Asking for assistance

 

Issue:

Due to the high number of possible hardware and software configurations some of BitDefender users may run into various faulty situations. In order to be able to properly identify the causes for these reported situations the technical support team needs some pieces of information regarding the operating system and BitDefender's presence on the respective computer.
This article presents the needed pieces of information and how they are obtained from the respective system.

Solution:

The following steps present what needs to be done in order to obtain the needed pieces of information:

OBTAINING SYSTEM INFORMATION
  1. Download (save) the SYSDUMP utility on your system into a location of your choice;
  2. Locate sysdump.exe into the above mentioned location and run it (double-click). A command prompt window similar with the one below will appear on your screen. Please note that the information gathering process can take a several minutes therefore please wait until the window disappear by itself. The output of this tool is a new file called sysdump.tar placed in the same location with sysdump.exe. Also note that for maximum relevance of the report it is necessary to run the sysdump tool at the moment the faulty situation occurs or few moments after;


OBTAINING BITDEFENDER INFORMATION
  1. Download (save) the BitDefender file inventory tool into the same location as sysdump;
  2. Locate FileInfo.exe and run it (double-click). Please note that the information gathering process can take a several minutes therefore please wait until you will be noticed that the log file was successfully created. The results of this tool are two files called BDFileInfo.log and BDRegnode.reg placed in the same location as FileInfo.exe;

TAKING A SCREENSHOT

In order to be able to correctly identify the situation, please include as well a screen shot of the issue you encounter:
  1. When the error message is on you desktop press the PrintScreen key (PrintScreen is located at the top of the keyboard, at right. At this step we can not see anything, as the picture is copied into Windows' clipboard);
  2. Open the standard Paint program, that comes with every Windows installation (Start -> All Programs -> Accessories -> Paint);
  3. Paste the picture (Edit -> Paste);
  4. Save the file into the JPEG format into a location of your choice
After the above process ends make sure to send us the reports (sysdump.tar and bdfileinfo.log) and the screenshot.


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Software Applications:
BitDefender Antivirus, BitDefender Antivirus 2008, BitDefender Antivirus Plus, BitDefender Internet Security, BitDefender Internet Security 2008, BitDefender Total Security 2008

Operating systems:
Windows 2000, Windows VISTA, Windows XP

Solution ID: 389 Created on 03 Sep 2007 13:54
Language: English Modified on 22 May 2008 11:28


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