Cannot access modem settings when Bitdefender is installed

tprior@gmail.com

Hi,

Using latest version or BD Total Security.

I need to update my modem settings recently but couldn't access these no matter what I tried. Connection to the modem often timed out and occasionally after about 20 tries it would load the settings screen only for it to time out again. I tried adding the modem to the safe sites list as well as turning off all protections with no success.

I could however access the modem settings using my mobile phone which led me to suspect it was an issue with BD.

I uninstalled BD from one of my PC's and hey presto, accessing the modem settings is a breeze.

Not sure what can be done to make sure I have BD installed and can access my modem settings.

Thanks,

Toby

Gjoksi

Hello.

-- STEP 1 --

Repair Bitdefender, by following these steps:

https://www.bitdefender.com/consumer/support/answer/13429/

-- STEP 2 --

If the instructions from Step 1 didn't help, uninstall the Bitdefender program using the Uninstall Tool:

https://www.bitdefender.com/links/uninstall_consumer_paid.html

It will completely remove the program.

Next, reinstall Bitdefender from your Bitdefender Central account and see if the issue has been solved, as reinstalling the program usually solves the issues.

-- STEP 3 --

If the instructions from Step 2 didn't help, follow the instructions in this step.

First, take screenshot(s) of the issue,

create a log file on your Windows device using Bitdefender Support Tool, by following these steps:

https://www.bitdefender.com/consumer/support/answer/1733/

and

create a connectivity log file, by following these steps:

https://www.bitdefender.com/consumer/support/answer/9689/

Next, contact Bitdefender Consumer Support by e-mail:

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

with short description of the issue.

After that, you will get an automated reply by the Bitdefender Customer Care Team, with your ticket number.

Now, in reply to that automated reply, you can send the screenshot(s) you already took and the log files you already created.

Since you are all done, just wait for the support engineers to investigate your issue and find a solution to fix the issue.

Remember that the screenshot(s) and the log files will help a lot to the support engineers for better and faster investigation on your issue and finding a solution.

Regards.

Alexandru_BD

Hello,

If you haven't done this already, turn OFF all the Bitdefender modules from the interface and check to see if the issue persists after each deactivation. This should help identify the culprit. Remember to resume protection afterwards. I suspect this could be related to the Firewall..

Regards