Bitdefender Services Are Not Responding

245

Comments

  • Hi Diana Bele,


    I have written in this thread, but never got an email from you! Who has got an email from her?


    Why can't you just make BD to find the missing files by itself, and repair them automatically? If not you might end up loosing a lot of customers!


    Hemanth

  • Quick update,


    I re-install BDIS 2009 (it took some effort to get it back installed) and did not run CCleaner. So far so good. It is working fine, services are good and CPU usage is the normal percentage. Thanks @adkr

  • Hi All


    I have my own pc business and was devastated when one of my clients came to me with his Bit Defender Services not responding issue. I sell allot of BitDefenders and really trust BitDefender to solve issues as I have detected viruses and trojans with it and cleared up some hectic issues with it. I phoned the support team at BItDefender and they assured me that they knew what they where doing and logged in remotely into the pc to solve the issue. After about 2 hours the tech gave up and said that they will give the clients money back. This was not a solution for me as I need to solve the problem, NOT avoiding it. I sat for hours and hours to determine the problem. I have even copied some of the BitDefender files over from my hard drive to see if I could get it started. Trying to do all this just infected my own pc with the same "BitDefender services not responding" issue. Now I had to sort out my own pc as well as my clients pc. I took his pc back and told him that I will come to fix his pc the moment I came to a solution. Well I finally found one after searching for the problem in 5 days.


    I have discovered that both my client pc and my own did exactly the same as follow:


    * I could not boot up in safe mode.


    * Only 2 of the supposed services was running : BitDefender Arrakis server and BitDefender Thread Scanner


    * On downloading of the BitDefender Rescue cd, found that my pc kept on freezing and never found the cause of the problem.



    Solution:


    Remove your hard drive and plug it into another pc with BitDefender. I used an external USB casing to do this.


    Now scan your hard drive for viruses with this Bitdefender making sure that you have the latest definitions.


    I found some interesting Viruses which I am sure was causing the problem.


    JS.Trojan.Winbomb.F and Trojan.Generic.1644710


    Found it on XP in:


    Drive Letter:\System Volume Information\_restore{2BD515B8-E988-474D-931A-261B1A2F7AEA}\RP5\A0001608.exe=](CAB Sfx o)=]\data1.cab=](IShield Module 448) JS.Trojan.Winbomb.F Infected (no action was possible, file was in an archive)


    Drive Letter:\System Volume Information\_restore{2BD515B8-E988-474D-931A-261B1A2F7AEA}\RP5\A0001609.exe=](CAB Sfx o)=]\data1.cab=](IShield Module 448) JS.Trojan.Winbomb.F Infected (no action was possible, file was in an archive)


    Drive Letter:\System Volume Information\_restore{2BD515B8-E988-474D-931A-261B1A2F7AEA}\RP10\A0005832.exe=](Instyler o)=](Instyler Module 4) Trojan.Generic.1644710 Infected (no action was possible, file was in an archive)


    You have to delete the files manually.


    After deleting the files, you can put your hard drive back into your pc and boot up.


    Run the BitDefender uninstall tool to uninstall BitDefender - Reboot and then re-install.


    After re-installation completes, then reboot, register and update Bit Defender


    This has solved my problem. Hope it can solve yours as well. :rolleyes:


    BitDefender should actually put me on their payroll for trying to save their product ;)

  • Hi everyone!


    I'm another upset and affected customer by this problem. <_< I had tried the solutions from Diana from this forum...is not working..... <img class=" /> I had sent an e-mail to the support team....they said to download their attachment....i cannot coz it is giving the error message: "You need permission to install this file" <img class=" />


    I had sent a lot of e-mails to the support team...but no reply <img class=" /> It is so frustrating <img class=" /> knowing that there is a problem, and they are not doing anything to solve it <img class=" />


    I bought recently the BD internet security 2009 for 1 year licence. I didnt use it more than 2 months......and after this I have to buy another one? <img class=" /> It is really really so disapointing


    :unsure:<img class=" />

  • Hello raluca,


    We have sent a follow-up e-mail on the ticket ID that you have been provided with - 200905021006102 - with a new diagnostic tool that will give us with the information needed to resolve this situation. Please be so kind as to reply to the new e-mail that you have been sent with the report.


    Thank you!

  • Hello raluca,


    We have sent a follow-up e-mail on the ticket ID that you have been provided with - 200905021006102 - with a new diagnostic tool that will give us with the information needed to resolve this situation. Please be so kind as to reply to the new e-mail that you have been sent with the report.


    Thank you!


    Hi Diana Bele,


    As I replied to you through my e-mail, after I followed your instructions, now the BD is working fine again.


    Once again, thank you for your support and cooperation.


    Have a great day!


    Raluca

  • One of my Vista laptops is suffering from the same problem ie, Bitdefender Icon goes gray with the message that has stopped working.


    Can i have the same help provided for Raluca please? I´ve been a fan of Bitdefender for some time now, don´t you guys go and disappoint me, okay?


    Waiting for your reply,


    Mix

  • Hello BadMix,


    I have created Ticket ID 200905081005301 in the support database and sent you an e-mail - please have a look at the steps listed there and send us the reports that were generated on your machine.

  • I have this problem as well, can you send me the email instructions.


    I have Vista 32 bit BD.

  • This issue started happening with a recent built update for BitDefender. In order to see what update files did not install correctly we will need to have a look at some reports generated on the systems where this issue is occurring. Thus I have created a support ticket for everybody who reported encountering this issue and they will receive an e-mail shortly.


    This is Fred Perry at [email protected] and using BD Total 2009 on an XP machine. Vserve.exe has started eating up machine performance, especially for email [Eudora]. I think you have a fix and I'd like the email from you that tells me how to do it. Vsserv.exe has 75 or more threads and uses > 50% of resources for 10 seconds or so which = a dead stop for everythibg else.


    - Fred Perry (also at [email protected] and 800-347-5445)

  • badc0mpani
    edited May 2009

    I think I figured it out, and tell me if you did something similar.


    I turned on Game Mode to, well, install a game O.O


    The game is WoW, so no viruses (no 3rd party games, and I don't use addons in WoW)


    After I installed, I restarted the computer while still in Game Mode. Now it is not working. The icon is gray, and when you right click it still says "Turn Game Mode Off" but I can't actually click the text (it's grayed out). Game Mode cuts off all updates and anything server side from getting to your computer (maybe even product acct varification?), which would explain vsserv.exe having the error. I formatted my computer just a few days ago because of this exact problem, but only I couldn't get the program to fully uninstall (hence the reformat. I had been meaning to do it anyway and this was annoying me). Before the format BitDefender was still in my registry, and the Anti-Phishing was still in my browser, even after hours of my trying to hunt stuff down and tweak it (and using the uninstall tool & customer support guessing). Whenever I tried to install over the old stuff, it just would not let me.


    One other guy mentioned it already. He had turned on Game Mode. I don't know if it's just turning on Game Mode at all, or if (like me) you have to have Game Mode on, then restart your computer while it's still in Game Mode (I wasn't having problem with Game Mode personally until I restarted my computer with it turned on).


    Hope this gets fixed soon. I like BitDefender (because it uses a lot less memory than other anti-virus, it seems like) so I would really hate to switch to another Anti-Virus.


    Oh and I'm using BD Internet Security 2009

  • Hello ezcompile, Boselec and Overhyped ,


    For ezcompile - we have created a Ticket ID in the database and sent you the diagnostic tools that everybody else got;


    For Boselec - you are offtopic on this thread. For the slowdown issue you have encountered we have sent you some different diagnostic software and you should already have the e-mail in your Inbox;


    For Overhyped - the issue that you have encountered is a little bit different if it is caused by the automatic entry in Game Mode. In order to determine its caused we have escalated it by e-mail and sent you some troubleshooting steps.


    Thanks to everybody for reporting this situation.

  • Dear Diana!


    I just experienced the same issue today. I went through all the steps here:


    http://www.bitdefender.com/site/KnowledgeBase/consumer/#389


    and sent the resulting files using Customer Care application. I'm not sure if it went through, as I received a blank page after I clicked "Submit" button... Could you please check and let me know?


    If only possible, I'd appreciate help as - similar to other people who posted here - my computer runs unprotected now.


    Kind regards,


    Andrzej Swedrzynski

  • Hello Andrzej Swedrzynski,


    It seems that the files did not reach our support database. Thus we have created a Ticket ID in the database - 200905131006621 - and sent you the message. Please let me know if you received it for we have had issues with e-mails not arriving on Gmail accounts.


    Thank you!

  • I too am having issues with BD going offline every single day.


    Having been a loyal BD user now for 4 years and recommending it to dozens of people and customers it is very disappointing to see that rather than fix the issues BD simply tell everyone to run some diagnostic tool and then start emailing left right & center.


    We need the problems fixed - my BD dies every single day ... the PC is always left on but it goes to sleep. Every morning I wake the system only to be greeted with the greyed out BD icon and needing to reboot. Seriously what is the point of having PC's capable of power saving when basic software apps cause it to fall over.


    It is pretty poor that BD don't fix the issues and make the fixes publicly available - instead you have to register as a memeber on this forum and then start email wars ... and apparently if you happen to write something which BD don't like they'll simply delete your post.


    So like MANY other BD users I feel it's time to 'move on' and find a solution that work and I don't think that will be BD with it's long line of failings and nothing short of pathetic support.


    By the way - I have already reinstalled twice and am NOT prepared to do it again. I will NOT install BD diagnostics given the poor performance of BD itself I simply refuse to add in another app that is just as likely to have as many faults and little or no useful support.


    Fix the issues ASAP and make the fixes publicly available or automatic via updates.


    The daily failing of BD plus the pathetic support is leaning me towards requesting the money back for my 3 year license as the product is 'not fit for purpose' and not living up to reasonable expectations.

  • It seems that the files did not reach our support database. Thus we have created a Ticket ID in the database - 200905131006621 - and sent you the message. Please let me know if you received it for we have had issues with e-mails not arriving on Gmail accounts.


    Dear Diana!


    Your message reached me and I replied last night with the files generated by diagnostic tools and some additional information. I'm looking forward to hear from your R&D department. If I could help any further, please don't hesitate do contact me on my email.


    Good luck!


    Andrzej

  • Any update?

  • same problem over here. and its kinda annoying. hope to be getting help soon ;)


  • I installed this program not even a week and already is causing me horrible issues. I had trouble of creating an account for 5 days until one day it finally was able to connect. Then the automatic deep scans would slow down anything I was doing on the computer until it froze and finally crashed; this occur a few more times my computer crashing and freezing from deep scans and one day the service is not responding. From what I've noticed the .exe file is not running in the background and I need help with this badly.

  • I had this problem also. Get hold of Malwarebytes Anti Malware program (free) and run it. I think you'll find that there are hijacked registry entries for all of the major AV programs including BD. You have a virus that BD has let through and this virus disables all of your security software - even updates. Run the Malware program and remove thge infected registry entries and BD will function again, but only until you reboot, at which point the virus once again disables all security programs.


    I believe you can rename bdagent.exe and it will work because the virus is set to stop bdagent from starting.


    I'm currently waiting for the BD team to tell me how to remove whatever this virus is because the BD program can't.

  • Hello Ken G, Daikenkai, Schmee and phtempel,


    We have contacted you by e-mail and sent some diagnostic tools to find what is causing this issue on your systems.


    Please be so kind as to reply to that e-mail with the reports generated by the diagnostic tools.


    Thank you!

  • I had this problem also. Get hold of Malwarebytes Anti Malware program (free) and run it. I think you'll find that there are hijacked registry entries for all of the major AV programs including BD. You have a virus that BD has let through and this virus disables all of your security software - even updates. Run the Malware program and remove thge infected registry entries and BD will function again, but only until you reboot, at which point the virus once again disables all security programs.


    I believe you can rename bdagent.exe and it will work because the virus is set to stop bdagent from starting.


    I'm currently waiting for the BD team to tell me how to remove whatever this virus is because the BD program can't.


    Thank you,


    This has solved my problem with Bitdefender. It still works, even after rebooting.


    Because Bitdefender could not help me, after two months of trying, I tried using trial versions of two different AVS programs, but neither of those would work either.


    I also could not run regedit.


    After running the Malwarebytes program, everything works ok including Bitdefender.

  • It's the second time i have problems with this product! This time it stop scanning, so i unistall it with the newest version available online and after 2 days it's not working, the icon is gray!


    This is really anoying!

  • I started having this problem today and it's really irritating. I hope Bit Defender can fix this soon. I tried Malwarebytes but it says my system is clean, and I can run regedit.

  • RazorX696
    edited May 2009

    Hi Diana,


    Just yesterday I booted up my computer and got the message "The BitDefender Security Service (vsserv.exe) is unavailable at the moment. Please restart your computer. If the problem persists blah blah blah"


    So I restarted my computer and it started working again, I even did an update figuring you guys had patched that problem and I had no more issues the rest of the day. Guess I was wrong, I started my computer up this morning and I got the same message so I restarted it again, but this time it didn't work. I've tried restarting numerous times throughout the day but with no luck.


    Please help, this is the third time I've had BD crash on me in which it simply stops functioning, for the most part I've found BD to be a great product but my patience with these crashes (which leave me unprotected for days) is wearing thin.


    -- Edit


    Forgot to add this:


    BitDefender Total Security 2009, Build: 12.0.12


    Windows Vista Home Premium 64x SP1

  • EHB
    EHB
    edited May 2009

    Hello,


    2 days ago I installed a new version of Bitdefender 2009 and since then I have the same error. "Bitdefender services are not responding".


    I uninstalled BD 2008 with the uninstall tool.


    I am using Vista X64.


    Hope you have a solution.


    Thanks,


    Harry

  • I have BD 2009 installed on Vista 64 on 2 computers and watched bitdefender stop working on both after updating today.


    I used system restore while in safe mode to go back to before the update. Then I was able to uninstall BD.


    I now am using Avast until BD gets it together.


    Frustrating...

  • Had this happen to me today too,first time.


    No thread of vsserv.exe is runnign on my OS. (VISTA 64).


    Appreciate any help,thanks.

  • Hello,


    Same problem for me. I just installed Vista X64 and Bitdefender Internet security 2009. It worked maybe 2 days before the error. Could you send me a mail with the process and the tools.


    Thanks !

  • I got the same problem and I can't even repair or install a fresh one.


    Could you please suggest any help?


    My laptop:


    - Vista Ultimate 64 bit.


    - Bitdefender Internet Security 2009

  • Im seeing alot of these posts with BD 2009 and Vista 64. That seems to be the problem after the last update.


    Hope Bitdefender is working on it cause Im not thrilled to be using Avast...

  • Hello,


    We are currently investigating the situation reported with 64 bits operating systems and the "Services not responding" error in BitDefender.


    I'll get back to you later on today with an update on this issue.


    Thanks to everybody who reported this.

  • Hi there


    I'm running on a trial version of BitDefender and are haveing some problems with the vsserv.exe service not responding. When i reboot machine the bitdefender works, but when i hibernate for a period (long period/new day?) the tray icon are gray and reporting that the bitdefender service are not responding.


    The service manager are reporting that the bitdefender threat scanner are running, and the task manager have a vsserv.exe listed as running...


    Are there any solutions to this problem (Other than rebooting)?


    Anders Pedersen

  • I , too, have 64 bit Vista and have been having the same problem with vsserv.exe becoming unavailable. The icon seems to be greyed out after puting my laptop to sleep overnight. Any help with this problem would be much apreciated. I believe Bitdefender is the best antivirus program out there right now. I would love to continue using it since i did purchase the 3 user/2 year license.

  • I , too, have 64 bit Vista and have been having the same problem with vsserv.exe becoming unavailable. The icon seems to be greyed out after puting my laptop to sleep overnight.


    I also am running on a Vista 64 bit OS and having a similar problem. I seem to be able to turn Bit Defender back on for a little while by:


    1) Opening the Task Manager,


    2) Selecting the 'Services' Tab


    3) Manually re-starting the VSSERV service


    However, this fix seems to only be temporary. For example, I followed this process last night, and this morning when returning to my computer (which is a desktop - not a laptop - so it wouldn't have gone into a power-down/sleep mode) I noticed my BD icon was it's familiar shade of gray and I had to go re-start the VSSERV service as well. Any assistance that support can offer would be appreciated.

  • Hello,


    We have released an update targeting the issue that appeared last night concerning "BitDefender Services not responding" on 64 bits operating systems.


    For everybody who encountered this issue, please follow these steps:


    Right click on the BitDefender icon next to the clock, then select Update Now, wait for the update to finish and restart the PC.


    Please let us know if everything is back to normal after this update.

  • I'm having this problem also. Internet Security 2009 on Vista x64. Seems to happen after running in Game Mode.

  • Hello,


    It looks to work now.


    Thanks for support,

  • I had the problem with the vsserv.exe not starting i tryed everything.. i ended up making a shortcut to the vsserv.exe file and putting it into my starup folder under programs of the start menu.. hope this helps

  • Problem fixed with the new update.


    Thanx for the quick response Diana!!!


    Its good to be using BD again!!!

  • rOB300
    edited May 2009

    Yeah, I just had the same thing happen to me. Bitdefender has generally kept me safe but these bugs associated with the product are so irritating. Any available help? There seem to be a lot of people with this problem, although I just got it today. Any help would be appreciated. - hold on, trying the update.

  • The update worked, thanks. Good thing I just got the problem today.

  • Update fixed it, thank you Diana.

  • ok... lestin every body I do this steps and it work again


    first downloadthe offline updates from here


    2nd install it (if you have vista run it as administrator)


    when updates were installed disconnect your internet and restart your compouter


    and maybe it work


    this steps I tried by lucky if doesn't work don't be sad :unsure:

  • Apparently Ms. Bele in Tech Support doesn't understand customer service. She closed my topic down because it was a duplicate of this one. Well BD you have offered no assistance on this thread. The problems are continuing and you are doing nothing to help. What is the matter, you can't fix the problem and you don't want to embarrass yourselves? You have already done a pretty job of that by not answering the questions. Ticket 200905031005607 and 200905131000341 have had not responses from you since 5/14. I guess your 48 hours to respond takes longer than my 48 hours to ask a question. So are you going to offer any REAL assistance or just keep closing posts down because you don't like them? <img class=" />

  • My Bitdefender starts not responding before the update can finish. What should I do? I have Vista x64

  • don't wait costum service to hep u help ur self update the program and retart if does'nt work download offline updates and install it at safe mode


    then restart i am sure it work

  • Thanks Blue Ember. I tried that yesterday, it didn't work. I am getting ready to uninstall and try reinstalling. If that doesn't work, I'm done. This has been the biggest waste of money. 2008 was far better than 2009. To many bugs and BD doesn't seem to care if it works or not.

  • Hello Mew2012,


    We will send you some steps that you can use to resolve this by e-mail on Ticket ID 200905251007781 - please reply to it when you have the time.


    Thank you!

  • Thanks Blue Ember. I tried that yesterday, it didn't work. I am getting ready to uninstall and try reinstalling. If that doesn't work, I'm done. This has been the biggest waste of money. 2008 was far better than 2009. To many bugs and BD doesn't seem to care if it works or not.


    am sorry to u but i tried it after i do updates more than 5 times from program try updates from program may be it work


    relly ad custmer services and they say BitDefender the best program of antivirus <img class=" />

This discussion has been closed.