I have opened an official ticket with Bitdefender Technical Support (ticket no. 1010546612) to investigate the behavior of Safepay. Logs generated by Bitdefender’s Support Tool were submitted, including video recordings of the issue.
After analysis, Bitdefender confirmed that there are no internal faults or corruption in Safepay, and that the behavior is not caused by Bitdefender itself. I also performed additional system integrity checks using Windows commands (DISM /Online /Cleanup-Image /RestoreHealth and sfc /scannow), which reported no errors.
Returning with the solution:
Thanks to Bitdefender’s support, I was able to specifically identify the service interfering with Safepay. It is a Samsung service called “GalaxyBookExperience”.
How I discovered this:
- I ran msconfig, hid Microsoft services, and disabled the remaining ones one by one, testing Safepay after each step.
- Then, using services.msc, I manually stopped services individually and observed the behavior.
- When I stopped the GalaxyBookExperience service, Safepay worked flawlessly.
- Restarting the service made the problem return.
- For final confirmation, I stopped the service again, and the issue disappeared entirely.
Based on these controlled tests, I can state that the GalaxyBookExperience service is the direct cause of the problem.
I want to emphasize that this is a compatibility bug between GalaxyBookExperience and Bitdefender Safepay, already validated by the antivirus manufacturer. I kindly request that Samsung investigates this conflict and, if possible, delivers a fix through Samsung Update.
