Bad Update Or....? - Solution Here: Http://forum.bitdefender.com/index.php?showtopic=18789, title edit Options

[The Beast]

I've been reading this thread for the past few hours. I was lucky enough to work on my PC when it started screaming about this new "Trojan", and I was able to stop the real-time scanning before it did any real damage. Only two dll's were quarantined and Windows restored them by itself.

For the not-so-lucky ones, panicing is now the best choice right now. Your files are NOT lost, even if you can't boot your system. The worst choice would be to reformat your entire system, as you would lose your files this way. Please be patient until BD resease a patch. If they don't, you should call an expert to reinstall your system, AFTER they back-up your files from the affected computer (unless you are skilled enough to do it yourselves).

I've been using BitDefender for five-six years now and never had a problem such as this. Yes, it is a MAJOR screw-up, but I for one won't stop using it. It saved me severeal times from infections that other antiviruses (such as NOD32 or AVG) didn't even detect.

P.S.: Before you throw any rocks at me, I'm not working for BitDefender nor have any interests or relationships with any of their staff. However, I've been around computers for about 15 years, as a programmer, done my share of reinstalls and fixes on my own computer or on friends computers, so try to listen to what I said. I know it is hard, but the best choice right now if you're now skilled with computers is to DO NOTHING. DON'T REFORMAT YOUR DRIVE, DON'T TRY TO FIX THE SYSTEM ANY OTHER WAY, BUT WAIT FOR THE PATCH.

[Phrea]

Vista 64 / BD TS 2010.
Don't know the precise version of my BD TS, because, obviously, it isn't working at this point.

Update:
Vista 64bits and up to date
BD TS 2010 version 13.0.19
Engine version 7.30848

[luckily for me, I solved my problem, and it's up and running again]

Devvers: remember, check your work twice !

This post has been edited by Phrea: Mar 20 2010, 11:33 PM

[Chimel]

At last, Trojan.FakeAlert.5 is mentioned in the Press Center section of http://www.bitdefender.com/:

Trojan.FakeAlert.5 Update issue

We apologize for the issues that you are experiencing on behalf of the BitDefender update released today for Windows 64-bit systems.

The faulty update has been removed and we are quickly working on a fix for the issues experienced by the users that downloaded this update.Here is some background information on this problem:

Today (morning PST) we had an update for 64-bit systems (available on our servers between 8 AM and 11 30 AM PST) that caused multiple Windows and BitDefender files to be quarantined. We are creating a patch that will restore all quarantined files. The patch will be available shortly. We apologize for this error and we will work to prevent this from occurring again in the future.

[Cristi Raducu]

There we go for me.
around 7 hours fixing this complete **** up from bit defender.
Ive lost files. because you guys quarentined a file which then corrupted my Boot.ini and then ultimatly, ###### up my entire boot up and therefore. corrupted a annual report for my company. are you going to compensate. dear god, i hope so.


Please. Assist us.
I wont be using BD again for this lack of care.

We are sorry for this situation and we are doing our best to fix it.
In your case a Startup Repair is necessary to restore the Boot.ini file.
For this you need to use your Windows disc.Full instructions are available at:

http://windows.microsoft.com/en-US/windows...ns-in-Windows-7
http://support.microsoft.com/kb/306084

Cristi

[sfd]

Listen people - I know there are a lot of newbies on here and they are lost as to how to "fix" this. There are some things you need to realise NOW!

I have now sorted mine! Im a very experienced user and virtually the same second I seen this "alert", I switched off my anitvirus, Restored 5 files that it quarantined and waited for the update - I WAS LUCKY. Just experience I guess.

If YOU weren't as lucky and bitdefender is no longer working for you, no longer accessible or otherwise out of your reach - you need to realise something.......

BITDEFENDER PEOPLE CANNOT FIX YOUR WINDOWS!!!!!

The people at Bitdefender ARE NOT capable (or in ANY position) to fix your windows installation! You need to realise this now! There WILL NOT be a fix FROM Bitdefender for your windows installation. THEY CAN ONLY CORRECT THEIR INITIAL MISTAKE on their OWN program. They have admitted this already by posting their "solution"

You have to either restore your windows by using a restore point.
Re-install Windows from a back up (if you are lucky enough to have MADE YOUR OWN backup using your own backup software)
repair windows by running the repair console on boot up (by booting from your windows install disc)
Get someone who "knows how" to come round and do it for you etc.

Listen people - these are solutions to ANY messed up windows system. Their solution is the solution to ANY MAJOR problem that windows comes up against. They have seriously messed up here and there will be no FIX, No PATCH or anything else FROM Bitdefender to "fix" your now FUNKED windows installation.

You need to start looking into re-installing/repairing windows in the usual ways you have to whenever windows is this messed up.
You might have to get someone to help you with this (this WONT be bitdefender)
You then need to get back up running, get yourself another AV program and then start to focus your anger on these complete idiots!

Refunds? Compensation? I dunno - I can see that everyone has there own story. My own girlfriend rebooted mid bullshit and is currently re-installing windows. No restore point for her either *sigh* - GONE!

Anyway - LEAVE here!! You are wasting energy and time! Bitdefender CANNOT help your now funked windows installation. Go research if you need to, repair your windows and then come back here and give these idiots ######!

Im only posting this coz I see so many on here now hopelessly waiting for bitdefender to make everything all right again - It's NOT coming people. Go try sort yourselves out!
Good Luck to all!
Bitdefender is finished as a company now! They deserve nothing less.

So right. Bitdefender can only fix their program, they can't fix Windows. And each PC with the problem will have to be visted by a tech for the non-tech users out there. Even a restore from a restore point is WAY to complicated for many PC users.

I just read a post from a someone at a small computer consulting company that tends PCs at small businesses. He has about 150 PCs at several clients that are running 64bit Windows and Bitdefender. He's gonna be a busy guy. And there will be lots of very angry people when they show up to work Monday morning and find their PCs toast.

Most large corporations run business or corporate versions of AV and deploy updates only after testing them. It'll be felt in many small businesses that generally install consumer Virus Scan and set it to update automatically.

[naquadax]

Hello Daktari,

For this situation you need to repair BitDefender.
Go to Start->All Programs ->BitDefender 2010-> Repair or Remove.
During this process the quarantined files won't be removed.

Cristi.

I repaired my Bitdefender, I don't know if I did something wrong but my quarantined files were deleted during the process. Fortunately, I had kept a copy of the Quarantine folder.
After the repair, my computer rebooted, then I disconnected my network cable, applied the weekly.exe update file, rebooted again.
I put back my copy of the Quarantine folder in ProgramData\Bitdefender\Desktop then rebooted.
After all these steps, I was able to open the quarantine tab in the Bitdefender gui and restore my files (~700 files).

For the moment, I disabled the real time protection, my computer seems to work. It may not work for everyone, HTH.

[JJSays]

I have W7 Home, 64 bit, and current engine version 7.30843 (which some people mention not being the latest one, however I can't update it any higher manually or auto).

When it first appeared, I did a scan and when it hit 6K infected files I shut down my laptop. Luckily, I had the Window System Recovery which sort of fix it (?). My firefox is all crazy now, can't download nor save images and my adobe flash is not working. I have to uninstall to see if I can get it to work again, but that's not the point. Someone mention the correction engine version is xxx56 instead of xxx43 so I tried to update it, which failed on both auto and manually. Follow a member advice and repair BD, but all my quarantine's files disappear don't know if that's good or bad. Still stuck on engine 43 and don't know if that is the correct one. Hope someone can clear it up. Thanks.

[Florin Andrei]

@juvesteve - if there are no personal files in the quarantine you can empty it. And, if you have the latest update, you should turn on the Realtime Protection.

@WhiteRabbit Creative - is the update module still working? If not, keep the RTP disabled, go to the Quarantine tab and try to restore the livesrv.exe process. Go to Start->Run, type regedit and hit Enter. Browse to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager\PendingFileRenameOperations and delete this entry. Attention -> Do not delete any other key than this one. Then, reboot and try to update

[Cris]

Can you tell us if you have a clean engine yet and give us the version #.

Virus signatures: 5474032
Engine version: 7.30848

This is the last update I received about 5 hours ago. Since then, this detection was not triggered anymore on my system. So YES, the engines are OK.


However, the engine version is lower than some users might have. This is because the problematic update was reverted to an older version (which was pushed on the update servers). So, basically, users which can't make the update (and still experience the detection problems) will have a higher engine version. Users which got the reverted update (which doesn't include the faulty detection) will have a lower engine version.

Cris.

[Mike B.]

So what caused this issue anyway? Just bad code or something on that line? I've been happy with this product for years and it has its occasional buggy update, but never one as serious as this one. I'll still continue to use this product, but I really hope this kind of thing doesn't happen ever again.

[Lost_n_Confused]

hey, when i go to the quarantine tab there is nothing there!!!!
AND I KNOW that my files were quarantined!!!!!!
Where are they located on my desktop???????
are they in a folder or are they specifically associated with the software!!!!!
I can't open certain things, including iTunes, and it is botherring me big time!!!!!!
Will someone please help me!!!!!


Oh and I have restored my computer.

[juvesteve]

@Florin Andrie .... Thanks (IMG:style_emoticons/default/smile.gif)

[Time2End]

I am very angry. My two desktop and laptop all running Windows 7 x64 need to do repair. I did a F8 > Repair my computer > System Restore

I just register just now to complain.

This post has been edited by Time2End: Mar 20 2010, 11:41 PM

[Lost_n_Confused]

there is nothing in my quarantine folder!!!!!!!!!1
PLEASE help me!!!!!!
where are they located on my desktop!!
I need those files that were quarantined!!!

[Florin Andrei]

@ Mike B. - > This kind of event provides a great insight on what not to, so I'm pretty sure that something like this will not happen again.

[mek]

where do we find the link for the update that is supposed to restore our files?

This post has been edited by mek: Mar 20 2010, 11:46 PM

[Cristi Raducu]

So what caused this issue anyway? Just bad code or something on that line? I've been happy with this product for years and it has its occasional buggy update, but never one as serious as this one. I'll still continue to use this product, but I really hope this kind of thing doesn't happen ever again.

The situation was caused due to one of our updates that identified clean Windows files as infected on x64 bit operating systems.
A few hours ago an update was released to fix this situation and the clean files are no longer detected.
We apologize for any inconvenience caused.

Cristi.

[Negura]

And...another one bites the dust, and that one is me and my gfriend, both of us not proud at all owners of Bitdefender Internet Security 2010. But very proud owners (and i mean it) of windows 7 x64.

Just today my AV starts going berzerk, trojan fake alert this, trojan fake alert that. WTF, i was thinking, how, when, who...did i download somthing from somewhere ? i did'n have a virus on my PC since CIH...maybe my stick was infected from work or....but, well, no problem, i'll JUST SCAN MY ENTIRE HDD, and clean up the mess, and in the mean time i'll eat something, watch tv, u know...Bad f... mistake, 15 min later i was looking mesmerized as my whole Windows 7 x64 was slowly sucked into quarantine, bit by bit... lol.

Me: "Hun, please try and take a look at "network and sharing center"...
Hun: "Well, hun, my Bitdefender saiz that i have 10 trojans...."
Me: "Oh ######...wth....maybe someone's atacking bitdefender's site, couse i see that the site is not working too..." and so on and on...oh, sweet naivity...

And than, u know, try to restore the files from the quarantine, didn't work (could not find the path), than try and restart, didn't work, my windows keeps on trying to repair and all, blah, blah.

Well, to cut the story short....i've reinstall my windows, as for my full-of-very-important-work'-gfriend-laptop, the fix was a system restore, as nothing else worked. 5 hours spent for nothing.

Right now, i'm using another AV (trial), and it's working just fine. No more memory spikes. No more CPU spikes. No more slowing downs. So i'm gonna buy me a full one.

One more thing to say here: i used to love Bitdefender 2010. Well, not any more, this is a HUGE f..ed up, and btw, the support stuff respond was crappy.

[brockwilliams]

what is a "TrayApp" I started up again and it wanted to install this. It says its not available. So clicked ok and now its searching and it isn't working. TrayApp.msi

[Demoblaster]

Virus signatures: 5474032
Engine version: 7.30848

This is the last update I received about 5 hours ago. Since then, this detection was not triggered anymore on my system. So YES, the engines are OK.


However, the engine version is lower than some users might have. This is because the problematic update was reverted to an older version (which was pushed on the update servers). So, basically, users which can't make the update (and still experience the detection problems) will have a higher engine version. Users which got the reverted update (which doesn't include the faulty detection) will have a lower engine version.

Cris.

Thank you very much for that explanation. I was wondering about that because my laptop which uses Windows XP is using the higher version and the affected desktop is still on the lower version and, for the life of me, I didn't understand why it wouldn't update. It would just say that an error occured during the update. I guess I'll stick with the roll back version for now. I've just finished restoring all the files quarantined that would allow me to restore. The rest stated that they were already in the folders and couldn't overwrite them so I think I'm good for now.

Exactly what caused this in the first place? Is the source of this issue being investigated yet because a lot of companies are starting to ask the bigger questions though I am glad that you guys have finally stepped up your focus on helping people here in the forum just like the person that's on the twitter feed has been.

EDit: Saw the response to Mike. Thanks.

This post has been edited by Demoblaster: Mar 20 2010, 11:50 PM