Kb - Troubleshooting Bitdefender Automatic Update. Options

[Rudi Bedy]

Troubleshooting the Internet connection

The update feature requires a working Internet connection and a proper configuration of the BitDefender update settings:

[*]Open the list of the virus engine update files.

Open Internet Explorer and download the list of the virus engine update files. If the page is unavailable, contact your Internet Service Provider (ISP) for troubleshooting the connection to our servers.


[*]Check the settings of the firewalls installed on the computer.

Consult the product documentation in order to allow livesrv.exe to connect to the Internet using the port 80.


[*]Check the BitDefender update location settings.

For more reliable and faster updates, in BitDefender 9 you can configure two update locations: a Primary update location and an Alternate update location.

If you are connected to a network using a local update server, change the update location to this server.

The default update location is http://upgrade.bitdefender.com. If the update location is incorrect, click the Default button or type in the preferred address.

Using the Default button will restore all the update settings to the default settings.


[*]Configure BitDefender to use a proxy.

If a proxy server is used to connect to the Internet, you must configure BitDefender to use this server. Check the browser configuration or contact the network administrator to find out the required settings.

Open BitDefender and click Update, then Settings. Select Use proxy and edit the settings:

• Proxy sets: Type in the IP or the name of the proxy server and the port BitDefender uses to connect to the proxy server. Syntax: name:port or ip:port.
• Proxy user: Type in a user name recognized by the proxy. Syntax: domain\user.
• Proxy password: Type in the valid password for the previously specified user.

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Troubleshooting the corrupted updates

With slow Internet connections, the BitDefender updates might get corrupted during the transfer. To troubleshoot this situation delete the corrupted update files.

In order to speed up the download, the update files are transferred in an archived format. Delete all the files with the extension .avxpnd, .tmppnd, .updpnd, or .gz, found in the following folders and their subfolders:

C:\Program Files\Softwin\

C:\Program Files\Common Files\Softwin\

C:\Windows\System\

C:\Windows\System32\

Asking for assistance

If the updates continue to fail [email=support@bitdefender.com" class="link10]contact[/email] the BitDefender support service. Before asking for assistance ensure you have available the following information and files:

[list]
[*]The files live.ini and livesrv.log stored in the folder:

C:\Program Files\Common Files\Softwin\BitDefender Update Service\


[*]The file events.xml stored in the folder:

C:\Program Files\Softwin\BitDefender10\


[*]The output of the following command (advanced): nslookup upgrade.bitdefender.com