Why does my VPN keep dropping after I use Safe Pay?

IwantIn

Ever since the new recent upgrades my VPN keep dropping after I use Safe Pay. Is this normal? It makes me nervous.

Scott

Hi @IwantIn

Do you mean, disconnecting?

It sounds like it's functioning properly. If in the Bitdefender App you have it set for VPN to open with Safepay, it will automatically be enabled while in Safepay mode. But once you exit out, it will automatically disconnect from Safepay, this way you don't have to disable it, VPN, once you're out of SafePay and in your normal Windows, browsing mode. You may have clicked the VPN icon at the bottom of Safepay, which will open the Settings to enable it, and once enabled, it will always connect when in Safpay mode, then disconnect automatically when you exit out of Safepay.

On the main Dashboard, on the left side, go to Privacy/Safepay/Settings/Settings and confirm VPN is set to open with Safepay.

Now, if you didn't have the Safepay auto-connect enabled but were already connected with the VPN on your desktop, Safpay would load with the VPN still connected. At times, it can take an exit out of Safepay, and back in, for the VPN to show green and connected. It will stay connected when you leave Safepay, as Bitdefender realizes you were using it on the desktop, in desktop mode.

If this didn't help, or answer your question, please post back.

Kind regards,

Scott

QAGuy

I experienced the same thing over and over….vpn disconnected after exiting Safeway. Was told by Bitdefender support to turn off Safeway vpn auto connect. Was also told there are 2 vpns…. Regular windows vpn and Safeway vpn. Too many answers that don5 add up. Most likely bug with software update. Once I turned off auto connect, vpn remains on. However, doesn’t that defeat the purpose of having Safeway auto connect on?

WileECoyote

I had the 'Use VPN with Safepay' toggle active before the recent updates to Bitdefender. Prior to the update, if Bitdefender VPN was already active (using the Windows standalone icon) before launching Safepay, Safepay VPN would show connected (green dot). When Safepay was closed, the Windows VPN would remain connected.

After the Bitdefender update, if the Bitdefender Windows VPN is active and Safepay is launched, the Safepay VPN indicator shows disconnected (red), however toggling to the the Windows desktop, the Windows VPN is shows connected.

Closing Safepay will close the Windows VPN connection and you have to manually reconnect it.

Safepay VPN and the Bitdefender Windows VPN did not have these conflicts before the updates. The two products worked well together. Why the change in programming?

Shutting off Safepay VPN toggle seems a bit 'anti-security' as I don't always have the Bitdefender Windows VPN active. Keeping the Safepay VPN toggle on however will cause the Windows VPN to disconnect, if it was active, which leaves the Windows session vulnerable. I do have VPN notifications active to know when the VPN is off, however why the change to Bitdefender and Safepay working hand in glove?

Alexandru_BD

Hello,

There are two use case scenarios that have been tested and are currently under investigation by the development teams.

Case 1:

• VPN OFF → opening Safepay → we see VPN connected in the lower bar status bar in Safepay
• once we close Safepay → the VPN is disconnected.

Case 2:

• VPN ON → opening Safepay → we see VPN disconnected in the lower status bar in Safepay
• once we close Safepay → the VPN is disconnected.

Note: Safepay was configured to connect the VPN when opened in both cases.

Apparently, this behavior only occurs on v27. When reinstalling with v26 initially, the engineers could not reproduce the behavior. After updating to v27, the issue started occurring again. So, we are now waiting for further updates from the development teams.

Thank you for your patience.

Regards,

Alex

Jimboy76

I have the same behaviour as described by Alexandru_BD admin July 28 edited July 28.

Its now September, what is the solution please?

Alexandru_BD

Hello @Jimboy76 and thank you for your patience.

A fix for this Bitdefender behavior is still undergoing development. I don't have an estimated time for the release of the fix yet, but it will be implemented by an automatic update of Bitdefender. Please keep in mind that all reported bugs require investigation time, and in exceptional cases the debugging phase may take longer than initially expected.

In the event you have also raised a ticket with the Support teams, they will provide you with an update once the fix is available and I will also follow up on this thread as soon as I have news.

Regards,

Alex

Jimboy76

OK Alexandru_BD, thanks for the reply, do you know of a workaround to get VPN working in Safepay (your case 2 above) ?

Alexandru_BD

Well, in my case I have the VPN set to autoconnect at Windows startup and Safepay is also set to connect the VPN automatically when used. If I open Safepay while the VPN is already connected, it remains enabled for the entire duration of the session, then when I close it, the VPN is still on, it doesn't disconnect. I'm on Bitdefender build 27.0.18.96.

Jimboy76

OK I my build number is 27.0.18.96 and I do the same as you and VPN disconnects in Safepay.

I recently added VPN to my Bit Defender to improve the security for online banking but I can't get it to work.

This seems like a serious issue which needs sorting urgently.

Alexandru_BD

I understand. This situation is being addressed with high priority and we are looking forward to a swift resolution.

Safepay is a very sealed environment and I wouldn't worry if the VPN cannot be used at the same time, if you are using a secure network with Bitdefender Firewall in place. In my opinion, the built-in VPN was mostly designed to be used when the computer is connected to unsecured Wi-Fi networks. Safepay is a protected browser after all and its purpose is to keep your online banking, e-shopping, and any other type of online transaction private and secure. This means it can defend against all e-threats that target your banking data such as hacking, phishing, packet analysis, “man-in-the-browser” and “man-in-the-middle” attacks, trojans, system changes, etc.

Thank you for your patience @Jimboy76 👍️