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    • cpucean

      Bitdefender Business Support Forum Rules - Read carefully before posting   09/13/2016

      Bitdefender Business Support Forum Rules (PLEASE READ BEFORE POSTING) In order to post to the Official Bitdefender Support Forums, you will need to register using a valid email address, and following the instructions to validate your membership. If you like to register, click here. GENERAL RULES Understand that once you have registered as a new user, you consequently agree with ALL THE FORUM RULES written below. These rules were designed to ensure you get the most from interacting with other users in a pleasant and constructive manner and to prevent any sort of abuse. 1. First and foremost, this is a support forum for Bitdefender. Do NOT post comparative tests for security software for they are unrelated to the main character of the forum. Also, the support process can take many forms: a troubleshooting routine is meant to locate the cause of the issue not offer a permanent solution –do NOT post replies in the form of "I need a fix now" instead of the information requested for without locating the cause there isn't any way to implement a fix. 2. Once an official position has been posted concerning a bug in Bitdefender and the ETA for the fix, the topic will be closed down. Do not ask for the topic to be reopened unless you still have the bug after the update targeted to handle this issue. 3. Users that have reached a 50% warn level will have their posts subjected to moderator approval and if they continue to ignore forum rules their account will be banned. 4. Users are not allowed to use clones(using more than one account by a single person). Breaking this rule will lead to a permanent IP ban. 5. Users are not allowed to use anonymous proxy. Breaking this rule will first result in a warning, followed by subjecting the user's posts to moderator approval/banning of the account. 6. When reporting an issue concerning Bitdefender make sure to offer the following basic information: - name and version of your Bitdefender product; - name and version of your Operating System; - the complete error message (if any) that you receive and, if possible, attach a screenshot with it; - name of other security solutions that you are running; - when asking questions about (un)detected files (false alarms, or files that you suspect to be infected, but aren't detected), please attach a complete Bitdefender scan log. Be sure to keep Bitdefender fully updated so the log contains accurate info – on the support forum we only accept the posting of scan logs, for sample submission of false positive/false negative samples please upload them onto a web based platform where we can retrieve and analyze them. 7. Topics related to the lack of response from the support department need to be backed up by as much information as possible concerning the issue that you have been facing. When you send an e-mail to support a Ticket ID will automatically be created - make sure to mention it in the forum post for it will speed up the entire process. 8. Moderators do NOT offer support by PM. Do not send personal messages to moderators unless they expressly request it from your side/ you wish to have a closed topic re-opened/ you wish to report a forum member or topic for abusive language or spam/ you are unsure as to posting a possible solution and you wish to consult with a moderator first. All users are treated as equal on this forum and by sending a PM to a moderator you will not be entitled to faster support. In case of rule violation reports, you can also use the built-in Report button to announce all moderators that there's a topic/post/user that violated the posting rules. Please do NOT use this function to ask for help, or announce the moderating team that you need urgent support! As said, all issues are handled as fast as possible, and none has priority over another. 9. Any form of aggressive language, directed at other forum members or at the Bitdefender Moderating Team or staff is completely forbidden. Continuous attacks will result in an account suspension or BAN. Also, any form of explicit, antisemitic or racial language, or social attacks (by images, text, PMs, signature, or any other form of communication on Bitdefender forum) will NOT be tolerated and will result in an immediately account BAN. Take into consideration that this forum a public place. Treat everyone else just like you want to be treated. 10. Users are not allowed to open polls on the Bitdefender Support Forum. The only members that are allowed to open polls are the moderators. FORUM SIGNATURES, AVATARS AND DISPLAY NAMES The signature is optional on the forum, and should be a personal message of the user that chooses it. Moderators are obliged to include a link for the Bitdefender Forum Rules in their signature. Users will only be allowed to display a custom signature after having completed 15 posts on the forum. The following will NOT be tolerated: 1. Any type of explicit reference to the brand name and symbols of other security solutions available on the international market today, except Bitdefender. This is a support forum dedicated only to Bitdefender and advertising competitor products will lead to editing out the advertisement and a 20% increase in the warn level. 2. The use of images higher than 300 pixels width and/or 100 pixels height. 3. The use of images or text containing the words "Moderator", "Administrator" or "Admin" in the signatures. These will only confuse other users. 4. The use of images taken from other users of this forum. Please use unique avatars. 5. Use of signatures pointing to external links,they will be removed without any notice. WARNINGS Those who repeatedly violate these rules will receive a warn/suspend/ban. POSTING RULES 1. Topic titles must be as concise as possible, and starting posts must provide relevant information on the issues included, to ensure a fast and precise response from those who are willing to help. For example: avoid titles such as "Heeeeeelp!" but instead write "Question about the Bitdefender Antivirus". The last title has a lot more chances of receiving fast responses. Also, topic titles such as "Program X ######! " together with the lack of any constructive arguments will not be tolerated, the topic will be deleted and the user will receive a 20% warning. 2. Post new topics in the correct sections. The forum is structured by Product type (Home/Office or Business protection) and by product version (2008, 2009, 2010 or older versions). If you post the question in the correct section, you have a higher chance of getting a correct answer for your problems. 3. Bumps/Topic advertisements or any other attempts to make a topic more visible without adding any new or relevant information will NOT be tolerated and the post will be DELETED. 4. When posting a reply on a topic try to keep the suggestion within a relevant range – for example, when there is a post concerning an error message in Bitdefender 2009 do not recommend downgrading to Bitdefender 2008 for this suggestion does not address the original issue. Multiple posting of this type will lead to an increase of the warn level with 20%. 5. Off-topic replies (those that have nothing to do with the topic) will be deleted, and users will also receive a written warning . Repeated posting of off-topic replies will lead to an increase in the warn level with 10%. 6. Keep text color, fonts and letter casing within a normal and pleasant range - any post that contains only upper case text will automatically be subjected to editing, the same applies to posts containing characters larger than size 20. 7. Before opening a new topic, we strongly suggest that you use the SEARCH button, to be sure that the problem was not already discussed. In case you start a new topic with an issue that was already discussed, the new topic will be closed down, redirected and merged into the initial one. 8. Do not ask the same thing on more sections of the forum. Do not post the same topic more than once. Twin topics will be removed and redirected to the original one in order to avoid confusion. 9. Do NOT request/post warez software, cracks, serial numbers or any other actions which involve software piracy. Topics and replies related to cracking security software, advice on breaching security systems, cracking security protocols, flood attacks or posts that promote cracking or Internet attacks in any way will be deleted at once and the users that posted them will have their accounts suspended at once. Also, no support will be offered for users that are using a cracked version of BitDefender on their systems. 10. Please avoid topic titles such as "URGENT" since all cases are treated as soon as possible. 11. Be patient – there are a lot of issues on the forum and we are doing the best we can to answer them all. Therefore, you may receive your answer immediately, but it may also take several days just as well. 12. We do not allow people to post threads that advertise or solicit any products, services, funds or donations – all topics of this type will be automatically DELETED . Explicit advertising is also prohibited. FORUM RULES ARE SUBJECTED TO CONTINUOUS MODERATION AND CAN BE CHANGED AT ANY GIVEN TIME WITHOUT PRIOR NOTIFICATION. ANY TOPIC DEBATING FORUM RULES WILL BE CLOSED DOWN AND AUTOMATICALLY DELETED FOR THESE RULES ARE NOT SUBJECTED TO DEBATE. Bitdefender Business Support Forum Team
    • Aurelian Neagu

      Malware Area Rules   09/14/2016

      Here you have a number of rules for this malware subforum.   Please read them carefully before posting:   1. Any user posting here is automatically assumed to have agreed with the Forum Rules.   2. This area is dedicated to those having problems cleaning the system or simply suspecting an infection.
      Also, those who post here are supposed to be BitDefender users (either home-use products or scan online services).
      If this condition is not met, we reserve the right to refuse support.   3. It is forbidden to attach any suspicious files, infected or potentially dangerous (Viruses, Trojans, Spyware, False Detections or potentially dangerous links).   4. It is forbidden to refer to other security solutions for system disinfection.It is also forbidden posting comparative tests between BitDefender and other security products.   5. When opening a new topic, give as many details about the problem as you can along with a recent scan report and screenshots (if necessary).   6. It is recommended for the scan report to be copied in the topic (not attached) so everyone can see it.   7. Removal instructions will be offered only by persons approved (forum moderators for example) or having knowledge about viruses and how to remove them.   8. Users that provide misleading information will be sanctioned.   9. Topics not covered in this format will be deleted or moved.

      10. If you have a False Positive or a False Negative to report please use our Submit Form   Thank you.
mariannegamble

Need Help With Virus Removal

6 posts in this topic

Bitdefender 2010

MS Windows XP, Home Edition V2 SP3

Desktop HP Pavilion a257c

Virus locations:

C:\WINDOWS\system32\ernel32.dll

C:\WINDOWS\system32\spool\prtprocs\w32x86

computer>properties>"system restore tab" content now looks like the "general" information tab

so there is no obvious way to "turn off system restore"

CD burner stopped working

Flash drive stopped working but now works after running %temp% and deleting temporary files using unlocker 1.8.8

Internet only goes to pop ups

I was able to do a deep scan with bitdefender

I copied the scan log to word, and then to a flash drive

I am very affraid to load it on my laptop, which is what I am using now

Thanks

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Hello mariannegamble,

Can you send me by PM the word file containing the deep scan results?

Also run BDSI and GMER and send me by PM the logs.

Note: you need to upload the logs to www.sendspace.com or www.rapidshare.com or on any upload site of your choice and send only the links.

http://kb.bitdefender.com/KB490-en--The-sy...s-infected.html

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2 new files were signed as Trojan.BHO.OHU after analyzing the sent logs:

c:\windows\system32\setqp.dll

c:\windows\system32\oetqp.dll

Please run a BitDefender deep scan and post here the results

Note: make sure your BitDefender is up to date before running the scan.

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2 new files were signed as Trojan.BHO.OHU after analyzing the sent logs:

c:windowssystem32setqp.dll

c:windowssystem32oetqp.dll

Please run a BitDefender deep scan and post here the results

Note: make sure your BitDefender is up to date before running the scan.

I am not able to update BD

Last update 7-19-10 4:12:54

I get an error message

BD Support instructed me to create a rescue cd

System will not boot from the cd

I tried changing the bios to first boot from cd but it would not boot

Start in Safe mode will not work

Start in recovery will not work

I'll run a deep scan and post the results

Thanks,

Marianne

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BitDefender Log File

Product: BitDefender Total Security 2010

Version: BitDefender Antivirus Scanner

Scanning task: System Scan

Log date: 7/27/2010 3:00:02 AM

Log path: C:\Documents and Settings\All Users\Application Data\BitDefender\Desktop\Profiles\Logs\full_scan\1280214002_1_01.xml

Scan paths:

Path 0000: C:\

Path 0001: K:\

Scan Level:

Scan for viruses: Yes

Scan for adware: Yes

Scan for spyware: Yes

Scan for applications: Yes

Scan for dialers: Yes

Scan for rootkits: No

Scan for keyloggers: Yes

Virus Scanning Options:

Scan registry keys: Yes

Scan cookies: Yes

Scan boot sectors: Yes

Scan memory processes: Yes

Scan archives: No

Scan runtime packers: Yes

Scan e-mails: Yes

Scan all files: Yes

Heuristic Scan: Yes

Scanned extensions: not configured

Excluded extensions: not configured

Target Processing:

Default first action for infected objects: Disinfect

Default second action for infected objects: None

Default first action for suspect objects : None

Default second action for suspicious objects: None

Default action for hidden objects: None

Default first action for encrypted infected objects: Disinfect

Default second action for encrypted infected objects: None

Default first action for encrypted suspicious objects: None

Default second action for encrypted suspicious objects: None

Default action for password-protected objects: Log only

Scan Engines Summary

Virus signatures: 6560304

Archive plugins: 44

E-mail plugins: 6

Scan plugins: 14

System plugins: 5

Unpack plugins: 10

Basic

Scanned items: 459768

Infected items: 11

Suspect items: 0 (no suspected items have been detected)

Hidden items: 0 (the scan options do not include scanning for rootkits)

Resolved items: 11

Unresolved items: 0 (no issues remained unresolved)

Advanced

Scan time: 02:26:53

Files per second: 52

Skipped items: 304129

Password-protected items: 2

Over-compressed items: 0

Individual viruses found: 1

Scanned folders: 46128

Scanned boot sectors: 4

Scanned archives: 3006

Input-output errors: 28

Scanned processes: 70

Infected processes: 0

Scanned registry keys: 1822

Infected registry keys: 0

Scanned cookies: 246

Infected cookies: 0

Resolved issues:Object Path Threat Name Final Status

C:\System Volume Information\_restore{F20DC6C2-5212-4F33-8959-AB7D05D4CDB6}\RP2421\A0338742.dll Gen:Trojan.Heur.P.cm4@carBkrf Moved to Quarantine

C:\System Volume Information\_restore{F20DC6C2-5212-4F33-8959-AB7D05D4CDB6}\RP2422\A0338754.dll Gen:Trojan.Heur.P.cm4@carBkrf Moved to Quarantine

C:\System Volume Information\_restore{F20DC6C2-5212-4F33-8959-AB7D05D4CDB6}\RP2422\A0338755.dll Gen:Trojan.Heur.P.cm4@carBkrf Moved to Quarantine

C:\System Volume Information\_restore{F20DC6C2-5212-4F33-8959-AB7D05D4CDB6}\RP2422\A0339754.dll Gen:Trojan.Heur.P.cm4@carBkrf Moved to Quarantine

C:\System Volume Information\_restore{F20DC6C2-5212-4F33-8959-AB7D05D4CDB6}\RP2422\A0339755.dll Gen:Trojan.Heur.P.cm4@carBkrf Moved to Quarantine

C:\System Volume Information\_restore{F20DC6C2-5212-4F33-8959-AB7D05D4CDB6}\RP2423\A0339767.dll Gen:Trojan.Heur.P.cm4@carBkrf Moved to Quarantine

C:\System Volume Information\_restore{F20DC6C2-5212-4F33-8959-AB7D05D4CDB6}\RP2423\A0339768.dll Gen:Trojan.Heur.P.cm4@carBkrf Moved to Quarantine

C:\System Volume Information\_restore{F20DC6C2-5212-4F33-8959-AB7D05D4CDB6}\RP2423\A0340767.dll Gen:Trojan.Heur.P.cm4@carBkrf Moved to Quarantine

C:\System Volume Information\_restore{F20DC6C2-5212-4F33-8959-AB7D05D4CDB6}\RP2423\A0341772.dll Gen:Trojan.Heur.P.cm4@carBkrf Moved to Quarantine

C:\WINDOWS\system32\ernel32.dll Gen:Trojan.Heur.P.cm4@carBkrf Moved to Quarantine after reboot

C:\WINDOWS\system32\spool\prtprocs\w32x86\M1g9i17q.dll Gen:Trojan.Heur.P.cm4@carBkrf Moved to Quarantine after reboot

Not scanned objects:Object Path Reason: Final Status

C:\System Volume Information\_restore{F20DC6C2-5212-4F33-8959-AB7D05D4CDB6}\RP2419\A0338279.apm=>ams_xml_pl.xml Password-protected Not scanned (file was password-protected)

C:\System Volume Information\_restore{F20DC6C2-5212-4F33-8959-AB7D05D4CDB6}\RP2419\A0338279.apm=>ams_xml_temp.xml Password-protected Not scanned (file was password-protected)

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I was able to update BF with Cristi's recommendations.

The deep scan was sent in to the customer support email

I restarted the computer after the scan

I was not able to update BD again after that

The computer locked up

on restart it would not load Windows XP

I just run into dead ends when I tried to reboot

The system did attempt to reboot from the cd rom

The BD recover cd gave an error message

I have a set of 6 recovery cds for the computer, the 1st cd would not reboot

I tried a windows xp cd (2003)from my laptop as a repair and did not get very far.

I'm going to take the PC to a local shop and see if they can get windows to reboot and go from there

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