My VPN keeps uninstalling itself on reboot.

Customer Service in America is Complete Trash

All the sudden my VPN keeps uninstalling itself every time I reboot. There was somebody else that had this problem, but I don't see the solution presented anywhere. Just wondering if anybody else happened to know a fix for this. It seems like this is a firewall/AV issue, but I can't find any evidence that it is the firewall/AV removing it. Also, I can't find what the latest versions of the AV and VPN software are on the site, is there a way to find out what the latest versions are so I can compare to what I have installed?

As you may have guessed, I have had plenty of experience trying to get help (customer service) from the companies whose products I use in this country, but EVERY. SINGLE. TIME. it would have been exactly the same result if I had gone outside and asked a tree for help. So that's why I am coming here, I have found over the years that people from communities are much more helpful than anything a company offers, and that's true of ALL companies. It isn't unique to any specific company.

Nothing has changed on my computer, the only thing that has changed recently is the VPN program itself. Before that I had no problems what-so-ever with the VPN. So obviously the problem is with the VPN, not my system. I'm not changing anything on my system.

Find more posts tagged with

Comments

Alexandru_BD

Hello,

There could be several reasons behind this. Did the issue occur suddenly after a VPN or system update? The initial installation of Bitdefender VPN might be corrupted, leading to issues when the system restarts. I think the first step would be to uninstall the current version of Bitdefender VPN completely, then perform a fresh reinstall to get the latest version available. Another thing worth considering is that if you have other security software installed, it might conflict with the VPN, causing it to uninstall. What firewall do you use? Is it the one from Bitdefender? If yes, turn it OFF temporarily and check how the VPN behaves at startup. You can also run a full system scan with Bitdefender to ensure no malware is interfering with the VPN, as certain malware or unwanted software could interfere with it.

Even though you may be reluctant to do this (based on your statements), but if nothing helps I would recommend contacting the Bitdefender Support teams for a more in-depth investigation, as more information might be required to troubleshoot this. You can get in touch with the Bitdefender engineers by choosing one of the contact channels listed here:

https://www.bitdefender.com/consumer/support/help/

State your contact reason / choose request category, then choose from the available contact channels, chat, phone and email/ticket. Chat would be the fastest way to reach them.

They will help you out with this and may request logs coming from the affected device, for troubleshooting purposes. Simply follow their instructions and you will be in good hands.

TIP: you can bookmark / follow the below thread to be up to date with the latest versions of Bitdefender products:

https://community.bitdefender.com/en/discussion/91738/product-updates-and-release-notes

Regards,

Alex

Customer Service in America is Complete Trash

All security is Bitdefender (Total Security) on this rig, so shouldn't be any issues with compatibility. The VPN has been reinstalled twice because it is somehow being completely uninstalled on boot/reboot, so I wouldn't think it would be a bad install several times now. I suppose it could be some kind of corrupted file with the Bitdefender AV install, as that had to be reinstalled after subscription (thought I had until midnight to renew) ran out, but I haven't tried to reinstall it again since the VPN trouble started, so maybe that's what it is, but I'm hesitant to uninstall my AV for any reason ever as I see that as a last resort. I'd rather not turn off the firewall for a reboot, but what if I added an exception for the VPN's exe, that should have the same effect right?

Definitely no malicious software here, I'm on daily scans with scan on boot, as well as scans at random times during the day initiated by me, and the software on this rig generally doesn't change (apart from the updates from the software already here). I RARELY click links. When I do, it's only from trusted sources (no offense as I do appreciate your input, but the link above will not get clicked) Event logs are clean (security wise), but I can't find the logs of the VPN being uninstalled yet, it's as if it doesn't happen, but sure enough when I boot back up I have to go install the VPN again, which I do through the Central website.

As for the version, I know it's designed to immediately update everything, but I was just wondering if there was a way I could compare what my software version is to what Bitdefender says is the latest versions of their products they have out just to make sure there isn't some kind of issue there. The products I have are: Total Security is build 27.0.38.163 and VPN is version 27.0.3.35 Are these the latest versions?

Thanks a lot for your help, I've got to run now, but I will try the VPN exception in the firewall later on and post back results.

Alexandru_BD

Hi,

27.0.38.163 is indeed the latest Bitdefender version. The link I shared above takes you to a post from this community, so it's safe to click. 😎 You can check the latest Bitdefender version here as well:

https://www.bitdefender.com/consumer/support/answer/32196/

This link comes from the Bitdefender Support Center, so it's also safe.

As for the VPN, 27.0.3.39 is the latest version for windows and based on my findings, the rollout is at 100% so it should be available for you to download now. However, we don't have a dedicated support article for VPN updates as well, I usually post the new releases on the thread I've previously shared with you.

I think there's more to it that we can actually find out here, and without a proper in-depth investigation of the behavior you are encountering there are few chances we can get to the bottom of this on the forum… so this requires a more advised opinion and the best way to move forward would be to have one of the Bitdefender engineers take a look. I'm sure they can help fix this.

Regards,

Alex

Customer Service in America is Complete Trash

Hi, so once I got back and ended up shutting down my rig the other day, I forgot all about doing the exception, but when I did boot back up, my VPN was still installed. So I decided to roll without it in the hopes that the problem was corrected. I have booted/rebooted several times since, and each time the VPN has still been installed. So I suppose I will chalk it up to a corrupted install related to the subscription interruption as I really can't find anything else, but it's just odd that it would happen multiple times. It is also likely that the other post I saw on here with the same problem ended in the same fashion as mine. With that said, I appreciate your time, thank you very much, and I'll let you know if the problem resurfaces.

Steve C

I am having the same problem. It seemed to start a few days ago. Twice, my VPN has been uninstalled when I boot my computer every morning. There is definitely something up. I scanned my system fully and no malware found.

When I try to reinstall the VPN the wait cursor just spins and spins, and won't stop.

Since I'm running on Windows 7, it can't be caused by a recent MS update.

When is BD going to fix this issue?