Why isn't Email Protection scanning my gmail?

BRobson

I have set up the Bitdefender Email Protection for my gmail account, but it does not appear to be scanning any emails.

I have configured the Email Protection feature to scan my gmail account in the Windows desktop application (my license is Bitdefender Ultimate Security Family Edition). It is showing in the Windows desktop application as being correctly configured, the configuration process (specifically the authentication to gmail) was successful, Bitdefender Central is showing it as configured, gmail is also showing Bitdefender as a connected application, and gmail is showing the "Bitdefender: Dangerous" & "Bitdefender: Safe" labels. All of this strongly suggests that Bitdefender Email Protection has successfully connected and authenticated to my gmail service.

But, the Bitdefender Windows application and Bitdefender Central pages for Email Protection is showing Safe Emails = 0 & Dangerous Emails = 0 after many emails have been received by that gmail account, strongly suggesting that the Bitdefender Email Protection is not actually scanning the gmail received emails.

Does anyone have any suggestions of what might be happening and how I get this to work?

Thank you for any assistance you can provide.

Alexandru_BD

Hello @BRobson and thanks for joining us here.

Check if this article helps:

https://www.bitdefender.com/consumer/support/answer/102524/

Regards,

Alex

BRobson

Thank you for the response, Alex.

I had found that article and I can confirm that Bitdefender is not showing Email Protection as being disabled for the account. I have not received any email notification about if being disabled and Bitdefender Central / Security / Email Protection shows the email account as being active.

When I go into my Google Account settings, I can see Bitdefender as an authorised 3rd-party connection, with permission to "see and edit email labels", "view your email messages and settings", and "read, compose, and send emails from your Gmail account". When I look in the "Recent security activity", in my Google Account settings, I can see entries saying "Bitdefender was given account access" (for each time I re-attempted to setup the Bitdefender Email Protection feature). So it doesn't look like access has been manually revoked in Gmail. This was only configured (attempted to be setup) in the last 7 days, so it won't be Google insisting on its periodic (every 6 months) reauthentication.

Thank you again for your response, Alex. Going through that article (that you provided a link to), line by line, it doesn't appear to address the issue I am experience.

BRobson

This problem has not yet been resolved. 😑

Flohwk

Hello, same issue here

Flohwk

https://community.bitdefender.com/en/discussion/comment/349574#Comment_349574

Hey, it seems that I used to have 3 email adresses protected but now Bitdefender has limited the protection to 2 addresses… I just had to remove one out of the 3 and everything went smooth again.

BRobson

I have only configured a single email address (and no more have ever been configured) but it won't actually scan that single mailbox. 🤨

Flohwk

Have you tried to completely remove your email address from the central Bitdefender email protection tool then add it again after?

BRobson

Thanks for your suggestion @Flohwk.

Yes, I've tried that a few times - both from within Bitdefender central and also via Windows application. Unfortunately I was unable to get it to work.

Flohwk

You're welcome! I really hope that some technical employee will be able to help you further then. I am sorry I can't do better…

Alexandru_BD

Hi,

Can you tell me if in Gmail (webmail, not the app), the Email Protection labels are shown for each email in your inbox?
After configuring the Bitdefender Email Protection feature, labels indicating safe/dangerous emails will be visible in web browsers. However, since Email Protection is primarily a webmail solution, the extent to which these labels appear in email applications like Outlook, Apple Mail, Thunderbird, etc. may vary.

With this in mind, if the feature is still not working as expected, since we've exhausted all the possible reasons here, I would recommend to take a screenshot and write to the Support teams, attaching this thread to your request as well. They can further investigate and advise accordingly. Here's the link to get in touch with them, if necessary:

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.

Regards

BRobson

Hi @Alexandru_BD,

I can confirm that the Email Protection labels are not being shown for each email in the inbox. But, I can see the "Bitdefender: Dangerous" and "Bitdefender: Safe" labels in the list of labels (which proves that Bitdefender does have and has been able to use permissions in the Gmail account).

Thank you for providing the support contact information.

BRobson

This issue has been resolved.

I don't know how it has been resolved, it just started working a few days ago with no changes to the configuration or the way Gmail accounts had been added to the Bitdefender Email Protection setup.

Alexandru_BD

Thanks for following up here @BRobson. I'm glad to hear it was resolved.

I'll go ahead and close this thread then.

Take care and best regards!