Is there a configuration to help reduce network-conflicts with a software package I actively use?

I am using a software package called Alchemcharts which uses a network connection and sends my credentials to a private server. Bitdefender acknowledged this transfer and actively stopped it. Ironically, I was still able to log into the program and server. I am seeing a potential slow-down in the data-transfer, suspecting Bitdefender may be suppressing the transfer.

I was able to find and Exemptions List and added Alchemcharts to the list, but still seeing the slow-down. Is there something else in Bitdefender that I can configure to ensure no conflicts?

Thanks

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theordore76

It sounds like Bitdefender is blocking or throttling the network connection of Alchemcharts, causing the slowdown even after you’ve added it to the Exemptions List. Here are a few more configurations you can check in Bitdefender to reduce potential conflicts with your software

Open Bitdefender. Go to Protection and select Firewall. Click on the Rules tab and look for any existing rules related to Alchemcharts. If no rule exists, create a new rule allowing unrestricted access for Alchemcharts to bypass the firewall and ensure no traffic is blocked or slowed down.

Alexandru_BD

Hi,

Yes, I would check the firewall settings as well. As for exceptions, make sure to add them for Antivirus, Online Threat Prevention, and Advanced Threat Defense (where relevant). I must say I'm not really familiar with Alchemcharts.

https://www.bitdefender.com/consumer/support/answer/13427/

https://www.bitdefender.com/consumer/support/answer/1519/

https://www.bitdefender.com/consumer/support/answer/2393/

I have listed all of them here, but again, check what applies for Alchemcharts. Note: Only .exe file types can be added to the exception list for ATD. So, other file types or folders cannot be excluded as Advanced Threat Defense only monitors running .exe processes.

As for the firewall in Bitdefender, I'll share a couple of articles that may help:

https://www.bitdefender.com/consumer/support/answer/2082/

https://www.bitdefender.com/consumer/support/answer/13425/

Let us know how it goes.

Regards

Nova Zax

Thank you Theordore76 and Alexandru_BD for your response.

I see a rule exists for Alchemcharts.exe, which says Any Network, Any Protocol, Both Traffic, Any Ports, Any IP, and Access is slid to blue(on) position. I am still seeing the slow-down with the software.

Shall I delete the rule and re-create it?

Nova Zax

As a thorough-check to identify if Bitdefender is creating a conflict, I uninstalled Bitdefender completely and ran AlchemCharts. When running AlchemCharts, there was no observed slow-down, so I am suspecting Bitdefender is guarding something in the background.

After reinstalling Bitdefender and running AlchemCharts for the first time, I received the message "Privacy threat blocked - We just blocked a connection to prevent your password being sent unencrypted, in plain text. You're safe!".

Looking at the message in more detail, it says "An attempt to send your password unencrypted was about to occur on 66.219.105, 92:443. We blocked the connection to stop your private data from being exposed and tampered with.

I attached these messages as attachments 1 and 2. Attachment 3 shows the Firewall status.

Perhaps this is not involving the Firewall, but the Privacy Protection configuration.

Thanks

1-Message.png

2-Message.png

3-Firewall status.png

Nova Zax

Hi Alexandru_BD,

Attached is a troubleshoot history of what was done, assuming starting with Bitdefender installed and observing the AlchemCharts issues. I gave attempts to your above suggestions, but two steps were skipped. The "blocking a safe website" step was skipped, as this pertains to a specific web-site, which I am not aware that AlchemCharts uses it. The "overview of Bitdefender Firewall feature" only provided firewall information, as no action items were called out.

With the Firewall and network details, not showing effects, are there some things that can be done with Privacy settings, as the Privacy message is still coming up?

I just sent another message to AlchemCharts asking if the IP address referenced in the Privacy message means anything. Also, I asked if AlchemCharts references a web-site that needs to be open to traffic.

Thanks.

Bitdefender Troubleshoot History.txt

Nova Zax

I was informed by AlchemCharts regarding the IP address 66.219.105.92:443, as that is the server ID.

Please advise as to allow this IP address freely.

Thanks,

—> Matt

Alexandru_BD

Thanks for the detailed troubleshooting list. Based on the attached screenshots, the critical notification comes from the OTP module. Have you considered using a VPN, just to check if an encrypted connection still triggers that alert?
There's one more thing you can test. In the Online Threat Prevention settings, switch off Phishing protection (but do this on your own risk and only if you are sure it's safe). This feature has to do with blocking pages that exhibit phishing behavior, or attempt to obtain login credentials.

Nova Zax

I never used a VPN to connect to AlchemCharts with my Norton 360 and would prefer not to involve VPN, since my level of Bitdefender is limited.

I turned OFF Phishing Protection and the problem is still not resolved. I noticed the "Privacy threat blocked" message did not come up. The message did not come up even after restarting the computer and entering into AlchemCharts. After restarting the computer, the problem is still observed with AlchemCharts. Pfishing Protection was still turned OFF. I have turned it back ON, since it was not an effect and would like to have the protection active.

Alexandru_BD

Thanks for the feedback. So, it looks like we've exhausted all possible known steps that could help in this situation. Since we are in a stalemate here, I would recommend contacting Bitdefender Support, for more advanced troubleshooting. You can get in touch with the Bitdefender engineers by choosing one of the contact channels listed here:

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.

You can also refer them to this thread, so they know what steps have been tried so far in an attempt to resolve this. The information will help them to find a solution. Be advised they may also require logs from the machine, to find out exactly which part of Bitdefender is interfering with that software. But they'll provide clear instructions on how to get them, of required.

If you can, please get back to us with your findings, I'm very curious to find out what's causing the behavior you have described, and this way we can close the loop here as well.

Regards,

Alex