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Windows Security Essentials block me from installing Bitdefender Total Security

(2 posts)
  • Started 1 year ago by elbieclaassen
  • Latest reply from StringJunky
  • Topic Viewed 1863 times

elbieclaassen
Posts: 1

PLEASE HELP...!!!

A few weeks ago my desktop PC's screen started to change into small blocks all over the page as soon as I connected to the internet.

I struggled for nearly 2 weeks since I bought Bitdefender Total Security 2013 from their website, to install it, but until now I still get the message that I must uninstall MSE manually, then try again to install Bitdefender.

I uninstalled MSE with Control Panel, Programs and Features. If I click Start, All Programs - Microsoft Security Essentials does not appear on the list anymore. I have restarted my computer at least more than 10 times, because I kept on trying to find all components of MSE with Fixit, as their tech support suggested, but it does not appear on the programs list on Fixit. I get this: "If you do not see the program select "Not Listed". If I do so, I get a page that prompts me to enter the product code. I do not have a product code for Microsoft Security Essentials..! In the list of programs on Fixit, the words "Name not available" appear on the program list 7 x times, each with a product code that can see briefly when I hover the mouse over each of them.

Herewith a copy of their email to me, and even though I contacted them again and again, I got no reply back from them...

"On Wed, Mar 6, 2013 at 11:54 AM, BitDefender Customer Care <support@bitdefender.com> wrote:
Dear Elbie,

First and foremost, we wish to express our apologies for the encountered
situation and for the delay of our answer.

After analyzing the information we received from you we concluded that there
are other security solutions or applications installed on your system, which
could conflict with Bitdefender:

- Microsoft Security Essentials

Running multiple security solutions on the same PC may affect their proper
functionality as they compete for access to the same system resources. Even if
they are turned off, there are some active processes running in the
background.
We recommend you to uninstall or turn OFF other security solutions in order
for Bitdefender to work properly.

--------------

[How to uninstall Microsoft Security Essentials]

Use our FixIt Tool to uninstall Microsoft Security Essentials.

This tool is designed to fix uninstallation issues like, MSE registry issues,
removes remnants of Microsoft Security Essentials from your computer.

a. To do this run the FixIt tool from the following links.

b. Click the below link and select Run Now button.

http://support.microsoft.com/m....._Uninstall

c. After downloading and running for the first time

d. Select Run on small pop-up window and select Run on Internet
Explorer-Security Warning Window.

e. Select Detect problems and let me select the files to apply.

f. Select Uninstalling.

g. After detecting problems Select Microsoft Security Client to uninstall and
click Next.

h. Repeat the steps from b to f and, this time select Microsoft Antimalware
from list to uninstall and click Next.

--------------

After completely removing the other security solutions let's restart the
installation process of your Bitdefender product as follows:

Run the appropriate uninstall tool to remove all the files that were installed
before the process halted.

- If you have encountered the installation issue during the upgrade process
from 2012 to 2013 save and run (right-click and select Run as administrator
for Windows Vista/7) the uninstall tool linked below:

www.bitdefender.com/uninstall

- If you tried installing Bitdefender 2013 use the tool from the location
below:

www.bitdefender.com/files/Know.....l_Tool.exe

Now reboot your computer and retry installing your product using the latest
installation kit available for download. Please note that you need to download
(save) the installation kit prior to running it:

The Bitdefender Total Security 2013 installation kit can be downloaded from
here:

[32-bit]
http://download.bitdefender.co.....13_32b.exe

[64-bit]
http://download.bitdefender.co.....13_64b.exe

[How to check if your computer is a 32bits or 64bits]

Please right click on the icon MY COMPUTER located on your desktop and go to
PROPERTIES. There, under system information and computer information you will
see a notification about your computer being a 64bits. If none (nor one about
32bits) then your computer is a 32bits one.

Note:
- if using Vista or 7 you will see if your computer is either 32bits or
64bits.
- if using XP you will only see it mentioned ONLY if your computer is a
64bits.

During setup you will be prompted for your license key: 5ZVMLMJ

More information on how to register Bitdefender 2013 is available in this
article:

http://www.bitdefender.com/sup.....-1007.html

Elbie, please let me know how everything is going. I am looking forward to
hearing from you.

Best regards,
Martina Popovska
Bitdefender Technical Support Engineer
-------------------------------------

I replied to her :
Dear Martina,

Thank you for your email, but it did not help, I struggled from this morning until now - but I still get the message that I must uninstall MSE manually, then try again to install Bitdefender.

I downloaded the Bitdefender Total Security 2013 installation kit from your email, 64-bit link, which appears in my Downloads. It didn't give me the option to save it, as you suggested. When I open it and click on "Continue" - I get the message that Bitdefender cannot uninstall MSE automatically, and that I must do it manually. BUT I'VE DONE IT OVER, AND OVER - I REINSTAlLED MSE, UNINSTALLED IT AGAIN, REBOOTED THE COMPUTER EVERY TIME, and I still get the same message..!

In other words, everything worked well in your email from a. - f. In step g. - there is no Microsoft Security Client, to select. The also is no Anti-malware in the list.

Martina, PLEASE HELP ME - I live in Kampala, Uganda, and I feel like throwing my computer out the window..!!!

Looking forward to your message..! :-) ♥

Kind regards,
Elbie

I don't get any support from them...!!! Please help me, I'm no computer expert, and need your help desperately..! I paid by credit card and the transaction went through.

Posted 1 year ago
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StringJunky
Posts: 2454

Hi

Get Comodo Program Manager and install it: http://programs-manager.comodo.com/

Reinstall MSE

Select MSE in the programs list in Comodo and follow prompts. MSE's uninstaller will run first. Ignore any prompt to reboot. Remove everything Comodo finds then reboot. Then try reinstalling your program.

Tony

Posted 1 year ago
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