lyle@continentaltax.com

Internet Security 2012 Slowing Down Computer

38 posts in this topic

A couple nights ago I "upgraded" from Bitdefender IS 2011 to 2012 because my computer slowed down every day as the day went on, and after reading the message boards I saw that vsserv.exe may be causing the problem with 2011. Rebooting when the computer slowed down, seemed to work but I wanted a better solution. I uninstalled all Microsoft antivirus except Windows Defender and Windows Firewall, as I understand these shouldn't be uninstalled. However I did turn them off. I then uninstalled 2011 and installed IS 2012.

The day after doing the install of IS 2012, my computer has continually run slower than it ever has.

Last night I uninstalled Bitdefender 2012 and my computer is a dream. Everything running properly and fast. I did a internet speed check and compared it to the speed I had prior to 2012 being installed and the upload and download both almost doubled. Upload speed from 0.41 Mbps (with IS 2012) to 0.80 Mbps and download speed from 1.41 Mbps to 2.68 Mbps.

Obviously the problem is with 2012. I'm not sure what I'm going to do. It will depend on the help I get from anyone here. Until I get help, I'll just avoid virus issues and be happy I have a quick functioning machine.

Does anyone have an idea how to work around this?

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Hi,

You use Bitdefender in English? Please right click on the BitDefender icon and select "About". Post here the build you are currently using.

Also provide me with the file version for bdtl.dll located in the BitDefender folder. By default:

c:\Program Files\Bitdefender\Bitdefender 2012

Looking forward to your answer!

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I just re-installed IS 2012 for you. I'll see how the speed goes today with it.

The build that loaded up is Bitdefender Internet Security 2012 - Build: 15.0.27.325

The bdtl.dll file version is 15.0.27.318

I run on Windows 7.

Is there anything else you need?

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It's been a little over a day and since re-installing Bitdefender IS 2012, my computer finally got too slow to get any work done, so I had to uninstall it again. Speed is up and running once again. Hopefully someone can recommend how to make this work without having to remove the antivirus software..

Have a good weekend.

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Are you using the version in English ? If so then your PC is not fully updated. The bdtl.dll file version should be: 15.0.27.333 and the BitDefender build: 15.0.27.338.

Open BitDefender security center and click on "Update Now". Wait for the process to finish then restart the PC. Check if the build and the file version changed and if the issue is now resolved as the upload issue you are reporting has been resolved in the latest build released.

Looking forward to your answer!

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Yes, I run the English version.

I did the update and the version and build you mentioned loaded up. I'll let it run for a while and see what happens.

Last time it took a little over 24 hours for my computer to get too slow to do work. I'll keep you posted on the speed.

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Rebooting worked for a period of time. However, my computer recently got really slow again, so I uninstalled Bitdefender IS, again. As soon as I did that and prior to closing any other applications or rebooting to complete the unstalling of the software, the speed of my computer noticeably improved.

Is there a solution that doesn't include uninstalling the software when I want to get work done?

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Is there a solution that doesn't include uninstalling the software when I want to get work done?

Yep...install an earlier version of BitDefender <_<

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Waiting so long for the fixes. Please hurry up....

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DanyDan, a week ago you were looking forward to my reply. Is there anything you can help with or is this just a problem that we can't get rid of?

I really do look forward to your reply. Thanks

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I've had to uninstall Bitdefender IS to ensure I could work over the past few days. I was hoping that with the time that has past that the issue may have been fixed. So today I decided to reinstall IS to see if it affected my computer and within a couple hours all applications that I run move at a snails pace. Is there a fix?

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DanyDan or anyone else, is there anything else you need from me to help assess the issue?

I hate to try to go through the Bitdefender Customer care at BitDefender Customer Care <support@bitdefender.com>, the last time I used them on a separate issue it took 2 weeks for a reply.

Maybe the delays we see here are a sign of overall issues with the software. Are they having that many issues that they can't get back to anyone?

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DanyDan, have you given up on the issue? From your last message you were looking forward to my answer. I got back to you saying that the build was proper but still the same issue. Is that the only possible fix? If it is, it didn't work.

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They are really quiet without any news about the fixes. This makes users more frustrating than ever. Poor support forum

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Hello,

I may be a little slower on responding, I'm sorry about that however I also have some days off from time to time :)

@quary: I have replied to your ticket you had open with my colleague Mihaela. ID:

I have found two entries in the logs you sent:

<dd name="RapportCerberus_29574" displayname="RapportCerberus_29574" status="running" starttype="Unknown" fullpath="\??\C:\ProgramData\Trusteer\Rapport\store\exts\RapportCerberus\29574\RapportCerberus64_29574.sys" />

- we have a known issue reported and escalated to Dev. involving Trusteer; we have all the info we need and we are working on a fix;

<dd name="avc3" displayname="avc3" status="running" starttype="[b]Unknown[/b]" fullpath="\SystemRoot\system32\DRIVERS\avc3.sys" />

- it looks like the AVC driver was not correctly installed;

Since you have reinstalled BitDefender since you sent us the logs, can't tell if this is the cause or not. Would you be available for a remote? I would like to check the PC and perform the installation of 2012 together. Check your email for further information on this.

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This is almost becoming comical. I get contacted by Bitdefender support by email that I received Friday at 4:39 PM MST or 10:39 PM GMT. Their email asked for a date and time for us to have a call Monday to Friday between 9:00 and 18:00 GMT. The email address they provided was their general support email address, not directly linked to anyone person so I assume someone received my reply. My reply sent Saturday at 11:45 AM MST or 5:45 PM GMT requested a call Monday at 1PM GMT. Surely someone would have been in to receive the email and either pass it on to the technician that emailed me, or at a minimum respond saying that the time either works or not. Now it's past the time I proposed and what's happened.... Nothing.

Come on guys, If you can't respond to anyone even when you ask for a response, then there is clearly a problem. When you email rather than stating the following as you state in the email you provided:

"If you would agree, we would like to connect remotely to your computer and troubleshoot this issue. The working hours when we would be able to connect to your computer are between 09:00 -> 18:00 GMT (Monday -> Friday).

If you agree with this and if the hours are suitable, please send us a reply and tell us when you would like us to run the remote session. Provide me with the exact hour, date along with a phone number where we can reach you."

Bitdefender should state:

"If you would agree, we would like to connect remotely to your computer and troubleshoot this issue. The working hours when we would be able to connect to your computer are between 09:00 -> 18:00 GMT (Monday -> Friday).

If you agree with this and if the hours are suitable, please send us a reply and tell us when you would like us to run the remote session. Provide me with the exact hour, date along with a phone number where we can reach you, but please don't expect that we can get back to you within the upcoming week. I may be a little slower on responding, I'm sorry about that however I also have some days off from time to time, but won't tell you when."

At least if this is said we'd know not to expect a response. If it takes days to respond to requests, don't offer a day for a remote session that will never happen, use dates. Dates will tell when it will be feasible for someone to get back. As an example "Provide me with the exact hour, date (after October 7th) along with a phone number where we can reach you".

Just a little frustrating.

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As an update, we are now in the sixth day since I was contacted to set up a remote session. Still no response from Bitdefender.

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quarry - DanyDan is out of the office this week. Please be patient as he will respond to you as soon as possible when he returns.

Regards,

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Thanks Gary. I'm patient when I know to be. If he wasn't going to be around for a week, he should have stated that on Friday night (30th) when he asked me to set up a time for a remote session. Especially when he explained in the forum on that same date that the reason for the last delay in getting back to me before this delay (between the 16th and 30th) was the result of (from the 30th forum) "Hello, I may be a little slower on responding, I'm sorry about that however I also have some days off from time to time". He must get a lot of time off recently if that is always the reason for the delay in responding. If staff get enough days off to cause the expectation of responses to be 13 days, that should be made known, then we'll all know to be patient.

Thanks for your communication, it always helps.

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I had this BSOD on a laptop, not on desktop. Would occur every time I tried to update BD. Removed Rapport, fixed problem.

My question: is this resolved yet? If not, how can I find out when it is?

If it is resolved now, what should I do?

1. Put back Rapport, or

2. Remove BD and reinstall, and

3. which should go in first? BD or Rapport?

Thanks,

Brad

Hello,

I may be a little slower on responding, I'm sorry about that however I also have some days off from time to time :)

@quary: I have replied to your ticket you had open with my colleague Mihaela. ID:

I have found two entries in the logs you sent:

<dd name="RapportCerberus_29574" displayname="RapportCerberus_29574" status="running" starttype="Unknown" fullpath="\??\C:\ProgramData\Trusteer\Rapport\store\exts\RapportCerberus\29574\RapportCerberus64_29574.sys" />

- we have a known issue reported and escalated to Dev. involving Trusteer; we have all the info we need and we are working on a fix;

<dd name="avc3" displayname="avc3" status="running" starttype="[b]Unknown[/b]" fullpath="\SystemRoot\system32\DRIVERS\avc3.sys" />

- it looks like the AVC driver was not correctly installed;

Since you have reinstalled BitDefender since you sent us the logs, can't tell if this is the cause or not. Would you be available for a remote? I would like to check the PC and perform the installation of 2012 together. Check your email for further information on this.

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Hello,

@Quarry: on some issues I see no point in posting until the fix is released. Regarding your remote session, another Sr. engineer should have taken care of it while I was away however this not happened. I have replied to your ticket ID: 201109131003475. Please check your email and let me know what you decided.

@Brad G: I've created a ticket on your behalf with ID: 201110101031561 and sent you the steps you need to follow to apply the proposed workaround.

My question: is this resolved yet? If not, how can I find out when it is?

- the issue is not yet resolved, we are working on the fix. You can find out when we release a fix by reading the "Product updates" pinned topic under the 'Update' forum section.

which should go in first? BD or Rapport?

- Bitdefender should go first and you should install Rapport only after applying the workaround;

I will also send you an email when the fix will be release. If you have any further queries don't hesitate to contact us anytime!

Kind regards,

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Trusteer has sent me links to update of their program Rapport. I installed on the laptop which would crash every time, and on first try it works OK. (manual update of BD).

They said it is Beta, so I do not include the link, as they may want to know who has it.

Looks as if the problem may have been theirs.

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