Can you please help me troubleshoot this problem?

Remy79

Hello, good morning.

I’m experiencing issues with the VPN. When I’m at home, it connects without any problems, but when I'm away and connect to other networks, the VPN doesn’t activate. This happens mostly on the laptops. Please, I need your assistance.

Alexandru_BD

Hello @Remy79 and welcome to the community.

There are a few common causes of Bitdefender VPN connection errors:

• No Internet – Make sure your device is connected to the Internet with a fast and stable connection.
• Firewall – Check that your firewall isn’t blocking the VPN. If you’re not sure, look in your router’s manual, contact the manufacturer or your Internet provider.
• Another VPN or Proxy – If you’re running another VPN or Proxy, disable it when trying to connect.
• Public Wi-Fi (like in a hotel, school, or office) – Contact the network administrator to see if they can change the firewall settings and allow the VPN connection.
• Port 443 is blocked – Port 443 UDP must be open for Bitdefender VPN to work. Access your router’s settings by typing its IP address into a web browser (refer to your router’s manual if necessary), find “Port Forwarding” or a similar section, and ensure Port 443 with UDP protocol is allowed. Save settings, then restart router and computer.

If you’ve already checked the above reasons why Bitdefender VPN isn’t usually working, the guide below can help you further.

https://www.bitdefender.com/consumer/support/answer/11311/

You may also try to switch between protocols and see which one works best for you:

• IPSec – iOS only: Fast and secure, but your iPhone and iPad battery drains much faster.
• Hydra Catapult – Fastest VPN protocol with bank-grade security.
• Wireguard – Strong security and a high level of performance.
• OpenVPN UDP – Fast and efficient, but could sometimes skip data packets.
• OpenVPN TCP – A bit slower, but delivers your data entirely and in the correct order. More reliable than OpenVPN UDP.

Of course, more information is required for troubleshooting in this case, such as:

1. The OS on which the VPN is running.
2. Whether the problem occurs on a
   specific location or all locations?
3. IP of the affected server
4. If this happens with standalone VPN or VPN in BMS
5. Whether the problem occurs only on mobile data or only on Wi-Fi or present on both.
   Preferably try multiple networks.
6. App version.
7. Any error messages displayed in the app, or if the app remains in a connecting/disconnecting loop state.

In the event the connectivity issues cannot be solved by following the basic troubleshooting steps described in the above article, more information may be required to resolve this. You can provide the required information to the Bitdefender Support teams and they will be able to assist further. You can get in touch with the Support 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.

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

Regards,

Alex