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Update Problem

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ehsanbh
ehsanbh
in Bitdefender 2010 products

I'm using winxp sp3. My BitdefenderTS2010 always fail updating a 69k file.What is this 69k file and how can I solve the problem? :huh:


post-33893-1273400078_thumb.jpg

Comments

  • cocotorino
    cocotorino
    Options

    I have the same problem in Windows 7 x64.

  • Lionet
    Lionet
    Options
    I'm using winxp sp3. My BitdefenderTS2010 always fail updating a 69k file.What is this 69k file and how can I solve the problem? :huh:


    Hi ehsanbh and Cocotorino,


    Did you alreadly check posts on the subject?


    Maybe you could find the answer in one of them.


    There are many reasons we could be prevented from updating BD.


    You write "all the time". What happened before? Did it work? When? When did you install it?


    Please give more details on your system, it will help BD people and helpers.


    Do your internet line is fine? can you use an antispyware software? another program update (Ccleaner or either?) or are you unable to get to internet.


    :huh:


    My personal problem was the use of proxies when I forgot to activate them.


    Do you use proxies?


    If you do, we have to enable proxies both in BD and IE (or Firefox) (so it works) or to deactivate them in BD and IE or firefox.


    Both run well, but in the same function, activate or not. :)


    Besides, you do not have the same system and maybe BD TS have a big bug too...


    (I have Windows XP Home, and BDIS2010 - not TS)


    The software is different maybe. :huh:


    Good luck, but check first in the database.


    :)


    L.

  • ehsanbh
    ehsanbh
    edited May 2010
    Options

    My Internet line work fine.I have no problem with proxies.Windows update and other programs update are working very fine.


    System info : winxp sp3,cpu AMD Athlon 64 x2 dual core processor 4000+, 2G ram


    I think the problem related to BitdefenderTS2010 itself.Just look at the picture uploaded below,the update can be done only when I select signatures update.It"s Obvious when I select Both of them update will fail.


    Just tell me what is this 69k file(product update)?

    post-33893-1273413806_thumb.jpg

  • alexcrist
    alexcrist ✭
    edited May 2010
    Options

    Hello ehsanbh,


    Please try the update (set to notify you before download) and, when the update list appears, select only the Product update (deselect the other one) and then press on Details. You should see a list of files contained in that update. Please post here the list (or a screenshot of it).


    Also, please post the complete BitDefender version and build number (right click on the BitDefender system tray icon and select About).


    @cocotorino: Please follow the same steps.


    Cris.

  • ehsanbh
    ehsanbh
    edited May 2010
    Options

    Hello CRIS ^_^


    As you want I prepare these 3 pic:


    Bitdefender Total security 2010 Build 13.0.20.347

    post-33893-1273421061_thumb.jpg

    post-33893-1273421104_thumb.jpg

    post-33893-1273421171_thumb.jpg

  • GMJim
    GMJim
    Options

    I have the same problem Win 7/64 Pro FRESH install and fresh BD 2010. Auto update seems to work fine (not sure???) but if I click on the update button manually it says downloading/updating 69kb file but it doesn't down load it. This repeats itself four times then I get a failed update notification. If I click the update button again sometimes it says it's trying to download a 327kb update??

  • ehsanbh
    ehsanbh
    Options
    I have the same problem Win 7/64 Pro FRESH install and fresh BD 2010. Auto update seems to work fine (not sure???) but if I click on the update button manually it says downloading/updating 69kb file but it doesn't down load it. This repeats itself four times then I get a failed update notification. If I click the update button again sometimes it says it's trying to download a 327kb update??


    I think we have same problem.

  • alexcrist
    alexcrist ✭
    Options

    Hello all,


    If you all have the same update files that cannot be downloaded, then I can assure you that those files are non-critical and they do not affect BitDefender functionalities. They seem to be some new added media files.


    However, I do not know exactly why they can't be downloaded on your systems. I will try to find out some details about these files and post back when I have some info. In the meantime, rest assured that BitDefender should work just fine without those files.


    I'll post back as soon as I have more info.


    Cris.

  • deep blue
    deep blue
    Options

    ok...a little investigating here reveals that the folder "c:\program files\bitdefender 2010\NAG" has gives an access denied error when attempting an explorer browse of it's files. If this is the intended download location of those media files, I suspect that would be the source of the error. Now, i have attempted to grant myself permissions on this folder as administrator to no avail, but before i go further with this, I would appreciate input from moderator Cris on this issue.

  • deep blue
    deep blue
    Options
    ok...a little investigating here reveals that the folder "c:\program files\bitdefender 2010\NAG" has gives an access denied error when attempting an explorer browse of it's files. If this is the intended download location of those media files, I suspect that would be the source of the error. Now, i have attempted to grant myself permissions on this folder as administrator to no avail, but before i go further with this, I would appreciate input from moderator Cris on this issue.


    ....update: I decided to get permissions on the NAG folder regardless of whether it matters or not (I don't like not being able to browse folders on my comp under ANY circumstance) So after an F8 reboot to safe mode, a quick permissions reset on c:\program files\bitdefender\bitdefender 2010\NAG and back to normal OS, lo and behold the 69KB downloaded and installed. These files were quite useless indeed...just the registration warning HTML and related graphics, and i don't know why that one particular folder had such restrictions...it's not like Coke's secret formula was in there. Anyway, problem solved for now at least.

  • ehsanbh
    ehsanbh
    Options
    ....update: I decided to get permissions on the NAG folder regardless of whether it matters or not (I don't like not being able to browse folders on my comp under ANY circumstance) So after an F8 reboot to safe mode, a quick permissions reset on c:\program files\bitdefender\bitdefender 2010\NAG and back to normal OS, lo and behold the 69KB downloaded and installed. These files were quite useless indeed...just the registration warning HTML and related graphics, and i don't know why that one particular folder had such restrictions...it's not like Coke's secret formula was in there. Anyway, problem solved for now at least.


    Thanks for the sharing of your efforts. ;)

  • ehsanbh
    ehsanbh
    Options

    Problem solved.no more error no more update fail.silent & manual update working fine now.


    Thank you <img class=" />deep blue

  • alexcrist
    alexcrist ✭
    Options

    Thank you for the hint, deep blue.


    I have no idea what could have happened on your systems that you ended up without any rights for those folders. Normally, it shouldn't be like that. Those folders should have normal permissions (of course, they are protected by BitDefender SelfProtect, against file modifications, but other than that, the NTFS rights should be normal).


    As a remark, that update worked just fine on my system, and also I haven't seen complaints in other locations. Something definitely must have happened, and if it happens again, please post.


    Anyone who has this problem, try deep blue's suggestion. If the problem persists, feel free to post.


    Cris.

  • GMJim
    GMJim
    Options

    deep blue


    Thanks for the effort. Can this folder's permission not be allowed in normal windows? If not I guess I'll have to do the F8 thing.


    Jim

  • alexcrist
    alexcrist ✭
    Options

    Jim, this kind of changes must be made only in SafeMode, because in normal boot BD SelfProtect prevents you to.


    Just out of curiosity, could you post exactly what set of permissions are now (or were, if you already changed them) on that folder?


    Cris.

  • GMJim
    GMJim
    Options
    Jim, this kind of changes must be made only in SafeMode, because in normal boot BD SelfProtect prevents you to.


    Just out of curiosity, could you post exactly what set of permissions are now (or were, if you already changed them) on that folder?


    Cris.


    Cris


    I have not gone to safe mode to do this yet however I am now having the same problem with a 3696kb file!

  • GMJim
    GMJim
    Options
    Cris


    I have not gone to safe mode to do this yet however I am now having the same problem with a 3696kb file!


    Cris or deep blue


    Would you mind helping me fix my permission on this folder? When I get to the permission settings it isn't clear what I should do. Right now all that seems to be set is Write (check marked).


    Thanks

  • GMJim
    GMJim
    Options

    Do I click full control for system, Administrators or both?


    Thanks


    Jim

  • deep blue
    deep blue
    Options
    Do I click full control for system, Administrators or both?


    Thanks


    Jim


    Allow full control for both....additionally there should be a CREATOR OWNER with "special permissions" granted....As I recall, this group was not present prior to the safe mode modifications, but showed up after the permissions reset.

  • GMJim
    GMJim
    Options
    Allow full control for both....additionally there should be a CREATOR OWNER with "special permissions" granted....As I recall, this group was not present prior to the safe mode modifications, but showed up after the permissions reset.


    deep blue


    Thanks. I appreciate the help.


    Jim

  • alexcrist
    alexcrist ✭
    edited May 2010
    Options

    Jim, please post exactly what operating system you have and what are the current permissions settings (some screenshots would be perfect).

  • GMJim
    GMJim
    edited May 2010
    Options

    cris


    I'm using Windows 7 64 bit OEM Professional. The NAG file security tab was checked for write only in Administrator and System. I can't seem to be able to post a screen shot??


    Jim

  • alexcrist
    alexcrist ✭
    Options

    You are able to attach screenshots in JPG format. You are not allowed to attach BMP files as they are too big and unsuitable as forum attachments.


    Cris.

  • GMJim
    GMJim
    Options
    You are able to attach screenshots in JPG format. You are not allowed to attach BMP files as they are too big and unsuitable as forum attachments.


    Cris.


    Reset the security settings in the NAG folder and all is well now. Thanks deep blue.

  • jimrogers1212
    jimrogers1212
    Options
    ....update: I decided to get permissions on the NAG folder regardless of whether it matters or not (I don't like not being able to browse folders on my comp under ANY circumstance) So after an F8 reboot to safe mode, a quick permissions reset on c:\program files\bitdefender\bitdefender 2010\NAG and back to normal OS, lo and behold the 69KB downloaded and installed. These files were quite useless indeed...just the registration warning HTML and related graphics, and i don't know why that one particular folder had such restrictions...it's not like Coke's secret formula was in there. Anyway, problem solved for now at least.


    Thanks Deep Blue, worked like a charm, good find . . .

  • Unknown
    Unknown
    Options

    Hello everyone,


    Glad to see that the resolution proposed and provided by Deep Blue solved the issue. If you have any further queries feel free to contact Us anytime!


    Thanks Deep Blue for your support!


    Best regards,

  • mos33
    mos33
    Options

    the NAG folder is now accessible but the same problem, the updates reaches a certain stage and stop.


    Any one have any idea?!

  • Unknown
    Unknown
    Options

    Hello mos33,


    In order to solve the issue you are encountering we would need the following information from your PC:


    1. Go to Start -> Run


    2. Type cmd and hit Enter


    3. Type


    cd %programfiles%/bitdefender/bitdefender 2010


    and hit Enter


    4. Type


    supporttool.exe /livesrvtrace on


    and hit Enter


    5. A popup should appear asking you to reboot the PC. Reboot the PC. IF not asked to restart the PC please do so on your own.


    6. Open BitDefender and reproduce the issue a couple of times.


    7. Download the file BDUpgradelog.bat from here


    http://www.bitdefender.com/files/Knowledge...DupgradeLog.bat


    8. Run the file BDUpgradelog.bat.


    9. Go to http://www.bitdefender.com/site/KnowledgeBase/consumer/#389


    10. Run the tools from the above article and save the reports on your desktop.


    11. Send us the reports, the results of the BDUpgradelog.bat and the livesrv.log.


    The livesrv.log file is found here:


    C:\Documents and Settings\All Users\Application Data\BitDefender\DTrace - for Windows XP


    C:\ProgramData\BitDefender\DTrace - for Windows Vista and Windows 7


    If you cannot find the above locations you will need to display hidden files and folders from Tools->Folder Options->View Tab-> Show Hidden Files and Folders.


    When you have the requested log files please upload them HERE or send us an email and then PM me with the ticket ID you received with the automatic response.


    Regards,

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