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Junto con el soporte de correo y LiveAssistance!, este servicio completa nuestra gama de opciones de soporte. Nuestros especialistas están listos para recibir y procesar los problemas y preguntas que nos envíe, en tiempo real. Le invitamos a contactar con nuestro Equipo de soporte Bitdefender y le rogamos que espere un máximo de 10 minutos para que su llamada sea atendida.

  •  Australia: (+61) 2801 48283, (+61) 2801 44572, (+61) 1300 954 574 (English - 24 hour service)

  •  Brasil: (+55) 11 395 88 765
    (Portuguese - Horas de trabalho: Segunda a Sexta, 9 AM - 5 PM)

  •  Canada: (+1) 647 955 1197 , (+1) 647 847 3405
    (English: 24 hour service. French: From Monday to Friday, 9AM - 5 PM EST)

  •  Deutschland: (+49) 2319 8928 017, (+49) 2318 868 043
    (Deutsch - Geschäftszeiten: von Montag bis Freitag von 09.00-19.00 Uhr)

  •  Espańa: (+34) 902 190 765
    (Espanol - Horas de oficina: de Lunes a Viernes, 09 AM-18 PM)

  •  France: (+33) 8 92 561 161 (0,34€ TTC / min)
    (Français - Heures de travail: du Lundi au Jeudi 09:00-12:30, 13:30-19:00; Vendredi 09:00-12:30, 14:00-19:00)

  •  Italiano: (+39) 0699 268 342
    (Italiano - dal Lunedi al Venerdi, orario d'ufficio 09.00 - 18.00)

  •  New Zealand: (+64) 998 535 51
    (English - 24 hour service)

  •  Osterreich: (+49) 2319 8928 017, (+49) 2318 868 043
    (Deutsch - Geschäftszeiten: von Montag bis Freitag von 09.00-19.00 Uhr)

  •  Romania: (+40) 21 300 1226, (+40) 21 300 1227
    (Română - serviciu nonstop)

  •  Schweiz: (+49) 2319 8928 017, (+49) 2318 868 043
    (Deutsch - Geschäftszeiten: von Montag bis Freitag von 09.00-19.00 Uhr)

  •  United States: (+1) 954 928 2780,
    (+1) 954 414 9655
    (English - 24 hour service)

  •  United Kingdom: (+44) 208 819 2649
    (English - 24 hour service)

  •  WorldWide: (+40) 21 264 1794
    (English - 24 hour service)

The system appears infected

If the system appears infected but BitDefender does not detect anything please send us an email at support@bitdefender.com with the following information that will help us understand the cause and provide you with a quick solution:

NOTE: This information will be used for malware analysis only and will be treated accordingly.

1. Describe the behavior of the computer that led you to belive the system is infected;
2. Provide a screenshot displaying the malware or the effects of the malware (if applicable);
3. Update your BitDefender, run a Deep System scan and send us the scan log attached to the email;
4. A BDSI log (as described below):
- Save BDSI.zip on the computer and extract it to a location of your choice;
- Run BDSystemInfo.exe;
- Click the "Create log" button to start generating the log; A small window will appear displaying a progress bar indicating that the tool is creating the report;
- When the small window disappears then the report is complete and a new file named "bd_sys_log.xml" has appeared on your Desktop;
- Attach the "bd_sys_log.xml" file to an email and send it to our Support Department.
5. A GMER log (as described below):
- Save GMER.zip on the computer and extract it to a location of your choice:
- Run gmer.exe;
- Allow the tool a few moments to perform the initial scan;
- Click on the "Scan" button from the lower right side of the window; you will notice that the button will change to "Stop" indicating that the tool is creating the report;
- When the scanning process is over the button will change back to "Scan";
- Click on the "Save..." button and save the log to a location of your choice, naming it "gmer.log".
- Attach the "gmer.log" file to an email and send it to our Support Department.

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