Bitdefender 2011 Internet Security Doesn't Start Every Time

Hi,


I have installed Bitdefender 2011 Internet Security. Everything works fine...when it works.


After restarting Win7 Ultimate (x64), one in two times, BD icon stays grey and if I dbl click on it, it says that no account created and 0 days of expiration time...no services running


However, if I restart the PC, it may work OK.


Here is a picture


BITDEFENDER%20ERROR.jpg


Thanks


Val

Comments

  • Unknown
    edited August 2010

    Hi Val,


    Please provide me with a screenshot of the Registration tab.


    Regards,

  • Hi Val,


    Please provide me with a screenshot of the Registration tab.


    Regards,


    Here are the screenshots:


    1. The Registration tab when BD works fine


    registr1.jpg


    2. After restarting, the Registration tab when BD doesn't work:


    registr2.jpg


    3. After a few seconds with the Registration tab open I get this message:


    registr3.jpg


    Thanks,

  • Hello,


    In order to troubleshoot the issue you are encountering we would like you to follow the steps below:


    1. First please unplug the internet cable from your computer or disable the Wireless adapter if you are using one


    2. Click on Start and then choose My Computer/Computer.


    3. Browse to:


    C:\Program Files\BitDefender\BitDefender 2011


    - considering that BitDefender was installed on the default C partition


    4. Double-click on the supporttool.exe file - if you are using Vista or Windows 7, right-click on the supporttool application file and select Run as Administrator


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


    6. A file will be created on your desktop. Please move it to a location of your choice (i.e. move it on your c:\ drive)


    7. Reconnect your internet cable (only after you have moved the file to the new location)


    8. Upload HERE the created file.


    9. Include a detailed description of the issue you are encountering.


    We will analyze the information you sent and then reply via email with a possible solution.

  • Hello,


    In order to troubleshoot the issue you are encountering we would like you to follow the steps below:


    1. First please unplug the internet cable from your computer or disable the Wireless adapter if you are using one


    2. Click on Start and then choose My Computer/Computer.


    3. Browse to:


    C:\Program Files\BitDefender\BitDefender 2011


    - considering that BitDefender was installed on the default C partition


    4. Double-click on the supporttool.exe file - if you are using Vista or Windows 7, right-click on the supporttool application file and select Run as Administrator


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


    6. A file will be created on your desktop. Please move it to a location of your choice (i.e. move it on your c:\ drive)


    7. Reconnect your internet cable (only after you have moved the file to the new location)


    8. Upload HERE the created file.


    9. Include a detailed description of the issue you are encountering.


    We will analyze the information you sent and then reply via email with a possible solution.


    DONE


    I did the procedure as BD was in a faulty state.


    I hope you'll find the bug.


    Regards,


    Val

  • To present you the exact behavior, if the BD works fine, next time I restart it BD will not work. And if it is not working after restart it will work... This behavior is constant!


    Regards,


    Val

  • I have sent the file download link to support@bitdefender.com


    If you need the link to to be sent to another email, let me know the new email.


    Val

  • Hello,


    When you get the message from the screenshot (No account created) please open Task Manager and check to see if the following two processes are loaded:


    - vsserv.exe


    - seccenter.exe


    - bdagent.exe


    Last but not least please provide me with the email you used to send the log files to us so I can start the analysis.


    Regards,

  • Hello,


    When you get the message from the screenshot (No account created) please open Task Manager and check to see if the following two processes are loaded:


    - vsserv.exe


    - seccenter.exe


    - bdagent.exe


    Last but not least please provide me with the email you used to send the log files to us so I can start the analysis.


    Regards,


    I've sent you the file using the following email: vpartenie[at]gmail.com

  • There is no new ticket from email:vpartenie@gmail.com


    Please upload the log file HERE then send me a PM with the download link along with the information requested in the previous post.


    Regards,

  • Hello,


    I have received the file, thank you. Please check your email for additional information.


    Regards,