BitDefender apologises for faulty update

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False positive problem.

BitDefender has been forced to apologise for a faulty update that caused multiple Windows and BitDefender files to be quarantined.

On Saturday, the company released an update for 64-bit systems that was available for around three-and-a-half hours. It originally stated that it was ‘possible that BitDefender detects several Windows and BitDefender files as infected with Trojan.FakeAlert.5'.

BitDefender CEO Florin Talpes claimed that it had "solved the problem for many of our users already and we are continuing to work relentlessly to rectify the problem for all users still affected".

He explained that the update that it was working on was uploaded prematurely in its servers, and while the update affected only products running on Windows 64-bit systems, it affected some of its home user product line as well as BitDefender Business Client and BitDefender Security for File Servers.

The problem lay with certain BitDefender and Windows files being detected as a trojan and being moved to quarantine. This led to BitDefender no longer running resulting in applications not working or Windows not being able to start.

Of those affected, Talpes believes that only a fraction were not able to apply the new update, and from those many have already been assisted. He said: “We continue to support those of our users who currently require further assistance. Our teams are working around the clock to minimise the impact, including one-on-one support to fix the issue as quickly as possible.

“We have been providing information to our users via support articles that are updated regularly as we implement solutions for the various customer configurations that are brought to our attention.”

He assured users that "this incident was an isolated one and that we will work with each of you to solve your problems" and offered apologies for the inconvenience this has caused.

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