Advanced Threat Defense disabled in Central (Issue to fix) for my device but enable on my device

CovidIsGone

Problem :

Advanced Threat Defense disabled in Central for my device (Issue to fix).

But in "Protection" in BitDefender Total Security on my device, I click "Open" in Advanced Threat Defense, and the software tells me : "Your device is threat free, there is no attack on your device in the previous 90 days". So Central and my software on my device don't communicate.

Before you ask, yes I rebooted many times since.

Hi guys.

Had problem with my BD VPN Premium.

Didn't want to connect in a public space network.

Called the IT guy at that place, still waiting for a response.

While waiting, I uninstalled all BD and reinstalled it with BD VPN Premium.

Never really worked well elsewhere then at home, which defeats the purpose.

BUt this time, I put the time to make it work.

After reinstallation, went to BitDefender Central to see the status of all my devices.

All is ok, but not my main device.

It says that I'm "At Risk". (See image above)

I click "Fix Issue" and wait and wait and wait and nothing happens.

Did it several times.

Message on Central :

1 security issue needs your attention

Advanced Threat Defense is disabled

Fix Issue button.

When I click the button, another window appear :

1 issue on your device

Unsolved issues can make you vulnerable to certain threats. (No kidding !)

Restore full security on your device by fixing all the issues we detect. (That's what I wanna do)

Applying remote fix on your device...

Advanced Threat Defense is disabled

Apps installed on this device can’t be monitored in real-time for irregular behavior. This is essential to detect new types of ransomware or exploits.

Don’t want to wait for the remote fix?

You can fix it yourself - open Bitdefender on this device and switch on Advanced Threat Defense.

So, I need you guys to help me because I'm out of solutions.

At least my BD software tells me I'm ok but it always leave us with a doubt about security when both BD entities are not saying the same thing.

Here are the Advanced Threat Defense settings on my PC :

Dashboard is all OK.

Everything is green.

Not on BD Central though.

Thanks in advance guys, really appreciated.

Alexandru_BD

Hello,

Have you tried to turn the ATD switch ON and OFF a few times and also logout and login again in Central to check if the status finally updates itself there as well? I think this would be the first step to try, then if the issue persists, maybe start from scratch and uninstall Bitdefender from that device, remove it from Central, then reinstall and check again afterwards. Also, do you have any other security solutions installed on that same device?
If nothing helps and you still get conflicting messages in Central and Bitdefender, I would advise to contact the Support teams and provide them with a Support tool log and the steps already attempted and their results.
The following article shows how to create a debug log on your PC using Bitdefender Support Tool:

https://www.bitdefender.com/consumer/support/answer/1733/

Once you have the log, use this link to get in touch with Bitdefender Support so they can investigate further:

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.

My assumption is that there's a possible synchronization issue between Central and the Bitdefender software installed on the device, but it remains to be seen if that's really the reason, or if something else is going on there.

Let us know how it goes.

Regards,

Alex