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KNOWN ISSUES

For problems you may be encountering with your BullGuard, please consult this list of known issues that we are currently trying to solve solve permanently or provide answers, fixes or workarounds for.

GENERAL

Issue 1.     Whenever I try to update BullGuard or check my account status I get this error message: This function is not available before you have a registered user.

Cause

 The problem is caused by a registry key being deleted mistakingly by other registry cleaning software.

Solution

 1.       Close BullGuard by right clicking it's icon in the system tray (lower right corner of the screen), and choosing "Close".
2.       Open BullGuard again by clicking the desktop shortcut, or via Start > All Programs > BullGuard.

 

 

Issue 2. I've installed BullGuard and its icon does appear in the system tray. But when I click it, BullGuard's console doesn't come up.

Cause
This problem occurs on computers with preinstalled operating systems and it's due to a specific registry entry.

 

Solution
1. Download the registry fix for this problem and save it in a location where you can easily find it later.
2. Close BullGuard by right clicking its icon from Windows' system tray (bottom-right corner of your screen) and selecting Close.
3. Double-click the fix file and answer Yes when prompted: "Are you sure you want to add the information in \fix.reg to the registry?".
4. Another dialog will appear, displaying the following message: "Information in \fix.reg has been successfully entered into the registry". Click OK.
5. Start BullGuard manually from the Start > All Programs menu.

Note: This fix may need a system reboot in order to be implemented.

 

This fix can be applied manually by following these steps.

 

Issue 3. I get an error message when installing BullGuard: "The side by side configuration is incorrect!" - then I have to abort installation.

 

Cause

BullGuard's installer includes a Microsoft Visual C++ Redistributable package. In case that package in not installed correctly, the above error message appears causing BullGuard not to install as it should.

 

Solution

Please install this package from Microsoft before installing BullGuard. The patch is supported on Windows 98 / 98SE / ME, Windows XP SP2 and Windows Vista.

 

1. Download the file called vcredist_x86.exe.

2. Run (double-click) the file from the location where you have downloaded it.

3. Restart the computer and retry to install BullGuard.

 

Should the problem persist, please contact our Support.

 

IMPORTANT! Please read all instructions for installing this package from the above link.

 

Issue 4. I get an error message when registering BullGuard: "Failed to initialize the Internet connection 102" or "Unknown error 102" - then I have to abort the registration process.

 

Cause

This error appears because BullGuard has been updated with a new type of secure connection with our servers.

 

Solution

1. Double click on the clock from the bottom right corner of the screen and verify whether the system date coincides with the current calendar date. If it does not, please correct it, then try to perform the registration procedure again.

 

2. Please go to the Start menu > Control Panel > Internet Options > Advanced tab. Verify whether the options "Use SSL 2.0" and "Use TLS 1.0" are both checked. If they aren not, make sure you place a checkmark in front of both of them then try to register again.

 

3. Try to access one of the following links:

 

https://www.bullguard.com/buymain/bullguard-internet-security.aspx

https://www.bullguard.com/my-account.aspx

 

If you cannot access them or get any errors, please contact your system administrator so that he can set up your computer to access the https protocol. If you can access these web pages, please move on to the next step.

 

4. Verify whether the option 'Work Offline' is checked. If it is, please uncheck it.
- If you are using Internet Explorer 7, the 'Work Offline' option can be found in the Tools menu.
- If you are using Internet Explorer 6, the 'Work offline' option can be found in the File menu.

 

5. In the Internet Explorer window, go to Tools > Internet Options > Connections tab > LAN Settings and check what boxes are ticked and if there is any proxy server address entered. Leave the option unchecked if it is not already activated.

 

If the option is checked, please open BullGuard and perform the following:

- Go to Main > Settings tab.
- Check "Use proxy settings".
- If needed, click on "change proxy settings" and enter your settings.
- Next, do not forget to click on "Save settings".
- To insure these settings are applied for automatic updates as well, go to Main > Overview.
- Click on the "Settings" button and a small window will open. Next, choose the Advanced tab.
- Check "Use proxy server" and click on "Use system proxy".

 

Should the problem persist, please contact our Support.

 

UPDATES & WEBSERVICE

Issue 1. I get this error when I try to login with BullGuard: Local error retreiving user data.

Cause
1.       An installed program is prohibiting BullGuard to properly make contact with our servers.
2.       A shared registry key used in the login process was deleted or rewritten by another program.



Solution
1.       Restart the computer in Safe Mode with Networking by following the below guides, but make sure you remember to choose this option and not the simple Safe Mode option when you do this. (XP GUIDE and VISTA GUIDE ).
2.       Open BullGuard, ignoring the error messages that will follow.
3.       Once the login window is shown, login with your registered username and passoword, making sure that the "Login automatically" box is ticked.
4.       Restart the computer back in Normal Mode.

Issue 2. I downloaded an important update for BullGuard which required a reboot. After I restart my machine, BullGuard downloads that same update again and gets stuck in this loop.

Cause
BullGuard's LiveUpdater keeps a flag on the disk called "PendingSystemReboot" when it needs a reboot to install updates. This file is scheduled for deletion at the same time as the updates are made, by use of a shared registry key. Some other application / installation package might want to use the same shared registry key, and replaces BullGuard's entries with its own. Thus, the PendingSystemReboot file never gets deleted, and the LiveUpdater gets stuck thinking it needs a reboot.

 

Solution
1. Browse to the following location on your PC and delete the PendingSystemReboot file manually:

 

C:\Documents and Settings\All Users\Application Data\BullGuard\LiveUpdate\Flags

 

2. Go to BullGuard's Main section > Account tab and update the application once more.
3. Restart your computer.

 

Note: "Application Data" is a hidden folder and you may need to follow these steps to make sure you can find it. Alternatively, you can hold the Windows key from your keyboard and press "R" at the same time. Copy-paste the path mention above into the "Run" dialog that appears and click OK.

Issue 3. I try to do an update and get the message "An error has occurred. The update sequence has been aborted" or "The LiveUpdate service is not running. The update sequence has been terminated".

 

Cause
The update file may be too large or BullGuard's Live Update service is not running.

 

Solution
1. Close BullGuard by right clicking its icon from Windows' system tray (bottom-right corner of your screen) and selecting Close.
2. Hold the Windows key on your keyboard and press "R" at the same time. This will bring up the "Run" dialog.
3. Type services.msc in that dialog and click OK to open the Services window.
4. Locate the service called "BullGuard LiveUpdate" and double-click it.
5. If the service status is "Stopped", please click the Start button. If its status is "Started", click Stop and then click Start again.
6. Close the Services window and restart your computer.
7. Try to update BullGuard afterwards and check if the problem still persists.

 

If these steps fail to solve the problem, please install the updates manually by downloading them from this link. These updates only work for BullGuard 7.0, so please contact Support if you have a different version of BullGuard or need more instructions on how to install them.

Issue 4. Error message: The antivirus engine is currently busy, and could not be stopped. The update sequence has been aborted.

 

Cause
BullGuard's "On-Access" scanning engine is busy scanning a large number of files or an "On-Demand" scanning session is under way.

 

Solution
1. Open BullGuard and go to the Antivirus-Antispyware section > Protection tab.
2. Click the [Turn it off] button.
3. Go to the Scan tab and stop BullGuard from scanning (if necessary).
4. Go back to BullGuard's Main section > Overview tab and press the Check & Update button to download and install the latest updates.

 

Note: Please make sure you switch BullGuard's "On-Access" protection back on afterwards, by clicking the [Turn it on] button from the Antivirus-Antispyware section > Protection tab.

Issue 5.After an update, my "Last check for updates" counter shows 0 minutes, but "Last updated" shows several hours or days.



Cause
The most likely reason is that your system's time and date are not set properly. This issue will also trigger a Windows Security Center alert which informs you that BullGuard's definitions may be out of date.



Solution
1. Double click the clock from the bottom-right corner of your screen (system tray).
2. In the Date and Time Properties window, please make sure the time and date are set correctly. If they're not, please reset them, click Apply and then OK.
3. Open BullGuard and go to Main > Overview tab.
4. Press the Check & Update button and choose to install any available updates. If BullGuard is up-to-date, you may have to wait until the next update in order for the "Last updated" counter to be reset.

ANTIVIRUS-ANTISPYWARE

No issues.

FIREWALL

Issue 1. I cannot access the Internet unless I switch off BullGuard's firewall. How can I configure it to solve this?

 

Cause
The most likely cause is that network accessed has been blocked for the most common programs you use on the Internet.

 

Solution
1. Open BullGuard and go to the Firewall section > Overview tab.
2. Make sure there is no check mark in the box next to the "Block entire traffic (Panic switch)" option.
3. Select the Advanced user level and go to the Profiles tab.
4. Make sure the "Custom Security" profile is active and then double-click it.
5. Select the Application Rules tab from the window that appears and allow Internet access for all your legitimate programs.
6. Click OK in order to confirm the changes and close BullGuard's console.

Issue 2. I cannot send or receive emails when BullGuard's firewall is on. I've checked the firewall rules and all the applications I trust are allowed to have Internet access.

 

Cause
BullGuard uses an "Email Monitoring Service" in order to scan your messages and filter the spam. This service is hosted by a Windows process called svchost.exe - the Generic Host Process for Win32 Services - and this is the executable file which will need Internet access to send or retrieve your messages. Thus, on most occasions, you will not find an entry for your email client among BullGuard's Firewall Rules.

 

Solution
1. Open BullGuard and go to the Firewall section > Overview tab.
2. Select the Advanced user level and go to the Profiles tab.
3. Double click the "Custom Security" profile and select the Application Rules tab from the window that appears.
4. Locate all the instances of "Generic Host Process for Win32 Services" allow Internet access for each of them.
5. Click OK in order to confirm the changes and close BullGuard's console.

Issue 3. I want to use the Cisco VPN client, but my system freezes upon connecting to the remote host.

 

Cause
Cisco VPN Client contains several files that are parts of ZoneAlarm Firewall.

 

Solution
1. Disable the Cisco Stateful firewall.
2. Browse to the C:\Windows\System32 folder on your computer and manually delete the vsdata.dll and vsdatant.sys files.
3. Reboot your computer.
4. Open BullGuard and go to the Firewall section (Advanced user level) > Profiles tab.
5. Double click the "Custom Security" profile and go to the Application Rules tab.
6. Make sure the Cisco VPN client is allowed to have Internet access. The default location of the file which needs Internet access is: C:\Program Files\Cisco Systems\VPN Client\CVPND.EXE
7. To avoid VPN server packets dropping go to the Advanced Rules tab and create the following rules:

 

Rule 1
Policy: Allow
Protocol: TCP
Direction: Outgoing
Remote Hosts: (your VPN host address)
Remote Ports: (your VPN port number)

 

Rule 2
Policy: Allow
Protocol: UDP
Direction: Incoming
Remote Hosts: 127.0.0.1
Local Ports: 62500-62600

 

Rule 3
Policy: Allow
Protocol: UDP
Remote Hosts: (your VPN host address)
Local Ports: 500, 4500

8. Confirm the changes by clicking OK and close BullGuard's console.

SPAMFILTER

Issue 1. When I open MS Office Outlook, I get the message: "A program is trying to access e-mail addresses you have stored in Outlook. Do you want to allow this?". Is this caused by BullGuard?

 

Cause
If BullGuard's Spamfilter is switched on, it is the most likely cause of this message. The spamfilter checks data stored in your email client in order to improve its accuracy.

 

Solution
We recommend you allow BullGuard to retrieve the information it needs from your email client and answer Yes to the above question. Additionally, you should choose to allow access for 2-5 minutes from the drop-down menu in that window and check that the following options are enabled in BullGuard's Spamfilter section > Overview tab:

 

* Automatically whitelist addresses I write to
* Automatically whitelist cc's of trusted senders

Issue 2. I can't see BullGuard's Spamfilter toolbar in my email client.

 

Cause
Either the toolbar has been disabled or the Spamfilter settings are incorrect.

 

Solution
1. Open BullGuard and go to the Spamfilter section > Overview tab.
2. Make sure this module is switched on and that the correct email client is selected in the drop-down menu.
3. Close and then re-open your email client.
4. For Outlook Express:

 

* Open Outlook and go to the View menu > Layout…
* Make sure the Toolbar check-box is ticked and press the Customize Toolbar… button.
* In the new window that appears, locate BullGuard's Spamfilter buttons in the "Available toolbar buttons" combo box.
* Select each one in turn and add them in the "Current toolbar buttons" list.
* Click Close and then Apply and OK in order to confirm the changes.

 

5. For MS Office Outlook:

 

* Open Outlook and go to the View menu > Toolbars.
* In the submenu that appears, make sure the "BullGuard Spamfilter" entry is checked.
* Go to the Help menu > About Microsoft Office Outlook.
* Press the Disabled Items… button.
* If the BullGuard Spamfilter is present in the "Disabled Items", list please select it and then press the Enable button.

 

Issue 3. I want to stop using BullGuard's Spamfilter footer in the emails I send, but the option is grayed out.

 

Cause
The "Include footer in sent e-mails" option from the Spamfilter section > Overview tab cannot be disabled if you have a free Spamfilter subscription. If yours is a paid or trial account and that option is still greyed out, please contact Support about the issue. The necessary changes will then be applied to your account.

BACKUP

Issue 1. I cannot access my backup drive through a web browser because of this error: "Internet Explorer could not open https://backupx.bullguard.com/backup/{...}/ as a web Folder. Would you like to see its default view instead?".

 

Cause
Our backup servers have recently been upgraded to a more secure setting. To cope with this technology, Microsoft has released a patch for Windows XP and Vista and you will have to download and install it manually from here. If this update does not solve the problem, please use the following…

 

Workaround
1. Open BullGuard's console and go to the Backup section > Restore tab.
2. Click the Browse Online drive option and login with your account details in the window that appears.
3. Choose to see the default view of your drive and copy the entire address of that page by right-clicking it and choosing the Copy option.
4. After that, please right click the Computer icon on your desktop and choose the Map Network Drive… option.
5. Paste the URL of your online drive in the "Folder" field from the window that appears.
6. Make sure that the "Reconnect at logon" option is ticked.
7. Click the Finish button.

Issue 2. I want to do a backup on a drive from my network, but BullGuard doesn't copy them to the location I specify.

 

Workaround

1. Hold the Windows key on your keyboard and then press "R" and the same time to bring up the "Run" dialog.
2. Type the network address (IP or name) of the destination PC in this form: \\192.168.0.1 or \\server.
3. Click OK. This will display the content of the remote location in a Explorer window.
4. Browse to the folder where you want to backup your files.
5. Right click that folder and select Map Network Drive...
6. Assign a letter for it and click OK.
7. Create a new backup profile in BullGuard's Backup section an configure it to send files to the newly created mapped network drive.

SUPPORT

No issues.