate Security Plus (user)

  • Hello @BOTR1982 and welcome to our Community!

    If you are using an Enterprise product, then please follow @mrmirakhur 's suggestion ; if not , then kindly asking to contact the Consumer support page, here: https://www.bitdefender.com/consumer/support/


    cheers,

    Mike

    Intel Core i7-7700 @ 3.60Ghz, 64GB DDR4 || Gigabyte nVIDIA GeForce® GTX 1070 G1 8GB || WD Blue NAND 500GB + 1TB

  • uffda_irish
    edited April 2022

    Same problem for me. It's happened more than a few times now and I have only had Bitdefender since the beginning of March of 2022


    Definitely NOT a slow hardware issue:

    i9-9900k - Samsung SSD 970 EVO Plus - 32GB RAM - GeForce RTX 2070 SUPER - Windows 10

  • Hello @uffda_irish and welcome to the Community!

    I have noticed you are using a Home User product and I would kindly recommend you to contact our Support Teams for in-depth troubleshooting, as the engineers may require logs and if necessary, a remote session can also be achieved this way. You can reach our engineers at the link below. Simply scroll down the page and choose your preferred contact method:

    https://www.bitdefender.com/consumer/support/

    Best regards.

    Premium Security & Bitdefender Endpoint Security Tools user

  • I've got the same issue on bitdefender. Could never do a full system scan. Only the mouse remains active. Even left it over night like that, but still found it frozen in the morning. Always have to use the power button to force power off the device. Lame ****** product, if you ask me. I guess that's why it's cheaper then the competition. I had hoped it improved from about 5 years back when I had to contact support to uninstall it, since the uninstaller did not work properly. Serves me right to try and give them another chance.

  • Same problem here, crash at random times, blue screen sometimes, only the mouse moves other times. Dell Optiplex 3060, please help!!!

  • Alexandru_BD
    Alexandru_BD admin
    edited April 2022

    Hello @silviudobrica, @Mcsampa

    As you are using a consumer solution, these issues must be reported to the engineers, because they are gathering information to help the developers troubleshoot this behavior for the home user products as well.

    Kindly get in touch with our Support Teams using one of the contact methods available here:

    https://www.bitdefender.com/consumer/support/

    Regards

    Premium Security & Bitdefender Endpoint Security Tools user

  • Nicker
    edited May 2022

    "Gathering information"?? This thread has been going on for a full YEAR! wtf??

    I'm getting the same issue - quick scan is fine, full scan freezes after 1 or 2 mins, only mouse can move, needs to be powered off.

    Unacceptable.

    EDIT: The SOLUTION for me was to set 'Scan Task Priority' to High. Bitdefender works normally now.

  • Hello @Nicker,

    Thank you for sharing your experience and solution with us.

    This thread is ongoing, because there are multiple sporadic reports extending over a longer period of time, each with their own similarities or disparities.

    Our recommendation in the forum is to get in touch with the Support Teams, because this situation is not encountered by all users and there are two categories of reports received, from enterprise users and from home users. Each case has its own particularities and there isn't really a universal solution at the moment.

    Regards

    Premium Security & Bitdefender Endpoint Security Tools user

  • I Just downloaded Bitdefender 1 year later and I'm still experiencing this issue. My system is basically an Intel i7 with 16GB of ram running Win11 through an SSD. If that isn't high end enough for this software to run on, I don't know what is.

    Why sell this product if it crashes during the first can it recommends us to do?

    If anybody has a method to troubleshoot, please reply back to me. I would greatly appreciate it.

    I'm trying to decide whether to buy licence for this software and my trial is expiring very soon.

  • Hello @Iamunend ,

    As this issue appears sporadically surfaces for some users, kindly get in touch with our Support Teams using one of the contact methods available here:

    Also, might try Nicker's idea - set 'Scan Task Priority' to High.

    cheers,

    Mike

    Intel Core i7-7700 @ 3.60Ghz, 64GB DDR4 || Gigabyte nVIDIA GeForce® GTX 1070 G1 8GB || WD Blue NAND 500GB + 1TB

  • @Nicker or @Mike_BD where do you set Scan Task Priority?

    This issue has been happening for months and is driving me crazy.

    Bitdefender support has not been helpful whatsoever.

  • Gjoksi
    Gjoksi DEFENDER OF THE YEAR 2022 / DEFENDER OF THE MONTH ✭✭✭✭✭

    @JoeBD123

    Hello.

    Open your Bitdefender program, go to Protection -> Antivirus -> Open -> Scans -> System Scan, click on the three dots ••• button on the right next to System Scan, click on "Edit", change the "Scan task priority" to "High", click "Next" and "Save".

    Also, do the same steps for "Quick Scan", change the "Scan task priority" to "High".

    Regards.

  • Same issue here. But in my case the full malware scan (gravity zone) locked up my production server necessitating a cold-restart. This led to significant downtime for staff as they could not access critical software / data. (server 2012r2 on extended support (esu's), Hardware - no name - Supermicro with 24 gb ecc ram, 2.13 ghz intel xeon (L5639) 12 core cpus, and 2x2tb hdd (dynamic) raid 1. There are folders written by Macrium (backup files that are ransomware "protected" ie cannot be copied or deleted or modified) that might cause issues for the scan?? Not sure. The server becomes unresponsive to keyboard input and remains locked on login screen forcing a cold reboot.

  • I solved this issue! By uninstalling Bitdefender and enabling Microsoft Defender! :-)

  • Andrei_S Enterprise
    Andrei_S Enterprise Business Support Manager BD Staff

    Hello @Jack T Russell ,

    I will ask one of our Enterprise Support Engineers to open a ticket for you and investigate the issue. We will need to collect advance logging from the server that is experiencing the issue in order to determine the root cause.

    Please be aware that you will be contacted be us over the email and we will provide step by step instructions on how to collect the necessary information.

    In the future whenever you are facing an issue related to performance, please reach out to us through any of the contact channels available here: https://www.bitdefender.com/business/support/en/71263-85158-contact.html

    Kind Regards,

  • LOL, I also uninstalled it.

    I had this issue a long time ago, then again this past year. I think it persisted since Windows 8 until Windows 11 (for me, at least) and with various hardware configurations.

    Great product!

  • Jack T Russell
    edited December 2023

    @Andrei_S Enterprise - thank you. I already communicated with the enterprise support and provided the requested zipped log file. They reviewed it but were unable to make any conclusions based on their review.

    They have asked that I run another full scan and perform a data dump to capture the event while occurring. For obvious reasons I have no intention to risk my domain controller and server generally to another locked up status requiring a cold reboot. I cannot afford the downtime nor the cost to rebuild the active directory and DNS etc if another freeze renders the system corrupted and unusable.

    We had used webroot endpoint for years without issue. In fact, in 6 years we have never had the server lock up and become unresponsive. This was the first time. The fault clearly lies with the recently installed gravityzone software. (it is statistically improbable that the fault lies elsewhere...)

    Given that this appears to be a common issue (and has been known for several years), what steps have been taken to identify and remediate the issue? Were remediation steps also taken on the enterprise application?


    thx

  • Andrei_S Enterprise
    Andrei_S Enterprise Business Support Manager BD Staff

    Hello @Jack T Russell,

    I understand this is a very sensitive issue and the impact is high but I would suggest you try to create a test environment if reproducing the issue is difficult on the production environment or try during a time interval where the impact would be minimal for you.

    What I can say is that although the symptoms look the same with what users have described (initial post is from Jan 2022) , especially for performance issues the root cause is different in most cases, this is because it strongly depends on the environment configuration (what apps are installed, OS patches, HW req, etc.). In order to provide a proper solution we need to determine the root cause in your case so, a memory dump would help provide us with more details.

    Since Jan 2022 the product received multiple updates which has considerably improve it's performance. Before any update is released to the market the product goes through an extensive testing process which would highlight performance issues for most common configurations so we currently do not have a general issue on this area that is why it is important to understand the root cause in your case.

    Kind Regards

  • Hi @Andrei_S Enterprise - thank you for you reply. Unfortunately bc my server is on prem and not virtualized, there is no easy way to create a test environment to play around with this. The only option is to once again put my production server in harm's way to carry out this task. There is a legal expression that states: Res ipsa loquitur, ie the thing speaks for itself. In other words, the only change made to our server was the install and running of the full scan, and now we have this issue.

    But now I also have another problem that is new to this install....it is preventing Veeam backups somehow. We are now gettng VSS snapshot errors preventing backups.

    Honestly, Gravityzone has become a nightmare. If I knew that we would have so much trouble, I would not have left Webroot. And if I could be refunded and provided with a way to easily remove this from our endpoints, i would not hesitate.

    This has consumed far too much time and still no resolution. Only new problems....

    I will post this new issue under separate posting. Ugh.

  • Andrei_S Enterprise
    Andrei_S Enterprise Business Support Manager BD Staff

    Hello @Jack T Russell ,

    I will ask my colleagues to reach out to you directly so we can help quicker also with the second issue and for the first one, I will discuss with them to see what alternatives we have to investigate but without having proper logs it's difficult to see what happens during the scanning.

    Kind Regards