What to do when encountering technical issues on Mac? (How to generate a BDProfiler log) (Bitdefender)

1. Bring up the Bitdefender Antivirus for Mac interface. To open the product click first the B icon in your menu bar, then choose Open Main Window.

2. While the Bitdefender Antivirus for Mac app is open and selected on your screen, use the following keyboard shortcut:

Command ⌘  –  Shift ⇧  –  D

To use this keyboard shortcut, press & hold the Command (or Cmd) ⌘ key and the Shift ⇧ key, then the D key, then release all three keys.

NOTE: On a Windows PC keyboard you will not find the Command ⌘ key. If you do not have an Apple keyboard please use the Windows logo   key instead of Command ⌘.

3. Next click Help in the menu bar and select Run BDProfiler Tool.

4. After a short wait a file will be created on your Desktop, named BDProfilerTool_Output.zip.

5. Reply to the Bitdefender support team via the open ticket you have with us and attach this log file.

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1. Download the BDProfiler tool from this location.

2. Follow this step only if your Mac runs Mojave 10.14 or later. Skip directly to step 3 if you have older macOS versions.

• click on the Apple icon in the upper-left corner of the screen and select System Preferences

• open Privacy & Security

• access the Privacy tab

• select Full Disk Access in the left-side column

• click on the lock in the lower-left corner of the screen and type an administrator username and password. This is necessary in order to make changes

• click on the [ + ] icon and select the Terminal app from the /Applications/Utilities folder. Then click on Open and close the window

• open Terminal app from the /Applications/Utilities folder

• then drag & drop BDProfiler.tool inside the Terminal window

3. Open the Downloads folder.

4. Right-click on BDProfiler.tool and select Open.

5. If you are prompted with the message displayed below, simply click on Open.

NOTE: If you are prompted to Get XCode, you can cancel that notification. XCode is not necessary for BDProfiler tool to run.

6. It will open a Terminal window and it will ask you if you want to provide the administrator password. Type in Y in order to continue the process.

7. After entering the password, please let it run for a couple of minutes until you will see written: Process Completed.

NOTE: You won’t get feedback when you type in the password. Type it and press Enter/Return. Don’t worry if you receive the message “Sorry, try again”. You probably missed a character. Retype the password and press Return/Enter.

8. Reply to us via the open ticket you have by sending the file: Bitdefenderprofile_output.zip that was generated on your desktop as an attachment to the e-mail.

NOTE: If you only have a file named alaa.plist instead of BitdefenderProfile_output.zip, it means the process was incomplete. Try again to generate the log.

* If you’re using macOS Mojave 10.14 or later, you should remove Full Disk Access for the Terminal app:

• click on the Apple icon in the upper-left corner of the screen and select System preferences

• select Privacy & Security

• go to the Privacy tab

• in the left-side column, select Full Disk Access

• click on the lock in the lower-left corner of the screen and type an administrator username and password

• select the Terminal app, then click the – button below. Then close the window.