Problems With Bitdefender Internet Security 2011

airdenmark
airdenmark
edited October 2010 in Old topics

I post this at the forum now, as i haven't heard from support, although i've sent two enquiries.


When the time came to renew my license for BitDefender Internet Security 2010, i then decided to upgrade to the 2011 version instead.


First of all, i have had a good experience with the 2010 version, which i haven't had any problems with, but since installing the 2011 version, i've experienced a lot of annoying issues with this product.


First there was the issue with the notification of the renewal of the license, which was then corrected. Then something weird happens, as during startup, just before entering the desktop, there comes a black screen with the message that: "The antivirus installed are cleaning your system" -and i must say it have cleaned my system well, because now i don't have the ATI Control Center and the PowerIso symbols in the tray area anymore. Furthermore the SoundMax driver is apparently erased as well, as the icon in the tray area now have a red line over it and it says that no SoundMax driver is installed. My homepage in Internet Explorer is set to Google, but after this cleaning of my system, it keeps on changing it back to the empty page: about:blank. Then another peculiar thing is, that all the files now has there filename visible, as an ex. if you make a new text file, it now shows ".TXT".


I had to make a whole new fresh reinstall of my system, only to learn as soon as i installed BitDefender, it all happened again. So i can for sure say that it's an issue with BitDefender. I've runned different antivrus and spyware scans on a new clean system without finding anything.


I'm runing BitDefender in "Expert Mode", but BitDefender don't ask me of which programs i will allow through the firewall anymore or in fact since installing the 2011 version.


Now i've reinstalled Windows for the second time and i'm now running without any protection, as i don't want to install BitDefender before i can be assured these problems wont accour again. I'm sure i can have my money refunded, but i really want to continue using BitDefender, so i hope you can help me out with these problems.


System:


Windows 7 64-bit


Processor: Intel Core 2 Extreme X6800


Harddisk: 2 x 1TB Samsung SpinPoint F3 HD103SJ in RAID 0 + 1TB in Non RAID mode


Motherboard: ASUS P5Q Deluxe Motherboard


Graphic card: ASUS EAH5770 CuCore


RAM: 8GB in Dual Channel mode


Hope to hear from you soon...

Comments

  • airdenmark
    airdenmark

    Is there anyone from Support who maybe can reply to this?

  • Unknown
    Unknown

    Hello,


    I will assist you however I do believe that you should first check your PC for any possible threats. I have created you a ticket and escalated to my colleagues from the Malware team. Also I have sent you instructions on how to generate the logs we need to further investigate.


    Check your email associated with your forum account and send me back the logs for analysis. You will have the answer from my colleagues in the next 48 hours.


    As soon as we are sure that there is no infection in your PC we can start troubleshooting the issue.


    Also I will need the following information posted here:


    - the SoundMax driver version


    - are you using a standalone sound card or on-board on the motherboard ?


    - a screenshot of any error message you may receive related to BitDefender


    - any other information you find useful.


    Regards,


    Regards,

  • tester_bit
    tester_bit
    First there was the issue with the notification of the renewal of the license, which was then corrected. Then something weird happens, as during startup, just before entering the desktop, there comes a black screen with the message that: "The antivirus installed are cleaning your system" -and i must say it have cleaned my system well, because now i don't have the ATI Control Center and the PowerIso symbols in the tray area anymore. Furthermore the SoundMax driver is apparently erased as well, as the icon in the tray area now have a red line over it and it says that no SoundMax driver is installed. My homepage in Internet Explorer is set to Google, but after this cleaning of my system, it keeps on changing it back to the empty page: about:blank. Then another peculiar thing is, that all the files now has there filename visible, as an ex. if you make a new text file, it now shows ".TXT".


    It seems that you are facing with malware at evry fresh install from other partition(s). Try to clean them before a new install of OS or try a new install without them working and only with clean empty partitions in your system


    I'm runing BitDefender in "Expert Mode", but BitDefender don't ask me of which programs i will allow through the firewall anymore or in fact since installing the 2011 version.


    Even if you are running in Expert Mode you must set in Firewall>Settings>Protection Level to Report. I am using BDIS for long time and I never found at Expert Level this option set by default.


    Good Luck!

  • airdenmark
    airdenmark
    It seems that you are facing with malware at evry fresh install from other partition(s). Try to clean them before a new install of OS or try a new install without them working and only with clean empty partitions in your system


    Even if you are running in Expert Mode you must set in Firewall>Settings>Protection Level to Report. I am using BDIS for long time and I never found at Expert Level this option set by default.


    Good Luck!


    Thanks, but no thanks... I appreciate your thoughts on the subject... Who talks about Expert level set to default and so on? Sounds like you don't really understand.

  • airdenmark
    airdenmark

    Thanks for the reply. I appreciate it.


    Unfortunately it's maybe too late as i couldn't wait anymore, so i contacted customer service yesterday and asked for a refund of my money, which i got.


    As i wrote before, i've done several scans with online scanners, standalone antivirus scannner and with Anti-Malwarebytes without finding anything.


    On a whole new fresh install, all the problems occured as soon as i installed BitDefender 2011 by it erasing the PowerIso, ATI Control Center from the tray area and completly remove my SoundMax driver, set my homepage in Internet Explorer to about:blank and showing all the filenames (which is hidden by default) and the firewall not asking me which programs i would allow...


    -SoundMax driver version is: 6.10.2.6585 integrated in the motherboard.


    -I can't give any screenshots as it happens during startup, just before coming to the desktop, where the message comes on a black screen: (something like this) "The antivirus installed is cleaning your system"


    -I'm on my third fresh install of Windows and have runned it now for almost 2 weeks without installing BitDefender (-or any antivirus program for that matter, as i was awaiting a solution to the problems) and so far none of these problems have occured again. Therefore i can only conclude that appearently my system and BitDefender doesn't go hand in hand.


    Again i would like to say that i didn't had any problems at all with the 2010 version, but as soon as i upgraded to version 2011... you know the rest.


    I would very much like to continue using the 2011, but i need to be asured that it's compatible with my system.


    Although i have got my refund, i still want to continue troubleshooting, so i'm awaiting your e-mail.


    Thanks,

  • Unknown
    Unknown

    Hi again,


    As you did not have BitDefender installed anymore I can't actually troubleshoot the issue you encounter. Still I would like few additional information from you as follows:


    - a download link for the SoundMax driver


    - the Video card from ATI that you are using


    - the version of the ATI Catalyst Control Panel you currently have installed


    - a gmer scan log as explained below


    As you can not upload / attach any files in the topic please upload the files HERE then send me a PM with the download link.


    [how to GENERATE A GMER LOG]


    . Save the GMER tool (and then extract it if needed) to a location of your choice:


    RECOMMENDED: http://www.gmer.net/download.php


    alternative: http://www.bitdefender.com/files/KnowledgeBase/file/gmr.zip


    . Make sure you close all active applications and then run the tool;


    . Allow the tool a few moments to load up and perform the initial scan;


    . Click on the "Scan" button from the lower right side of the window; You will notice that the button will change to "Stop" indicating that the tool is creating the report;


    . When the scanning process is over the button will change back to "Scan";


    . Click on the "Save..." button and save the log to a location of your choice, naming it "gmerlog";


    Regards,

  • airdenmark
    airdenmark
    Hi again,


    As you did not have BitDefender installed anymore I can't actually troubleshoot the issue you encounter. Still I would like few additional information from you as follows:


    - a download link for the SoundMax driver


    - the Video card from ATI that you are using


    - the version of the ATI Catalyst Control Panel you currently have installed


    - a gmer scan log as explained below


    As you can not upload / attach any files in the topic please upload the files HERE then send me a PM with the download link.


    [how to GENERATE A GMER LOG]


    . Save the GMER tool (and then extract it if needed) to a location of your choice:


    RECOMMENDED: http://www.gmer.net/download.php


    alternative: http://www.bitdefender.com/files/KnowledgeBase/file/gmr.zip


    . Make sure you close all active applications and then run the tool;


    . Allow the tool a few moments to load up and perform the initial scan;


    . Click on the "Scan" button from the lower right side of the window; You will notice that the button will change to "Stop" indicating that the tool is creating the report;


    . When the scanning process is over the button will change back to "Scan";


    . Click on the "Save..." button and save the log to a location of your choice, naming it "gmerlog";


    Regards,


    Hi again,


    -The SoundMax driver can be downloaded via ASUS Support site, choosing: AUDIO SoundMax driver


    -As mentioned in my first post. The video card is ASUS EAH5770 CuCore/2DI/1GD5/ (or ATI Radeon HD5770)


    -The version of ATI Catalyst Control Center is the very latest..., version 2010.0825.2146.37182.


    -The gmerlog file is empty and doesn't show anything, so if you want i can send you an empty txt. file


    Regards,

  • Unknown
    Unknown

    Thanks for the info. I'll check the drivers and provide you with an answer as soon as possible. Regarding the GMER log please save the gmer EXE file again, then open it. Click on Scan, wait to finish then save the log again.

  • airdenmark
    airdenmark

    Hi,


    Still the same result with GMER tool... It says: "GMER hasn't found any system modification"


    I've runned several scans before and after previous installs and present install, with numerous different tools, online antivirus programs, antispyware programs etc... etc... etc... So i honestly don't think i have any infections.


    The problems i have experienced is not caused by spyware, viruses, rootkits etc.., unless BitDefender is considered to be one of those. I'm sorry to say it, but these problems occur only after installing BitDefender Internet Security 2011.

  • Unknown
    Unknown
    edited October 2010

    Hello,


    If it's OK with you I would like to assist you in installing the BitDefender 2011 so we can troubleshoot the issue on the spot.


    Considering the above please reply with the requested info via email. Your ticket ID is: 201010091002582


    Regards,

  • airdenmark
    airdenmark

    Hi there,


    I have replied via email

  • Unknown
    Unknown

    Hi,


    Got the reply and thanks for the feedback. Thank you!


    Topic closed.


    Regards,

This discussion has been closed.

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