Bad Update Or....? - Solution Here: Http://forum.bitdefender.com/index.php?showtopic=18789

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  • BitDee
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    Hello BitDee,


    Yes, we recommended you to use the Rescue CD in order to boot from the CD and backup your files. Unfortunately, you can use the patch only if Windows starts in Normal mode. The patch will be able to restore the files quarantined by BitDefender but it cannot restore the deleted ones.


    Okay that is clear. Is it possible to run the patch via another OS and give the command for it to fix the quarantined files on the Damaged OS? Or is that not something that the patch can manage to do?

  • THINGS GOT DONE !.... UPDATE AND YOU ARE BACK TO NORMAL !!
  • BitDee
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    Update from Bitdefender's Twitter:


    "this is taking a bit longer than expected - we are testing it right now."


    Once you've turned off the virus scanner and ran the update, turn the scanner back on.


    Then, until the patch comes out, you need to go through the painful process of going to the Quarantine list and trying to unquarantine as many files as possible until the patch comes out. Trying to 'Select All & Restore' won't work since any file that was automatically restored by Windows will give an error in the quarantine list, saying that it's already there and, for the most part, when you tell it to overwrite, the overwrite fails.


    So for many of the files, you'll need to just go down the long list of files, one-by-one, and restore whichever files that will allow you to restore them. Eventually, you'll restore the System Restore files and then you'll get your comp back. If they release the patch before you finish, get it and then the remainder of the restoration process will go quickly.


    Whatever you do, DON'T REBOOT. If you reboot, I can almost guarantee you, you'll be screwed. Don't try to just reinstall either as people in here have experienced that that just wipes out the quarantine and all the files in it. They should be posting THAT in the kb but for some reason, they won't and more and more customers on twitter are complaining about their files because they rebooted for whatever reason.


    LOL that was the first thing i did. I was like wtf there attacking my pc and turned it off just to be safe. So indeed it is important to let the peeps know that rebooting will make the problem worse.

  • Hello Biohaz1,


    If Windows starts in Normal mode on your computer, a patch will be released as soon as possible and you will be able to run it. It will restore the files from the BitDefender quarantine.

  • Have you tried a system restore from Start->All Programs->Accessories->System Tools->System Restore ?


    Great! That worked for getting BitDefender running again, but I can't restore my system files because it's telling me "Failed to find the specified path. Please review the previous option and try again. C:\WINDOWS\system32\

  • Chimel
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    So i assume that you guys won't be able to fix the deleted system files or will the patch fix the deleted system files so i can boot my windows?


    The system files are not deleted, just moved to the quarantine folder.


    So if the patch is able to roll back all quarantined files, your system should be fine.


    There was one case in this thread where a user got a corrupted boot.ini file, but that was an exception.


    BD should try being smarter: If many legit files seem to be infected and the number of infected files stay constant (meaning there is no virus propagating itself), it should restore the first quarantined files automatically but certainly not continue quarantining up to 60,000 files as seen in one post.

  • BitDee
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    The system files are not deleted, just moved to the quarantine folder.


    So if the patch is able to roll back all quarantined files, your system should be fine.


    There was one case in this thread where a user got a corrupted boot.ini file, but that was an exception.


    BD should try being smarter: If many legit files seem to be infected and the number of infected files stay constant (meaning there is no virus propagating itself), it should restore the first quarantined files automatically but certainly not continue quarantining up to 60,000 files as seen in one post.


    Yeah but that will be a prob if i cant boot in my windows.


    That is why i asked if there is a workaround through a dual Boot System so i can use another OS to launch the patch and restore the quarantined files of the affected OS.

  • Bigchess
    edited March 2010
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    Update from Bitdefender's Twitter:


    "this is taking a bit longer than expected - we are testing it right now."


    I have personal experience with Bitdefender and their efficiency to fix problems. Give it another week and it might be fixed. Don't worry though when this is fixed another problem will sure arise.


    Here's some tips on what to do in these situations.


    For those who have already reformatted their computers. Use something else until this gets cleared up.


    For those who cannot boot to windows through normal nor safe mode try to create a new partition on your hard drive (preferably add another hard drive) and install windows on that partition (or hard drive). Once that is done boot to windows and try to salvage some of your data.


    GL everyone.

  • Any ideas how long we must wait for this patch which will give us back and fully recovered system ?

  • Great! That worked for getting BitDefender running again, but I can't restore my system files because it's telling me "Failed to find the specified path. Please review the previous option and try again. C:\WINDOWS\system32\


    That's because the system files were in the quarantine and turning the clock back didn't recover all of the missing files. My System32 folder was also wiped out and inaccessible. The only way to have gotten those back was to remove them from quarantine.


    If the "Last KNown Good Configuration" doesn't work, which I'm sure it won't since editing the registry isn't gonna magically bring back the files that even System Restore can't restore, what you need to do now is find your OS Disc, reboot since you've done a system restore & make the computer BOOT from the CD. If you don't know how to do that, consult your comp manual.


    Boot the computer from the OS Disc and have it run a Repair.


    This will reinstall JUST the system files without needing to format the computer.


    That should fix your issue. Then, you'll just need to reinstall any other affected programs you had on your comp that have been affected.

  • BitDee
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    i read that some dude mentioned that the Bitdefender was deleting files of other partitions.. that made me worry alot.


    So i check the log with the deleted/quarantined files listed called history.


    here's the directory:


    X:\ProgramData\BitDefender\Desktop\Events


    Change X with the letter of ur operating system with BD.


    I noticed that in my case only files from the C drive were deleted/quarantined

  • chrisgraphics
    edited March 2010
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    This resembles more and more a 2012 ******.


    People trying to warm each other up, others eating their fellows when running out of food, leaders rising.


    :) I'm sorry, I know this sounds wrong, but I just can't help seeing the funny side of this situation. I could definitely see a South Park or Simpsons episode only based on what's going on here on the forums after this.

  • I have GameSafe 2008 on Vista64. The software has quarantined it's own main executable, so I can't get to the "quarantine" section to restore the files, nor can I turn off the real time scanner. I don't see a manual update at http://www.bitdefender.com/site/view/Deskt...ts-Updates.html for GameSafe. I cannot disable the services either (as I cannot get services.msi to run in admin mode, so it tells me I am not authorized to disable the services). Please contact me via email to explain how I am to correct this error.


    Thanks,


    C

  • Chimel
    edited March 2010
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    Trying to 'Select All & Restore' won't work since any file that was automatically restored by Windows will give an error in the quarantine list, saying that it's already there and, for the most part, when you tell it to overwrite, the overwrite fails.


    So for many of the files, you'll need to just go down the long list of files, one-by-one, and restore whichever files that will allow you to restore them.


    This is the most stupid tweet from BD, they're asking to restore thousands of files one by one!!!


    Of course you can and should restore all of them in one single step, just select to ignore the 2 error messages that will pop up.


    Restoring thousands of files one by one is not an option, and is not even necessary.


    BD should improve the restore feature to remove these bogus message boxes, but even so, you can use the feature (select "Yes" or "No" for the message to overwrite files, it should not matter which answer, and select "Cancel" for the error about path not found.)

  • BitDee
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    That's because the system files were in the quarantine and turning the clock back didn't recover all of the missing files. My System32 folder was also wiped out and inaccessible. The only way to have gotten those back was to remove them from quarantine.


    If the "Last KNown Good Configuration" doesn't work, which I'm sure it won't since editing the registry isn't gonna magically bring back the files that even System Restore can't restore, what you need to do now is find your OS Disc, reboot since you've done a system restore & make the computer BOOT from the CD. If you don't know how to do that, consult your comp manual.


    Boot the computer from the OS Disc and have it run a Repair.


    This will reinstall JUST the system files without needing to format the computer.


    That should fix your issue. Then, you'll just need to reinstall any other affected programs you had on your comp that have been affected.


    Tried that- but after a few attempts the repair disc gets an error. Although it manages to recover some files.. the windows is still unbootable

  • pfx
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    Hello scooter00,


    Did you follow the steps described in this KB article ?


    http://www.bitdefender.com/site/KnowledgeBase/consumer/#638


    Read through the above article.


    When I tried to restore from quarantine the system said that the files already existed and would not over-write those files - so not sure what's happening here.


    I had thousands of files quarantined but there is nothing like that number in the quarantine list.


    Where would the others be - have they been lost?


    Before I got on to this site - I assumed I was dealing with a real virus and not a BitDefender bug.


    During the attempt to resolve the issue I did a deep system scan to see if that would remedy things. It only brought up more false alerts. Working through the dialogue boxes BitDefender asked if I wanted to delete it - thought BF was referring to the supposed 'Trojan5' virus - I said yes - but it was actually referring to the affected files. As a result a lot of exe and dll files were deleted.


    It's not clear from your update page


    http://www.bitdefender.com/site/view/Deskt...ts-Updates.html


    if these updates are the new files to fix the supposed 'Trojan5' virus.


    One thing that BitDefender could have done a lot better - apart from the obvious not releasing this terrible update - was emailing all it's subscribers once it became aware of the problem. A lot of us discovered the problem after it was already being discussed on this forum. We tried to resolve it ourselves and failing that - go to Google. A lot of problems could have been averted if BitDefender did a broadcast email to its subscriber base to alert them that they were not infected by a virus but that there was a serious problem in the most recent update. This email could have included intructions on what to do and how long the update would take. It certainly would have stopped people trying to resolve a virus infection that did not exist and potentially make things worse. Even now - and this forum is some 50 pages long - there has been no email contact by BitDefender. There are probably many more subscribers out there, still going through the same problems and not be aware of the solutions or this forum.


    This is a very serious blunder on the part of BitDefender and I will be interested to see how they make good on it. Like others I have projects due tomorrow and I am going to have to restore a lot of my system before I can get back to these paying projects.


    pfx

  • THINGS GOT DONE !.... UPDATE AND YOU ARE BACK TO NORMAL !!


    How did you do the update? My BD circle is grey and I cannot open it. I can request it to update though....is that how you did it? Please share more.


    Thanks

  • i read that some dude mentioned that the Bitdefender was deleting files of other partitions.. that made me worry alot.


    So i check the log with the deleted/quarantined files listed called history.


    here's the directory:


    X:\ProgramData\BitDefender\Desktop\Events


    Change X with the letter of ur operating system with BD.


    I noticed that in my case only files from the C drive were deleted/quarantined


    That was happening to me. I have a Dual-boot system (Windows XP/Windows 7) and I told it to scan just the Windows 7 drive which is my 1TB drive. It scanned 3 of my 4 partitions for Windows 7 and all 3 partitions were having files being labeled as the same trojan. Entire downloads, files that were over 2GB in size, program installations, game installation files, nothing seemed safe from being deemed a Trojan.FakeAlert.5


    When it got past 63,000 infected file results, I just stopped it and did more & more research until I came across this forum & this topic.

  • Hello Biohaz1,


    If Windows starts in Normal mode on your computer, a patch will be released as soon as possible and you will be able to run it. It will restore the files from the BitDefender quarantine.


    I doubt you could help me now.


    BitDefender decided to start working and deleted all my quarantined files. My computer is fine but everything quarantined is gone. This is it. I've given up. At first I was patient and gave you time but this is the last straw. I'm done with BitDefender for good. I want my money back.

  • BitDee
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    This resembles more and more a 2012 ******.


    People trying to warm each other up, others eating their fellows when running out of food, leaders rising.


    :) I'm sorry, I know this sounds wrong, but I just can't help seeing the funny side of this situation. I could definitely see a South Park or Simpsons episode only based on what's going on here on the forums after this.


    Southpark FTW :P

  • Chimel
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    Yeah but that will be a prob if i cant boot in my windows.


    That is why i asked if there is a workaround through a dual Boot System so i can use another OS to launch the patch and restore the quarantined files of the affected OS.


    Yep, I suggested BD makes a patch that can be copied to a bootable CD or USB stick and run from the command line.


    I am sorry to see their patch still requires Windows, basically making it useless for many customers who either can't start Windows or can't start the graphic user interface.

  • TheNit
    edited March 2010
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    I gave up waiting for a reply from a BD tech so I decided to follow #638 from the KB after restoring my quarantines. I rebooted and got the error message for bdagent.exe not starting because of the txmlutil.dll file. Now what am I supposed to do? I've been following this thred for 9 hours and I don't feel like wading through 1000+ posts.


    Would someone from tech please reply. As I understand it, the patch will only allow for the quaratined files to be restored. How do I get BD started again? WIndows 7 64's control panel doesn't have a "repair" option for BD. Is it somewhere else?

  • Easy on BitDefender?


    Why? Their negligence has caused havoc around the world. I'm still assessing the damage caused by their negligence.


    Steps to fix the problem:


    1. Uninstall Bitdefender


    2. Demand a refund


    3. If no refund is given start looking for the lawyer(s) who will be doing the class-action lawsuit against BitDefender.


    By the way, in case they delete this thread, I've saved every page of it which clearly shows not only their admission of negligence but the severity of the problems it has caused around the world.


    Demand your money back now.


    By that logic, why don't throw in a class-action lawsuit against all virus programmers who cause even greater "havoc" around the world, every single day, eh?


    Since you are so eager to pay your lawyers to sue hardworking people, why don't you also spend your money suing the ones that create the need for anti-virus in the first place?


    Oh yeah, I forgot. They don't have a name, so they're hard. And you are one of those who only likes easy targets, right?


    Get a grip man, I've had my entire day ruined because of this, and I will still happily renew my account when the time comes.


    I still think bd's quality of support is great, if you care to actually "talk" to them, instead of firing rockets. But I guess that's beyond your kind.


    One mess up does not mean they're not the best of the field right now.

  • BitDee
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    Yep, I suggested BD makes a patch that can be copied to a bootable CD or USB stick and run from the command line.


    I am sorry to see their patch still requires Windows, basically making it useless for many customers who either can't start Windows or can't start the graphic user interface.


    If they manage to do it without the need to be in the OS, alot more OS can be repaired.


    I don't know how difficult it is to program it that way, but it will save alot of hassle.

  • Demoblaster
    edited March 2010
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    This is the most stupid tweet from BD, they're asking to restore thousands of files one by one!!!


    Of course you can and should restore all of them in one single step, just select to ignore the 2 error messages that will pop up.


    Restoring thousands of files one by one is not an option, and is not even necessary.


    BD should improve the restore feature to remove these bogus message boxes, but even so, you can use the feature (select "Yes" or "No" for the message to overwrite files, it should not matter which answer, and select "Cancel" for the error about path not found.)


    Oh no no, that wasn't from BitDefender, that was from me.


    That was what I did to get it working again. No, if I say something came from Bitdefender, I paste that in the message before hand but that last quote removed who the rest of the quote was directed to as it was supposed to quote another person and the rest was my response.


    As for the removal, I didn't even know that unchecking the "Apply to all" option in the 2nd error message would let it continue down the list of files, skipping the ones that don't overwrite and moving back the ones that did. I wish I had realized that sooner as it would have saved me quite some time restoring my files. @_@


    Live and learn, I guess.


    Again, sorry for the quote confusion.


    Minor Twitter Update from Bitdefender regarding compensation:


    send an email with the request. Request place compensation in the title and send this to bitsybd@bitdefender.com

  • @LCB: A patch will be released in the shortest time possible and you will be able to run it in order to restore the quarantined files from BitDefender

  • You don't get it - if Bitdefender quarantined itself, it won't MATTER. It won't be possible to reset the files then. For me, it quarantined over 4000 files INCLUDING itself. FOUR. THOUSAND. FILES. I was lucky I found this forum topic before I rebooted. Seriously, we better get compensation for this - this is a **** up of major proportions.


    A patch will soon be released,we will keep you updated.


    Thank you.

  • I am angry about the problem caused by BD, but as far as I know it's still the best AV suite out there, despite the perhaps irredeemable issue today. If there were a better AV suite I'd switch to it, but Kaspersky is too memory hungry and Norton just ######, so I'll still use BD, but I will expect some compensation for my inability to work today.

  • @LCB: A patch will be released in the shortest time possible and you will be able to run it in order to restore the quarantined files from BitDefender


    WHAT DOES "shortest time possible" MEAN FOR YOU GUYS? WE'VE BEEN WAITTING FOR HOURS NOW!!!!!!

  • @LCB: A patch will be released in the shortest time possible and you will be able to run it in order to restore the quarantined files from BitDefender


    Bit Defender reinstalled itself. Does that mean it deleted everything in the Quarantine folder? Nothing is showing up on Bit Defender under quarantine.

  • BitDee
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    By that logic, why don't throw in a class-action lawsuit against all virus programmers who cause even greater "havoc" around the world, every single day, eh?


    Since you are so eager to pay your lawyers to sue hardworking people, why don't you also spend your money suing the ones that create the need for anti-virus in the first place?


    Oh yeah, I forgot. They don't have a name, so they're hard. And you are one of those who only likes easy targets, right?


    Get a grip man, I've had my entire day ruined because of this, and I will still happily renew my account when the time comes.


    I still think bd's quality of support is great, if you care to actually "talk" to them, instead of firing rockets. But I guess that's beyond your kind.


    One mess up does not mean they're not the best of the field right now.


    Makes me think back about the Juggernauts in COD. Those bs. just won't go down with RPG's.


    Hope something good will come out of all this. Free 50% refund? or that limited t-shirt :P


    Anyways time to go to sleep.. It is 4.33 am right now..


    Running a new OS. I can use it tomorrow for work.

  • L.o.D.
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    WHAT DOES "shortest time possible" MEAN FOR YOU GUYS? WE'VE BEEN WAITTING FOR HOURS NOW!!!!!!


    Would you rather they rush out a patch?

  • I do believe there is a 30 day refund policy. I would use that if I were you.


    haha <img class=" /> the irony!


    Today is day 31...my "Registration" tab says:


    "The license key for this product will expire in 334 days."


    hmmm....365 - 334 = 31?


    LOL


    no refund for me ;)

  • If Windows starts in Normal mode on your computer, a patch will be released as soon as possible and you will be able to run it. It will restore the files from the BitDefender quarantine.


    Will this patch work in Safe Mode?


    Will this patch only work if we have access to the actual BD UI?


    Thanks.

  • Chimel
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    @Demoblaster, yeah I realized afterwards the tweet quote ended before your paragraph about restore, but I was not authorized to edit and correct my post. My mistake and mucho love to you (and L.o.D. and all user contributors) for trying to help on this confusing story, at the risk of not being 100% accurate since we were not much helped by BD staff at the beginning.


    ######, I did say insane assumptions too, like I thought this was an internal test version mistakenly released to the whole world! ^-^

  • Would you rather they rush out a patch?


    Exactly. Rushed programming development creates more issues than it fixes. It's better for them to have LEARNED from this mistake and get things right the first time and not rush it so that when it gets in the hands or, in this case, the computers of the consumers, it does what it needs to do and nothing else.


    Golden rule: Measure twice, cut once.


    It's a mindset that can work in so many different aspects of life.

  • Bit Defender reinstalled itself. Does that mean it deleted everything in the Quarantine folder? Nothing is showing up on Bit Defender under quarantine.


    The files were not removed but restored to their original locations because they're clean.

  • The files were not removed but restored to their original locations because they're clean.


    No, you're wrong.


    None of my programs work still. It's as if you accomplished nothing.

  • I have the same problem as Biohaz1


    Will this patch retrieve the deleted quarantined items?

  • If there were a better AV suite I'd switch to it, but Kaspersky is too memory hungry and Norton just ######, so I'll still use BD, but I will expect some compensation for my inability to work today.


    May I suggest to read the reports (main tests, performance tests, etc.) from this site http://www.av-comparatives.org/comparativesreviews ?

  • chrisgraphics
    edited March 2010
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    I am angry about the problem caused by BD, but as far as I know it's still the best AV suite out there, despite the perhaps irredeemable issue today. If there were a better AV suite I'd switch to it, but Kaspersky is too memory hungry and Norton just ######, so I'll still use BD, but I will expect some compensation for my inability to work today.


    If your ISP fails and you cannot work that day, can you claim compensation for the profit you might have done working? In almost all cases, no. It's provided in the agreement.


    If Windows gives you a Blue Screen of Death for a few hours, do you request compensation? Do you claim compensation from Adobe if Photoshop crashes and you have to reinstall it?


    Even if you could, how do you assess how much you would have made that day?


    In my opinion, many compensation claims are unrealistic and, as I said before, many people compare viruses with getting hit by a train and when they saw the huge number of alerts got panicked. And are now requesting compensation for emotional trauma, rather than any real damage.


    Surely, this is only my personal opinion.

  • sea777
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    I have posted several times and no one has responded. I have read almost all 50 some odd pages of this forum to find an answer. I am a newbie and not a techie of any sort. I just read that if you have rebooted once or several times to try to system restore and all the other "fixes" (I have tried with no sucess) that the files that were quarant. (each time) were now gone. Is this true? I tried to use the Vista restore and cannot. So can someone PLEASE help me? I get a black screen now. How do get my system back, just want one I can use, since I obviously can't use it the way it is and any files will have to be sacrificed. ANYONE, please respond? Vista OS

  • No, you're wrong.


    None of my programs work still. It's as if you accomplished nothing.


    Good O'l BD support to the rescue. RUN!!!

  • I have the same problem as Biohaz1


    Will this patch retrieve deleted quarantined items?

  • I still wait for bootable patch :huh: , because i cant start my windows ..

  • Makes me think back about the Juggernauts in COD. Those bs. just won't go down with RPG's.


    Hope something good will come out of all this. Free 50% refund? or that limited t-shirt :P


    Anyways time to go to sleep.. It is 4.33 am right now..


    Running a new OS. I can use it tomorrow for work.


    Not that Fanboys have any reasoning skills, just blind faith, I'll reasonably address your comment.


    I have never had a virus do to my computer what BitDefender did to mine today.


    If the creator of a virus did to my computer the same thing BD did, they were identified and there was a 'class-action' lawsuit (I.e., not using my own money) I would gladly sign my name to it.

  • I know...many people are out...and lost lots of money with software, mp3's, precious photos, etc.


    If anything, it has cost me time. I'm partially amused though - by the pithy and sarcastic comments from users on this forum. LOL - it's great fun.


    I do believe we who experienced this bungle should be given some sort of coupon on our next purchase of BD. 50% off? Perhaps even a free year. I'd be satisfied.


    ASIDE FROM THIS, the affected BD users should already know that digital file storage is always in danger of being lost. Hard drives are great devices, but there's no guarantee that your data integrity will be maintained from day to day.


    Getting angry at Bit Defender is a "bit" like getting angry at Seagate or Western Digital for a hard drive crash.


    If their precious files aren't being backed up with online backup, hard copy CD's/DVD's or a network attached storage drive, then it's their fault for thinking their files will "exist forever" on their hard drive.


    Apart from this programmatic error, Bit Defender is ranked the best AV on the market in its price range.


    Plus, you can install one home user license on 3 machines...that's a bonus.


    And for the record...NO, I don't work for BD.


    I'm going to stay with Bit Defender. :D

  • Unknown
    edited March 2010
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    Unfortunately we are not able to make a patch which can be copied to a bootable device. Therefore, if the operating system is not loading in Normal mode you will not be able to use the patch. Please use a Windows CD in order to make a System restore or Startup recovery.


    Thank you for your understanding.

  • Thank you for your understanding.


    Yeah...about that.

  • I am angry about the problem caused by BD, but as far as I know it's still the best AV suite out there, despite the perhaps irredeemable issue today. If there were a better AV suite I'd switch to it, but Kaspersky is too memory hungry and Norton just ######, so I'll still use BD, but I will expect some compensation for my inability to work today.


    You have got to be kidding me. I can agree about kaspersky. Norton has gotten better. There are plenty of other good suites out there. Just do some research and you'll find another happy home ;)