Solved.
Kudos0

Bullguard service still running after migrating to Norton 360

Posted: 09-Oct-2022 | 7:35AM · 12 Replies ·

I have succesfully migrated to Norton 360 from Bullguard, as advised by Bullguard. Everything seems to be running fine, but I see there is still a Bullguard service running on my PC. That isn't a problem for me, but the Bullguard it is still generating notifications and alerts. Every day I am getting between 5 and 10 alerts from the BULLGUARD service about a malware infection (TR/Trash.gen), and confirmation that it has been successfully quarantined. When I then run a FULL SCAN using Norton 360, it finds no suspicious files, and I get a clean report. How can this be? As Bullguard has been migrated to Norton 360, then I would expect both products to find the same malware? Should I be worried that Norton 360 says my system is clean when Bullguard says I have a trojan?        

Labels: Alerts/Notifications, False Positive, Quarantine, Threat Detection, Windows 10
Accepted Solution
Kudos0

Re: Bullguard service still running after migrating to Norton 360

Posted: 13-Oct-2022 | 4:23AM · Permalink

@peterweb, good points. 

Thank you @Stubsy for your cooperation on this matter, thanks to this we were able to find the root cause and resolve the issue. The temporary files detection was a FP and the primary reason was Bullguard to Norton 360 migration flow where Bullguard AV remained on the system after the upgrade (occurs under rare conditions), creating the conflict.

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Replies

Kudos0

Re: Bullguard service still running after migrating to Norton 360

Posted: 09-Oct-2022 | 8:39AM · Edited: 09-Oct-2022 | 8:51AM · Permalink

Stubsy:
Every day I am getting between 5 and 10 alerts from the BULLGUARD service about a malware infection (TR/Trash.gen), and confirmation that it has been successfully quarantined.

Does your Task Manager report Norton and BullGuard processes?
Maybe, BullGuard definitions are bumping into Norton defs.  

Have you fully removed BullGuard using the removal instructions for that software before trying to install Norton?

https://community.norton.com/en/comment/8534825#comment-8534825 

Note: based upon Norton documentation.  BullGuard to Norton migration should/will be automatic. 

https://community.norton.com/en/forums/system-error-cannot-download

Kudos0

Re: Bullguard service still running after migrating to Norton 360

Posted: 09-Oct-2022 | 8:44AM · Permalink

Did you use the Bullguard uninstall instructions from here.?   https://www.bullguard.com/support/product-guides/bullguard-desktop-prote...  Be sure you did not choose to "Save Settings", as that might have kept some items that you are seeing. 

Also be sure you restarted your computer after the uninstall. Be sure you are using the Restart command. Not Shutdown and startup again if you have Windows Fast Startup feature enabled. If you use Windows 8/8.1, 10 or 11, there can be an issue with the Windows Fast Startup feature.. See more information here.

Kudos0

Re: Bullguard service still running after migrating to Norton 360

Posted: 09-Oct-2022 | 11:29PM · Permalink

Thanks for your comment and links. Yes, I assumed that Bullguard would be automatically uninstalled, but having now migrated to Norton 360 on 3 devices (2 Windows and 1 Android) I can confirm that the Bullguard service is NOT removed. In fact it is still receiving daily updates, running scans, and producing alerts. Norton is also running, receiving updates, but reporting "No Threats Found". I looked in the quarantine folder of Bullguard, and there are indeed an increasing number of .tmp files in there (13 more this morning), so "something" weird is happening. Why is the trojan not being detected by Norton? As you might understand, I am NOT keen on removing Bullguard until I am certain that Norton 360 is providing the same level of protection. I am attaching a screen grab showing both sets of results this morning. Very puzzling !!!

File Attachment: 
PDF icon Screenshot 2022-10-10 092214.pdf
Kudos0

Re: Bullguard service still running after migrating to Norton 360

Posted: 09-Oct-2022 | 11:44PM · Permalink

Thanks for your feedback. I just followed the migration instructions provided by Norton 360. At no point did it say that I should remove Bullguard, so I assumed that Norton would handle any uninstallation automatically. In fact, whenever I've tested different AV products in the past, they usually DO remove other installed products before installation proceeds. I therefore thought that the migration would do whatever was necessary, and I didn't add any extra manual steps to the stated procedure. To be clear, I am not too concerned that both products are still running; my concern is that Bullguard is reporting a trojan that appears to be propogating (albeit being quarantined) whereas Norton 360 is not detecting the same threat. I even scanned the quarantine folder using Norton 360, and it said that the files contained therein contain no threat !?! Either Norton 360 is not detecting this particular version of the trojan (which would be worrying give that Norton must have acquired Bullguard's signature library), or Bullguard is now producing a false positive .... but it surely cannot be a coincidence that Bullguard started producing these warnings (and actually moving files into quarantine - see attached screengrab) only after installing Norton 360.  

File Attachment: 
PDF icon Screenshot 2022-10-10 094232.pdf
Kudos0

Re: Bullguard service still running after migrating to Norton 360

Posted: 10-Oct-2022 | 7:22AM · Permalink

Update. See attached screengrab. Upon launching a Full Scan in Norton 360, a Bullguard pop-up reported another of the same threat (that's the 14th today). This time I drilled down to see more details, and as you can see, it says the infected process is Norton Security !!! The Full Scan by Norton 360 continued unabated, and when it completed a couple of hours later it reported "No Threats Found". I've done some browsing aroung the web, and I'm starting to feel reasonably confident that this is a false positive that is occuring because the 2 virus engines are identifying each other's activity as suspicious. Can anyone confirm my guess, so that I can stop worrying about this and move on?   

File Attachment: 
PDF icon Screenshot 2022-10-10 170640.pdf
Kudos0

Re: Bullguard service still running after migrating to Norton 360

Posted: 10-Oct-2022 | 8:14AM · Edited: 10-Oct-2022 | 8:36AM · Permalink

Curious, is your Norton account setup. 
Do you have Norton License Key. 
Do you have access to download fresh Norton installer?
https://community.norton.com/en/comment/8534809#comment-8534809

FWIW ~ IMHO
Unless I'd hear directly from Norton that what you're reporting is "normal". 
I'm thinking...I would not want Norton & BullGuard running real-time.

We'll try to call attention to your reporting: 

Kudos0

Re: Bullguard service still running after migrating to Norton 360

Posted: 10-Oct-2022 | 8:26AM · Permalink

Thank you for posting on the Norton Community. We are looking into this. We will reach out to you if we need more information to investigate further. 

Gayathri R | Norton Forums Global Community Administrator | NortonLifeLock
Kudos0

Re: Bullguard service still running after migrating to Norton 360

Posted: 10-Oct-2022 | 9:48AM · Permalink

If you still have not removed Bullguard, that is probably what is causing the issues you are seeing. With 2 real time AV products running, they are fighting for access to the necessary resources, and can actually reduce your protection.

Why Bullguard is catching something and Norton is not could just be a consequence of having the two AV's running. Bullguard manages to catch the problem and resolve it before Norton gets a turn to scan the item.

Accepted Solution
Kudos0

Re: Bullguard service still running after migrating to Norton 360

Posted: 13-Oct-2022 | 4:23AM · Permalink

@peterweb, good points. 

Thank you @Stubsy for your cooperation on this matter, thanks to this we were able to find the root cause and resolve the issue. The temporary files detection was a FP and the primary reason was Bullguard to Norton 360 migration flow where Bullguard AV remained on the system after the upgrade (occurs under rare conditions), creating the conflict.

Kudos0

Re: Bullguard service still running after migrating to Norton 360

Posted: 09-Nov-2022 | 2:24PM · Permalink

Both Bullguard & Norton 360 are running on my laptop following the Norton auto-changeover process.  So, is it safe to uninstall the Bullguard? 
 

Kudos0

Re: Bullguard service still running after migrating to Norton 360

Posted: 09-Nov-2022 | 4:51PM · Permalink

Yes. You need to uninstall Bullguard. Having multiple real time AV products installed can cause conflicts and actually reduce your protection.

Kudos1 Stats

Re: Bullguard service still running after migrating to Norton 360

Posted: 10-Nov-2022 | 1:37AM · Permalink

I can confirm that I've had no issues since manually removing Bullguard. It seems that the switchover to Norton doesn't always remove Bullguard automatically, as it should, which is why you still have both processes running. 

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