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BSOD caused by atc.sys
Since a few months I have experienced BSOD several times and the cause according to minidump files is atc.sys
I reinstalled BD two times and it worked for 11 days. I just don't know what it can be. Never had this problem with BD before and I don't want to look for another AV software.
I sent a ticket with my problem to support but I'm still waiting for their reply.
Is there anybody who had experience with this problem and how they solved it?
Best Answer
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Kindly perform below steps & see if this helps you in anyway.
1) Download Bitdefender product uninstaller (https://www.bitdefender.com/files/KnowledgeBase/file/Bitdefender_2022_Uninstall_Tool.exe) & Norton product uninstaller (https://buy-download.norton.com/downloads/RnR/NLOK/NRnR.exe)
2) Restart PC in safe mode (https://support.microsoft.com/en-us/windows/start-your-pc-in-safe-mode-in-windows-92c27cff-db89-8644-1ce4-b3e5e56fe234)
3) Run Bitdefender product uninstaller & Norton product uninstaller in safe mode.
4) As soon as desktop opens, assuming your windows drive is C, open below things in run (windows icon + R) command one by one :
C:\Program Files (delete any folder with name bitdefender)
C:\Program Files (x86) (delete any folder with name bitdefender)
C:\ProgramData (delete any folder with name bitdefender)
C:\Users\{your pc name}\AppData\Local (delete any folder with name bitdefender)
Check the same for norton and symantec.
5) Open run command again and run below command one by one :
temp ,delete all the files in the folder
%temp% ,delete all the files in folder
prefetch ,delete all the files in folder
6) Open registry editor through run command (windows icon + R) and then type regedit. Once registry editor opens, click on edit -> find, make sure to tick mark match whole strings only. Type bitdefender in search box and click find next. If any file or folder under name of bitdefender is found, delete it. Continue searching the registry and deleting until the search will report no registry keys found.
Check the same for norton and symantec.
7) Restart your PC in general mode by unticking the option that you selected to run the system in safe mode and then click apply.
8) Remove devices from online bitdefender central (https://www.bitdefender.com/consumer/support/answer/2795/)
9) Download online installer for your respective bitdefender product from below stated links
Bitdefender Antivirus Plus: https://download.bitdefender.com/windows/installer/en-us/bitdefender_antivirus.exe
Bitdefender Internet Security: https://download.bitdefender.com/windows/installer/en-us/bitdefender_isecurity.exe
Bitdefender Total Security: https://download.bitdefender.com/windows/installer/en-us/bitdefender_tsecurity.exe
Once your respective bitdefender product is installed, a bitdefender dialogue box will open where you will need to login with your registered bitdefender online central details and after a successful login, your product will be synchronized with your online bitdefender central account. Henceforth, your product will get registered & activated with online bitdefender central automatically.
I hope this helps.
Regards
Life happens, Coffee helps!
Show your Attitude, when you reach that Altitude!
Bitdefender Ultimate Security Plus (user)
1
Answers
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Hello.
Did you get an automated reply by the Bitdefender Customer Care Team, with your ticket number?
If so, create a log file on your Windows device using Bitdefender Support Tool, by following these steps:
and
create a log file on your Windows device using BDsysLog, by following these steps:
Now, in reply to that automated reply, you can send the log files you already created.
Since you are all done, just wait for the support engineers to investigate your issue and find a solution to fix the issue.
Also, @Alexandru_BD could take a look here and see your ticket's status.
Regards.
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Hello @firozanazreen and welcome back to the Community!
Wow, you've been a member since 2012, happy to have you back on board here 🙂
I've just checked the status of your ticket and noticed that one of the Technical Support representatives responded just 37 minutes ago. Kindly follow the instructions received and reply on the open case. I will post the troubleshooting steps here as well:
1. Run a Windows check disk. In order to do that, please follow the steps from this link:
http://www.eightforums.com/tutorials/6221-chkdsk-check-drive-errors-windows-8-a.html
Let the process run and wait for the computer to restart.
2. Run the DISM command. The steps to perform this operation are in this article ("Option One" in the article):
http://www.eightforums.com/tutorials/26512-dism-fixing-component-store-corruption-windows-8-a.html
Now restart the system.
3. Then please use the System File checker:
http://support.microsoft.com/kb/929833
After the process is finished, please reboot the computer and check if the situation persists.
Many thanks to @Gjoksi for the heads-up.
Regards
Premium Security & Bitdefender Endpoint Security Tools user
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Thanks for the links. Will try this soon.
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Thanks for posting this. I did these steps last Friday. Don't know if it helped. After the first BSOD I reinstalled BD but 11 days later BSOD happened again. I can try these steps and hope for the best. I also disabled Windows Spotlight just in case.
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Had the same issue today. BSOD and WinDbg report atc.sys as the culprit.
I remember buying this laptop with Norton trial software preinstalled. I had it uninstalled and installed BD after restart. I contacted Norton and they sent a Remove and Reinstall tool to delete traces of their software.
Is this enough or do I still have to follow the steps as described in previous chats?
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Hello.
If i was you, i would do the next:
First, i would remove Norton using the Norton Remove and Reinstall tool for Windows:
and do a system restart.
Then, i would remove Bitdefender using the Bitdefender Uninstall tool for Windows:
and do a system restart.
When both products are completelly removed, i would reinstall Bitdefender from my Bitdefender Central account and see if the issue has been resolved.
Regards.
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Okay, will try that. However I already used the Norton tool. But will do it in the steps you advised. I really hope this will resolve this issue. The strange thing is that it only happens every 11 or 13 days. A few days ago I had a Windows update (the usual). Don't know if there is a link between this.
I hope it works this time and that I don't need to ask for help (very much appreciated of course) over 11 days :)
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Thanks, I will apply this solution coming weekend. Let you know if it worked after about 13 days, just to be safe :)
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Well, it happened again. Did the steps advised by @mrmirakhur and stopped after step 7. Had some problems and sent @mrmirakhur a message. Waiting for his/her reply if it is okay to sent it only a message or that I should post my reply also in this topic.
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I replied to you via private message.
If the issue persists, kindly contact the bitdefender support by visiting https://www.bitdefender.com/consumer/support/ and scroll down to the bottom of the webpage where you can get in touch with support representative either by email, chat or over a call.
Regards
Life happens, Coffee helps!
Show your Attitude, when you reach that Altitude!
Bitdefender Ultimate Security Plus (user)
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Thanks for your reply @mrmirakhur
Yeah, did that too a few weeks ago and they gave me the same advice as posted here in this topic by @Alexandru_BD on May the 30th. I will try the private message solution.
ps. Bdagent is still showing as startup in taskmanager. Strange, since I uninstalled it in safe mode. I wonder if there is a way to delete it.
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Never mind, figured it out myself.
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And solution?
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