PrivaZer blocked by Bitdefender while cleaning PC

PrivaZer Team

Hello,

here is the PrivaZer Team developing PrivaZer, a well-known PC cleaner.

We have users reporting issues with Bitdefender :

Bitdefender prevents PrivaZer from cleaning the internet traces and freezes it like this :

2023-08-31 09_52_54-NVIDIA GeForce Overlay.jpg

Users have to kill privazer.exe process as it becomes unresponsive.

Can you investigate and fix it?

Thanks in advance.

edit: link address removed.

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Comments

Scott

Hello @PrivaZer Team

If there are any users having issues with the app and Bitdefender, please direct them to this community where we will show them how to add the .exe process into the AV and Advanced Threat Defense Exceptions.

https://www.bitdefender.com/consumer/support/answer/13427/

Kind regards,

Scott

PrivaZer Team

We could test on the customer PC.

The privazer.exe file was added to the exclusion list in Bitdefender but with no sucess.

We even switched off the Bitdefender protection (antivirus, advanced threat defense, ransomware detection,...)

but with no sucess.

PrivaZer Team

The only way to have PrivaZer running is to uninstall Bitdefender.

Scott

https://community.bitdefender.com/en/discussion/comment/328074#Comment_328074

Thank you for your follow-up posts. There isn't much we can do on this forum end. So in that case, you should contact Support from the link below. Go through the How To's and Troubleshooting prompts until reach the black Contact Support box. You will have three options, Chat, email and phone support, which is not toll-free. Chat can be the quickest way to get things started. And see what they can do on their end. They may need BD log files to be submitted to understand what is causing the issue.

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

Kind regards,

Scott

Flexx

https://community.bitdefender.com/en/discussion/97020/privazer-blocked-by-bitdefender-while-cleaning-pc

https://community.bitdefender.com/en/discussion/comment/328073#Comment_328073

https://community.bitdefender.com/en/discussion/comment/328074#Comment_328074

Check if below steps help:

1) Temporarily disable Bitdefender Protection: https://www.bitdefender.com/consumer/support/answer/28557/

2) Set exclusion in Bitdefender Antivirus: https://www.bitdefender.com/consumer/support/answer/13427/

3) Set exclusion in Bitdefender Advanced Threat Defense: https://www.bitdefender.com/consumer/support/answer/2393/

4) Re-enable real time protection in Bitdefender.

If issue persists,

Kindly contact the bitdefender support by visiting https://www.bitdefender.com/consumer/support/ and on the basis of your product selected and type of issue you are facing you can get in touch with support representative either by email, chat or over a call.

If you choose email, you will get a ticket number on your registered email.

Generate below stated logs and attach it to the ticket number that you received on your registered email.

Generate bitdefender BDsysLog: https://www.bitdefender.com/consumer/support/answer/1922/

Generate bitdefender support tool logs: https://www.bitdefender.com/consumer/support/answer/1733/

Generate bitdefender connectivity logs: https://www.bitdefender.com/consumer/support/answer/9689/

If the generated logs are larger in size, you can upload the logs to google drive or we.tl (7days link validity for free users) or ask the support team to provide you with the online link & password of bitdefender cloud where you can upload the logs and share the upload link with the support team.

The support team will reply back to the same email within next 24-48 hours excluding weekends.

Regards

PrivaZer Team

Hello,

still having issues despite we have contacted the technical support.

No answer received. No help received.

Is that normal ?

The PrivaZer Team

Scott

Hello @PrivaZer Team

Thank you for your patience. No, that is not normal. Maybe @Alexandru_BD can check into this for you on Monday or Tuesday and see what may be causing the delay.

Regards.

Flexx

https://community.bitdefender.com/en/discussion/comment/328934#Comment_328934

If you have received an email from Bitdefender support, please reply to the same email. This will help the support staff know about the previous resolution they provided you.

Regards

Alexandru_BD

https://community.bitdefender.com/en/discussion/comment/328934#Comment_328934

Hello @PrivaZer Team,

I have noticed that the Support teams replied to you on the open case on 31st Aug, but haven't heard from you since. Could you please get back to them by replying to their email please? The engineers requested a screenshot from your Notification tab:

1. Open Bitdefender and go to the Notification tab.

2. Click on one of the notifications regarding your situation in order to expand it for more details.

3. Send us a screenshot of the expanded notification.

Kindly provide the required information and they will advise further.

Regards,

Alex

PrivaZer Team

We don't see any reply from the Support team.

The problem is quiet simple : Bitdefender is blocking PrivaZer while cleaning.

It also prevents PrivaZer from accessing its settings files located in %localappdata%\PrivaZer so that end-users are complaining.

Is it so difficult to run a test on your side on a PC running Windows ?

It's just blocking PrivaZer. That's it.

That would not be so difficult for you to investigate...

Alexandru_BD

Hello @PrivaZer Team,

Maybe their reply got lost somewhere.. I have noticed you are using a support email address for Privazer, so I assume it's a distribution list with more recipients? Anyway, try the following:

1. Click the Windows Start button in the lower-left corner of your desktop.

2. Type directly in the Search box appwiz.cpL and hit Enter

3. This will bring up the list of installed programs. Locate Bitdefender in the list, right-click on it and choose Uninstall.

4. A wizard will appear. Choose Reinstall.

5. Reboot your PC when asked, then follow the on-screen steps to reinstall Bitdefender and check if the situation you have encountered is resolved.

I have also asked the engineers to contact you as soon as possible.

Regards,

Alex