We can create a Support Tool log from a device even when Bitdefender installation failed. The Support Log usually contains information about the reason of a failed installation. We will then be able to recommend the proper measures of troubleshooting.
First let’s prepare the machine for the Bitdefender installation, by removing all traces from the previous failed installation attempts:
- Download the Bitdefender BEST removal tool and save it on the device:
- Open CMD with Admin privileges.
- Go to the location of the tool using the command CD followed by the path to the file
- Type the name of the file, usually it should be BEST_uninstallTool.exe /bdparams /bruteForce and press Enter. If you have an uninstall password set, use the command BEST_uninstallTool.exe /bdparams /password=followed by the password that was set then hit Enter.
- A new window will appear on the screen, please wait until the window will finish the process.
After the removal process, now we install Bitdefender again. I have had only a few cases in the last 5 years, where we had to create a simplified installer: go to Network -> Packages -> Add -> Uncheck all the Modules leaving only the Antimalware -> Save.
Once the package has been saved -> select the package that you just created -> Download -> Choose Windows Kit (32-bits or 64-bits) which will download the full installation kit. The stub installers: “send download link”, “Install on this computer” and “Windows Downloader” will still download the complete package during the install. This creates another opportunity for failure and is the least reliable option, so only use the FULL installer here.
If the installation is successful, then it will be necessary to add back the required modules: go to GravityZone console -> select the device on which Bitdefender was just installed -> Task -> Reconfigure Client -> and in this window select the modules that you want to add to the Endpoint. -> Save.
Let me know if you are able to install Bitdefender successfully. In case you run into issues, please provide us with a fresh Support tool log. By following this link, you will find complete information on how to create the log:
The Support Tool can be downloaded from the Bitdefender Control Center> Help & Support section, or from the following links:
Please run the Support Tool with administrative rights.
Once the process is complete, you will have an archive created on your Desktop, named BDST_XXX. Attach the Support Tool log to your reply or, if the file is too large to email, you may upload it to a file sharing service such as Sendspace.
If using Sendspace, please do not use their email option with the “To:” and “From:” fields. Instead, use the Upload button and send us the resulting download link.
We will then analyze the data and get back to you with an update in the shortest time possible.