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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.
silverpoint

Trogan.heur.fu.gqz@acp5atm

7 posts in this topic

Bitdefender Intternet Security 2012 reports that I have the Trogan.Heur.FU.gqz@aCp5atm trogan on my laptop and it cannot remove it. It talks about rebooting in rescue mode to remove it. What is that? How do I do that? Why cannot bit defender remove the virus?

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Hello :)

Welcome to the forums.

Do you have a ticket ID in the system? Could you please post it here?

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

[how to GENERATE A FULL SYSTEM SCAN LOG]

- Before running the scan please make sure that you have the latest virus definitions downloaded via the Update module.

For this you need to open Bitdefender and from the main interface click on Update now;

- After the update process has completed successfully you can proceed to

running the scan task.

In the same window go to Antivirus and press the Scan now button =>Full system scan.

- After the scan has finished you need to submit the scan log file.

This is accomplished by running the Support tool file that can be

downloaded from this location:

http://www.bitdefender.com/files/Knowledge...or_scanlogs.exe

Save the file prior to running it and to continue you need to accept the terms of use.

At the end of this process an archive will be created on your Desktop starting with bdamst.

. Send me that file via PM.

Have a great weekend!

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Hello :)

Welcome to the forums.

Do you have a ticket ID in the system? Could you please post it here?

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

[how to GENERATE A FULL SYSTEM SCAN LOG]

- Before running the scan please make sure that you have the latest virus definitions downloaded via the Update module.

For this you need to open Bitdefender and from the main interface click on Update now;

- After the update process has completed successfully you can proceed to

running the scan task.

In the same window go to Antivirus and press the Scan now button =>Full system scan.

- After the scan has finished you need to submit the scan log file.

This is accomplished by running the Support tool file that can be

downloaded from this location:

http://www.bitdefender.com/files/Knowledge...or_scanlogs.exe

Save the file prior to running it and to continue you need to accept the terms of use.

At the end of this process an archive will be created on your Desktop starting with bdamst.

. Send me that file via PM.

Have a great weekend!

I am not sure what a ticket id is

I am currently running fiull scan again to send to you

A few odd things I have noticed. Each time I run the full scan it finds about 90 cookies which it detects and deletes, with just the Trogan.Heur.FU which it cannot remove. However when I go back and run the scan again the 90 odd items are found again. I can see that they have been found again in the current scan I will be sending you

I also found the rescue mode functionality earlier and booted into it, but it could not find the trogan anywhere.

Other than the fact that Bit Defender shows we have this Trogan, the obvious sympton is that when you log into one of the accounts (which is not admin), the tiles pop up asking you to provide an admin password because something is trying to make a change to the file system. Obviously I just click No each time.

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Christian,

I did the scan and ran the logging tool to create a file called BDAMST.zip on my desktop but when I try and attach it in these forums it says the upload fialed because you are not permitted to upload this type of file...

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Hello :)

Welcome back!

Upload the file on:

http://www.sendspace.com

or

http://www.mediafire.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.

Have a nice day!

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Christian

The file is found at http://www.sendspace.com/file/nt6a5x

However, since the strange admin prompt on login was only happening on the one user I decided to simply delete that user completely from the laptop and create it again from scratch

Since I did that, Bit Defender no longer detects the trogan on doing a scan. This seems too simple as a way to remove a virus to me. What do you think?

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Hello :)

I can see from the scan logs that you are using an old Java version.

Please clear Java cache:

http://www.java.com/en/download/help/plugin_cache.xml

Go to Control Panel an uninstall all the current versions and install Java 7 Update 4.

http://www.oracle.com/technetwork/java/jav...ad-1591157.html

For 32 bit systems install jre-7u4-windows-i586.exe

For 64 bit systems, please install jre-7u4-windows-i586.exe and jre-7u4-windows-x64.exe (in this order).

Download and install the software and then run it to clean your computer's registry and temporary files:

http://download.piriform.com/ccsetup318.exe

http://www.piriform.com/docs/ccleaner/usin...gistry-cleaning

Once the cleaning is complete it's recommended to restart your computer.

If you have a registry cleaner already installed, you can use that one.

After this, update Bitdefender from the main interface, run a Full System Scan and send me back the logs like you did last time.

Take care.

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