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Windows systems downed by dodgy Bitdefender update
INTERNET INSECURITY FIRM Bitdefender has suffered embarrassment and the ire of users after a dodgy update affected 64-bit Windows systems.
The problem stemmed from an update that was uploaded too soon on BitDefender's servers, and it meant that multiple files were flagged as Trojan malware, when in fact they were completely safe. It affected products running on Windows 64-bit systems, namely some home users, business users and people running Windows file server software.
Some Bitdefender and Windows files were detected as Trojan.FakeAlert5 and moved to quarantine. Due to these exe, dll and other binary files having been quarantined, problems occured such as Bitdefender not running, apps not working or even Windows not starting.
It also affected users of security software Bullguard, which uses a Bitdefender anti-virus engine, and it received the same problematic updates.
Bitdefender made a grovelling apology for the mistake, and it has issued advice to users about what to do if they were affected and in worst case scenarios when their systems simply stopped booting.
Mistakes like these can happen to anti-virus scanners when updates are downloaded, with the sheer weight of malware making the likelihood of an error more likely.
But this doesn't make it any better for users who have been affected by the error, with some users forced to undergo a complete Windows reinstall, an incredibly frustrating thing to do and of course it's no fault of their own.
If they ever come to their senses they'll bite the bullet and install Linux instead, and leave behind all of these Microsoft Windows related malware hassles. µ
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" the Rescue CD referred to by Mr. Dode is based on LINUX."
Google is your non-China-censoring friend... you will find photos and info that suggest Raluca Dode is clearly not " Mr. Dode", but an ~26 year old female employed at BitDefender... You will also find that many rescue, recovery, etc CDs are Linux based (IMHO all the good cross platform general purpose and security tools are...)
I too have been hit by this despicable action from Bullguard. My one month old computer which cost over £1,000 from MESH is inoperable. MESH has washed it's hands of the problem saying it's a third party issue and they are not responsible for software issues - although they recommended the software when I purchased the machine. And Bullguard are just putting their hands in front of their eyes and treating angry customers like there's nothing really to worry about. They are refusing to offer compensation for repairs and to add insult to injury offering an additional two year cover for their woefully indadequate product. I will certainly not let this rest, I am not highly computer literate and do not enjoy the challenge of finding solutions to I.T. problems like the techies do - all I want is my laptop restored to it's original state without me being out of pocket. And as for taking up the two year extended cover, I wouldn't touch Bullguard with a barge pole! Yours very angrily
It is not only BitDefender customers who are affected. Bullguard customers are as well, as Bullguard utilises the BitDefender anti-virus definitions. My PC was decimated by this update and 2 system restores and over 20 hours of my time later my machine is still not running correctly. Bullguard technical support staff helped but only after an inordinate amount of badgering. In addition MESH supply their PCs with Bullguard as the installed security software. MESH are refusing to help saying the Bullguard malfunction was caused by Bullguard's software and so the issue is with Bullguard - software issues are not covered by the warranty. Bullguard's management have not communicated with me despite my many attempts to communicate with them - the management seem to be hiding behind the peticoats of beleagured technical support staff. In addition Bullguard refuse to pay for an engineer to come and fix the damage their faulty update caused or refund me the remaining time of my licence. What Bullguard are offering is a free licence extension - why do Bullguard think their users want this, why would I accept a longer use of the software that decimated my computer as compensation for that decimation and the time I spent trying to fix it. I cannot believe that a company that is supposed to protect your computer would send you a file that decimates the operating system and then that company would refuse to repair customers PCs/offer refunds. There have to be questions as to whether the Bullguard product was fit for purpose when such an update was automatically sent to customers. I was dismayed by the faulty update, but the reaction of Bullguard has left me and a large number of other customers incredulous.
I've started to been alerted when very common apps started to be signaled as affected. Soon I have serious doubts that's all true, so I imediatelly have send the content of the 'quarantine' to BD. After that I used some other (btw, running Linux) computer, to browse over the forums. There the dark clouds of stupor, disperation and anger were deepening, but what soon was clear that was that (1) it is a false alert (2) we should not stop the computers, else their will not be able to restart (3) that such good advices are NOT comming from BD, which technicians seamed then somehow confused. What was, was.
Now, three days later, I was obliged to reinstall some apps, I still do not have PowerPoint working and all this bad part has not advice nor solution from BD.
But, even if I dislake their PR and QA in this situation, vue that I use bitdefender for many years and it evolved good, I maintain my trust in it, but I would like to see some kind of documentary made by bitdefender, about all that history and how was posible that saturday night an update which declares PowerPoint and Windows system genuine components as infected was launched without observing such an obvious fact! I will declare complete satisfaction for my work, lost sleep and pain by viewing such a documentary.
It's interesting that the Rescue CD referred to by Mr. Dode is based on LINUX.
Hi everyone, we wanted to let you know that the issue with Windows 64 bit OS experienced on Saturday was isolated and the update withdrawn shortly afterwards.
Our teams have been working around the clock to minimize the impact, including one-on-one support to fix the issue as quickly as possible. As my colleague Cristina mentioned above, we also have a rescue CD for those customers that are experiencing booting issues, anyone can access it here:
http://www.bitdefender.com/site/KnowledgeBase/consumer/#638 Very few users have been affected and we apologize for any problems caused.
Thank you for your understanding.
Best,
Raluca
Now we have Inq writers pre-empting the Linux fanboi crowd and telling us how stupid we are for not installing Linux.
Newsflash : some of us need apps that DON'T RUN ON LINUX.
And I've always found that insulting people is a very poor way of getting them to do what you want them to.
I have Win 7 64. A month ago I got the same problem when bitdefender, it flagged the samsung printer app. and the spamfighter .exe. Two legit softwares. I had to remove BD to restart the services. So, a month later they make the same mistake but even worst !!! Not very impressive and very amateurish.
If you're still experiencing issues you can visit, http://www.bitdefender.com/site/KnowledgeBase/consumer/#638, to download a reboot cd, or to find instructions on how to download a patch.
Why do these companies not do any testing of their updates on machines before issuing updates? Isn't this one of the reason you buy commercial software rather than rely on "free alternatives" which are not (supposedly) guaranteed to be production-ready, and why patches are often delayed? This is, indeed, a reason to switch to free alternatives.
About 1 month previous to the current issue, Bitdefender mistakenly blacklisted thousands of valid user licenses overnight which was a real headache especially for companies managing many such licenses. We were all give free licenses to make up for the hassle but this was also very damaging for them. One of the other big issues as well is that PCWorld, CNET and other such organisations (that review software) rate Bitdefender and Norton extremely highly. However, on the field no-one seems to like these products!.
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In IE9 Beta Announced last week, first trials went well, meaning system didn't light on Fire. However, Now first probs creep in. Partition won't open, BSOD, Staggered Cursor & interaction.
So Ultee' being Invisible in Ultimat Way, goes into 64 bit system & finds in safe mode, RED X on Audio button. sysems starts fixit, cann't sends user to restore, ask restore to search for bad files, Microsoft IQ+, errr, tech support automatically generates report, IE9 & Audio Sub sstem Intertwyned. Call SuperMann, eeerrr, skip restore & download new audio drivers from Main site.
Exracted won't open beyond Run. Restart, partition opens, audio RUNS. Microsoft +1 Data, User Imperial Scientist, General public out Tech $$$, Weaping & total time 1/2 hour Tech. so There,
further Reprts Are Disaster Strikes.
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Signed:Oscar Napolean Samuelson. AMP founder