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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.
Posted by apcdigital1
Digon

Re: A problem has occurred in BitDefender threat scanner

@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.
Kind Regards
@apcdigital1
D. Fowler
Posted by Remote Management Staff
Remote Management Staff

Re: A problem has occurred in BitDefender threat scanner

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,

Product Owner, Remote Management services.
Posted by Seckorateam
Henagon

Re: A problem has occurred in BitDefender threat scanner

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

Posted by apcdigital1
Digon

Re: A problem has occurred in BitDefender threat scanner

@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.

Kind Regards
@apcdigital1
D. Fowler
Posted by azuz5546
Henagon

Re: A problem has occurred in BitDefender threat scanner

hi