Bad Update Or....? - Solution Here: Http://forum.bitdefender.com/index.php?showtopic=18789
Comments
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@ Mike B. - > This kind of event provides a great insight on what not to, so I'm pretty sure that something like this will not happen again.
Maybe you should be looking at the comments and doing what people have been asking you to do:
1. Start posting on your main site - this is not some simple screw up - this is major.
2. Clearly document those that are hit.
3. Send emails to those who may not have been hit yet.
4. Post clear simple instructions as to what to do.
5. Provide status ... even no update is better than nothing. ... on a frequent basis.
6. Take responsibility / don't hide behind some bs excuse.
7. Try to alert the community - you could have stopped some of this hours ago if you had put up more information sooner.
8. Read the posts and don't waste our time with the same question over and over.
9. Add posts that link to information page so we don't have to read posts to find out bits of information.
10. Explain what went wrong.
11. Call MS for support in repairing windows - yes it will cost some bucks but you can't seem to get your own facts straight and anyone can find the information you posted.
12. Get some senior people posting apologies and even try to get some press. A bad announcement is better than nothing from you.
13. Fix the stupid restore feature of your program ... you can only restore all and it has not enough smarts to attempt the same command for each file. Do you really expect us to restore thousands of files one by one.
14. Provide as much information as you can on each OS impacted.0 -
And...another one bites the dust, and that one is me and my gfriend, both of us not proud at all owners of Bitdefender Internet Security 2010. But very proud owners (and i mean it) of windows 7 x64.
Just today my AV starts going berzerk, trojan fake alert this, trojan fake alert that. WTF, i was thinking, how, when, who...did i download somthing from somewhere ? i did'n have a virus on my PC since CIH...maybe my stick was infected from work or....but, well, no problem, i'll JUST SCAN MY ENTIRE HDD, and clean up the mess, and in the mean time i'll eat something, watch tv, u know...Bad f... mistake, 15 min later i was looking mesmerized as my whole Windows 7 x64 was slowly sucked into quarantine, bit by bit... lol.
Me: "Hun, please try and take a look at "network and sharing center"...
Hun: "Well, hun, my Bitdefender saiz that i have 10 trojans...."
Me: "Oh ######...wth....maybe someone's atacking bitdefender's site, couse i see that the site is not working too..." and so on and on...oh, sweet naivity...
And than, u know, try to restore the files from the quarantine, didn't work (could not find the path), than try and restart, didn't work, my windows keeps on trying to repair and all, blah, blah.
Well, to cut the story short....i've reinstall my windows, as for my full-of-very-important-work'-gfriend-laptop, the fix was a system restore, as nothing else worked. 5 hours spent for nothing.
Right now, i'm using Kaspersky AV (trial), and it's working just fine. No more memory spikes. No more CPU spikes. No more slowing downs. So i'm gonna buy me a full one.
One more thing to say here: i used to love Bitdefender 2010. Well, not any more, this is a HUGE f..ed up, and btw, the support stuff respond was crappy.
10? That's it?
I had over 63,000 before I just told it to stop scanning. No exxageration. My quarantined folder had over 5,000 files in it only because those were put in automatically. The rest of the ones that it scanned, I just had to cancel and let it not do anything with em.0 -
I had to reinstall BD, but backed up the installation, does anybody know where the quarantined files are kept?
thanks
YES SOMEBODY PLEASE ANSWER THIS QUESTION!!!!
where are the quarantined files kept?0 -
OS: XP SP2 x64
System was obliterated in less then a minute(had to re-instal whole system). Brilliant, give me two
" />
Soft totally destroyed:
MS Visual Studio 2008 Team
MS Office 2007
Numerous games
opera, IE, firefox
AND MY SOFT AND MANUALS ARCHIVE IN SELF-EXCTRACTING RARS.
+less important apps, witch i had to re-registrate
Congratulations on developing such a good virus, but there is no french connection way i'm using your soft ever again.0 -
The situation was caused due to one of our updates that identified clean Windows files as infected on x64 bit operating systems.
A few hours ago an update was released to fix this situation and the clean files are no longer detected.
We apologize for any inconvenience caused.
Cristi.
Cristi, please, an answer would be appreciated. After the update and re-activating BitDefender, will it solve the issue of the Windows files in the Quarantine? Because I was unable to restore them manually.0 -
Gray ball is now RED!
also
You cannot send another PM until Mar 20 2010, 08:29 PM <-------- what are we 6? 1 PM every 20 min0 -
I am very sorry to admit that BitDefender is history now.
You simply CANNOT do this kind of mistakes. This cannot happen at a company of your level. The people who were in charge should follow dramatic consequences.
For the rest of users (if any is in my situation ) : I stopped all bitdefender services as soon as i saw that it's moving to quarantine system files. I read for hours about this "trojan" downloaded anti malware software and neither seemed to find any problems with my system. Good thing i came across the BD forum. I restarted my system ( Windows 7 Professional 65bit) with "last known configuration that worked", had a couple of problems with explorer.exe. I was allowed after that to restore some of the files from quarantine. Now everything seems to work fine.
From what i've been reading here, I was very lucky, i had a lot of work projects in C:\.
And BD staff says that it is safe to turn Real Time protection on blablabla.
I won't turn that ###### on ever again.
From Romania with love.0 -
Windows should (at least on my machine) replace the files automatically.
The odd thing, one file that was "infected" was my gpuid which is quarantined & yet & can still run it.0 -
@ mek -> the patch that will restore the quarantined files will be available in a couple of hours most likely.
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I am getting worried that I will never get my quarantined files back.
That is all I care about!!!!!!!!!!
I JUST WANT THEM BACK!!!
Does anyone know where they are located?0 -
All other posts on the matter have been closed.
So now the plan for BitDefender is to send all people googling searching to this big thread - where alot of people have posted all sorts of information. And now your plan as admin's is to hope people jump to the end where they will see admin's have replied?
A real good joke.0 -
The problem with warning those that don't know yet is that if they didn't know before, they already know now.
They say that for every 10 people that have an issue that they tell customer support, 100 people are having the issue that don't contact the company on the matter. Those that didn't think to come here, if their PC's were on, it's already too late. Either they turn their comps on and it goes haywire from the start, or (hopefully,) it automatically updates before the virus scanner can sabotage all of bitdefender & the computer associated with it. For the rest, it's already gone haywire and they don't have the info we have to fix it.
However, in this media day & age, such info is available on multiple fronts so more often than not, they'll figure it out...but by then, they'll already have the damage done to them.0 -
Right now everything seem to be running okay; however, I still don't know if it was okay that I repaired BD and have all my quarantine's files remove due to it. I want to know is that bad or good? If it's bad, than is there a possible way to retrieve it or is it gone forever? And I can't seem to auto and manually update any higher than engine x43. I'm stuck on that no matter how I tried to update it, and is it safe for me to put back the Real-time Protection on this current version? Thanks.
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what is a "TrayApp" I started up again and it wanted to install this. It says its not available. So clicked ok and now its searching and it isn't working. TrayApp.msi
I got this on the one computer of mine I was able to restore without formatting.....a google search said it was related to my HP printer, I popped in my printer disc and found the trayapp.msi in one of the folders on the printer disc....try that0 -
I am very sorry to admit that BitDefender is history now.
You simply CANNOT do this kind of mistakes. This cannot happen at a company of your level. The people who were in charge should follow dramatic consequences.
For the rest of users (if any is in my situation ) : I stopped all bitdefender services as soon as i saw that it's moving to quarantine system files. I read for hours about this "trojan" downloaded anti malware software and neither seemed to find any problems with my system. Good thing i came across the BD forum. I restarted my system ( Windows 7 Professional 65bit) with "last known configuration that worked", had a couple of problems with explorer.exe. I was allowed after that to restore some of the files from quarantine. Now everything seems to work fine.
From what i've been reading here, I was very lucky, i had a lot of work projects in C:\.
And BD staff says that it is safe to turn Real Time protection on blablabla.
I won't turn that ###### on ever again.
From Romania with love.
it seems i was wrong.
I restored everything but still all microsoft software like : media player, office etc, the adobe suite, etc don't work anymore.
BD screwed me up.
I will reinstall windows and never install BD again.
i loose 2 days because of this.0 -
Maybe you should be looking at the comments and doing what people have been asking you to do:
1. Start posting on your main site - this is not some simple screw up - this is major.
2. Clearly document those that are hit.
3. Send emails to those who may not have been hit yet.
4. Post clear simple instructions as to what to do.
5. Provide status ... even no update is better than nothing. ... on a frequent basis.
6. Take responsibility / don't hide behind some bs excuse.
7. Try to alert the community - you could have stopped some of this hours ago if you had put up more information sooner.
8. Read the posts and don't waste our time with the same question over and over.
9. Add posts that link to information page so we don't have to read posts to find out bits of information.
10. Explain what went wrong.
11. Call MS for support in repairing windows - yes it will cost some bucks but you can't seem to get your own facts straight and anyone can find the information you posted.
12. Get some senior people posting apologies and even try to get some press. A bad announcement is better than nothing from you.
13. Fix the stupid restore feature of your program ... you can only restore all and it has not enough smarts to attempt the same command for each file. Do you really expect us to restore thousands of files one by one.
14. Provide as much information as you can on each OS impacted.
I agree wholeheartedly with each point. I hope someone at BD is listening, taking notes, and most importantly taking action.0 -
-=NOTICE=-
Your Bitdefender Quarantine files are located in C:/ProgramData/BitDefender/Desktop/Quarantine
That's your quarantine folder. If you can't fully see it, make sure you can see all hidden files & folders enabled. Back that folder up just in case you KNOW your options are extremely limited in terms of recovering from this.
Also be warned, Bitdefender's twitter is sending out this warning:
"update: malware writers taking advantage of this update issue - please only use removal and fix tools from www.bitdefender.com."
Don't search for a "Patch" and download something that doesn't come from THIS WEBSITE.0 -
I have Vista 64 bit with The Shield Deluxe, which APPARENTLY has BitDefender in it as PCSecurityShield on my computer has BitDefender listed under it.
So my question is, What do we do? I don't want to reboot my computer as I have had to do 2 system repairs already after making the mistake of rebooting my computer! I have turned off all automatic scans, but I already have at least 1000 files in quarantine on The Shield Deluxe.
So, BitDefender...What the ###### am I to do? I have told my software to update, but I am deathly scared to turn off my computer!
Honestly, I can see people wanting to do a class action lawsuit over this...this is absolutely ridiculous that people are losing their computers over a bad update! And the fact that there is NOTHING on your homepage about this? Nothing in the news to warn unsuspecting users? come on! Mine started acting up after noon EST (I am in the good ol' USA).
Please help! Do I try to restore all the files that it will let me?0 -
After following this all day (and night) I am ready to ask a question. I have two computers fallen victims to this problem. Laptop was first, and before I saw this forum I trusted bitdefender and clicked OK several times sending things to quarantine. I quickly became suspicious and tried to shut down the computer for fear of virus. Upon restart, windows started up, but like all others, poor resolution and most all programs no longer open (including BitDefender). I have left it open and not sure what to do with it.
My other computer automatically updated, but I already had an idea of a problem and did not restart. However, I can't open Bitdefender. I have tried to run the Update Now feature but it quickly goes through the update and states there are no available updates. Of course everytime I attempt to run anything else it quickly becomes unavailable (I assume sent to quarantine but since Bitdefender won't open I can't tell).
I have seen several links to updates but I am unable to open the updates on my affected compters. Any help!
Windows 7 Ultimate/Professional 64bit
BitDefender Antivirus 20100 -
Start> All programs> Bitdefender 2010> = "Cant start because bdutils.dll is missing from your computer" ....OR.... "the item seccenter.exe has been changed or moved", do you want to delete shortcut? It has quarantined itself most likely.
So does a person uninstall and reinstall, or does that toss away the quarantined files?
The quarantined files should still be on the PC as I see it. ... We need that patch to get the quarantined BD files, and put them back where they belong.... I'm not buying that a clean install is the ticket here, and if it is.... .... I can't even go there.
Same here...
Well @topic, no matter if or when this will be solved, this will certainly be the last time I used bitdefender and I will also make sure everybody I can reach also wont.
(Not much articles to write anyway, since all I know using it had the issue)
2009 had the nice issue that it needed to be reinstalled every few months otherwise it would block the whole internet, and now this.
I do not even want to start how "smart" coding wise it is that this could even happen, but one thing that comes even way before that:
If you have people working at QA, I can only hope that starting monday they will be looking for a new job.
2 PCs on my side so far are not starting anymore, will see if startup repair will also fix them, the 3rd has the same issue as above.0 -
@ mek -> the patch that will restore the quarantined files will be available in a couple of hours most likely.
A couple of hours is just unbearable, taking into account the time all this situation has taken.
Technical support simple didn't reply accordingly to the dimension of the problem, all the answers presented arrived late and most of users were not able to apply the solutions presented.
It is evident that BitDefence just did not handle the whole situation properly.0 -
Couple of hours you say? This happened eight hours ago!
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http://twitter.com/bitdefender
# global BD meeting happening now regarding this update issue - please stand by. please ONLY UTILIZE REMOVAL TOOLS FROM BITDEFENDER.COM 9 minutes ago via HootSuite0 -
@Lost_n_Confused - > the quarantine files are here C:\Users\All Users\BitDefender\Desktop\Quarantine , but they are encrypted. You could, at most, copy that entire folder and use it when you reinstall BitDefender.
@Daktari - >most Windows files restore themselves automatically, that's why you cannot restore some of them, as they are already there.0 -
They are answering questions fairly quickly on their Twitter page. http://twitter.com/bitdefender
I can access Windows 7 64 Bit but I cannot open BD. I asked them about this and they said they are still working on that problem and the patch for it. I'm not jumping into anything until they have more time to come up with a solution. I don't want to do more damage I can't un-do by trying to be a technician that I'm not. I know it's hard in this age of immediate gratification to just wait but hopefully between now and tomorrow they will get something out there we can all use to get our PC's we are so addicted to back together.0 -
@Lost_n_Confused - > the quarantine files are here C:\Users\All Users\BitDefender\Desktop\Quarantine , but they are encrypted. You could, at most, copy that entire folder and use it when you reinstall BitDefender.
@Daktari - >most Windows files restore themselves automatically, that's why you cannot restore some of them, as they are already there.
So what are we supposed to do with the files that are listed as quarantined (mostly system files)? We can't restore them and I don't want to delete them. Do they even matter?0 -
the quarantined files arn't located there..............I've checked.
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Ok any hope for those who cannot boot in SAFE MODE and cannot restore??..Can i do anything in COMMAND PROMPT (as this is only thing i can get into)
Or is installing windows again only option?
Hello mark12,
Please follow the steps described in this KB article to fix this situation:0 -
-=NOTICE=-
Your Bitdefender Quarantine files are located in C:/ProgramData/BitDefender/Desktop/Quarantine
That's your quarantine folder. If you can't fully see it, make sure you can see all hidden files & folders enabled. Back that folder up just in case you KNOW your options are extremely limited in terms of recovering from this.
Also be warned, Bitdefender's twitter is sending out this warning:
"update: malware writers taking advantage of this update issue - please only use removal and fix tools from www.bitdefender.com."
Don't search for a "Patch" and download something that doesn't come from THIS WEBSITE.
TOO LATE! AFTER UNINSTALLATION & REINSTALLATION OF BD QUARANTINED FILES ARE ALL GONE0 -
Did this only affect Windows 7 64 bit systems, or are other Windows systems affected as well?
Hello Dogman,
Only x64 bit systems are affected by this situation.
Cristi.0 -
TOO LATE! AFTER UNINSTALLATION & REINSTALLATION OF BD QUARANTINED FILES ARE ALL GONE
...hmm, then the tech support team was wrong. Sorry man. =/
New plan to all users, COPY the Quarantine folder to a NEW LOCATION ON YOUR COMPUTER before reinstalling BitDefender. Do not try to reinstall it to regain your quarantine files WITHOUT backing it up somewhere else first.
C:/ProgramData/BitDefender/Desktop/Quarantine0 -
Please, how do you turn of the real time defense ?
Hello Rigolax,
To turn off real time protection,you need to go in BitDefender->press the Settings button and remove the checkmark under Antivirus.
Press OK to apply the changes.
Cristi.0 -
...hmm, then the tech support team was wrong. Sorry man. =/
New plan to all users, COPY the Quarantine folder to a NEW LOCATION ON YOUR COMPUTER before reinstalling BitDefender. Do not try to reinstall it to regain your quarantine files WITHOUT backing it up somewhere else first.
C:/ProgramData/BitDefender/Desktop/Quarantine
I would rather say: do not touch anything until they released anything that is supposed to fix it.
I will let all my pcs running the whole night now and hope they have a solution by tomorrow (01:48 in germany now).
At least that way afterwards they cant tell you:
"well yeah you didnt use our way to fix it, so we cant help you there..."0 -
Hello Dogman,
Only x64 bit systems are affected by this situation.
Cristi.
Cristi - Thanks.0 -
I spent all day from 11am until now 5.50 trying to get my computer to work, I AM SO UPSET - YOU CAN NOT IMAGINE
WHEN WILL A FIX BE DONE - I DONT WANT to shut down and reboot - just if I reboot may not get back in........0 -
Someone get rid of this BananaLover joker spamming with whatever link they're posting all over the place.
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Cristi
I have gone through my quarantines (only a few hundred) attempting to restore them and all of them already existed (mostly BD files, System32 and SysWOW64 files). I now have the 7.30848 engine, 5474032 virus signatures, running version 13.9.19.347 of Internet Security on W7 64. I have already run the newest WEEKLY update. I have the antivirus turned off.
Is it safe to just reboot my PC? Do I need to backup the quarantine file as it seems that all of the files already exist? Should I be doing a system restore (2 days old)? Can I do it interactively or should it be done during reboot?0 -
Mine is internet security 2010 with
so can i shut down my computer because it is already 4:03am
Hello ryantee,
If your BitDefender is up to date you can safely turn off the system.
Did you check the quarantine to see if there are any files?
Cristi.0 -
I would rather say: do not touch anything until they released anything that is supposed to fix it.
I will let all my pcs running the whole night now and hope they have a solution by tomorrow (01:48 in germany now).
At least that way afterwards they cant tell you:
"well yeah you didnt use our way to fix it, so we cant help you there..."
Only if you're not a newbie when it comes to troubleshooting and aren't willing to take those risks cause if one does take the risks and then they find themselves screwed, then they can't complain to the company for that because that was their risk.
However, don't forget that it was tech support that said that using the Repair/Remove function in Add/Remove programs would fix the problem without sacrificing the Quarantine folder. Now we know that info is incorrect so the obvious solution would mean that you'd need to backup the data first.
Some people that are at home can probably wait for the patch in a couple of hours but corporations running business computers in which all their systems used BitDefender as their networked security will have 100x less patience than even 80% of the users here. I feel sorry for the tech guys that are dealing with that in offices right now.0 -
Hello Rigolax,
To turn off real time protection,you need to go in BitDefender->press the Settings button and remove the checkmark under Antivirus.
Press OK to apply the changes.
Cristi.
Thanks Cristi, problem is I cannot open anymore BitDefender, so I don't have access to this option, and I won't stop my computer before a fix is online. So The real time protection might create more quarantine problems in the meantime.0 -
Thanks Moguai and M.G. but thing is when i click on my Bitdefender icon, it will not open... seems I'm screwed. Any idea ?
For this situation you need to repair BitDefender.
Go to Start->All Programs ->BitDefender 2010-> Repair or Remove.
Cristi.0 -
when is the fix patch gonna come?? all my pcs are ####ed up !!!!!
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I C A N T RESTORE BECAUSE I HAVE ALL READY DO A SYSTEM RESTORE AND THE FILES RECCREATE
FROM BITDEFENDER I GET THIS: FAILED TO FIND THE SPECIFIED PATH
but the Path is there ...
THNX THE COMPANY FOR THIS DAY ... the last time to use bitdefender
must change LOGO to
BITAMATEURS0 -
Well my windows 7 64bit system went haywire and slowly over time the system wouldn't do anything. Couldn't get into task manager, safe mode, system restore as every time I activated something Bit defender treated it like a virus and quarantined the files. Disabled real time protection forever. Restored all quarantined files, about a 1000 of them as I didn't know what was going on at the time. Tried system restore to a previous restore point but didn't work as it said Bit defender was running. Uninstalled Bit defender from my system completely. Rebooted and went into safe mode. Did system restore to last working restore point (yesterday). Bingo everything now works fine. Will reinstall Bit defender now the problem is solved. Hope Bit defender takes better care of their updates in the future. I almost lost all my data as I almost reformatted my system.
Very poor show Bit Defender0 -
Only if you're not a newbie when it comes to troubleshooting and aren't willing to take those risks cause if one does take the risks and then they find themselves screwed, then they can't complain to the company for that because that was their risk.
Have you read the posts here?
I wouldn't really consider the people here IT crowd. => fingers off > do something just because somebody said itHowever, don't forget that it was tech support that said that using the Repair/Remove function in Add/Remove programs would fix the problem without sacrificing the Quarantine folder. Now we know that info is incorrect so the obvious solution would mean that you'd need to backup the data first.
Some people that are at home can probably wait for the patch in a couple of hours but corporations running business computers in which all their systems used BitDefender as their networked security will have 100x less patience than even 80% of the users here. I feel sorry for the tech guys that are dealing with that in offices right now.
Well for one whoever has to work at this time at saturday has my deepest regrets.
On the other hand there is not a single sys admin I know that is responsible for a whole office security trusts 3rd party software he can harldy customize and has no backups regularly too.
Yes granted there may be some, but that doesnt really make them more grumpy as private folks that dont have a nice ActiveDirectory System with working backups for all the relevant parts with ISO images for a complete from scratch workstation.
Also I couldn't care less if I loose some data at work was lost, yes it might be a little more work to get to the point where the sys was destroyed.
But if the pictures from my kid and wife are gone I will be really furious.For this situation you need to repair BitDefender.
Go to Start->All Programs ->BitDefender 2010-> Repair or Remove.
Cristi.
Oh yeah, this only lets me select uninstall btw.
So => nope sorry wont help0 -
Here's my question:
Ok, so I'm going through my Quarantine list one last time and verifying that the remaining files are indeed already pre-restored into the proper folders before rebooting. My wonder is whether or not it's safe to turn the Anti-Virus scanner back on once the affected users have had their engines downgraded from the affected update version down to Engine Version: 7.30848?
Has anyone tested this yet?0 -
For this situation you need to repair BitDefender.
Go to Start->All Programs ->BitDefender 2010-> Repair or Remove.
Cristi.
Says it cannot find the msiexec.exe0 -
I have win7 64bit, pc was infected today by Trojan.Fakealert.5, i was unable to download any trojan/malware removers my web browser kept crashing, tried evrything deleating keys, files deep scan with bit defender tries quarinten deleation, in the end my Os died, couldnt boot in or restore to earlier point so gave up and in process of reinstalling OS, is this gonna hit my system again when i install bitdefender?
Any advise should i even bother reinstall bitdefender, or wait till update and fix is ready ( i did notice lastnight my system was running slow and using a ###### of alot of ram)
Hello alex64,
Please accept our apologies for any inconvenience caused.
The situation has been fixed by our team,right now you can safely reinstall BitDefender.
Cristi.0 -
I C A N T RESTORE BECAUSE I HAVE ALL READY DO A SYSTEM RESTORE AND THE FILES RECCREATE
FROM BITDEFENDER I GET THIS: FAILED TO FIND THE SPECIFIED PATH
but the Path is there ...
THNX THE COMPANY FOR THIS DAY ... the last time to use bitdefender
must change LOGO to
BITAMATEURS
ooooh I ASK APOLOGIES for this ...0 -
I have lost very important files. I believe I am going to have wipe my computer clean and start from scratch.
I wish I never installed this program, and am glad I have not paid money for it, since I was running off of the trial version.
Safe to say that I will not be buying the full version.
Yes other softwares make mistakes, but not these big of mistakes.0
