Some remote functions greyed out

Hello,

When I first had my "Bitdefender Premium Security" I could use remote commands in the Central (Mobile) App.
I upgrade my plan to "Bitdefender Ultimate Security" and now I see that the remote functions are greyed out and say "disabled". When I click on one of the commands I get an error that says:
"Use a subscription to run commands, an active subscription is needed to enable Bitdefender and use remote commands".

I already re-entered my account in the apps and PC's. Did a logout and logged back in again. But the commands stay disabled/grey.

This is Only happening in the Central App on my Android. When using the same Android device and go to the website I can use the commands. On my PC's Bitdefende Central I also can use all remote functions.

Does anyone have an idea of what is going wrong or had the same problem before?

Note: some functions like remote scan are working, the anti-theft functions and optimization are not.

Thanks,
Rick

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bitdefender central issue

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Comments

Flexx

https://community.bitdefender.com/en/discussion/104588/some-remote-functions-greyed-out

Kindly contact Bitdefender support by visiting https://www.bitdefender.com/consumer/support/help/

Select, How to's & Troubleshooting Bitdefender products→Troubleshooting→I don't know→Contact Support→ You will get the option of chat, call or email.

To get an immediate update, kindly use the chat option. Also, ensure that no ad blockers or privacy extensions are enabled in your web browser, as they may prevent the chat window from appearing.

Regards

Ricks88

Thank you for the response,
I did a few times already, but they give me 'useless' tips.

No solution or response anymore.

Ricks88

Thank you for the response,

I did a few times already, but they give me 'useless' tips.

No solution or response anymore.

Alexandru_BD

Hi,

Based on my findings, the Support teams replied to you 30 minutes ago. Did that help, or do you need additional assistance? You can always follow up on the open case to let them know if the proposed instructions worked or not. If you don't provide any feedback, they will assume you no longer require their assistance. What did they advise, exactly?

Regards

Ricks88

Thank you! I will follow up tomorrow :)
Its also a bit of a weird problem because it only exists in the Android Bitdefender Central App.

But I will reply tomorrow with the info they need. Been a long day today.

Alexandru_BD

Alright, keep us posted here as well, so we can close the loop and maybe also help others who may encounter this issue in the future. Much appreciated! 🤝

Alexandru_BD

Hi,

There are a few standard steps you could try in this scenario, however if they don't work, I think you should reply to the Support engineers with your findings and continue the troubleshooting process with them, as they may provide additional, specific instructions for this. In the meantime, you can try this (if not done already):

Go to phone settings
Go to Security
Go to Device administrators
Uncheck Antivirus
Go to Application manager
Tap on Antivirus
Press on Clear cache and Clear data
Open the Bitdefender app and configure
everything again (see How to Configure)
Try to send the command one more
time

For the record, the locate feature will use your devices internet connection and location services to pinpoint its location and display it in your Central account or link it to Google Maps. If this command doesn't work and the device cannot be located, the first thing to check is if the location service is enabled on that device. In the event it's already enabled, but the location is still not displayed, refer to the above steps. If the commands are still unavailable, the Support teams will usually require more information from you to be able to investigate further. They will ask for the Android version, device type, Mobile Security version, and possibly screenshots from the device, and the time when the command was sent (I assume these were provided already, since you've shared them here as well).

Regards

Ricks88

Hi,

Yes I tried those already, location service does work on all devices, but only trough the web browser (chrome). The functions are greyed out (need subscription error) in Android Bitdefender Central App.
The Bitdefender Central location services does work in the chrome browser, just not work in the official android app of Central.

Screenshots indeed asked, also put the screenshots in my response here.

Alexandru_BD

Ok, try to remove the Central app from that Android phone completely, then reinstall it, login into your account and see if it works that way.

Ricks88

Tried that, also did a uninstall with Bitdefender_2023_Uninstall_Tool.
Removed my device from central and reinstalled it.

Nothing worked.

I think the problem is in my account that there still is an cancelled subscription that causes the error in the Cetral App.

When clicking on the greyed out anti-theft options it says that i need an active subscription (I have, but an old one is inactive)

See screenshot:

Is there a way to remove this old subscription from my account?

Flexx

In this case, the only way to resolve your query is to contact Bitdefender Support, as they are the only ones who can make changes to your Bitdefender Central account.

Kindly contact Bitdefender support by visiting https://www.bitdefender.com/consumer/support/help/

Select, How to's & Troubleshooting Bitdefender products→Troubleshooting→I don't know→Contact Support→ You will get the option of chat, call or email.

To get an immediate update, kindly use the chat option. Also, ensure that no ad blockers or privacy extensions are enabled in your web browser, as they may prevent the chat window from appearing.

Regards