VPN is active on the desktop but appears inactive in Safe Pay. I have made all the settings. What should I do?
Hello,
I'am in the same situation as you! Although, i have the latest version of Bitdefender (27.0.53.265).
There have been problems with his before, but I think a patch fixed it. But, few hours ago, the bug is back again…
What do you think about this @Alexandru_BD ; @Flexx ?
Thank you.
Regards,
Racer_X
Hello.
I believe that @camarie, who is the main developer for Safepay, can help you with the issue.
Please, wait for his reply. Regards.
What does it means "VPN is active on the desktop" ?
@name77 I faced the same issue earlier where VPN was active on my desktop but inactive in SafePay.I followed the support team’s recommended steps, and thankfully the problem got resolved.
Hi @Xamaa,
Can you tell us what were the recommended steps? This could prove useful to other users that may encounter this issue as well. I think what @name77 was trying to say is that whenever he connects the VPN using the standalone app, things are fine, but when he attempts to use the VPN within Safepay, it doesn't work.. is that correct?
Hello everyone,
I'am in the same situation that @Xamaa and @name77 !
The VPN is activated in general (the little logo Bitdefender VPN is green). Although, when connecting via safepay, Bitdefender VPN logo considers that you're not connected… In the Safepay settings, everything is enabled.
I confirm that is a bug with logo on Safepay because when I am on Safepay and when I go to "IP leak" site, my VPN is activated…
Ok thank you @Gjoksi
I will know now!
It might be possible that the VPN to be connected, and somehow the "connected" status to not be correctly reflected in the Safepay VPN icon, which should turn green on connection but if a bug has occurred it might stay red.
So, with Safepay running, after the VPN enters the Connecting… (hopefully) status, or at least waiting for 10-20 seconds after Safepay starts, the easiest way to check if the VPN is connected is to click on the lower bar button to switch back to the default desktop, without closing Safepay, and open the VPN application, which should display the status (Connected/Not connected), IP address, country, server, traffic etc. Now with this information known, click on the upper right blue arrow icon to get back to Safepay and see if the icon is still red (or at least not green), and moving the mouse over the VPN lower icon should display a text like Connected.
Other thing to check is to have VPN updated. Can you check the version of the Bitdefender VPN is up to date and after the connection the IP address appears correctly?
Thanks @camarie for the information but the bug remains. The Bitdefender VPN logo is still disabled (so red) on Safepay. My version of Bitdefender VPN is 27.2.3.8(b).
And while the Safepay VPN icon is red, the VPN is connected? Is there an IP address in VPN application if you switch to the default desktop and open the VPN application?
Yes, there's always the new IP adress hidding my real IP adress on Bitdefender VPN.
Moreover, when I changes countries (from Denmark to Luxembourg, for example), the icon stay red on Safepay…
So all the evidence points to a bug in Safepay, which does not update its icon status.
I am opening an internal issue about this.
Thank you @camarie
I might stress you more, since I was unable to reproduce it myself. (I have asked a test engineer to push this out, maybe we got lucky).
@camarie That's to say?
Meaning I might be ask for more details from everyone encountering this issue, in case we will not be able to reproduce this behavior.
Ok no problem
@name77 @Racer_X @camarie
Hello again.
I think it is a good idea to follow the steps below, because it will help the support engineers to reproduce the issue.
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.
Thanks.
This is how the screen looks when Safepay is minimized. When turned on, the VPN icon is again inactive.
So VPN is connected. What does it means "When turned on" ?
Hi @Gjoksi @camarie @Alexandru_BD @name77 @Xamaa
Sorry for the delay.
Thank you for the explanation!
However, this link doesn't work :
Could you please provide a working link? Moreover, what exactly is this link for? Is the first link you sent to create a log file on windows using Bitedefender support tool not sufficient?
I will contact support directly to report the bug in the next few minutes. I will keep you posted!
The link appears to be for the connectivity log file procedure which based on my understanding, no longer applies.
I recently asked about this issue for me since the end of May/25 every time there is a Windows update VPN on Safepay does not work (connect) red X saying not connected, settings are correct. For example mine started working again when I received the update 265 but as of yesterday once the windows update KB5062553 installed the VPN on Safepay does not connect. Hope this shreds some light on this issue and Bitdefender can find a fix that keeps this issue from happening.
It looks like VPN is connected, but for some reason Safepay does not indicate the connected status. If this is the issue you are seeing, it is investigated by me and others (as of now, no success in reproducing this behavior, but we will keep trying).
Yes VPN connects but Safepay does not show as connected, this seems to be happening every time there is a windows update. I have windows 11. Thanks
Can you tell me what version of VPN do you have, please?
VPN version 27.2.3.8(b)
Same issue with Safepay for me. VPN setting is "Open automatically when Safepay opens". "Safepay" is listed as application for Specific Applications and website. Regarding "safepay" as specific application listed, I just typed it in and selected Apps.
Will everyone on his thread/dicussion be notified when the "Safepay Red X issue is resolved?
Hi,
I assume @camarie will keep us in the loop here. He'll get back as soon as he knows more.
Thanks for joining us on this thread. 👍️
It's scheduled for investigation and I am on it right now. As soon as I have updates I will get back.
Ok thanks
I am also interested in the solution to this problem that I am also experiencing. Safepay is a very critical tool for my web security, and feedback that it is working properly is important.
Update: I have found the cause (it is not directly related to Safepay, nor VPN) and working on a fix. Will follow up with progress.
