Bitdefender Services Are Not Responding. Please Restart...

I have an Acer Extensa 5620 Laptop PC with windows vista premium 32 bit version. I installed Bitdefender antivirus a few weeks ago and have been having back and forth correspondence with their technical support about having problems getting bitdefender to update. Yesterday they had me unistall it using their removal tool and wanted me to re-install another version. Well, I unstalled it using their tool and now my PC will not reboot at all. It gives me the following when I turn it on.....

Booting 'Windows Vista'

acpi

Vista Loader 2.1.2

ACPI: Reclaim Memory not found!

Done!

fallback 1

find --set-root /bootmgr

Error 17: File not found

Booting 'Windows NT/2000/XP

fallback 2

find --set-root /ntldr

Error 17: file not found

Booting 'Enter Command Line '

Boot failed! Press any key to enter command line

it also ends at a comand prompt of " grub> "

I tried to get it to reboot into safe mode using f8 to no avail. I tried getting it to boot using the Vista install disk that came with my PC, to no avail. I downloaded a Windows Vista recovery disk 32 bit version from neosmart. net and tried to get it to reboot....to no avail. I tried Bitdefender Tech support and after saying they would call back in within 2 hrs yesterday, still haven't heard a peep from them! I'm at a loss!When I do put in the install or rescue disc the black screen says "booting GLRDR" and under it has "reseting the boot drive" but then gives me the same error as lsited above ending with the grub> prompt. Any ideas???

This solution to what seems to be a related problem was posted in another thread but I am copying it here as I tried it to get BD Services running and it worked for me - at least, BD has been running okay most of the day since I ran the fix.

I have actually just recieved an email from BD support explaining how I could reactivate vsserv.exe and get a dump file from it to send to them, but as I say, the fix below seems to have worked so give it a whirl.

Incidentally I don't see why they dont post a little batch file for download as that would surely make life easier for a lot of people.

The first thing you should do if the firewall isn't working is to uninstall BitDefender using the uninstall tool, reboot and reinstall. This is the easiest operation and with the greatest chance of success. If that still doesn't fix the problem and you feel a little adventurous, I'll post here detailed instructions to manually install the drivers. Please do not apply these instructions if you are not sure about what you're doing.

1. Create a file on your desktop named fw_install.cmd, opened it in notepad (right-click and then 'Edit') and copy the installation instructions for your Windows version into it.

2. Reboot into Safe Mode

3. Execute fw_install.cmd

4. Reboot

Windows XP install instructions

cd "%CommonProgramFiles%\BitDefender\BitDefender Firewall"
snetcfg -l "%CD%\netsf.inf" -c s -i sw_BdfNdisf
driverctrl -install -start-sys bdftdif "%CD%\bdftdif.sys"
setloadorder -dep:tcpip bdftdif

Windows Vista install instructions

cd "%CommonProgramFiles%\BitDefender\BitDefender Firewall"
snetcfg -l "%CD%\netlwf.inf" -c s -i sw_BdfNdisf6
driverctrl -install -start-sys bdftdif "%CD%\bdftdif.sys"
setloadorder -dep:tdx bdftdif

Windows 7 install instructions

cd "%CommonProgramFiles%\BitDefender\BitDefender Firewall"
snetcfg -l "%CD%\netlwf.inf" -c s -i sw_BdfNdisf6
driverctrl -install -start-sys bdfwfpf "%CD%\bdfwfpf.sys"
setloadorder -dep:bdfndisf bdfwfpf
driverctrl -load bdfwfpf

If you want to do a clean install, run the following instructions to completely uninstall the driver (use the same steps, except named the file fw_uninstall.cmd) and then execute fw_install.cmd

BitDefender Firewall uninstall instructions

cd "%CommonProgramFiles%\BitDefender\BitDefender Firewall"
driverctrl -unload bdfwfpf
driverctrl -uninstall bdfwfpf
driverctrl -uninstall bdftdif
snetcfg -u sw_BdfNdisf6
snetcfg -u sw_BdfNdisf

I have just updated from 2008 to 2010 a few days ago and was getting very frustrated over having to constantly restart everything when Bitdefender went to sleep. But now I have found out that running a Bitdefender update all starts running again when it says checking 100% complete, so at least this is a shortcut while the problem has not been solved.

I am running Windows XP.

Hello ScottS,

If possible, next time you will receive the same message please follow the instructions bellow :

1. Open Task Manager and click on the Processes tab .

Note : Task Manager can be opened in multiple ways :

• simultaneously press the Ctrl+Shift+Esc or Ctrl+Shift+Del keys ;
• click on Start from Windows , choose Run , type "taskmgr" and click on Ok after that;
• right click on your task bar and choose Task Manager ;

After that, please check if the process "vsserv.exe" is listed in the Processes list.

2. If the process is listed there and you have Windows Vista or Windows 7, please right click on the "vsserv.exe" process and select the 'Create Dump File' option. A message will appear letting you know where the Dump file is located . We would like you to upload this file on http://www.sendspace.com/ then send us back the download link .

3. In case the process is not listed, please follow the procedure bellow :

a. Go to Start->Run ;

b. Type cmd and hit Enter.

c. Type

cd %programfiles%/bitdefender/bitdefender 2010

and hit Enter

d. Type

supporttool.exe /vsservtrace on

and hit Enter

e. A popup should appear asking you to reboot the PC. Reboot the PC.

Next time you will receive the "Services Are Not Responding" message, please go to the next location :

C:\ProgramData\BitDefender\DTrace\ (if you have Windows Vista or Windows 7) or C:\Documents and Settings\All Users\Application Data\BitDefender\DTrace (Windows XP) look after the file "vsserv.log" , upload it on the same website, then post here the download link .

Once again please accept our apologizes for any inconveniences this situation might have caused.

Thank you.

I'm running XP and having the same problem with the crashing.

The latest crash occurred on an XP system; though a log file was generated, it was not the file you specified. I did upload the crash report the system generated:

Log File

-Scott

Now it crashed on my Vista PC, however, the dump file is 335 Mb...still want it?

-Scott

Another issue has arose...the BD icon has disappeared from my notification tray. It is running. I have ran chkdsk and restarted.

-Scott

I am hitting this daily.

Windows 7 x64

BD 2010 TS

Here is the dump file from my machine.

I am uninstalling BD 2010 TS until a resolution is found.

I have had this problem for some time now. I have exactly the same problem on 2 different versions of Vista.

When I boot up, the BD systray icon appears normal. After a few seconds it goes grey. Then a few minutes later it is red again. It wasn't always like this. I think it began after an update a while ago. It doesn't happen at any other time, only at boot up.

I've had a few suggestions from tech support, but none of them worked.

I'm a little concerned that my computers are vulnerable while BD is disabled in this way. It makes me wonder how reliable the rest of it is. I've started turning of my router until the icon goes back to red.

If this problem isn't fixed by the time my subscription is due, I wont be renewing.

Please get this sorted.

I forgot to mention The Tech Guys solution:

Disable Web Traffic Scan....

Why do guys pay money, to adjust???

There are alternate Free solutions available in that case....

I've had BD for about two years now and have been generally happy with it. But if this isn't fixed soon I'll quickly find an alternative. I previously used the full Zone Labs suite which, as far as I was concerned wasn't nearly as good as BD. That got the push after a row of badly tested releases.

Purchased the 3 users version a week ago, installed it on two computers so far. One is running XP Pro and another one is Windows 7. The Windows 7 machine is running fine but the XP Pro machine has been having this "Not Responding" problem after updates......

I have the same issue on my XP, it mostly happens on boot, whenever I login to windows the first time, the service (vsserv.exe) never starts up, so I have to start it manually. The service is set to start Automatically but somehow that doesn't work.

Can edit the service setting I get permission denied, I guess that is normal though so the service can't be manipulated with.

Cheers,

Martin

DB stopping programs from connecting via Internet evn though there is an Allow Rule in place.

I was having difficulty with a couple submission-based app's and was provided recommendations, and one was to set my firewall to allow the app to make the connection. Well, there was a Rule, and still did not work. I tried disabling BD on start, again, and sure enough, the connection was made and the submissions worked.

I have tried uninstalling BD completely, and reinstalling...several times duw to numerous errors and I cannot get this version to work.

BTW...BD update service stopped working, again. I will need to probably re-boot PC to get it working.

-Scott

The new update today appears to have fixed this issue as well as the blank pages loading after browsing internet on my XP PC.

See Alex's Post #153@

http://forum.bitdefender.com/index.php?sho...6648&st=140

YES, YES, YES !!!

Left the XP PC running all night, with Firefox left on and another ''heavy-on-the-bandwidth'' program running, too. This appeared to be a sure-fire way of kicking in the ''Bitdefender Services Are Not Responding'' issue, along with other errors.

...... BUT, ..... BD is still running and glowing red, I'm very happy to see.

Looks like it's back in action.

Bitdefender Virus Shield Service WAS apparently running when I checked, whilst the icon was still Grey. Whenever it was grey over the last few weeks, the above service was in the stopped state, which I could start manually via Windows Services. This seems slightly different then, than before.

My findings since upgrading to 2010;

If at any time my BD icon is grey, which is quite often approximately 10 minutes after start up, I go into the files and right click on vsserv.exe I select 'Scan with BitDefender' and it scans the file BUT also turns BD back on and my icon is red again. Now I'm no expert and haven't a clue what I'm actually doing, but it works for me every time.

Occasionally pages won't load and I turn BD off, all is fine then. I'm working on a fix for that though as nasty things might attack my PC when BD is off. I've tried adding more bass to my sound system but to no avail. I shan't give up though.

That said, I shouldn't have to be doing anything at all for a supposedly finished consumer available product. Fortunately for me, I made such a fuss of this I never paid.

The blank page problem was supposed to be fixed via a product update 8/12/2009 ? but if you still are having this problem and nothing else seems to fix it, then you could always roll back to an earlier build of BD IS 2010 (13.0.16) which is the 32 bit version is available for download via rapidshare as i uploaded it, the link to it is called "need to rollback?"I'm actually still using this build on win xp sp2, as apart from me not being able to let it update automatically there is not that much else wrong with it,occasionally game mode don't appear as it should, and the antispam toolbar takes several seconds to load in outlook express 6 and sometimes fails to load,but in outlook express 2003 it is 100% no probs, i can live with those better than having web pages blocked and having to switch off crucial protection to browse, i draw the line there, as then it would seem that there would be little point in having this suite installed

Hello boothy99,

We have contacted you through the email . Please reply when you have time.

Thank you.

Hello boothy99,

We have contacted you through the email . Please reply when you have time.

Thank you.

Hi Alex,

Thanks for getting back to me.

I followed your instructions (took a couple of attempts at getting the spaces in the right places in CMD, haha ..... sorted it in the end).

Hopefully I haven't been a bit ''previous'' in executing this ''vsservtrace on '', as I've restarted the Virus Shield Service already. I'll hold off sending the trace until I get the problem again.

Thanks again,

Hopefully we'll get it all patched up and on the go for good, huh?

Bye for now,

Dave.

The last update still has not resolved this issue in my case. I only have a couple of days left in my trial and will not purchase a license key until this is resolved. A couple of things on my mind regarding this.....

1. Even if it says 'Bitdefender services not responding' does it necessarily mean that the anti-virus and firewall have shut down? The reason I ask is that normally in the case of shutdown Microsoft security will display a warning in the taskbar notifying you if there are security risks in the event no firewall and/or anti-virus is detected.

2. I have seen a couple of replies to other customers about communication between themselves and tech about resolving their issues BUT no mention of what was said and what took place so that other people searching the forums could possibly figure out a solution that could help.

I declined to renew my ZA license after four years to try this security suite because of the reviews I heard. Is this issue going to be resolved in the near future?

Hello JJFIVEOH and RTLG,

@ JJFIVEOH :

1. When you receive the message that the "BitDefender Services Are not Responding" you should check if the main BitDefender process, "vsserv.exe" is active . Simply open Task Manager and click on the Processes tab . After that, please check if the process "vsserv.exe" is listed in the Processes list. If it is listed, then there is only a display issue and BitDefender is still active . I have posted here the instructions that need to be taken in both situations, when this process is active or not.

Also, this issue may be determined by other factors. For example, if you have another antivirus or antispyware installed or your previous antivirus was not uninstalled properly, this message may occur. This was only an example and it is not necessary the main reason why this issue occurs.

2. In most of the cases, the reports that are received from our user are analyzed by us, then forwarded to my colleagues from the Testing team . That is why, a reply on the topic is not necessary since the discussion is made through the email. As I stated above, this issue can have multiple causes and that is why, our email system permits us to keep a better track of the steps that were previously taken with the user so that the future instructions to be accurate and lead to a solution.

If you want us to further investigate this issue, please follow the steps from this link , the instructions bellow and send me a PM or reply to our email with the reports that we need.

@RTLG: Please check first the steps from the next post and also perform the instructions bellow :

1. Open My Computer.

2. Browse to

C:\Program Files\BitDefender\BitDefender 2010

- considering that BitDefender was installed on the default C partition

3. Doubleclick on the supporttool.exe file .(in case you have Windows Vista or Windows 7, right click on the the supporttool.exe file and choose "Run as administrator" )

4. Click on Next, wait a few minutes for the progress bar to complete and then click on Finish .

5. Go to the desktop, upload the report on http://www.sendspace.com/ then send me a PM with the download link or reply to our email with the report attached .

Thank you.

So I guess I should consider myself lucky. Upgraded all 3 PC's from previous BitDefender version to 2010 - 2 XP, 1 Vista. They all crash all day long but it appears it restarts on its own. The systray icon is never grayed. Regardless this is seriously annoying and concerning. I was very happy with the last version but now I simply would not recommend this product. " />

I've been having this problem for ages - whenever there is an update (I am assuming this is the cause) and the systray icon greys out, my computer comes to a halt. It is just too annoying - I have never had this before with other anti-virus software - I have been using BitDefender for the last few years because of the great reviews it always seems to get - I don't know why because the 2010 version is full of issues. I have been trying for ages to get it to stop scanning outgoing emails - managed to stop it by following the advice in the forum and response to my email to BD but the latest update restored the status quo and it is back to scanning outgoing emails again .

I am having the same issue. The PC freezes and performance goes to heck in a handbasket. I disabled the on access scan and thought this might have helped but I still get this message and the PC hangs. I don't have to restart, it eventually comes back but it eats up CPU and drags the machine down.