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 ?
Best Answers
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Stanislav Posts: 278
Hello all,
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.
Product Owner, Remote Management services.7 -
Stanislav Posts: 278
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.
Product Owner, Remote Management services.6
Answers
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.
Hi
Getting this too - which specific setting is it in the malware default policy?
Thanks
Nick
Real Time Protection in Anti-Malware Policy
Brilliant thanks - did you find this also slowed every PC and the network generally?
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.
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!
Same issue here. All windows laptops receive that. Just trying this out now to get people working again. Thanks for the information
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
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 ...
Is the problem solved?
I too am waiting on a solution to this. This is impact lots of PCs!
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.
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.
@apcdigital1
D. Fowler
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
D. Fowler
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,
Thanks for this! Does Team Viewer user bitdefender or was this like a false positive?
@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.
@apcdigital1
D. Fowler