BullGuard just informed me that an infection was blocked. What do I do now?
If the infection was only blocked, then you need to click on More options in the virus notification pop-up. You will see two removal options in the new screen, Move to Quarantine and Delete. Use these in order to remove the infection. If the virus is still not removed, use the Contact Support option in order to receive manual removal instructions.
What is Real-time Protection?
The Real-Time Protection is the BullGuard component which scans files, registry keys and emails when these are accessed. The option should always be turned on, in order to prevent viruses from executing themselves.
This type of protection is complemented by the On Demand scanning engine, which allows you to run a full or custom scan of your machine. Learn more about scanning here: Guide to scanning
What are the best virus removal settings for Real-time Protection?
We recommend that you leave the default settings in place, as they assure an optimal protection and balance between protection and resource consumption. When an infection is detected, you will be able to use the additional removal options yourself from the More options button if the infection is not removed by the default settings.
What happens if I have 2 AVs running side by side? Am I more protected?
Having two or more Antivirus applications with real-time protection installed on one PC does not guarantee 100% protection. Some applications may detect files that others have missed, but the resource consumption will become, over time, a decisive factor in keeping both applications running. We strongly recommend uninstalling all other security applications before installing BullGuard.
How do I scan my computer?
1) Close all open programs - In order for BullGuard to make a complete scan, you need to shut down all open programs. Especially your email-client (i.e. Outlook, Outlook Express or Eudora) is important to shut down.
2) Make sure BullGuard knows the latest viruses - Before you let BullGuard scan your computer you should make sure that BullGuard is up-to-date with its virus definitions, since new viruses are found and identified every day. Please open BullGuard and select the Home section. There click on Check for updates.
3) Follow the scanning guide.
Why can't BullGuard disinfect or delete a virus found on my system?
Sometimes BullGuard will not be able to automatically remove a found virus.
This will happen if the virus resides inside file-formats to which BullGuard does not have access, for example in your mail-archive.
1) Legal rights - BullGuard does not have the legal rights to modify some types of archives (such as like e-mail archives, .cab archives, .zip, .ace or to modify some system, protected files and locations such as System Restore.
2) BullGuard cannot remove an infected file when:
The virus is already loaded in the active processes.
The infected file is started as a system service.
How do I remove viruses that BullGuard could not remove?
(In rare instances, BullGuard is not able to remove an infected file automatically.)
At the end of the scan, use the available Fix button until all three removal methods (Move to Quarantine, Delete, Disinfect) have been tried out. If the infections persist after trying these options, the Send log button will become available. You can use this to email your scanlog to the Support Team and receive manual removal instructions through email within one hour / 24 hours.
Note: Make sure your username is a valid email address before submitting the scanlog, otherwise our reply will not reach you.
Why does it take so long to scan?
The time BullGuard takes to scan depends on what you set it to scan: for example, if you choose to scan My Computer, it will take longer than if you only choose to scan one drive. It also depends on the number and size of your hard disk or of the drives or folders you choose to scan.
What happens if a file is sent to Quarantine?
If a file is sent to Quarantine, it is rendered harmless. It will however not be removed from your computer. You can then choose to remove the file completely or restore it on your PC, in case of a false positive. You can do so from the Antivirus section in BullGuard > Virus Quarantine section.
Can I remove the quarantined files?
You can remove quarantined files from the Antivirus section in BullGuard > Virus Quarantine menu. Simply tick the box next to the file you wish to remove and click on Delete. If you wish to remove all files from Quarantine, tick the box next to File-name and only then click on Delete.
What happens with the quarantined files I submit to your virus laboratory?
These are analyzed and stored in a virus database.
What are skipped files? Should I be worried?
Please note that it is not abnormal for some files to be skipped during a scan as they are usually Windows locked files, files in use by the operating system, protected files, log files etc. These are highly unlikely to be infected.
How can I improve the speed on my computer?
If you feel that BullGuard is slowing down your computer, there are settings that you can manipulate to improve the speed of your computer.
Please note that most of these changes will result in less security. This is the trade-off between speed and security that will always exist.
1. Go to your BullGuard by double-clicking on it in the tray icon (next to the clock).
2. Go to Anti-virus section > Antivirus Settings tab, and change the settings for BullGuard's virus-protection.
I submitted a scan-log from my computer, but I haven’t heard back from you yet?
Make sure that the scan-log was submitted with your email address. When submitting the scan-log, BullGuard automatically prefills the email-address field with your BullGuard username, but in some cases this might not be your working e-mail address. Perhaps it is outdated, or, if you have purchased BullGuard in a box, it may have the format of userXXXXXXX@bullguard.com. In these cases, you will need to fill in your actual working email-address in order for us to be able to get back to you.
If you did not find the solution you were looking for, please feel free to contact our Support.
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