Unable To Login To Mybitdefender Via Google Account

wblight1

Hello there everyone, I registered today to see if I could perhaps have some assistance accessing my account via the https://my.bitdefender.com/ domain.

I installed Bitdefender last year and at the time logged in and activated the product with a Google Account.

Everything worked fine at the time and I was able to access mybitdefender.

Now coming back to it a few months later, I seem to be having some problems.

Essentially, when I attempt to login (via Google) it accepts my username and password, then sends me to a loading screen followed by nothing more than a black page.

(some info in the screenshot - just mentioning it here in case the bbcode plays up)

I have tried to access my account over 2 PC's. One with Bitdefender installed, one without.

On both PC's I have tried with both Google Chrome and Internet Explorer. Javascript is running, and Adblock was turned off. I also ran a version of IE without plugins.

Both PC's run Windows 7 Professional 64-bit over a wired ethernet connection. All other services are connecting and running fine.

On the PC with Bitdefender installed I have tried accessing mybitdefender through the main product website, the direct link above and finally the Bitdefender software itself (clicking MyBitdefender > Account Settings > Go To MyBitdefender & MyBitdefender > Dashboard).

For what it is worth, the actual installation of Bitdefender is as follows:

-Bitdefender Total Security 2013

-Build: 16.29.0.1830

I can provide any additional info needed.

Please take your time, but please help me!

Edit: Sorry, just noticed now that I put this in the 2012 product forum despite being a 2013 product!... I guess I purchased it in 2012 :S

Georgia

Hello Mr William,

No worries, I will move the topic in the corresponding area.

In order to be able to properly identify the causes for the reported situation and find a solution we will need to investigate a bit deeper.

Please follow the steps below and send us the result:

a ) Go to this page

http://technet.microsoft.com/en-us/sysinte...s/bb963902.aspx and download the autoruns file.

b ) Extract the contents of the downloaded file and run the 'autoruns.exe' file;

c ) Wait for the list to be filled with all the processes and then make sure that you have the Everything tab selected in the upper part;

d ) Click on the Disk icon right under File and chose any location folder on your computer;

e ) Save the file with a specific name (your name, computer name, a random name, which one you want) and then send me a PM with it.

Then please generate also a support tool log:

http://forum.bitdefender.com/index.php?showtopic=29927

If the file is too big to attach, upload it on

http://www.sendspace.com or http://www.mediafire.com

and post the download link.

If you were already asked to generate these logs, disregard the above message and just post the ticket ID.

Thank you.

wblight1

The PM was sent, thanks Georgia!

wblight1

I would just like to add this whilst I wait for a reply from the PM.

This morning I went ahead and installed a copy of Bitdefender onto another PC. When asked to login I proceeded to login with my Google Account. This worked, and it took me to mybitdefender - onto a page to confirm my details etc.

I could use all the buttons on the webpage (was even able to view my licenses) except for Dashboard. Clicking that did nothing at all.

Later, trying to access mybitdefender failed as per the usual, with the black screen. I believe there may be an issue simply with my Dashboard then. This would be the default page on mybitdefender (I assume) and since that is the part that was not working before, that would probably be why it fails.

I will wait for a reply anyway, but figured that might help in troubleshooting.

Georgia

Hello and thank you for providing me with all these details.

I finished analyzing the logs you submitted via PM and I couldn't find anything that may lead to this behavior.

I suspect the issue is related to your internet connection, but to make sure we are pinpointing the correct cause please follow these steps:

1- restart one of your machines in Safe Mode with Networking

2- while in Safe Mode with Networking, please go to https://my.bitdefender.com *(your Bitdefender product will be disabled so you will need to access the address manually from your browsers)

3- test to see if the MyBitdefender platform loads correctly this way

I'm looking forward to your reply. Thank you for you cooperation.

wblight1

Well, it is definitely a configuration issue on my end then. I attempted to access mybitdefender whilst in Safe Mode (with networking) on both PC's. Both were successful.

Whilst in safe mode I accessed the site with Google Chrome and Internet Explorer 9 - They both worked fine. Booting back into normal mode, I was again presented with a black screen after attempting to login. The second PC has no extensions installed on either browser so it likely isn't that. The first PC has Adblock in Chrome, but I have since disabled that in testing.

The only common things between the two PC's would be some Intel software and drivers as I used very similar hardware (and thus drivers) when assembling them.

I might have a laptop handy somewhere with completely different hardware and software. I will try to login using that. In the interim, I can provide the same files again from the other PC, to see if there are any obvious common denominators there. That is up to you if you want the files obviously.

On a side note (after typing all of the above), as a temporary solution I have found that I can access the full site properly by using an Android Tablet. For me this is a very good solution, but I should still probably try to work out the issue here.

Also, it just occurred to me - the website itself wouldn't need any fancy firewall rules or ports opened? I imagine it all just runs on the regular http/https ports?

wblight1

Sorry, unable to edit the above post so I need to double-post here!

I went and tested this on a laptop in Normal mode using Google Chrome (Adblock Plus running). This worked too, meaning my issue is definitely restricted to just two PC's then.

Laptop was typical Windows 7 64-bit over Wi-Fi.

I am going to throw this down to perhaps some odd driver or security configuration. This is really hard to say.

All up though, the urgency is definitely gone being able to access this via the tablet or laptop. I will still try to fix this as I said before, but it is okay if it takes a while now.

Georgia

Hi Mr William,

If any of your IE browsers are v10 I would also recommend taking a look at these steps:

http://forum.bitdefender.com/index.php?sho...st&p=189606

Thank you for your patience and cooperation.