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Repeated SecurePass Login Requests EACH PC EVERY SINGLE DAY

BGPhilbin

I have multiple PCs that I use throughout a given day and I use SecurePass on all of them.

Sadly, I repeatedly see this request EVERY DAY when I first open up Firefox.

If this is the way this is going to be, I think I'm gonna leave Bitdefender and find other alternatives. Just when I thought we had this issue handled, Bitdefender changes from Password Manager to SecurePass and starts this "login loop" all over again.

Completely stupid for me to have to login for every use of my browser, on every PC every single day. This is the popup that comes along every time I open my browser:

Are you guys gonna fix this or not??

Brian

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Comments

Alexandru_BD

Hello,

I noticed that the toggle for "personal information" is disabled. It says there that the extension cannot work without that permission. Have you checked what happens if both toggles are enabled?

BGPhilbin

Yes, that's just the way it pops up, but I've toggled both to yes every single time. And now, I'm getting this page every 9 hours. On every PC I own.

dbadulici

Hello @BGPhilbin,

Thanks for flagging this, and sorry for the hassle. That consent screen is only meant to appear once, so seeing it repeatedly means SecurePass's locally stored data is being cleared or reset between sessions on your device, the extension itself isn't re-triggering it, we've looked into it.

This is almost always caused by something outside the extension clearing browser data. Could you check a few things?

Do you run any PC cleanup, "optimizer," or privacy tools (including scheduled/automatic cleanups)? If so, does the timing line up with when the prompt reappears?
In Firefox settings, is anything set to clear data when Firefox closes?
Which SecurePass extension version and Firefox version are you on?

If you'd rather not troubleshoot in public, please contact our support team.

Thanks!

BGPhilbin

Firefox version is 153.0 (64-bit, updated this morning and whatever the previous version was) and the only privacy thing I have on the PC is Bitdefender AV (which is where I got SecurePass).
SecurePass is whatever the most recent version is (if there's a way to figure that out, please advise, I couldn't find it) - I had to re-install the extension on both PCs.

Didn't run any cleanup, optimizer or privacy tools. Unless Bitdefender, itself, might be clearing it when it runs its standard scans.

Firefox not only is set to protect Bitdefender from clearing anything in the settings, but the setting to clear upon exit is unchecked and privacy/security is set to standard.

I'm happy to troubleshoot here in public, as it might help someone else in the future.

BGPhilbin

A slightly new twist today - after agreeing, it opens up my vault. However, the extension still doesn't recognize that I'm logged in (greyed out). After a while (maybe 5-10 minutes) of being in the vault (during which time, you can freely explore everything), that eventually results in being shunted to the Bitdefender Central login page (which, for the past week up until yesterday, was occurring immediately).

So, even though it initially recognizes that you were already logged in, it will eventually log you back out again.

BGPhilbin

This continues to be an annoyance multiple times per day. On both PCs, no other settings that have been mentioned as of yet. It persists after 2 weeks as of today. I thought that it might get fixed, then it didn't, then I came here to seek assistance. While I've answered questions whenever they've been put to me, I've had no suggestions or recommendations that might resolve the problem.

Something changed between 7/12 and 7/18 and no one seems fussed to discuss it.

As mentioned previously, the issue is labile in its presentation, but always requires a complete login to Bitdefender Central and then SecurePass.

Please help - I'd really prefer not to have to ditch Bitdefender entirely after having just renewed a couple of months ago.

Mark P.

I have the same Mozilla Firefox configuration and version (153.0) as Brian and have also been experiencing the identical issue of constantly requiring a new log in to SecurePass - with it also having begun last week in the time frame of 7/12 and 7/18 as noted by Brian. This is the time period when SecurePass stopped launching on my computer and I had to download and reinstall it. Not sure what caused that as SecurePass was working fine prior to that time. I too have the Remember Me on this computer checked, and my time interval to require a PIN when idle set to 12 hours. This full log out occurs within several hours of idle time and requires full log in to Bitdefender and then SecurePass vault each time, not just entering my PIN. After logging back in everything works well until the next idle time log out.

I am also looking for assistance in troubleshooting and resolving this.

Ovifquin

Bonjour,

J'ai exactement le même problème sur firefox sous linux.

Sous Android je n'est pas ce problème.

Donc Sous Firefox j'ai importé ma base de donnée mdp en .csv et je met à jour quand je change un mdp.

C'est dommage d'avoir une suite logiciel pour 25 appareils et de pas pouvoir l'utiliser sur un pc sous linux.

D'ailleurs il serait peut-être temps de penser à la communauté linux.

Cordialement

BGPhilbin

FRENCH TO ENGLISH TRANSLATION of the above:
Hello,

I have exactly the same problem with Firefox on Linux.

I don't have this issue on Android.

So, for Firefox, I imported my password database as a .csv file and update it whenever I change a password.

It’s a shame to have a software suite for 25 devices but be unable to use it on a Linux PC.

By the way, it might be time to consider the Linux community.

Best regards,

BGPhilbin

Since you still haven't commented on my response below from last week, I'm posting as a direct reply:

Firefox version is 153.0 (64-bit, updated this morning and whatever the previous version was) and the only privacy thing I have on the PC is Bitdefender AV (which is where I got SecurePass).SecurePass is whatever the most recent version is (if there's a way to figure that out, please advise, I couldn't find it) - I had to
re-install the extension on both PCs.

Didn't run any cleanup, optimizer or privacy tools. Unless Bitdefender, itself, might be clearing it when it runs its standard scans.

Firefox not only is set to protect Bitdefender from clearing anything in the settings, but the setting to clear upon exit is unchecked and privacy/security is set to standard.

I'm happy to troubleshoot here in public, as it might help someone else in the future.

Alexandru_BD

Hi,

I think this requires a more in-depth look and possibly debugging and we won't be able to achieve that on the forum.
I would recommend to get in touch with the Bitdefender Support teams, because here we are talking about specific account information and local troubleshooting, so it's best to contact the Support engineers so they can investigate further. At this point this is not considered to be a general issue, but since we noticed that there are multiple reports on this thread, I think it's best to troubleshoot on a case per case basis and see if there's a connection or a singular cause. You can use this link to contact the Support teams:

https://www.bitdefender.com/consumer/support/help/

State your contact reason, choose request category, then select from the available contact channels, chat, phone and email/ticket. Chat would be the fastest way to reach them.

Once a solution or workaround is found, please make sure to follow up here, if possible, so we may help other users who may encounter this in the future.
Much appreciated.

BGPhilbin

Thank you! Will do - this is good to know.

Pax, harmonia,

Brian

Ovifquin

Demande faites.

Merci pour votre aide.

Cordialement

Vifquin olivier

BGPhilbin

I started a chat with them. Their first response (before really hearing anything from me) was to restart my PC and see if that made a difference before returning to communicate with them. I did it with both my main PCs, but- sadly - it did absolutely nothing to correct the issue.

Wouldn't that have been wonderful had it worked?

Ovifquin

Bonjour,

PPour Ma part il mon demandé :

Veuillez vous assurer qu’après vous être connecté avec votre compte Bitdefender, sur la page où il vous est demandé de saisir le mot de passe principal, vous cochiez la case vous demandant si vous souhaitez rester connecté.

Non mais franchement il nous prennent pour des demeurés.

Je fais de l'informatique depuis les débuts du pc, je suis passé de Commodore 64, à un pc msdos 1.0.

Donc messieurs les ingénieurs, certes vous avez fait des études pour arriver là où vous êtes, et personnellement je vous remercie de vous soucier de notre sécurité.

Mais s'il vous plaît arrêtez de prendre les gens pour des débiles.

Et me dites pas que c'est la procédure, si j'utilise linux c'est que j'ai certaine compétence ne croyez-vous pas ?.

Cordialement

Vifquin olivier

BGPhilbin

Also, the Chat feature is now no longer available, so I have now E-mailed my request for assistance.

BGPhilbin

Except that the E-mail feature at Support Teams requires Captcha and, after checking the box, it's simply cycling over and over and will not move on from there, making it impossible to complete the process so that they receive my E-mail.