Announcements
Posted by Bibi73
Henagon

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 ? 

ProbEndpoint.PNG

 

25 Replies
2 Accepted Solutions

Accepted Solutions
Posted by Remote Management Staff
Remote Management Staff
Solution

Re: A problem has occurred in BitDefender threat scanner

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: 

  1. Go to the Endpoint Protection policy in the Management Console and disable Real-time protection, save the policy.
  2. Wait 1 hour for the new definition updates to be installed
  3. 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.
Posted by Remote Management Staff
Remote Management Staff
Solution

Re: A problem has occurred in BitDefender threat scanner

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: 

  1. Go to the Endpoint Protection policy in the Management Console and disable Real-time protection, save the policy.
  2. Wait 1 hour for the new definition updates to be installed
  3. 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.
25 Replies
Posted by LanceDuck
Digon

Re: A problem has occurred in BitDefender threat scanner

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.

Posted by PSmart
Electron

Re: A problem has occurred in BitDefender threat scanner

Hi

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

 

Thanks

Nick

Posted by LanceDuck
Digon

Re: A problem has occurred in BitDefender threat scanner

Real Time Protection in Anti-Malware Policy

Posted by PSmart
Electron

Re: A problem has occurred in BitDefender threat scanner

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

Posted by LanceDuck
Digon

Re: A problem has occurred in BitDefender threat scanner

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.

Posted by PSmart
Electron

Re: A problem has occurred in BitDefender threat scanner

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!

Posted by danielthewinter
Electron

Re: A problem has occurred in BitDefender threat scanner

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

Posted by Rebos
Henagon

Re: A problem has occurred in BitDefender threat scanner

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

Posted by Coffee
Neutron

Re: A problem has occurred in BitDefender threat scanner

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 ...