Cannot access websites on firefox. Secure Connection Failed: PR_END_OF_FILE_ERROR

FGJ_Frey · 2025-06-18T03:31:42+00:00

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Hey there!

I installed Bitdefender yesterday and since then have not been able to access large swathes of the internet, allegedly because the connection to these websites is insecure. However, this affects many sites that I am certain ARE quite secure. Ironically this even applies to the website of bitdefender itself [see screenshot].

After some trial and error I have figured out that turning off the "Encrypted Web Scan" feature seems to temporarily solve the issue. [see screenshot #2] However, I'd rather not browse the web without protective features.
So far, research has yielded that the issue is caused by some unfortunate interplay of Firefox and Bitdefender.

Question: How do I resolve the PR_END_OF_FILE_ERROR issue without having to disable Bitdefender's security features?

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Cheers & thanks in advance,
F Frey

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Gjoksi

Hello.

My specs:

OS Windows 10 Pro 22H2 x64 With Latest Windows Updates Installed

OS Build 19045.5965

Experience Windows Feature Experience Pack 1000.19061.1000.0

BD Total Security 27.0.51.260

"Encrypted web scan" is enabled / turned on

Mozilla Firefox 139.0.4 x64 (Bitdefender Anti-Tracker is NOT installed, uBlock Origin is installed and enabled)

Bitdefender VPN or any other VPN software is NOT installed.

I did a test and here's the result:

As you can see, i can access the same website you posted in screenshot no. 1 without any issues / errors.

Regards.

@camarie @Alexandru_BD

Any thoughts on this issue? Thanks.

camarie

This is a SSL handshake error (which I am not reproducing on Windows 11, not 10, true, with Firefox 139.0.4). PR_END_OF_FILE_ERROR (a misnomer) here means "could not find a cipher suite compatible to establish a TLS handshake".
As you can see, everything is ok on my test.

Let me ping the colleagues here, maybe they can reproduce it on Windows 10.

If you open Firefox and navigate to about:config (accept the warning) and in the preferences filter type "security.ssl3." (without quotes), is there something set to false?

Gjoksi

@camarie

I have the same settings as you.

Only "security.ssl3.dhe_rsa_aes_128_sha" (2nd raw) and "security.ssl3.dhe_rsa_aes_256_sha" (3rd raw) are set to "false".

All other preferences are set to "true".

camarie

News from the tests: neither the web security testers, nor me are able to reproduce. I think it is better to report the issue via support channels to get logs and understand what is not working for you.

FGJ_Frey

Hey there!

First off - you guys are the real deal! Thank you for the quick help!

And sure, happy to share the logs!
Noob question - where can I find them and where should I share them?

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Cheers,
F Frey

Gjoksi

Hello again.
First, take screenshot(s) of the issue,
create a log file on your Windows device using Bitdefender Support Tool, by following these steps:
https://www.bitdefender.com/consumer/support/answer/1733/
and
create a connectivity log file, by following these steps:
https://www.bitdefender.com/consumer/support/answer/9689/
Next, contact Bitdefender Consumer Support by e-mail:
https://www.bitdefender.com/consumer/support/help/
with short description of the issue.
After that, you will get an automated reply by the Bitdefender Customer Care Team, with your ticket number.
Now, in reply to that automated reply, you can send the screenshot(s) you already took and the log files you already created in the first step.
Since you are all done, just wait for the support engineers to investigate your issue and find a solution to fix the issue.
Remember that the screenshot(s) and the log files will help a lot to the support engineers for better and faster investigation on your issue and finding a solution.
NOTE: If any of the log file is larger than 25MB, you can upload the log file here:
https://upload.bitdefender.net/
After the upload is done, you will get a notification with the file's URL and then you can share the file's URL with the Bitdefender Consumer Support.
Regards.

Alexandru_BD

Thank you for your appreciation! 🙏