Real Time Protection Failed...

Hello,

1. First please unplug the Internet cable from your computer or disable the Wireless adaptor 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 the created file HERE

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

10. Send me a PM (Private Message) with the download link.

[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

- attach it to this topic.

Make sure you mask the license key if that screenshot includes the Registration details.

Hi and thanks for the logs however I do need to see one more log.

Please follow the steps below and send us the result:

a) Please go to this page

http://technet.microsoft.com/en-us/sysinte...s/bb963902.aspx

and download the autoruns file.

Extract the contents of the downloaded file and run the 'autoruns.exe' file;

c) Wait for the list to be filled with all the processes and then make sure that you have the Everything tab selected in the upper part;

d) Click on the Disk icon right under File and chose any location folder on your computer;

e) Save the file with a specific name (your name, computer name, a random name, which one you want) and then just upload it as you did with SupportTool.

Looking forward to your answer!

Hi,

I was off Monday and Tuesday as being off duty. Gary was right, working on Saturday and Sunday so had the last two days off. Nevertheless please keep in mind that the average response time is 48 hours.

I have sent you the instructions on how to further investigate via email. Note that working with me and another engineer on the case can create issues as each of us can start troubleshooting the issue in a different way.

With all the respect however if you uninstall BitDefender right after the logs are created how do you wish us to investigate and find a resolution ? Allow me to quote from your email:

i have already reinstalled bit defence to create and submitted the second log to the technical advisor, then had to unistall bit defender and reinstall a free antivirus protection programme, i am still awaiting a reply back!

Please check your email for further instructions.

Hello Lorna,

Be kindly informed that the Real Time protection services and drivers were not correctly installed. Instructions on how to resolve the issue were sent to your Hotmail email address. Follow the steps and let me know if the issue was resolved.

Kind regards,