Antivirus 2009 Not Scanning Emails

letzretire
letzretire
in Bitdefender 2009 products

Hi everyone


I submitted my problem to support two days ago along with


the logs they requested, but I haven't heard back from.


As I am now checking my emails with NO protection, which is


scaring the living faylights out of me, I thought I would


post my problem here as well, just in case someone has any


suggestions.


I upgraded my Antivirus from 2008 to 2009 and since doing


so, the software has stopped scanning my emails. At first it


would scan them on start-up of my PC but after that the icon


is just frozen in the system tray. Now it won't scan the


emails at all.


Here's the steps I took on upgrading and the results:


1. Run BitDefender_Uninstall_Tool.exe


This started running with ticks displaying that the process


was working and got to a point where it said a RESTART was


needed. The box did not close, but kept running. The


following actions were all RED CROSSeS( Failed). Didn't have


time to read them all before it closed, but it looked liked


'file path could not be found"


When this finished the box closed and another box opened to


tell me to restart the PC, which I did.


2. I then downloaded and installed


bitdefender_antivirus_2009_32b.exe


No errors were encountered during installation.


3. I followed the Wizard and did an update - everything OK.


4. Checked my email and the boxes popped up confirming that


the incoming email was being scanned.


5. A short time later I went to check my emails and the boxes


did NOT pop-up and the icon in the system tray was motionless.


I then tried to "Open" the software from the icon but it


had FROZEN....would not display the options or open.


And this is what is happening all the time. I am getting NO


error messages at all. As I said earlier, the software would


SCAN my emails one time on start up, but now it won't scan


at all.


Nothing has changed on my PC. I had only just used


BitDefender 2008 moments before upgrading to 2009.

Comments

  • Alex Stanciu
    Alex Stanciu ✭✭

    Hello Letzretire ,


    Most certainly BitDefender is entering in conflict with a another program installed on your system . In order to see if this is the case or something else is causing this , we have created you an email ticket and sent you some instructions that will help you obtain the files that we need. Please send us back a reply with the attached reports.


    Thank you .

  • letzretire
    letzretire

    Hi


    Thanks for the response. I did some reports/files the other


    day and I received an email from support today, saying they


    are going to try and reproduce the situation in their lab


    and get back to me.


    If the software is conflicting with another program on my


    PC, why didn't it do it with the 2008 version. I was using


    that without any problems. It was only when I upgraded that


    the problems started.


    Thanks Bill:)


    Hello Letzretire ,


    Most certainly BitDefender is entering in conflict with a another program installed on your system . In order to see if this is the case or something else is causing this , we have created you an email ticket and sent you some instructions that will help you obtain the files that we need. Please send us back a reply with the attached reports.


    Thank you .

  • Alex Stanciu
    Alex Stanciu ✭✭

    Hello Letzretire ,


    We have not received any reports from you yet . Your ticket support case number is 200907041004124 . If you have another ticket please tell us, so that we can provide you more information's about this issue .


    Thank you .

  • letzretire
    letzretire

    Hi


    Sorry for the delay in replying, I have been waiting for an


    'email' from support. They sent me an email on July 4th


    saying; "We will try to reproduce the situation in our lab


    and we'll get back to you with a possible solution"


    With them saying that I assumed they had received the


    following files that I have now sent them TWO time:


    sysdump.tar


    BDRegNode.reg


    BDFileInfo.log


    The ticket # I have is: 200906301009461


    which is different to the one you mention.


    I don't know what's going on here, but the sooner this is


    resolved the better. I am running a business that needs to


    check emails multiple times daily and I have no protection


    while I am doing that.


    Thank You


    -------------------


    Hello Letzretire ,


    We have not received any reports from you yet . Your ticket support case number is 200907041004124 . If you have another ticket please tell us, so that we can provide you more information's about this issue .


    Thank you .

  • letzretire
    letzretire

    Hi


    Don't know why you haven't received the files, I sent them


    TWO times on July 4th & 7th


    What I have done is added all the files you requested to a


    zip file, so maybe it would be best if you downloaded the


    file from here:


    http://www.BillVannot.com/BitDefender/BitDefender.zip


    This is the Ticket 3 that was in the top of the emails I


    received from you: [Ticket ID:200906301009461]


    Thank You


    Bill:)


    ==========================


    Hi


    Sorry for the delay in replying, I have been waiting for an


    'email' from support. They sent me an email on July 4th


    saying; "We will try to reproduce the situation in our lab


    and we'll get back to you with a possible solution"


    With them saying that I assumed they had received the


    following files that I have now sent them TWO time:


    sysdump.tar


    BDRegNode.reg


    BDFileInfo.log


    The ticket # I have is: 200906301009461


    which is different to the one you mention.


    I don't know what's going on here, but the sooner this is


    resolved the better. I am running a business that needs to


    check emails multiple times daily and I have no protection


    while I am doing that.


    Thank You


    -------------------

  • Alex Stanciu
    Alex Stanciu ✭✭

    Hello Letzretire ,


    One of my colleagues sent you an email as a reply to the ticket ID : 200906301009461 that you have . Please send us back an email if these instructions did not help you in solving your issue .


    Thank you .

  • letzretire
    letzretire

    Hi


    Your support did get back to me and asked me to compile a


    new report.


    Just in case they didn't get it ( like last time) I have


    posted it online so they can download it from their:


    http://www.BillVannot.com/SIW_20090715_055612_PC1.zip


    Could you please pass this on in relation to:


    Ticket ID:200906301009461


    Thanks


    Bill:)

  • letzretire
    letzretire

    Re: [Ticket ID:200906301009461]


    Hi


    Your support asked me to do some more tests and I sent the


    results on Jul 23rd, but I have not heard back from you?


    Just in case you didn't get them, I have put them online so


    you can download them.


    http://www.billvannot.com/BitDefender/BitDefender.zip


    Thanks Bill:)

  • letzretire
    letzretire

    /applications/core/interface/file/attachment.php?id=5362" data-fileid="5362" rel="">Bill_bdagent.logRe: [Ticket ID:200906301009461]


    Hi


    Not sure if you received my last email to you with the


    bdagent.log ? I sent it on July 31st


    Just in case I have attached it to thios posting


    Thanks Bill:)

  • Alex Stanciu
    Alex Stanciu ✭✭

    Hello Letzretire ,


    We have sent you a response to the support ticket ID that you have with us . Please follow the steps from our email and let us know if those steps worked for you .


    Thank you .

  • letzretire
    letzretire

    [Ticket ID:200906301009461]


    Hi


    I sent you the vsserv log you asked for on Aug 7th but haven't heard back from you so I am assuming you never received the email


    I have attached the file to this post


    Thanks Bill:)

    /applications/core/interface/file/attachment.php?id=5368" data-fileid="5368" rel="">vsserv.log

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