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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.
karishaw01

Gen:variant.kazy

10 posts in this topic

Please help! Bitdefender has been reporting multiple files infected with Gen:Variant.Kazy virus, spyware, malware or whatever it is the last few days. BitDefender (Interent Security 2010) can't delete or quarantine them. I've deleted a couple of files (I'm now getting an errors from whatever's looking for one of the files). Should I have?? Could these be false positives? I've spent hours on this. Now every time I run the Virus Scanner Bitdefender ends with a Critical Error after detecting the first Kazy infection (so no clue how many I have!) and goes dark with "servers not responding" and I have to keep rebooting. Could these be false positives or is my PC just hosed! I'm afraid to do anything on my computer. Even going on this forum makes me nervous. I submitted similar info yesterday on the BitDefender "contact customer care" (opens an email ticket??) but have not heard anything back yet. Please help!!!

(I have screen shots but can't get them to upload)

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Hello

In order to be able to assist you please run a Deep System Scan task with Bitdefender and send us the resulting scan report.

[how to GENERATE A DEEP SYSTEM SCAN LOG]

- Before running the scan please make sure that you have the latest virus definitions downloaded via the Update module: open Bitdefender and click the "Settings" button in the upper right side of the interface; Switch UI to "Novice Mode"; Click "OK"; Choose the "Update Now" task;

- After the update process completes successfully you can proceed to running the scan task: select the "Scan Now" task;

- When the scan ends, click the "View Log" button at the bottom right of the scan window; A browser window will open displaying the scan report; Save this file on a location of your choice and then attach it in your next reply.

NOTE! If you already ran a scan task you can send us your latest report instead.

[how to RETRIEVE THE LATEST DEEP SYSTEM SCAN LOG]

- Open Bitdefender and click the "View Logs" link on the lower right; Click the "Antivirus" tab on the left;

- In the "On-demand tasks" list (the one on the bottom) look for the latest (closest to the top) entry that reads "Deep System Scan" under the "Task Name" column and "Scan Finished" under the "Action name"; Double-click this entry and click the "View Scan Log" button at the bottom of the window that just popped up; A browser window will open displaying the scan report; Save this file on a location of your choice and then attach it in your next reply.

We recommend using the new Bitdefender QUICKSCAN for an extra layer of protection;

[how to USE THE BITDEFENDER QUICKSCAN]

Bitdefender QuickScan is an online scanning tool that uses a new technology to combine intelligent local scanning and in-the-cloud scanning which detects e-threats in memory quickly.

- Using your favorite web browser visit: http://quickscan.bitdefender.com/ and install the required ActiveX/Plugin when prompted;

NOTE! A detailed installation and compatibility guide can always be found at:

http://forum.malwarecity.com/index.php?showtopic=23

- click on "Start" and read the END USER SOFTWARE LICENSE AGREEMENT carefully; Select the "Accept" button to use the QuickScan tool or "Exit" if you do not agree with the terms and conditions;

- Allow the scanning process a few moments to complete;

- When the scan is over click on "Report" in order to open the log in the default text editor; Save the log to a location of your choice (e.g. Desktop) and then attach it in your next reply.

Thank you.

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Hello

In order to be able to assist you please run a Deep System Scan task with Bitdefender and send us the resulting scan report.

[how to GENERATE A DEEP SYSTEM SCAN LOG]

- Before running the scan please make sure that you have the latest virus definitions downloaded via the Update module: open Bitdefender and click the "Settings" button in the upper right side of the interface; Switch UI to "Novice Mode"; Click "OK"; Choose the "Update Now" task;

- After the update process completes successfully you can proceed to running the scan task: select the "Scan Now" task;

- When the scan ends, click the "View Log" button at the bottom right of the scan window; A browser window will open displaying the scan report; Save this file on a location of your choice and then attach it in your next reply.

NOTE! If you already ran a scan task you can send us your latest report instead.

[how to RETRIEVE THE LATEST DEEP SYSTEM SCAN LOG]

- Open Bitdefender and click the "View Logs" link on the lower right; Click the "Antivirus" tab on the left;

- In the "On-demand tasks" list (the one on the bottom) look for the latest (closest to the top) entry that reads "Deep System Scan" under the "Task Name" column and "Scan Finished" under the "Action name"; Double-click this entry and click the "View Scan Log" button at the bottom of the window that just popped up; A browser window will open displaying the scan report; Save this file on a location of your choice and then attach it in your next reply.

We recommend using the new Bitdefender QUICKSCAN for an extra layer of protection;

[how to USE THE BITDEFENDER QUICKSCAN]

Bitdefender QuickScan is an online scanning tool that uses a new technology to combine intelligent local scanning and in-the-cloud scanning which detects e-threats in memory quickly.

- Using your favorite web browser visit: http://quickscan.bitdefender.com/ and install the required ActiveX/Plugin when prompted;

NOTE! A detailed installation and compatibility guide can always be found at:

http://forum.malwarecity.com/index.php?showtopic=23

- click on "Start" and read the END USER SOFTWARE LICENSE AGREEMENT carefully; Select the "Accept" button to use the QuickScan tool or "Exit" if you do not agree with the terms and conditions;

- Allow the scanning process a few moments to complete;

- When the scan is over click on "Report" in order to open the log in the default text editor; Save the log to a location of your choice (e.g. Desktop) and then attach it in your next reply.

Thank you.

Thanks so much for you reply!!! Here are the logs you requested.

Report_2011_11_19_16.19.50.txt

1321415563_1_02.xml

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Hello

In the current situation, you need to manually delete that file from your machine.

That DLL file is injected in Internet Explorer and Windows Explorer. Bitdefender can't clean it up because those processes are in use.

Please follow the steps from below:

1. Disable the REAL-TIME PROTECTION on Bitdefender 2010.

[how to DISABLE THE REAL-TIME PROTECTION on Bitdefender 2010]

In order to disable the real-time protection please open Bitdefender, click the "Settings" button in the upper right side of the interface, Switch UI to "Advanced Mode", Click "OK"; Go to "Antivirus" > "Shield" and click on "Real-time protection is enabled", select the time interval that suites your troubleshooting needs and click "OK" (the message will change to "Real-time protection is disabled"). The real-time protection should be enabled after performing the troubleshooting procedure.

2. Browse to this location:

C:\DOCUMENTS AND SETTINGS\ALL USERS\APPLICATION DATA\

and delete this file:

WINDOWSMANAGERONLINE.DLL

Note: use the Shift+Delete command to actually delete that file without send it to Recycle Bin.

Note: that file could be hidden. Use the link below to display hidden files and folders:

http://www.bleepingcomputer.com/tutorials/...-windows/#winxp

Windows XP

In Windows Explorer, choose Tools > Folder Options.

Click the View tab in the Folder Options dialog box.

In Advanced Settings, select Show Hidden Files And Folders.

Deselect Hide Extensions For Known File Types.

Click OK.

3. Activate the REAL-TIME PROTECTION on Bitdefender 2010

As the new Bitdefender 2012 product suite was released, we would like to inform you that you benefit from a FREE upgrade to the latest version.

Apart from the fact that the 2012 suite brings lots of new features and improvements, it will most likely solve any issues that you may have encountered with your previous Bitdefender product.

http://forum.bitdefender.com/index.php?act...f=226&id=42

Thank you.

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Hello

In the current situation, you need to manually delete that file from your machine.

That DLL file is injected in Internet Explorer and Windows Explorer. Bitdefender can't clean it up because those processes are in use.

Please follow the steps from below:

1. Disable the REAL-TIME PROTECTION on Bitdefender 2010.

[how to DISABLE THE REAL-TIME PROTECTION on Bitdefender 2010]

In order to disable the real-time protection please open Bitdefender, click the "Settings" button in the upper right side of the interface, Switch UI to "Advanced Mode", Click "OK"; Go to "Antivirus" > "Shield" and click on "Real-time protection is enabled", select the time interval that suites your troubleshooting needs and click "OK" (the message will change to "Real-time protection is disabled"). The real-time protection should be enabled after performing the troubleshooting procedure.

2. Browse to this location:

C:\DOCUMENTS AND SETTINGS\ALL USERS\APPLICATION DATA\

and delete this file:

WINDOWSMANAGERONLINE.DLL

Note: use the Shift+Delete command to actually delete that file without send it to Recycle Bin.

Note: that file could be hidden. Use the link below to display hidden files and folders:

http://www.bleepingcomputer.com/tutorials/...-windows/#winxp

3. Activate the REAL-TIME PROTECTION on Bitdefender 2010

As the new Bitdefender 2012 product suite was released, we would like to inform you that you benefit from a FREE upgrade to the latest version.

Apart from the fact that the 2012 suite brings lots of new features and improvements, it will most likely solve any issues that you may have encountered with your previous Bitdefender product.

http://forum.bitdefender.com/index.php?act...f=226&id=42

Thank you.

I had already tried manually deleting the file just as I deleted the other 3 files that were infected. I even tried in safe mode. I still attempted to follow your instructions but I can't delete the file because it is in use. Since you stated that it's used by Internet Explorer and Explorer, I closed both of these applications and attempted to delete in a command prompt but get "access denied". Also note that I was unable to follow your instructions for disabling real time protection. When clicking on settings, my UI is set to Expert (Advance mode is not an option) and I can only uncheck the Enable box next to Antivirus (which I did before the delete attempt). If I do successfully delete this file, how will this affect the operation of my PC? I'm already getting an error message every time I boot up because of one of the previous files I had to delete (Applicationhistoryup.dll). Any other suggestions?

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UPDATE -

After sending my last response I opened Windows Task Manager and began ending processes. It wasn't pretty (lost my taskbar) but somehow I managed to delete this file by continually ending processes and running the delete command from my command prompt. I rebooted and now get an error message on this file but glad to see that IE and Windows Explorer still work! I ran BitDefenders QuickScan and it says I'm no longer infected. WooHoo!!

Any suggestion on where to get clean files to replace the ones that I've had to delete or is that beyond your area of expertise? Also, can you tell me what this Gen:Variant.Kazy does? Should I be concerned about passwords or anything like that?

One other question. Why doesn't BitDefender notify it's customers that they can upgrade for free? I've gotten emails advertising sales but was not aware this upgrade was free for me. I'm guessing had I upgraded, I could have avoided this mess altogether?? I plan to download the upgrade right after adding this reply!

Thanks!!

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Hi

That's great news.

Gen:Variant.Kazy is a generic detection for Vundo

http://en.wikipedia.org/wiki/Vundo

You don't have to replace the files because they were created by the trojan.

You should change your passwords now that your machine is clean. I'm talking here especially about the ones from your email accounts.

As you can see from this KB article, all customers can upgrade to 2012:

http://www.bitdefender.com/support/How-to-...r-2012-711.html

We do not provide automatic upgrade to the latest version because some customers don't have the system requirements for this version.

Thank you.

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Hi

That's great news.

Gen:Variant.Kazy is a generic detection for Vundo

http://en.wikipedia.org/wiki/Vundo

You don't have to replace the files because they were created by the trojan.

You should change your passwords now that your machine is clean. I'm talking here especially about the ones from your email accounts.

As you can see from this KB article, all customers can upgrade to 2012:

http://www.bitdefender.com/support/How-to-...r-2012-711.html

We do not provide automatic upgrade to the latest version because some customers don't have the system requirements for this version.

Thank you.

That makes sense, I'm no longer getting error messages on the files I deleted. This was a very frustrating experience but after reading about Vundo, guess I should feel lucky it wasn't much worse! I've now upgraded to BitDefender Internet Security 2012 which I think I'm going to like, especially the Quick Scan feature. Thanks so much for your help!!

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Hi

Thank you very much for your feedback.

Should you require any assistance, don't hesitate to contact us.

Have a great week.

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Hi,

Although this thread is quite old now, I hope I can get an update here. I am running Vista Home SP2, with BD Antivirus Plus 2013

I just tried to run Windows Update. The Updates were mostly for security, but several failed to install. When Update had finshed, BD alerted me to three infected files, all critical. BD says they are Gen:Variant.Kazy.336192 and that they cannot be cleaned by BD.

I have read all the posts in this thread, but I cannot:-

1) Find Disable Real-Time Protection in BD 2013

2) Open Documents and Settings, as it it restricts me

I must say I find it surprising there is not more up to date info from BD about this topic. Particularly frustrating is the GET HELP button in virus reporting window - it does absolutely nothing when clicked!

And by the way, there is a program advertised on the web called Spyhunter which says it will get rid of Kazy. I have not gone near it as I don't trust it, but it would be good if BD could do the job instead.

Your help would be most appreciated.

Regards, Dave

Edited by dawman

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