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reprieve
New Member

Date Joined Jan 2005
Total Posts : 6

Posted 2-19-2005 8:22 (GMT +1)

I've been in the habit of turning off 5.0 anti-virus when not connected to the internet. I have just begun getting an error message and cannot turn BG 5.0 anti-virus on. (The firewall will turn on, the AV will not turn on. The message says: ".... An error-report has been generated. In order for us to analyze the problem and improve our product, it is important that you send it to us."

When I selected "send the report to Bullguard", pop-up response tells me the message is already on the (BullGuard) server. I do not know how to access / where to find "my" copy of the error report in the BullGuard files on my PC. Have Windows XP Pro, SP-2, all patches / updates.

Did a System Restore, after reboot system restore advised: "Some folders were renamed to preserve their files. ...."

These folders were:

pattern location: C:\Windows\AU_Temp\AU_Down

AU_Down location: C:\Windows\AU_Temp

AU_Temp location: C:Windows

They were assigned new names:

pattern (2)

AU_Down (2)

AU_Temp (2)

I went to IE, deleted temporary internet files / offline content / cookies / history.

I went to Start / All Program / Accessories / System Tools / Disk Cleanup .... and noted downloaded program files .... trendmicro for on-line scan, for instance.

The top line entry showed: DAMAGED >>>> it was 9F1C11AA-197B-4942-BA54-47A8489BB47F

My understanding is that when I need this file again (Windows Update) .... the file will be downloaded automatically. I removed the damaged file. Rebooted, then visited Windows Update via link from start-up menu to confirm all was "connecting" properly.

I am wondering if this "damaged" state of the AU_Down and AU_Temp files may have had an impact on the BullGuard AU and might be causing the "crash" / error report? Hoping this may self-correct <grin> ... or is it recommended I uninstall / reinstall BG? BG 4.5 used to have a "repair" option. I do not see "repair" option for BG 5.0 anywhere. If I uninstall, I will have to do another entire download. On dial-up. Am considering reverting to 4.5 ....

gtgfn (got to go for now) .... will be running defrag. Will look for any responses when I return in a few hours.

thanks in advance,

reprieve
New Member

Date Joined Jan 2005
Total Posts : 6

Posted 2-19-2005 3:31 (GMT +1)

Fixed with simple uninstall / re-install of BullGuard 5.0

It only took a few minutes, once I got the new download. If it's any help to the developers, I may have triggered a software conflict in the following sequence of events: started my dial-up process .... while modem was dialing, clicked on BG icon to turn on AV and Firewall. I'm beginning to think the Windows Update software and the BG software ran into each other in a sense of nano-second timing. At any rate, I'll turn on BG AV and Firewall FIRST, now, before initiating dial-up connection.

I'll be keeping the Bullguard 5.0 installation download package in a safe place in case there's ever a future need to do a simple uninstall / re-install.

Regards,

reprieve
New Member

Date Joined Jan 2005
Total Posts : 6

Posted 2-19-2005 6:41 (GMT +1)

Update >>>

An incredibly rapid response from support@bullguard.com reminded me that the Bullguard 5.0 folder is usually located in C:\Program Files\BullGuard Software\Bullguard 5.0 The error report would have been stored as Bullguard.RPT, but this error report was erased with the uninstall / reinstall. I regret not having checked my eMail before I did the fresh download / uninstall / reinstall (which after download only took a few minutes). I found their response had already arrived in my INBOX.

In the meantime, I have done some more thinking about what may have caused the conflict I experienced, as described in the first post in this thread (above).

Since updating to BG 5.0 in January, I never had a conflict with simultaneous dial-up / turning on BG AV Yesterday, I finally said "yes" to Windows Malicious Software Removal Tool - February 2005 (KB890830) and Microsoft GDI+ Detection Tool (KB873374) (I know, it's been sitting there for months). I had procrastinated on running those two since they were non-issues on this PC.

After running those two Windows Update software programs, there was no indication that anything was amiss until after I turned my machine off. The inability to turn on BG AV first (and immediately) showed up on my next boot.

Unfortunately, since the report no longer exists, it will not be possible to precisely identify the cause. However, I really suspect one of the above two Windows Updates files caused the conflict, even though my history at http://v5.windowsupdate.microsoft.com shows "successful" for these two on 02/18/05. This thought is further reinforced by the fact that there are no other updates at Windows, and BullGuard AV definitions were COMPLETELY up-to-date at the time.

For BullGuard users who are experiencing any problem whatsoever, I highly recommend contacting them by eMail. (support address at the bottom of every forum page). Look for the Bullguard.RPT in the Bullguard 5.0 folder and send it to them as an attachment. I have found their phenomenally rapid response a delight.

Thank you.

Reprieve

P.S.

In case anybody is wondering, I wanted to mention that my BullGuard 5.0 is once again fully functional.

Andrei M
Forum Moderator

Date Joined Jan 2005
Total Posts : 570

Posted 2-19-2005 7:07 (GMT +1)

Hello Reprieve,

I am glad that this issue has been solved.
I will also forward your conclusions about the software conflict to the developers team, and they will see how can this help.

Thank you for your collaboration.

Andrei Marius Cristof
BullGuard Support Team
support@bullguard.com
www.bullguard.com

suspect any spyware/adware? download >hijackthis< and post the log file it creates.
also don't forget to test >the free 60days Bullguard trial<

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