Not a techy person, websites stopped working

Tkcats

Didn't know what topic to select. Sorry. I have websites that randomly stop working. I can no longer sign in to www.fold3.com (a paid website I've used for several years, owned by ancestry.com). I get a page that says "Access Denied." (subscription is paid and current) Today I tried to open a website to a medical company to pay the bill online, but I had to change the password (it didn't recognize the pw). That done, I opened the website and clicked the link to pay the bill. A new page opened in my browser (Firefox), but I got "Problem loading page" and "timed out" errors. I thought maybe I needed to allow this website, so I did that and then the website wouldn't open at all. I removed the website from where I entered it and it still won't open. I restarted my computer thinking that might help. It didn't. I don't understand why websites I've used for years won't open anymore. I haven't had Bitdefender very long and got it because I've had trouble with junk getting on my computer and I've had my identity stolen (don't know how they got my info). I haven't had a program anything like Bitdefender for years and years. Any help appreciated.

TaxiMagicien42

Hello @Tkcats

Have you tried using another web browser to see if your problem persists?

Regards,

TaxiMagicien42

@Tkcats I add here that you can contact Bitdefender support from the page below:

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

Follow the on-screen instructions and select the desired communication channel (chat, phone or email). For a quick contact, use the chat.

If you opt for email contact, you will need to fill out a form and then receive an email with an incident ticket number related to your request.

Please keep us informed.

Regards,

Alexandru_BD

Hi,

To add here, I think the first step would be to temporarily disable the security modules in Bitdefender one by one, to find out which one is preventing the websites from loading, if Bitdefender is indeed causing this behavior. If it does, I suspect it might have something to do with Online Threat Prevention - Encrypted Web Scan, so check if the content loads after disabling that one. You can find the steps here:

https://www.bitdefender.com/consumer/support/answer/28557/

In the event the issue persists I think a more in-depth investigation is required and this can be done by the Support teams. You can use the link shared by @TaxiMagicien42 to get in touch with the engineers and take it from there.

Regards,

Alex

TaxiMagicien42

Good evening,

Please excuse me, but due to an impediment I was unable to come earlier today.

@Alexandru_BD Thank you for your additional information, which will be especially useful to me in the future.

Regards,

Alexandru_BD

Don't worry @TaxiMagicien42 🙂

Fair Oaks George

I have little technical knowledge and patience with computer workings. Bitdefender Total Security in on both pcs and cellphones.

Recently there have been problems with connections to the internet and I try shutting down Bitdefender that kept popping up warnings to business websites. Now, I cannot open my Outlookprogram, go to my church's website, or even open Bitdefender Central (bitdefender.con) because Bitdefender pops up a warning that it is a "Suspicious page blocked for your protection."

How do I getting an agent to remotely fix this Bitdefender problem?

TaxiMagicien42

Good evening @Fair Oaks George

Thank you for your feedback.

Did you succeed in following @Alexandru_BD’s recommendations?

https://community.bitdefender.com/en/discussion/comment/342734#Comment_342734

Maybe I’m wrong but I think the best thing for you would be to contact Bitdefender support.

You can contact Bitdefender support from the page below:

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

Follow the on-screen instructions and select the desired communication channel (chat, phone or email). For a quick contact, use the chat.

If you opt for email contact, you will need to fill out a form and then receive an email with an incident ticket number related to your request.

Regards,

Fair Oaks George

Thank you very much for your response. After work this evening, I opened the internet browser and could not yet connected to anything including Bitdefender Central. As your information suggested, I was able to open the Bitdefender Total Security program via an onscreen icon. There seemed only one available to shut off, the Anti-virus. I shut that off and still was not able to log on to Bitdefender or anything else.

TaxiMagicien42

Hi @Fair Oaks George

Thank you for your feedback.

If I understand correctly, you can no longer surf the Internet because Bitdefender systematically blocks even legitimate web pages.

What web browser do you use?
Check to see if it is up to date.

https://www.google.com/chrome/update/

If necessary, I attach below the procedure regarding the update of google chrome as an example.
The procedure is similar if you use another browser. I also attach a detailed procedure for different web browsers.

https://www.online-tech-tips.com/how-to-update-your-web-browser-on-a-pc/

I also think that it might be necessary to reset your web browser.

The procedure for Google Chrome is as follows:

https://malwaretips.com/blogs/reset-chrome-settings/

The procedure for Microsoft Edge is as follows:

Reset Microsoft Edge To Default Settings [2023 Updated] (malwaretips.com)

The procedure for Mozilla Firefox is as follows:

How To Reset Firefox Browser To Factory Settings [Guide] (malwaretips.com)

I understand that what I ask you may seem complicated but keeping his calm, it is not difficult.

Thank you for keeping us informed.

Regards,

TaxiMagicien42

Hello @Fair Oaks George

I have read your private message and in which you tell me that your problem is still not solved and that you have a connection problem to your network.

I’m answering you here because it could be useful to other users.

For the sake of clarity, I take the liberty to copy as a "quote" your private message.

Oh NUTS! It did not work.

When I enter a website address, this message appears: "Log in to network. You must log in to this network before you can access the internet." There are 2 buttons showing: "Open Network Login Page" and "Advanced…"

I clicked on Open Network Login Page.

A new page/screen comes up with this message: "PAUSED Your device has been paused"

Then I opened MS setting page to Network & Internet. "Status, No Internet status." I clicked on the Troubleshoot button and then selected Wi-Fi.

This message appeared: Problem found: Your computer appears to be correctly configured, but the device Detected or resource (DNS server) is not responding." "Contact you network administrator or Internet Service provider( ISP).

Below those messages are lists of details about wireless connectivity diagnosis.

How did you log in before you encountered problems?

By temporarily disabling Bitdefender as suggested by @Alexandru_BD in this message below, can you log in?

https://community.bitdefender.com/en/discussion/comment/342734#Comment_342734

What is your operating system?

Regards,

Alexandru_BD

Hi,

I would also recommend to have a look at this article and maybe change DNS settings:

https://www.bitdefender.com/consumer/support/answer/87643/

Tkcats

Hi everyone. Sorry I am just now responding. My computer was seeing my internet and our "hot spots" but would not connect to any of them. I could not even get on the internet to look at your suggestions. My husband and son tried everything they knew to do to no avail. So I took my computer to get it fixed. He said he had to disable bitdefender's process for preventing me from logging on to an unsafe network. My computer would not log on to ANY network. He said that it appeared to him that bitdefender saw ALL networks as "unsafe." Once he disabled that part of Bitdefender, my computer will now connect to my internet and our "hot spots." I changed the DNS server per the instructions I was given. Some websites I was having problems with are working now, but others are still not working. Tomorrow, during the day, I will contact Bitdefender Customer Support as suggested. ALL of my problems started when I put Bitdefender on my computer. I am VERY disappointed.

TaxiMagicien42

Hello @Tkcats

I understand your disappointment. Please feel free to contact support and report your issue.

Regards,

Alexandru_BD

@Tkcats  this could be far-fetched, but it's possible that incorrect or unwanted proxy settings are in place, and these can interfere with network connections. Try this:

Via Settings (Windows 10/11):

• Open Settings: Click the Start menu and go to Settings (gear icon).
• Go to Network & Internet: Navigate to Network & Internet.
• Click on Proxy: On the left sidebar, select Proxy.
• Check Proxy Settings: Look under the Automatic proxy setup and Manual proxy setup sections.
• Turn Off Manual Proxy: If "Use a proxy server" is turned on, turn it off to see if it resolves the issue.
• Automatic Proxy Settings: Ensure "Automatically detect settings" is enabled.

Via Internet Options:

• Open Control Panel: Type Control Panel in the Windows search bar and open it.
• Go to Internet Options: Click on Network and Sharing Center, and then Internet Options on the left side.
• Go to the Connections Tab: In the Internet Properties window, go to the Connections tab.
• Click on LAN Settings: Under the Local Area Network (LAN) settings, click the LAN Settings button.
• Check Proxy Server: If the Use a proxy server for your LAN option is checked, try unchecking it to disable the proxy and then click OK.

If disabling the proxy settings restores your internet connection, then it was likely the cause of the issue. If the problem persists, further troubleshooting may be necessary, such as checking for DNS issues, router settings, or malware interference.

Let us know how it goes and what worked for you.

Regards,

Alex