Most Painful Upgrade I Ever Had

ghealy
ghealy
in Bitdefender 2010 products

I am still undecided if I will keep BD 2010 anti-virus or uninstall and re-install BD 2009.


I've spent over 4 hours today trying to upgrade. The install just takes over the CPU allowing any other interaction almost impossible. Admittedly the issue was with my firewall software, ZoneAlarm requesting the okay to allow BD to perform some function. Because BD was hogging the CPU, I was unable to make the necessary mouse clicks to permit the requested action.


On top of that, after repeated reboots because the system just froze, once I was able to get things working almost normal, BD insisted that I had to scan my PC because a scan had never been done on the PC. So allowed it to scan to completion twice, only to have it tell me again after a re-boot that it had to be scanned because it was never scanned before.


System info: WinXP Home, SP3.


If the software continues to misbehave, I'll roll back to BD 2009 and start looking for a decent AV..


My biggest regret is having recently renewed my license for two years.


A very dissatisfied customer!

Comments

  • leighton@mail.com
    leighton@mail.com

    I'm having the same horror story. Spent hours and hours uninstalling and reinstalling. I uninstalled using Windows add/delete and also using BDAV uninstaller. I'm upgrading from BDAV 2009 to 2010. After what appears to be a successful install, and the necessary reboot, I can't get into Windows at all. At that point I have to go into Safe mode and delete with the BDAV uninstaller since Windows uninstall doesn't work in Safe mode. I've gone back to BDAV 2009. Please advise if there is something I'm doing wrong.


    I'm running XP Home, SP3. I recently purchased BDAV 2009 and saw the upgrade was available, so I jumped on the chance. Seems like it was a bad idea.


    Thanks for your support,


    Leighton

  • Alex Stanciu
    Alex Stanciu ✭✭

    Hello Leighton and Gene ,


    If you agree , we would like to have a look on some reports generated on your systems to see what exactly caused this issue . We have created support tickets for both of you and an email with the proper instructions was sent . Please reply when you have time .


    Thank you .

  • ghealy
    ghealy
    Hello Leighton and Gene ,


    If you agree , we would like to have a look on some reports generated on your systems to see what exactly caused this issue . We have created support tickets for both of you and an email with the proper instructions was sent . Please reply when you have time .


    Thank you .


    I received the support e-mail, for that I thank you.


    The e-mail asked that I recreate the problem. As the primary problem was with the install, I was not about to do an uninstall and re-install.


    I have a few other issues, which I was able to duplicate and then run the tools supplied. I have sent them off to Support just minutes ago. Hopefully they can shed some light on what is happening.


    While I am still not happy with the software, I do appreciate your assistance. Thank you.

  • leighton@mail.com
    leighton@mail.com
    edited August 2009
    Hello Leighton and Gene ,


    If you agree , we would like to have a look on some reports generated on your systems to see what exactly caused this issue . We have created support tickets for both of you and an email with the proper instructions was sent . Please reply when you have time .


    Thank you .


    Gene,


    I too received the info from Alex and found myself with the same problem. I wasn't about to endure the process of screwing up the system all over again. After the installation is complete, you have to reboot to start the service. Unfortunately, after the reboot, I can't get past the Windows boot screen. So, I ran the sysdumps with BDAV 2009 running. At least that shows what my system configuration is when things do work.


    I hope that the problem is with my firewall. I'm using PCTools firewall 6.0.0.66 beta.


    Leighton

  • ghealy
    ghealy
    Gene,


    I too received the info from Alex and found myself with the same problem. I wasn't about to endure the process of screwing up the system all over again. After the installation is complete, you have to reboot to start the service. Unfortunately, after the reboot, I can't get past the Windows boot screen. So, I ran the sysdumps with BDAV 2009 running. At least that shows what my system configuration is when things do work.


    I hope that the problem is with my firewall. I'm using PCTools firewall 6.0.0.66 beta.


    Appreciate your comments, Leighton. I received a reply from support. Appears that BD2010 doe not like to co-exist with my firewall (ZoneAlarm Pro). Their suggested ( and totally unacceptable) solution is to scrap my firewall and use theirs. (In fairness I must add that they offered that at no charge to me.)


    Funny how BD2009 has no problem with ZoneAlarm Pro. So I've un-installed BD2010 and re-installed BD2009. It is running without a hitch in peaceful co-existence with ZoneAlarm Pro.


    As I unfortunately renewed my BD license for two years in April, it will give me some time to search for another anti-virus.


    Hope you have a more satisfactory solution to your issue than I had to mine.


    --Gene

  • sept2749
    sept2749
    edited August 2009

    I was using BD AV 2009 and upgraded to 2010 with no problem EXCEPT I couldn't reboot the computer - sound familiar? I finally got it to work but had to get rid of my firewall. I tried comodo pro and zone alarm - both will not work on my machine with bit defender 2009/2010 anti virus. I'm running win xp sp3 with all critical updates. It seems to me that as the years go by the companies that make these security programs are going from requesting that you use their entire security suites to insisting that you use their products. Nothing seems compatible these days.

  • ghealy
    ghealy
    I was using BD AV 2009 and upgraded to 2010 with no problem EXCEPT I couldn't reboot the computer - sound familiar? I finally got it to work but had to get rid of my firewall. I tried comodo pro and zone alarm - both will not work on my machine with bit defender 2009/2010 anti virus. I'm running win xp sp3 with all critical updates. It seems to me that as the years go by the companies that make these security programs are going from requesting that you use their entire security suites to insisting that you use their products. Nothing seems compatible these days.


    FWIW, I am having no problem running BD 2009 AV with ZoneAlarm Pro version 8 firewall on my WinXP Home SP3 plus all critical updates. It is my hope that the developers of BD AV will eventually figure out what the conflicts are and make the necessary modifications to their application. I enjoy having the *Best* anti-virus software and the *Best* firewall working efficiently together.

  • leighton@mail.com
    leighton@mail.com

    I was under the impression that my PCTools firewall was at fault. It wasn't the firewall at all. What I did to eliminate any conflicts with other apps was to use MSCONFIG. I went in and turned off all Start-up apps and any services that might launch even if the GUI-interface apps weren't launched. I rebooted and verified that the only thing running was Windows XP SP3. Then I installed BDAV 2010 and the installation didn't complete, but told me to reboot to finish the installation. I rebooted and it told me the installation couldn't be completed. So I restarted the installer and it ran through to completion this time. Then it wanted to reboot. I did. There I was, stuck back at the Windows boot screen. I was dead in the water again. No Windows. I had to go into SAFE mode and launch the BitDefender uninstaller. Finally I was able to get into Windows again.


    I found it interesting that while BDAV 2010 was the only horse in the race, it still couldn't win. This shows there is something wrong with the installer. It's not a conflict with another application, it can't even run by itself. It apparently is not "registering" the application correctly.

  • Brianksh
    Brianksh
    edited August 2009

    This Reply is in response to Gene's and Leighton's problem.


    Leighton,


    I am running BD total security 2010 Ver. 13.0.15.297 along with SuperAntiSpyware Ver. 4.27.1002, Malware Defender 2.3.2, and Zone Alarm Ver. 8.0.298.000. So far I have had no problems except BD will not use my default browser (Firefox 3.5.2) but instead prefers Internet Explorer <img class=" /> . which I hate. I also installed BD with these programs active.


    Is there a possibility that there is another piece of software conflicting with the installer? Maybe a driver, or a service. You stated that you disable some startup items with MSconfig, did you disable services as well?


    I am running XP home SP3, I have a MSI K9N6PGM2-V motherboard, a AMD Athlon 64 XPDual Core 4400+ processor with 2 Gig PC6400 DDR2 memory, WD 320 gig SATA drive.


    BrianNetAdmin

  • leighton@mail.com
    leighton@mail.com
    This Reply is in response to Gene's and Leighton's problem.


    Leighton,


    I am running BD total security 2010 Ver. 13.0.15.297 along with SuperAntiSpyware Ver. 4.27.1002, Malware Defender 2.3.2, and Zone Alarm Ver. 8.0.298.000. So far I have had no problems except BD will not use my default browser (Firefox 3.5.2) but instead prefers Internet Explorer <img class=" /> . which I hate. I also installed BD with these programs active.


    Is there a possibility that there is another piece of software conflicting with the installer? Maybe a driver, or a service. You stated that you disable some startup items with MSconfig, did you disable services as well?


    I am running XP home SP3, I have a MSI K9N6PGM2-V motherboard, a AMD Athlon 64 XPDual Core 4400+ processor with 2 Gig PC6400 DDR2 memory, WD 320 gig SATA drive.


    BrianNetAdmin


    Brian,


    As I stated in my post, I disabled ALL user apps and ANY associated Services that might launch even though the GUI app wasn't launched. When I rebooted, the only thing running was Windows and the apps for Keyboard and Mouse (Microsoft intellipoint/intellitype) since you can't do much without either device. I consider that to be bare-bones Microsoft Windows.


    I have a Dell Vostro with XP Home SP3, 32-bit Intel Duo E4500 @ 2.2 GHz, 4 Gig memory. Maybe it likes AMD but hates Intel. I, too, prefer Firefox (Namoroka 3.6a2pre) but that should have no bearing on the ability to boot into Windows. I can't get past the Boot-screen.


    You appear to be one of the lucky ones if you've gotten past the fussy installer. From the other posts I've seen, I'm not the only unlucky one. When I install BDAV 2009, the install is flawless (done in minutes). BDAV 2010 has been a horror story.


    I hope someone has a clue here. I've spent at least 20 hours trying to get BDAV 2010 to install.


    Leighton

  • leighton@mail.com
    leighton@mail.com

    Alex,


    When you asked for the reports, you did not ask for the .reg file. After disabling EVERYTHING and trying the install, I was still back at the Windows logon screen. I ran the two diagnostic programs and sent the results you asked for (the sysdump.tar and the DBFileInfo.log). You didn't ask for the .reg file. I think this answers the question as to why it doesn't run. See the following:


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


    Windows Registry Editor Version 5.00


    [HKEY_LOCAL_MACHINE\SOFTWARE\BitDefender]


    [HKEY_LOCAL_MACHINE\SOFTWARE\BitDefender\BitDefender Antivirus 2010]


    [HKEY_LOCAL_MACHINE\SOFTWARE\BitDefender\BitDefender Antivirus 2010\13.0.15]


    @="C:\\DOCUME~1\\Owner\\LOCALS~1\\Temp\\IXP000.TMP\\"


    "PackagePath"="C:\\Temp\\$_Installed\\bitdefender_antivirus_2010_32b(1).exe"


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


    This looks like a whole lot of empty entries. It didn't register a thing.


    Thanks for your support,


    Leighton

  • leighton@mail.com
    leighton@mail.com
    Alex,


    When you asked for the reports, you did not ask for the .reg file. After disabling EVERYTHING and trying the install, I was still back at the Windows logon screen. I ran the two diagnostic programs and sent the results you asked for (the sysdump.tar and the DBFileInfo.log). You didn't ask for the .reg file. I think this answers the question as to why it doesn't run. See the following:


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


    Windows Registry Editor Version 5.00


    [HKEY_LOCAL_MACHINE\SOFTWARE\BitDefender]


    [HKEY_LOCAL_MACHINE\SOFTWARE\BitDefender\BitDefender Antivirus 2010]


    [HKEY_LOCAL_MACHINE\SOFTWARE\BitDefender\BitDefender Antivirus 2010\13.0.15]


    @="C:\\DOCUME~1\\Owner\\LOCALS~1\\Temp\\IXP000.TMP\\"


    "PackagePath"="C:\\Temp\\$_Installed\\bitdefender_antivirus_2010_32b(1).exe"


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


    This looks like a whole lot of empty entries. It didn't register a thing.


    Thanks for your support,


    Leighton


    Addendum to previous post: Re: [Ticket ID:200908201008981]


    Sorry for the omission, my bad.

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