installing new (antivirus) software

Hi Naman,

Some viruses or malware goes to great lengths to prevent you from downloading, running, or applying a fix. To better assist you, we suggest that you install the antivirus software in safe mode. You can check this link: How to easily enter safe mode in windows 8? (One-click series). This link contains steps that you can perform to boot your device to safe mode.

Let us know if you need further assistance.

Thank You for your response Jelo. I had already tried that. It won't work. Actually I am trying to install Bit Defender. The process to do that is to install Bit Defender Agent which then downloads the setup for AV. And in safe mode since I can't connect to internet, the agent is unable to download the setup and the process stops there. I also tried to use an installer setup file of earlier version but unable to move forward.

In Safe Mode I also tried to remove the software from untrusted certificates list and was even successful in doing so. But when I restart in normal mode the certificates appear again in untrusted certificates. So the Bit Defender Agent won't work. Thus I am still stuck with the same problem.

We appreciate the response. I just want to confirm, have you tried booting in safe mode with networking to connect to the internet while in safe mode? If not, we suggest doing so by:

1. Press the Win+R key combination and type msconfig in the run box and hit enter.
2. Switch over to the Boot tab, and click on the Safe Boot and Network check box.
3. Restart your device.

Keep us updated with the outcome.

I tried that. For some reason the agent doesn't start downloading the installer setup in Safe Mode. It does so in normal mode, but then the installer doesn't run in normal mode.

Still virus = 1, me = 0 :(

To further assist you, we would like you to answer the following questions:

• Do you have a Bitdefender software installed before?
• If yes, have you uninstalled all Bitdefender related files?
• Which version of Bitdefender are you trying to install?
• Have you tried running the installer as admin?

In the meantime, you can also check the support website for Microsoft security software.

Looking forward to your response.

Yes I had installed the software before. It was there when I encountered this problem. I was unable to open the application so I thought of uninstalling it and installing it again. I then uninstalled it using Bit Defender uninstaller. And then the problem of untrusted certificates started and I visited this page.

And Yes, I have tried to install as admin, installer doesn't start at all as mentioned before. It is Bit Defender Total Security 2017.

My guess is when I uninstalled it using Bit Defender uninstaller, some files remained and the virus is not allowing to removing those files and because of that the untrusted certificates issue persists.