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> Bitdefender Total Security 2010 Won't Update
Tony Noel
post May 15 2010, 10:25 AM
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Hi there, i am new to this website but i have been using bitdefender for years..


so here it is:
for about the last week bitdefender won't update, however in the past it had perfectly.
i tried disabling bitdefender's firewall to see if it would allow it to update, but it was unsuccessful.

down below i attached a picture in which showcases what my bitdefender looks like after it had tried to update...

any help would be extremely appreciated!


Thanks. (IMG:style_emoticons/default/biggrin.gif)

This post has been edited by Tony Noel: May 15 2010, 10:29 AM
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DanyDan
post May 15 2010, 01:22 PM
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Hi Tony,

Please follow the steps below in order to reset the Firewall rules:

1. Double click on the BitDefender icon located on the Desktop to open the Security Center.
2. Click on 'Settings' and then switch UI (User Interface) to: Expert Mode
3. Click on OK
4. Go to 'Firewall' then to 'Rules'
5. Click on 'Reset Rules' and then on 'Ok'
6. Restart your computer and try to update BitDefender. If asked to allow BitDefender Update module to add a firewall rules please select Allow.

Please confirm if the issue has been resolved.

Regards,
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Tony Noel
post May 16 2010, 07:13 AM
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QUOTE (DanyDan @ May 15 2010, 05:22 AM) *
Hi Tony,

Please follow the steps below in order to reset the Firewall rules:

1. Double click on the BitDefender icon located on the Desktop to open the Security Center.
2. Click on 'Settings' and then switch UI (User Interface) to: Expert Mode
3. Click on OK
4. Go to 'Firewall' then to 'Rules'
5. Click on 'Reset Rules' and then on 'Ok'
6. Restart your computer and try to update BitDefender. If asked to allow BitDefender Update module to add a firewall rules please select Allow.

Please confirm if the issue has been resolved.

Regards,


Nope. I'm afraid it didn't work. same thing as before., however in the picture i attached below, it says that the last update was today (which i know it didn't update) but i think the engine version and virus signatures are not up to date.. i'm thinking about reinstalling it, any other ideas?
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DanyDan
post May 16 2010, 01:28 PM
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Hello Tony,

Instructions were sent to you via email regarding the update issue you are facing. Follow the steps and generate the trace log. Send it as a reply to my email and you will have my answer as soon as possible. Thanks!

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Allenssmart
post May 21 2010, 11:13 PM
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I'm also having the same problem as Tony, I have also tried you're first solution. It does not work. Can you also send to me via email regarding the update issue? Thank you very much.
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DanyDan
post May 22 2010, 08:14 AM
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Hello Allenssmart,

In order to solve the update issue please follow the steps bellow :

1. Download the "support.exe" tool from the next link : http://www.sendspace.com/file/dv3nig . Do not run it yet.

2. Start your computer in Safe Mode.

- restart the computer;
- repeatedly press the "F8" key several times before Microsoft Windows begins
to load (you need to press "F8" until you will be displayed a text menu);
- select "SAFE MODE" in the text menu and press "Enter".
- wait while Windows loads in Safe Mode; this process ends with a confirmation
message; click "Yes" to acknowledge.

3. Run the tool downloaded earlier then reboot your computer normally .

4. Try to update BitDefender and let me know if the same issue occurs.

Best regards,

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Allenssmart
post May 22 2010, 03:55 PM
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I'm sorry but the problem persists. This is what happened: I did a manual update. Checking for update to 100%, then it starts downloading. When it's finished downloading, it loops back and starts checking for update at 0% and goes to 100% and downloads and loops again. I think after the third loop I get the same exclamation mark again. I went into the log and I have attached what it looks like.

Allen
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Attached File  bitdefender_update_log.png ( 194.91K ) Number of downloads: 19
 
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DanyDan
post May 23 2010, 07:21 AM
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Hi Allen and Tony,

In order to solve the Update issue that both of you are encountering please follow the steps below:

1. Open BitDefender (double left click on the BitDefender tray icon);
2. Go to Settings - > Switch to Expert Mode;
3. Go to Firewall and temporarily disable it (15 minutes);
4. Go to the Update module in the left part and try to perform an update;
5. If the Update was successful, please go to Firewall and enable it;
6. Go to the Rules tab;
7. Click on the Advanced button in the lower right;
8. Look for a rule created for the livesrv.exe process;
9. Delete this rule and then close BitDefender;
10. Reboot your computer;
11. When it loads back up, open BitDefender and try to perform an update;
12. If you see a popup asking you to allow a process called livesrv.exe to connect, allow it.

If the steps above din not solve the issue you are dealing with, in order to troubleshoot the issue you are encountering, we would like you to follow the steps below:
1. Start and select Run (for Vista you have the search box);

2. Type ‘cmd’ and hit Enter;

3. Type
cd %programfiles%/bitdefender/bitdefender 2010
and hit Enter;

4. Type
supporttool.exe /livesrvtrace on
and hit Enter;

5. A popup should appear asking you to reboot the PC. Reboot the PC. If you are not asked to restart the PC, please do so on your own;

6. Open BitDefender and reproduce the issue a couple of times;

7. Click on Start and then choose My Computer/Computer;

8. Browse to
C:\Program Files\BitDefender\BitDefender 2010
- considering that BitDefender was installed on the default C partition;

9. Double left 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;

10. Click on Next, wait a few minutes for the progress bar to complete and then click on Finish;

11. Save THIS file, extract it and run the ‘.bat’ tool.

12. Please go to Desktop and upload the file to http://www.Sendspace.com then send me a PM with the download link for the log created with this tool.

Thank you!

Regards,
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Tony Noel
post May 29 2010, 05:44 AM
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QUOTE (DanyDan @ May 22 2010, 11:21 PM) *
Hi Allen and Tony,

In order to solve the Update issue that both of you are encountering please follow the steps below:

1. Open BitDefender (double left click on the BitDefender tray icon);
2. Go to Settings - > Switch to Expert Mode;
3. Go to Firewall and temporarily disable it (15 minutes);
4. Go to the Update module in the left part and try to perform an update;
5. If the Update was successful, please go to Firewall and enable it;
6. Go to the Rules tab;
7. Click on the Advanced button in the lower right;
8. Look for a rule created for the livesrv.exe process;
9. Delete this rule and then close BitDefender;
10. Reboot your computer;
11. When it loads back up, open BitDefender and try to perform an update;
12. If you see a popup asking you to allow a process called livesrv.exe to connect, allow it.

If the steps above din not solve the issue you are dealing with, in order to troubleshoot the issue you are encountering, we would like you to follow the steps below:
1. Start and select Run (for Vista you have the search box);

2. Type ‘cmd’ and hit Enter;

3. Type
cd %programfiles%/bitdefender/bitdefender 2010
and hit Enter;

4. Type
supporttool.exe /livesrvtrace on
and hit Enter;

5. A popup should appear asking you to reboot the PC. Reboot the PC. If you are not asked to restart the PC, please do so on your own;

6. Open BitDefender and reproduce the issue a couple of times;

7. Click on Start and then choose My Computer/Computer;

8. Browse to
C:\Program Files\BitDefender\BitDefender 2010
- considering that BitDefender was installed on the default C partition;

9. Double left 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;

10. Click on Next, wait a few minutes for the progress bar to complete and then click on Finish;

11. Save THIS file, extract it and run the ‘.bat’ tool.

12. Please go to Desktop and upload the file to http://www.Sendspace.com then send me a PM with the download link for the log created with this tool.

Thank you!

Regards,




After step 4:
"4. Type
supporttool.exe /livesrvtrace on
and hit Enter;"

No pop up appears..
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DanyDan
post May 29 2010, 09:48 AM
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QUOTE
5. A popup should appear asking you to reboot the PC. Reboot the PC. If you are not asked to restart the PC, please do so on your own;
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Tony Noel
post May 29 2010, 06:42 PM
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Okay, I sent you the message!

This post has been edited by Tony Noel: May 29 2010, 06:43 PM
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Venturer
post May 31 2010, 11:34 AM
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I have the same problem on a Windows XP System with Total Security 2010 installed! Update procedure is looping. No problems on my two other systems with Vista a Windows 7!
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Tony Noel
post May 31 2010, 07:31 PM
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QUOTE (Venturer @ May 31 2010, 03:34 AM) *
I have the same problem on a Windows XP System with Total Security 2010 installed! Update procedure is looping. No problems on my two other systems with Vista a Windows 7!



Same here, only a problem on my Windows 7 machine, not vista...

Anyone else think it's time to switch antivirus software? (IMG:style_emoticons/default/unsure.gif)
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Venturer
post Jun 1 2010, 08:41 AM
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More infos: i suspect update looping doesn't affect update itself! I rebooted the system and antivirus engine and virus signs versions changed so i think the antivirus is still updated even the updating procedure is looping!

Bye! (IMG:style_emoticons/default/biggrin.gif)
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DanyDan
post Jun 1 2010, 10:10 PM
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Hi Venturer,

Please provide me with the error message or what exactly is happening when you try to update. Also mention what BitDefender are you using and what build. To find the build right click on BitDefender icon then choose 'About'.

@Tony: please provide me with the ticket ID via PM. Thanks !

Regards,

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Tony Noel
post Jun 2 2010, 02:14 AM
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QUOTE (DanyDan @ Jun 1 2010, 02:10 PM) *
Hi Venturer,

Please provide me with the error message or what exactly is happening when you try to update. Also mention what BitDefender are you using and what build. To find the build right click on BitDefender icon then choose 'About'.

@Tony: please provide me with the ticket ID via PM. Thanks !

Regards,


Ticket ID..?
What do you mean? If you mean the link to download the file? i sent you a message on here with the link to download it a few days ago?
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DanyDan
post Jun 2 2010, 04:12 AM
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Hi Tony,

Please check your email associated with the forum account. The ticket ID is the number located in the email subject line that starts with 2010xxxxxxxxx. Looking forward to your answer!

Regards,

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Venturer
post Jun 2 2010, 11:22 AM
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QUOTE (DanyDan @ Jun 1 2010, 11:10 PM) *
Hi Venturer,

Please provide me with the error message or what exactly is happening when you try to update. Also mention what BitDefender are you using and what build. To find the build right click on BitDefender icon then choose 'About'.

@Tony: please provide me with the ticket ID via PM. Thanks !

Regards,


Hi Dany!

On Windows XP Home i'm using BITDEFENDER TOTAL SECURITY 2010 x86 .21 build! It gives me no error message; simply it loops the updating procedure! On the 3rd loop a red marks point appears as in the screenshots posted before!

Bye! (IMG:style_emoticons/default/smile.gif)
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DanyDan
post Jun 3 2010, 02:06 AM
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Hi Venturer,

An email was sent to your email address associated with your forum account with instructions on how to further investigate the update issue you encounter.

Looking forward to your answer!

Regards,

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rayloriga
post Jun 8 2010, 03:25 PM
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same looping problem here.
Win 7 64
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