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

Hevlec

+1. I'm experiencing the same issue with the latest Bitdefender. Is there any way to fix it?

CovidIsGone

Ok Guys.

Just receive a reply from HavLec.

That triggered a return to this issue today.

The issue resolved itself after 4 days so I didn't follow up on it.

I have other issues much worst, like my BD turn off by itself many times (like5 times/month) and Windows Security tells me I don't have any virus protection everytime.

And Everytime I have to click on the BD icon without knowing why and how long I wasn't protected.

BD Support team is working on it… for over a month now.

Don't have any answers yet.

So I'm shoiping for a new company to supply 10 devices virus protection.

Any suggestions ?

Alexandru_BD

Hi,

Could you please provide your ticket number in private, so I can ask the Support teams to have a look?
Do you get that notification when Bitdefender updates, by any chance?

Thanks

CovidIsGone

Hi.

Thanks for the support.

Here is the text I sent to BD Support.

"Hi.
It happened many times now so I had to send you a request.

Many times (like 20 times a year), Windows Security (No Action Needed) is in my System Tray (Arrow in the right corner), is red because it says "Virus & Threat Protection = Turn ON Virus Protection".

Then I check and my BitDefender is gone.
Wondering how long I wasn't protected and if it was done on purpose by something (hacker) to access my PC.

I click on Windows Security and reactivate BitDefender.

But I want to know why ?

BitDefender_GoneNoProtection_01.jpg

If I need to be protected, it is all the time, not before and after hackers need my computer to be hacked.

What is your solution ?

I'm supposed to start shoping for a new antivirus before the 170 days are up.

Need a real solution that it will never happen again.

Thanks for your support Guys."

I sent them the log/zip file, as asked.

28-02-2025

Cannot find where I received the ticket number, I remember receiving it but I cannot fing it in my emails this morning.

Usually I do a printscreen of the confirmation, because this happens a lot with many support.

I went back to BD Central, and I cannot see anywhere in my profile, where are the support tickets pending, answers and/or follow ups.

If you know where I can go to get that ticket number, I'll go there and get back to you.

Thanks.