Services Not Responding... Product Never Works

Bitdefender's Processes Never Respond The Grey Icon Shows... Im Using Windows 7 X64

Confirming the same issue for Bitdefender Internet Security 2011 32 bit. I'm running it on a Windows 7 32-bit laptop and it's worrisome.

Just bought it yesterday, installed it and its fine. Turned off computer and I went away. Turned computer back on, booted windows and its now saying it cant connect to the BitDefender service. Help. Windows 7 x64 pro.

Hi Mazzy2u,

Please follow the steps HERE and send me the download link via PM (private message) so we can further investigate.

Regards,

I sent a PM but I am not sure if you got it.

Hi i've been using bitdefender from past 3 years and i saw 2011 i uninstalled 2010 and reinstalled 2011 and guess what? ... its terrible... i don't know what to say... it has hardly worked... always the services are not available and the icon is grayed... I've attached the screen shot...

please do some thing...

Hey whats happening? no response... this is the third day am using computer without security!!!

Services are still not available and the icon is still grayed...

please do something...

DanyDan i tried to submit the file however the file just never actually uploads the page just refreshes

Problem has persisted through BDIS 2010 and BDIS 2011 upgrade. I've followed all steps requested (i.e. start in safe mode, run diagnostic, send files, etc. ad nausem). While I usually LOVE to spend all of this time for a service that is paid for, today I'm not feeling the love. I googled the phrase Bitdefender services unavailable and see that you've been experiencing this problem since at least Nov. of 2009. What's the deal? I'm going to uninstall bdis - its doing me no good, and costing me many hours of productivity. Fortunately I did not pay for this, it was bundled with my new computer - so I don't need a refund. But, I am contacting Sandia Computers, Albuquerque, NM to let them know that their reputation is being sullied by BitDefender. No, I'm not going to post all of my info here, you (at BDIS) have received it numerous times in the past few weeks already.

See ya, wouldn't want to be ya!

Hey i uninstalled BD2010 completely and also deleted the files and folders by searching for them!!! i restarted the computer and then installed BD 2011...

Anyways i'll mail you the files that you need.

Hi,

Labyrinth: Have you received my email at your email xxx@@bethere.co.uk ? Your ticket ID is 201008201015172. Please generate the requested log files and send me the file as a reply to my email.

Neo: I have also created a ticket in response to your query. Check your RocketMail email and send me the requested log files. Also please look at the scan and tell me if the scanning process is always giving that error on the same file. If not, try to reproduce the steps you take until that error occurs.

I do believe that you haven't made the upgrade correctly and there are still files left from the previous installation of the 2010 version that prevent the 2011 from running correctly.

Regards,

I still haven't received the email yet.

OK, this is getting annoying. I have NOT received my email, IT STILL DOESN'T WORK. Any idea if and when you will provide a solution for this? I think I am entitled to some customer service. This is the first BD product I have used and if this is the best you can come up with, I want a refund.

Hey I have attached the result of supporttool.exe... please do something

its very difficult for me to use computer online without any security...

and no one can understand this batter than you...

Hey i uninstalled BD2010 completely and also deleted the files and folders by searching for them!!! i restarted the computer and then installed BD 2011...

Anyways i'll mail you the files that you need.

and by the way this is another error msg!!!

this was soon after the system started.

Hey Dan.... which mail???

i got the mail and i even sent the reply the tool and I've mentioned it on the forum...

now am waiting for you to analyze it and reply back to me ASAP...

Hi Neo,

If you still haven't received the email - have sent it three times - means that your ISP is blocking it. Follow the steps below, upload the results and send me a download link via PM.

Stevenomes: The reason why I do not post possible resolution is due to the fact that most of the users are not reading the issue and all the posted comments, they rush into trying any possible resolution they could find. That is leaving me with very few options into analyzing and finding a resolution to the issue. Furthermore in most of the cases (I would say more than 75%) the Services are not responding issue is due to one or even more security solutions installed on the same computer.

Even with the risk of repeating myself, having two or more security solutions installed on the same computer may results in having all these solutions not working properly, including BitDefender.

The Support Tool is the first step in starting the analysis on a case and the SOP (standard operating procedure).

We had several reports of 'Services are not responding' issue however, so far, all of them were resolved with a computer clean-up and a correct reinstall of BitDefender.

Hello,

I am using bitdefender for last 3-4 years. recently I uninstalled my bitdefender ts2010 and installed Bitdefender 2011 Total security(http://download.bitdefender.com/windows/desktop/total_security/final/en/x64/) in my system(win-7,64bit). After installation no services of bitdefender is not working.....Antivirus,Antifishing,firewall etc...only update is working fine.But I also not being able to activate the pdt as it says no internet connection is detected, though it is updating in regular interval.

when I tried to enable firewall manually it gives error message: "failed to communicate with bitdefender security service".In expert view in general/dashboard under security status section it is showing that "status unavailable (all security status alerts are disabled!)".

It is a black icon now nothing works. I didnt face such a horrible condition with bitdefender before.

please give me some solution. I have followed the procedure mentioned by you and have executed support tools and sending the file obtained to you. please confirm it wheather you recieved the PM or not.

I also have attached few screenshots please check.

Anirban

game mode is turned off.....it is not for game mode I think.

you can check the screenshot attached herewith.

still no reply from bitdefender professionals, it is frustrating. so please take care of the issue.

thanking you.

Hello,

Sorry for my late response, it was my birthday on Friday and I was off for 2 days The issue you encounter was escalated and now resolved with an earlier product update. Please repair BitDefender then update it and the issue should be resolved.

To repair BitDefender follow the steps below:

- Click on the Start menu button

- Go to All Programs -> BitDefender 2011 -> Repair or Remove

- Choose the option 'Repair'

- Follow the on-screen instructions and restart the computer each time you are requested to.

If you need any further assistance please let me know!

Regards,

First of all thanks for your reply.

I tried to do repair it (control panel/bitdefender/repair or remove). it is telling that 'the installer has nsufficient privileges to modify this file: .....'. I have attached a screen shot containing that message. I have tried it several times but failed. please help.

Dan,

I did everything in this step and the response I received back was just plain ignorant. Here is my support ticket #201008301014511. I also sent you a private message with the ticket # as well. Support told me to uninstall and reinstall 2011 which is just not going to work. I have also included the screen shots of the problems.

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 your Wireless Adapter, if you are connected to a wireless network.

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. Check the box to "Agree and allow BitDefender to gather related information from your computer" and click on the Next button

6. In the next window enter your email address, select the problem type and enter a description of the issue you encounter

7. Check the box next to "Try to reproduce the problem before submitting" and hit the Next button

8. Choose the issue type and again hit Next

9. When asking to enable additional logging (a pop-up message will appear when you click on the Next button at step 8) please save all open Documents and hit the Yes button to restart the PC

10. After the restart, a new window will pop-up where you will be asked to reproduce the issue you encounter. If you have already done that please check the box next to "I have reproduced the issue" and hit the Next button

11. Wait for the tool to generate the logs then click on Finish. You will be asked to restart the PC again to disable the logging options of BitDefender.

12. After restart look on your Desktop for the created SupportTool file. Please move it to a location of your choice (i.e. move it on your c:\ drive)

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

14. Send us in reply to this email the file created.

15. Include a detailed description of the issue you are encountering and a screenshot of the error message, if there is one.

[How to CAPTURE A SCREENSHOT]

- When the error message is on your screen press the "PrintScreen" key on your keyboard ("PrintScreen" is located at the top of the keyboard, at right; At this step we can not see anything, as the picture is copied into Windows's clipboard);

- Open a graphic editing application (We recommend using the standard Paint program, that comes with every Windows installation from Start > Programs > Accessories > Paint);

- Paste the picture in a new Paint document (using Edit > Paste);

- Save the file in JPEG format (as BMP format is too big to send by e-mail) and attach it to the reply to this email.

We will analyze the information you sent and then reply with a possible solution in the shortest time.

Regards,

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 your Wireless Adapter, if you are connected to a wireless network.

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. Check the box to "Agree and allow BitDefender to gather related information from your computer" and click on the Next button

6. In the next window enter your email address, select the problem type and enter a description of the issue you encounter

7. Check the box next to "Try to reproduce the problem before submitting" and hit the Next button

8. Choose the issue type and again hit Next

9. When asking to enable additional logging (a pop-up message will appear when you click on the Next button at step 8) please save all open Documents and hit the Yes button to restart the PC

10. After the restart, a new window will pop-up where you will be asked to reproduce the issue you encounter. If you have already done that please check the box next to "I have reproduced the issue" and hit the Next button

11. Wait for the tool to generate the logs then click on Finish. You will be asked to restart the PC again to disable the logging options of BitDefender.

12. After restart look on your Desktop for the created SupportTool file. Please move it to a location of your choice (i.e. move it on your c:\ drive)

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

14. Send us in reply to this email the file created.

15. Include a detailed description of the issue you are encountering and a screenshot of the error message, if there is one.

[How to CAPTURE A SCREENSHOT]

- When the error message is on your screen press the "PrintScreen" key on your keyboard ("PrintScreen" is located at the top of the keyboard, at right; At this step we can not see anything, as the picture is copied into Windows's clipboard);

- Open a graphic editing application (We recommend using the standard Paint program, that comes with every Windows installation from Start > Programs > Accessories > Paint);

- Paste the picture in a new Paint document (using Edit > Paste);

- Save the file in JPEG format (as BMP format is too big to send by e-mail) and attach it to the reply to this email.

We will analyze the information you sent and then reply with a possible solution in the shortest time.

Regards,

HELLO DAN,

I HAD ALREADY FOLLOWED THESE STEPS AND SENT A PM TO YOU.

AGAIN I FOLLOWED THE STEPS AND THE RESULT OBTAINED IS UPLOADED IN http://www.sendspace.com/file/ics44y

THE SCREEN SHOTS ARE UPLOADED IN MY PREVIOUS 2 POST IN THE SAME THREAD.http://forum.bitdefender.com/index.php?showtopic=20581&view=findpost&p=90334 & http://forum.bitdefender.com/index.php?sho...ost&p=90334.

eagerly waiting for your reply.

Hey Dan thanks for your reply... sorry that i could not get back to you with feed back as i was on emergency leave for a week...

i uninstalled Windows family and safety stuff and re-installed bitdefender too and thank God its WORKING...

BUT....

A now its showing a new problem "Real-time Protection is Disabled"....

and it suggests me to fix it... when i click fix it says "failed" am attaching the screen shot....

I've restarted the system I've updated it and no success...

Dan do something....

the REAL TIME PROTECTION IS DISABLE!!!

Another problem is the update every day it downloads in excess of 100MB as update... i don't understand this...

whats happening... everyday more than 100MB of updates!!! i don't thing it is necessary unless and until you bring in major changes to your product everyday!!!

Daniel,

I have had over the past several weeks over 20 occasions (according to my Event history) where the vsserve.exe failed to respond. I have sent at least 2 support tool data files to your support and have had a couple of emails back asking for further info, but have heard nothing further. I am now getting this problem several times a day which is frustrating.

On top of this problem I am also experiencing an issue where BD is preventing Windows from loading. It sits on the welcome splash page for up to 30 mins. Yesterday I had to reboot at least 12 times before I found the cause of the problem. By running msconfig on selective startup and by a process of elimination I found that it is BD that was the problem. (This has been raised in another message)

Until both above issues can be resolved I have uninstalled BD 2011 and tried to re-install BD 2010 only to find that my original key is invalid and the replacement key will not work. If you recall I had an issue over file vault missing in BDIS 2011 so you kindly provided a solution with the upgrade key. Now I have to use Windows Firewall and Essentials until you can either re-validate my original key or preferably get BDTS 2011 to function correctly and reliably.

Russell

I'd like to toss in my own monkey wrench in the works problem.

I was advised to upgrade to 2011 because I had this problem on 2010 Well it's followed. I did a couple of the basics already a repair and a complete uninstall/reinstall. No luck. I usually get several errors messages 2 of which I have screen shots of.

1. I get an error that my license key is invalid that usually corrects itself when I just hit finish on the error page to enter a key. Sometimes though it won't show up till a reboot. Just took a screen shot of the current error. Yesterday I had a valid license with about 581 days left.

2. The vsserv.exe crashes.

Most of the time though I don't even get an error message I just look down and my icon has turned gray and the notice message of Services are not responding.

I have the a zip file i can provide from the supporttools.exe instructions but it won't let me upload it. So where should that be sent?

Thanks for any help yall can offer.