Wife's PC BDTS Firewall Notification Prompt Bug. Any Help?

Marchen · 2022-12-03T12:03:05+00:00

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Hi,

My wife's PC is experiencing a bug with the firewall notifications. We use the firewall in active mode so it can notify us every time a program is trying to access the internet. On my PC everything works fine. On her PC, very often when she gets a notification from the firewall asking to ALLOW or BLOCK a connection request, the notification gets stuck on screen. Pressing either option or the X button, doesn't remove the notification. It goes away only for a part of a second and immediately pops back. The only way to remove it is by restarting the PC. Trying to kill the notification process through the Task Manager is not possible.

If the notification prompt is moved to the side of the screen to postpone a restart, it creates another problem because if another program requests a connection permission, the initial stuck notification prompt is preventing the new prompt from appearing.

Both of our Bitdefender Total Security versions are the latest. The issue has been goin on for months. I use Win 10 Pro and she uses Win 10 Home.

I also tried to message Bitdefender support from her PC and try to reproduce the issue, however the option to contact Support directly DOES NOT exist on her Bitdefender screen. And when I tried to do it from my PC, I had to agree to allow bitdefender to gather and submit information from my PC to relate to the issue. It does not specify WHAT information it will gather and I am not comfortable with that. If I could see the gathered information log it would be fine. This Apple type of NO INFO approach if not good to a privacy cautious party.

Hoping to hear back from you soon.

Thank you.

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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

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

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

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 file you already created in the first step.

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 file will help a lot to the support engineers for better and faster investigation on your issue and finding a solution.

As for your question about what information is gathered for the Bitdefender Support Tool log file, here is the information from the log file i just generated on my laptop:

C:\Users\...\Desktop\BDSP...\Bitdefender Support Tool

C:\Users\...\Desktop\BDSP...\Program Files

C:\Users\...\Desktop\BDSP...\ProgramData

C:\Users\...\Desktop\BDSP...\Users\...\AppData\Roaming

C:\Users\...\Desktop\BDSP...\Windows\System32\Tasks

and some files generated by the Bitdefender program

So, it is only technical data, not personal data.

Regards.

Alexandru_BD

That sounds like a glitch. You could try the repair steps provided by Gjoksi above and also a fresh reinstall of the product. If this doesn't help, then it's a task for the Support engineers to find the culprit.

In regards to the logs, when you use Bitdefender products it is possible to share with us some technical details, such as data for identifying the device (UUID), the infected URL you reported or an IP addresses. If you use a Bitdefender product that integrates with your email server, some technical data of the infected files could be send to us, including data such as sender, recipient, subject or attachment. If you use one of our mobile Bitdefender Solution, we may collect installed application information whenever scans are performed, to check against the latest threat information available and warn you if alleged malicious apps are found. In most cases, all these technical data may not lead to your direct or indirect identification, but in some very specific cases, computer specialists might be able to identify a specific user. Therefore, we treat all such information as personal data and protect it as such.

This technical data is solely used for the purpose of information and network security by correct and efficient operation of the products and services, according to the technical specifications, and their improvement, including by analyzing the reported security issues. This includes delivering and customizing related services. In addition, we may use this information for statistical purposes and improving the quality of our products.

The legal basis for processing these data is performance of a contract to which the data subject is part of.

For more information regarding the personal data we collect, how and where we may use it, how we protect it, who has access to it, with whom we share it, and how you may correct it you can check our Privacy Policy for Home User solutions at the link below:

https://www.bitdefender.com/site/view/legal-privacy-policy-for-home-users-solutions.html

Please note that, in the absence of the logs required for troubleshooting, our Support Teams may not be able to provide the requested assistance.

Regards

Marchen

https://community.bitdefender.com/en/discussion/comment/318850#Comment_318850

Thank you guys, I will try these steps and inform of the outcome.

Marchen

Hi guys,

Just to update what happened so far.

I went to the programs menu on the PC and went to uninstall Bitdefender, then I pressed the reinstall and keep settings option.

Strangely enough, the sign-in email was indeed saved, but all the settings were gone, all the firewall rules erased as well. Regardless, that was about 2 weeks ago and so far the notification bug has NOT reappeared. Lets see how it goes further on.

Thank you all for your input :)

Alexandru_BD

Hi @Marchen,

Thank you for following up on this and for sharing the outcome with us.

Keep us posted if the bug reappears, let's hope not 😊

Cheers

lucian.wx

I have the exact same issues! It is a clean Windows install, clean BitDefender install.

I tried removing, reinstalling, repairing, etc. NOTHING HELPS!

It happens from time to time and it also BLOCKS any other applications until the computer is restarted.

VERY FRUSTRATING!!!

I may need to ditch the license after one month and switch to Norton

Alexandru_BD

Hello @lucian.wx,

If a clean reinstall/repair did not solve the issue, then I would recommend contacting the Support engineers for a more in-depth investigation. If you have Alert mode enabled, you can also disable it temporarily, at least until the issue is resolved.

You can reach our Support teams using one of the channels available at the link below:

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

Regards.