What BitDefender setting is stopping my laptop battery from charging?

TeacherGalante

Background: I recently switched to BitDefender from Kaspersky. I have an Asus laptop that uses the Asus Battery Health Charging app to manage its Relative State Of Charge (so, I can stop charging at 60%, 80%, or 100%, based on my current need). The Asus app worked as intended while using Kaspersky.

Problem: After installing BitDefender, the Asus app no longer has any effect on the Relative State Of Charge. The maximum I can charge my laptop to is 59%. In addition, my charging light now stays lit as "charging" as opposed to "full/stopped" (I am colourblind, so I don't know the actual colours - just that they are different).

Steps I have taken: I have let the battery drain, then charge up. I have held down the power button for 40 seconds to reset CMOS/etc. I have uninstalled and reinstalled the Asus app. I have uninstalled the Windows 11 device drivers for the power adapter and the battery, then reinstalled them. I have disabled BitDefender AV, antispam, crypto protection, etc. None of these have resolved the problem.

Request for help: Any suggestions or ideas on what I can do to fix this issue? Is there a setting I can change in BitDefender? Should I uninstall BitDefender and see if the battery then charges? If that works, and I reinstall BitDefender, won't that jut cause the problem again?

Thank you to whoever can help!

Scott

Hello @TeacherGalante

I would try adding the Asus app into AV exceptions, as well as Advanced Threat Defense exceptions (only .exe files are allowed for that one). Disable those two modules (Antivirus/ATD) before adding the exceptions, then when done, restart your laptop and reenable those modules, and see if that helps.

https://www.bitdefender.com/consumer/support/answer/13427/

https://www.bitdefender.com/consumer/support/answer/2393/

If that doesn't work, then I would get a hold of support, as this is a pretty isolated issue that we do not see frequently on the forum.

Contact support from here:

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

Select, How Tos & Troubleshooting→Troubleshooting and go through the prompts until you get to the black Contact Support box. You will have the the options of Chat, Call or Email. Chat is the quickest way to get thing started, phone support is not toll-free.

Kind regards.

TeacherGalante

@Scott thank you for your quick response and your suggestions! I will try them. Hopefully, I will be able to reply later that the issue is resolved! Thank you again.