VPN won't connect and no error message / Error Codes is displayed

Mohamed Moniem

Dear all,

I recently purchased a new laptop and installed Bitdefender VPN. When I connect to the VPN, it will show "Connecting" for a few seconds then goes back to "Turn On to Secure your Connection".

Reinstalling does not solve the issue. I am installing Bitdefender VPN on three different devices (Windows, Android and iOS). Only iOS iPhone is working but the Windows laptop and Samsung Android is not working. I contacted support team and they tried everything available solutions, but the issue still exists.

I am using the Free Subscription Version but did not purchase the premium yet.

On Windows laptop, I logged in with different user with Premium Subscription and the problem is the same.

This is urgent pls.

edit: removed your email link for your security and privacy sake. Deleted your other post in lieu of this thread.

Alexandru_BD

Hello @Mohamed Moniem,

For Android, see if the troubleshooting steps from this article help:

https://www.bitdefender.com/consumer/support/answer/40739/

In regards to the Windows connectivity issue, there are a few general 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 a public Wi-Fi such as work, school, airport, etc. which may have blocked the ports required by Bitdefender VPN. You 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.

However, more information might be required for an accurate diagnosis. In the event the issue persists, you may revert to our engineers for further assistance. I could not locate an open case to request an update.

Regards

Mohamed Moniem

Thanks Alexandru.

I followed all the above steps but still Bitdefender is not working on Windows.

I opened Port 443 UDP and followed the instructions here: https://www.ssldragon.com/blog/what-is-port-443-and-how-to-enable-it/

I am using my Home WiFi.

I have no other VPN Systems nor Firewall installed on the laptop.

I am available in case you want to do remote Login

Alexandru_BD

Hi @Mohamed Moniem,

Thank you for updating us on the steps you have already taken in an attempt to fix this.

Unfortunately, we won't be able to do a remote session on the forum, as this can only be achieved by our support engineers. If you have a ticket number, I can ask them to get back to you as soon as possible, to schedule a remote session.

Regards

Mohamed Moniem

Apart from teh Remote session, what else can be done.

I am noticing that this issue is one of teh common issues in this discussion forum and there is no clear solutions.

Many people are complaining from the same issues.

Mohamed Moniem

https://community.bitdefender.com/en/discussion/comment/323319#Comment_323319

I opened a Support Ticket:

Your assigned ticket number is 1008279197 

Alexandru_BD

There are a couple of general troubleshooting steps that may help in most cases, but the right solution depends on what is causing the fault in the first place. Some information is required from you prior to the remote session, for a more efficient diagnosis. Although you may find various reports of VPN connectivity issues on the forum, not all of them are caused by the same thing and when they are, it's most likely the case of an outage at a larger scale.

The basic information required by the Support Teams for connectivity issues are the following (but not limited to this):

• The OS on which the vpn is running.
• Whether the problem occurs on a specific location or all locations?
• IP of the affected server
• Whether the problem occurs only on mobile data or only on wifi or present on both. Preferably try multiple networks.
• 8. App version
• The Central account

Please make sure to provide the above information to our engineers when contacting them. This way, they will be able to assist accordingly and in a timely manner.

Thank you

Regards

Alexandru_BD

https://community.bitdefender.com/en/discussion/comment/323321#Comment_323321

Thank you for providing us with the ticket number. The Support engineers will reply to you in the shortest time possible.

Regards

Flexx

Additionally, kindly check on troubleshooting page of bitdefender vpn where on the basis of your operating system you can find various troubleshooting steps related to different vpn issues.

https://www.bitdefender.com/consumer/support/troubleshooting/products-vpn/

If issue persists, 

Generate bitdefender BDsysLog: https://www.bitdefender.com/consumer/support/answer/1922/

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 bitsy@bitdefender.com

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

Regards