Error Initializing Scan?
Hi I’ve just ran my first system scan on my Windows laptop. Looked ok but after 5 minutes a box opened, then disappeared and the scan kept running as if ok, in fact it’s still running 26 mins. I am paranoid as my ex is tech savvy, I really worry about keyloggers. Our son spends 1 week alternating between us and our home networks with his devices. Is it normal to get such an initialisation note but the scan keeps running?? Thanks heaps if anyone can help, Julie
Comments
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Hello @JulieS and welcome to the Community!
Based on your description of the situation encountered, I would recommend contacting the Technical Support Teams, as more information might be required to troubleshoot this. You can get in touch with our engineers by choosing one of the contact methods available here:
https://www.bitdefender.com/consumer/support/
Stay safe.
Premium Security & Bitdefender Endpoint Security Tools user
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I have the same "there was error initializing the scan." message pop up.
I'm a Windows10 user.
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Hello.
-- STEP 1 --
Repair Bitdefender, by following these steps:
-- STEP 2 --
If the instructions from Step 1 didn't help, uninstall the Bitdefender program using the Uninstall Tool:
It will completely remove the program.
Next, reinstall Bitdefender from your Bitdefender Central account and see if the issue has been solved, as reinstalling the program usually solves the issues.
-- STEP 3 --
If the instructions from Step 2 didn't help, follow the instructions in this step.
First, take screenshot(s) of the issue
and create a log file on your Windows device using Bitdefender Support Tool, by following these steps:
Next, contact Bitdefender Consumer Support by e-mail:
with short description of the issue.
After that, you will get an automated reply by the Bitdefender Customer Care Team, with your ticket number.
Now, in reply to that automated reply, you can send the screenshot(s) you already took and the log file you already created in the first step.
Since you are all done, just wait for the support engineers to investigate your issue and find a solution to fix the issue.
Remember that the screenshot(s) and the log file will help a lot to the support engineers for better and faster investigation on your issue and finding a solution.
NOTE: If the log file is larger than 25MB, you can upload the log file here:
After the upload is done, you will get a notification with the file's URL and then you can share the file's URL with the Bitdefender Consumer Support.
Regards.1 -
Hello, then I would suggest contacting Support, as Alexandru mentioned above.
Select, How Tos & Troubleshooting→Troubleshooting and go through the prompts until you get to the black Contact Support box. You will have the the options of Chat, Call or Email. Chat is the quickest way to get thing started, phone support is not toll-free.
Kind regards.
All Bitdefender Home Product User Guides: https://www.bitdefender.com/consumer/support/user-guides/ Using BD Antivirus Plus along with Glasswire free.
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Hello @Vaughn,
Does the PC on which Bitdefender is installed meets the recommended system requirements mentioned below?
If the answer is yes, please check for other security solutions and uninstall them. Then restart Windows and try running another scan to see if the issue is resolved. If the issue persists, get in touch with Bitdefender Support for further assistance.Regards,
Alex
Premium Security & Bitdefender Endpoint Security Tools user
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