why does my VPN continually spool "Disconnecting" ?

Even after a restart. I don't see anything mentioning this in a Bit Community.

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Answers

  • Flexx
    Flexx DEFENDER OF THE YEAR 2023 / DEFENDER OF THE MONTH ✭✭✭✭✭ mod

    Kindly check on troubleshooting page of bitdefender vpn (https://www.bitdefender.com/consumer/support/troubleshooting/products-vpn/) where on the basis of your operating system you can find various troubleshooting steps related to different vpn issues.

    If issue persists, 

    Generate bitdefender support tool logs: https://www.bitdefender.com/consumer/support/answer/1733/

    Generate bitdefender connectivity logs: https://www.bitdefender.com/consumer/support/answer/9689/

    Share the logs & your query with bitdefender support team by dropping them an email at [email protected]

    The support team will reply back to your query within next 24-48 hours excluding weekends.

    Regards

    Life happens, Coffee helps!

    Bitdefender Ultimate Security Plus (user)

  • Hello @Mseey,

    It's difficult to tell without more information. There are a few common causes for connection errors encountered by Bitdefender VPN:

    • You are not connected to the Internet and can’t access the Internet via Wi-Fi or Ethernet cable. Make sure you have Internet access before using Bitdefender VPN.
    • A strictly configured firewall is preventing VPN connectivity (e.g. 3rd party firewall software, router’s built-in firewall). If you are not sure if your router comes with a dedicated firewall or how to turn it off please refer to its manual, contact the manufacturer or your ISP.
    • Another VPN or Proxy is running when you try to connect. In this case, disable the other VPN/Proxy solution.
    • You’re on public Wi-Fi such as work, school, airport, etc. which may have blocked the ports required by Bitdefender VPN. You’ll need to contact the network administrator to try and change their firewall settings.
    • The port used for the VPN connection is closed. Depending on the device you’re currently using, the port 443 UDP must be open.

    But connectivity issues are not limited to this. For a more efficient diagnosis, some additional information is required. When contacting our Support Teams for further assistance, kindly provide the engineers with the following details:

    • The OS on which the vpn is running
    • Whether the problem occurs on a specific location or all locations
    • IP of the affected server
    • If using standalone vpn or vpn in BMS
    • Whether the problem occurs only on mobile data or only on wifi or present on both. Preferably try multiple networks
    • App version.

    This could also be related to a temporary network disruption.

    You can use the link below to choose the desired contact channel for the Support Teams:

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

    Let us know how it goes.

    Regards

    Premium Security & Bitdefender Endpoint Security Tools user

  • Hello @Mseey,

    Following up on my previous comment:

    To add here, apart from the general possible causes behind VPN connectivity issues, it appears that this behaviour is caused by a specific issue that has been recently identified by the VPN engineering unit.

    We don't have an ETA for the fix yet, but it's a high priority investigation and I'll get back to you as soon as we have news.

    Thank you for your patience and understanding.

    Regards

    Premium Security & Bitdefender Endpoint Security Tools user