A problem has occurred in BitDefender threat scanner

Hello,

Since few hours, I get this message on almost all computer with Endpoint installed. Almost impossible to close the context menu, it reappears immedialetly and computer are slow. The only way is to uninstall Endpoint... I think there is a conflict between Endpoint abd the Windows antivirus. Am I the only one ? Do you have a solution ?

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Accepted answers

Stanislav

Hello,

The message below was posted on Friday and it describes what happened and how to recover computers in case the same issue is still persisting.

This morning we encountered an issue with the Endpoint Protection virus signature update. Due to this, end users starting receiving Error messages on the devices where Endpoint protection was installed.

Within 1 hour the problem was fixed and new signature updates were deployed.

A subset of a few devices might be stuck in the crash loop and get the error message, for this please try the solution below:

Go to the Endpoint Protection policy in the Management Console and disable Real-time protection, save the policy.
Wait 1 hour for the new definition updates to be installed
Activate back Real-time protection.

By disabling the Real-time protection for 1 hour the risk will be minimal.

If this is not an option for you, another solution would be to perform a clean re-install of the Endpoint protection.

Disable Real-time protection in the Policy as described above
Trigger the uninstall process from the Endpoint Protection Devices tab in the Management console
- Select the device click on the 3 dots on the right side and select uninstall.
Reboot the device and allow a few minutes for the uninstall process to clear all protected drivers.
Activate Endpoint protection again.

We apologize for any inconvenience created by this situation and we will try to make sure this will not happen again.

Stanislav

Hello all,

Within 1 hour the problem was fixed and new signature updates were deployed.

A subset of a few devices might be stuck in the crash loop and get the error message, for this please try the solution below:

Go to the Endpoint Protection policy in the Management Console and disable Real-time protection, save the policy.
Wait 1 hour for the new definition updates to be installed
Activate back Real-time protection.

By disabling the Real-time protection for 1 hour the risk will be minimal.

If this is not an option for you, another solution would be to perform a clean re-install of the Endpoint protection.

Disable Real-time protection in the Policy as described above
Trigger the uninstall process from the Endpoint Protection Devices tab in the Management console
- Select the device click on the 3 dots on the right side and select uninstall.
Reboot the device and allow a few minutes for the uninstall process to clear all protected drivers.
Activate Endpoint protection again.

We apologize for any inconvenience created by this situation and we will try to make sure this will not happen again.

All comments

azuz5546

apcdigital1

@Seckorateam

As I understand, ITBrain anti-malware endpoint protection does use BitDefender signatures as part of its database to protect against threats. The product does not use BitDefender exclusively.

Using TeamViewer alone for remote connection does not use BitDefender signatures or ITBrain anti-malware endpoint protection as it is a separate product.

Seckorateam

Thanks for this! Does Team Viewer user bitdefender or was this like a false positive?

Stanislav

Hi, Thanks for this feedback.
We already took some steps to prevent this from happening again. We will improve the behaviour not to create any discomfort for the end users in case it happens again. Faulty signatures can happen once per year or so, this is usually the cadence for all vendors. Usually, they are fixed within 1-3 hours, however this time the big red message and the crash loop slowed down some computers and created a lot of work for the IT admins.

We read and take note of all feedback in the community and from incoming calls and e-mails to further improve the service.

Thanks for understanding.
Best regards,

apcdigital1

@Stanislav, We followed those steps. We had lots of clients calling all at once, and it created havoc at our office. Thank you for your reply.

Stanislav

Hello,

The message below was posted on Friday and it describes what happened and how to recover computers in case the same issue is still persisting.

Within 1 hour the problem was fixed and new signature updates were deployed.

A subset of a few devices might be stuck in the crash loop and get the error message, for this please try the solution below:

Go to the Endpoint Protection policy in the Management Console and disable Real-time protection, save the policy.
Wait 1 hour for the new definition updates to be installed
Activate back Real-time protection.

By disabling the Real-time protection for 1 hour the risk will be minimal.

If this is not an option for you, another solution would be to perform a clean re-install of the Endpoint protection.

Disable Real-time protection in the Policy as described above
Trigger the uninstall process from the Endpoint Protection Devices tab in the Management console
- Select the device click on the 3 dots on the right side and select uninstall.
Reboot the device and allow a few minutes for the uninstall process to clear all protected drivers.
Activate Endpoint protection again.

We apologize for any inconvenience created by this situation and we will try to make sure this will not happen again.

Bibi73

Install the latest windows updates and restart it. I had the same problem and it solved it.

ITCONSULTING

I have trouble reinstalling Endpoint Protection on some PCs. Have you guys the same problem ?
Error 14: Error 3. Tried to reboot, not working either.

apcdigital1

Every one of my clients has this error on their computers today.

I've spent the day trying to fix the problem.

Not very impressive.

LanceDuck

All working again, Thanks

Hansolo1

Same problem here. Solved it with uninstall.

Bepo

Hi, we are managing a customer that has ITbrain endpoint protection. They had Kaspersky endpoint antivirus and Malware-bytes witch was removed before installing ITbrain. TeamViewer 13 with IT brain was installed few days ago 24.01.-28.01. approximately. Today some clients started getting continuous errors; ITbrain - Failed to Initialize IPC and BitDefender Threat Scanner - A problem has occurred in BitDefender Threat Scanner. A file containing error information.... etc. BitDefender was never installed on this site so I guess it's part of IT Brain. Also they have windows 10, 64-bit OS. We temporarily uninstalled IT Brain. Any ideas?

darkecloud

I see you posted the solution update while I was composing my message. I will try the presented solution and post here again if there is still a problem.

darkecloud

I too am waiting on a solution to this. This is impact lots of PCs!

Stanislav

Hello all,

Within 1 hour the problem was fixed and new signature updates were deployed.

A subset of a few devices might be stuck in the crash loop and get the error message, for this please try the solution below:

Go to the Endpoint Protection policy in the Management Console and disable Real-time protection, save the policy.
Wait 1 hour for the new definition updates to be installed
Activate back Real-time protection.

By disabling the Real-time protection for 1 hour the risk will be minimal.

If this is not an option for you, another solution would be to perform a clean re-install of the Endpoint protection.

Disable Real-time protection in the Policy as described above
Trigger the uninstall process from the Endpoint Protection Devices tab in the Management console
- Select the device click on the 3 dots on the right side and select uninstall.
Reboot the device and allow a few minutes for the uninstall process to clear all protected drivers.
Activate Endpoint protection again.

We apologize for any inconvenience created by this situation and we will try to make sure this will not happen again.

istis

Is the problem solved?

Coffee

Got the same issue on my 86 year old father in law's pc.
My workaround: I used
https://login.teamviewer.com/nav/itbrain/antimalware/policies
to remote uninstall the feature and it seems that the issue is gone.
The Windows Defender took over virus protection again.

Well ... I'll keep my fingers off Remote Management feature from teamviewer now.
I need teamviever to help to solve problems - not to create new ones ...

Rebos

Looks like a new dispatch of updates has been applied by TV. The errors occurred this morning at our site(s) and they seem to be quiet again now

in the meantime i tested a separate policy for IT-Brain on a single client and without Realtime Protection set to active, the errors got banished. once the RTP was set back to active, the BitDef errors popped up again. BitDef is just reacting to the AppCrash of IT-Brain.

Again, TV seem to have deployed an update that solves the matter

danielthewinter

Same issue here. All windows laptops receive that. Just trying this out now to get people working again. Thanks for the information

PSmart

OK, so I don't have another underlying issue then! I take it you've already raised it with support? Don't want to bombard them!

LanceDuck

Yes it did, constant pop-ups and programs not responding. Let’s hope it’s resolved quickly so we can have real protection running again.

PSmart

Brilliant thanks - did you find this also slowed every PC and the network generally?

LanceDuck

Real Time Protection in Anti-Malware Policy

PSmart

Getting this too - which specific setting is it in the malware default policy?

Thanks

Nick

LanceDuck

My Company has this issue also, if you turn off Active protection in Malware Default policy will stop the message pop-ups until resolution is supplied by TeamViewer.