BD GravityZone - keep deleted machines from reappearing

realmx2 · 2023-05-09T18:06:38+00:00

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We resell GravityZone, so we have many companies created, and then within those companies there are multiple computers. Before billing for another year we do an inventory of how many computers are in their "network" section. computers that haven't been seen on over x months are deleted, and then deleted from the deleted folder as well. If that computer ever comes back online though it shows back up again (and we are billed). This seems silly to me as the computer should checkin and see it has been removed and should no longer have a license, why would bitdefender re-add it to the account? Is there a way to stop this from happening? Sometimes this happens in situations where there is no way for us to find out what the computer is, or where it is. Sometimes it's from a user that left the company, or it's a machine that was given to someone else. When it's turned on only at random times we can't even catch it to send a remove command. It's very frustrating and not very scaleable with continuing to resell.

Is there a way to make a make deleting a machine actually delete a machine?

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Gjoksi

Hello.

Since you need help with business product, @Alex_Dr or @Andra_B (they both provide support for business products) could take a look here and help you with the issue.

Also, you can always contact the Bitdefender business support:

https://www.bitdefender.com/business/support/en/71263-85158-contact.html

Regards.

Alex_Dr

Hello @realmx2,

You will need to uninstall the product before deprecating the machine, yes, as a way to make sure it doesn't grab another license.

Please let me know if additional information or assistance is required.

All the best,

Alex D.

realmx2

@Alex_Dr - the issue is that if the machine is lost, stolen, not being paid for anymore, or not in our control and offline there is no way to remove bitdefender. We can issue an uninstall command but if the machine doesn't come back on within x amount of hours that fails. It makes no sense that if we control the account that we can't forceably remove a machine.

Lets say a client stops paying us and only uses the machine every so often and only at 2am in the morning. We will never be able to stop paying for that license unless we continually issue an uninstall command for the machine and hope that the client will turn it on before the job times out. This is not a scalable scenario when we have hundreds of machines.

Alex_Dr

Hello @realmx2,

Thank you for the prompt response.

When adjusting the products or developing new features, the product management teams always take multiple criteria into account. Even though a feature may seem effortless to implement at first, the developers are also considering aspects such as the value the respective feature brings to the average user, as each modification must be designed for both advanced users and less tech savvy users as well, to meet overall requirements.

The developers always analyze feature requests based on many criteria and some will not be implemented even if they may have low complexity, as long as they do not provide value for a relevant mass of users. The priority is to develop new things that bring additional benefits and protection for all users, as the threat landscape evolves.

Let me know if additional information is required.

All the best,

Alex D.

realmx2

@Alex_Dr - that was a lot of words to say that bitdefender doesn't seem to care that on a product meant to resell that there is no way to do something as simple and basic as remove a license forceably. It really doesn't matter how complicated it may be to program it on the backend, that's not my problem, I'm the customer, and it's the most basic of features. And as for it not meant for a "less tech savy user", it's a multi-tenant resell product meant to be used on multiple companies with multiple policies and packages, the whole product is not meant for non tech savy users, it's meant for administrators and msps. Out of all the products that I've ever resold there is not a single one that doesn't offer this basic functionality.

At the end of the day it sounds like you are saying that it's not an option and not going to be in the near future either?