Problem reinstalling Bitdefender

bigkid43

Safepay stopped automatically opening when I went to two different bank websites- Chase and PNC. No recommended fixes worked. I tried to reinstall Bitdefender Total Security by removing the Device from Bitdefender Central and then reinstalling it. It never came up with the installation screen. The PC was listed as At Risk and the "Fix in Progress" says "This Device is not Protected". Yet it's still active on my PC and says "You are Safe".

I'm using Firefox 113.0.1 and Bitdefender 26.0.35.174

How can I reinstall Bitdefender and get Safepay to automatically open when on a banking website?

Thanks in advance.

Flexx

https://community.bitdefender.com/en/discussion/96021/problem-reinstalling-bitdefender

Kindly perform below steps & see if this helps you in anyway.

1) Uninstall the bitdefender product with add/ remove programs option in windows

2) To remove the remaining files download and run Bitdefender product uninstaller: https://www.bitdefender.com/files/KnowledgeBase/file/Bitdefender_2022_Uninstall_Tool.exe

3) Restart PC in safe mode: https://support.microsoft.com/en-us/windows/start-your-pc-in-safe-mode-in-windows-92c27cff-db89-8644-1ce4-b3e5e56fe234

4) As soon as desktop opens, assuming your windows drive is C, open below things in run (windows icon + R) command one by one :

C:\Program Files (delete any folder with name bitdefender)

C:\Program Files (x86) (delete any folder with name bitdefender)

C:\ProgramData (delete any folder with name bitdefender)

C:\Users\{your pc name}\AppData\Local (delete any folder with name bitdefender)

5) Open run command again and run below command one by one :

temp ,delete all the files in the folder

%temp% ,delete all the files in folder

prefetch ,delete all the files in folder

6) Open registry editor through run command (windows icon + R) and then type regedit. Once registry editor opens, click on edit -> find, make sure to tick mark match whole strings only. Type bitdefender in search box and click find next. If any file or folder under name of bitdefender is found, delete it. Continue searching the registry and deleting until the search will report no registry keys found.

7) Restart your PC in general mode by unticking the option that you selected to run the system in safe mode and then click apply.

8) Remove devices from online bitdefender central: https://www.bitdefender.com/consumer/support/answer/2795/

9) Download online installer for your respective bitdefender product from below stated links

Bitdefender Antivirus Plus: https://download.bitdefender.com/windows/installer/en-us/bitdefender_antivirus.exe

Bitdefender Internet Security: https://download.bitdefender.com/windows/installer/en-us/bitdefender_isecurity.exe

Bitdefender Total Security: https://download.bitdefender.com/windows/installer/en-us/bitdefender_tsecurity.exe

Once your respective bitdefender product is installed, a bitdefender dialogue box will open where you will need to login with your registered bitdefender online central details and after a successful login, your product will be synchronized with your online bitdefender central account. Henceforth, your product will get registered & activated with online bitdefender central automatically.

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

If the generated logs are larger in size, you can upload the logs to google drive or we.tl (7days link validity for free users) or ask the support team to provide you with the online link & password of bitdefender cloud where you can upload the logs and share the upload link with the support team.

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

Regards

Gjoksi

Hello.

First, log out from your Bitdefender Central account.

Next, on all Windows devices with Bitdefender installed, open the Bitdefender program and do this:

In the next dialog boxes enter your e-mail and password that you used for your Bitdefender account and subscription and click on "Sign in".

You are done.

Wait a few seconds and sign in back to your Bitdefender Central account.

Now, in Bitdefender Central, you will have displayed the correct number of protected devices with the correct Bitdefender product installed on each device and you will not get any "At Risk" messages.

Open your Bitdefender program and go to Safepay -> Settings -> Settings and enable "Safepay notifications" and "Automatically open Bitdefender Safepay".

Now, open the bank page in Mozilla Firefox, as i did.

The bank page will be opened in Safepay, next in Safepay you will get a notification: "Always open ... (the bank page) in secure environment?" and just click on "Yes".

That's all, the next time you open the bank page in Mozilla Firefox, it will be automatically opened in Safepay, you just need to wait for few seconds for the pank page to be redirected from Mozilla Firefox to Bitdefender Safepay.

Finally, you can delete the bank page by opening Safepay, go to three dots in the upper right corner, click on Settings and delete the bank page listed there.

Regards.

Alexandru_BD

To add here, make sure Encrypted web scan option is turned ON. To find it, go to Protection > click on the Settings button in the ONLINE THREAT PREVENTION module, then make sure the ENCRYPTED WEB SCAN slider is set to ON(blue). If this feature is off, the website may not be detected by Safepay as a banking website, therefore it won't be automatically opened in Safepay.

Apart from this, it should be smooth sailing, just open Safepay and access the website you want to be opened automatically, or to be prompted for when accessed. Click the the star icon at the end of the address bar and check the box Automatically open in Safepay then click Create and that's it.

Regards

bigkid43

Thank you all for your swift and helpful recommendations. I tried Gjoski's recommendation first and worked perfectly. Thank you so much.

Next up, trying Alexandru_BD's recommendation. I'll let you know my progress.

bigkid43

I've been unsuccessful to get Safepay to open automatically when visiting bank websites. I tried adding and deleting bookmarks, marking the star icon, and crossing my fingers. Nothing has worked so I just go in manually.

Any suggestions would be appreciated. Even starting a new thread.

Thanks for your assistance

Alexandru_BD

Hi @bigkid43,

Normally, when you open Safepay and access the desired website, you can click the star icon at the end of the address bar and check the box 'Automatically open in Safepay' then click 'Create' and this should ensure that the website is opened automatically in Safepay, even if it's not a banking website. If this doesn't work and if Encrypted web scan is enabled as well, I would recommend to get in touch with the Support engineers and provide them with the URL of the website for further troubleshooting.

You can get in touch with our engineers by choosing one of the contact channels available here:

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

Let us know how it goes.

Regards