If you are using Mozilla Firefox or Google Chrome, please uninstall all the extensions and reboot your PC.
Install your favorite extensions/add-on from the official store:https://chrome.google.com/webstore/category/extensionshttps://addons.mozilla.org/en-US/firefox/
Reboot and follow these instructions:
[how to GENERATE A BDSYS LOG]
. Save and extract the BDSYS tool to a location of your choice:http://www.bitdefender.com/files/Knowledge.../BDSysLog_i.exe
. Make sure you close all active applications and then run "BDSysLog_i.exe"; If you receive a firewall alert,select to Allow the application to connect;
. Click the "Create log" button to start generating the log; A progress bar is indicating that the tool is creating the report;
. When the small window appears with the message "Log saved" then the report is complete and a new file named "bdsyslog.zip" has appeared on your Desktop;
. Upload that file onhttp://www.sendspace.com
and send me a PM
with the download link.
If you were already asked to generate the log file, disregard the message above and just post the ticket ID.
.During this process the Real Time Protection in Bitdefender must be temporarily disabled;
.If you receive a Bitdefender Firewall alert to inform you that BDSysLog_i.exe tries to connect to the internet,then you need to select Allow;
[how to DISABLE THE ANTIVIRUS PROTECTION in Bitdefender 2012]
In order to disable the antivirus protection, please open Bitdefender and click the "Settings" button in the upper side part of the interface"; In the new window go to "Antivirus" > "Shield" tab and click on "ON" under On-access scanning. Select the time interval that suites your troubleshooting needs and click "OK". The On-access scanning should be enabled back after finishing the troubleshooting procedure.
We will get back to you as soon as the analysis is complete.
Have a nice day!