Unable to download Bitdefender

Rob_Nicholson

Trying to download Bitdefender from the GravityZone cloud console. It starts to download but then bombs out. Try again and it fails either sooner or sometimes later. Most I've seen is ~70% download.

Andrei_S Enterprise

Hello @Rob_Nicholson ,

Please check that all the following ports are not blocked by your firewall: https://www.bitdefender.com/business/support/en/77209-376337-gravityzone-communication-ports.html#UUID-b501e153-c39e-f4c6-9c42-eb9a32f09f70

Note the article is for the Cloud infrastructure but you have a link for the on premise one as well.

Also, if the issue still persists we would need logs to provide to our Enterprise Support Team to be analyzed.

If you are downloading directly from cloud we would need Support Tool Logs: https://www.bitdefender.com/business/support/en/71263-85158-contact.html#UUID-c175162b-7d0a-14f0-911f-92e9768eaf5b_bridgehead-idm4491549226755232915926861842

If you are using a relay, we would need advanced logging also from the relay:

• Go to GravityZone Console > Network > endpoint > Troubleshooting > 'Debug session';
• Collect the logs using the - 'Product general issues (high verbosity logging)’ scenario.
• Wait at least 5 minutes for logging to start - The console should display a confirmation, if you don't see the confirmation refresh the webpage.
• Reproduce the issue: Reproduce the behavior that causes the issue - leave logging on for at least 15 minutes;
• Stop the logging process and upload the log in the case.

Kind Regards,

Gjoksi

Hello.

Since you need help with business product, @Andrei_S Enterprise (who provides 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.

Rob_Nicholson

I did raise with Enterprise support. I've just tried again and it downloaded quickly and without a problem. Same internet connection at this end so suspect they were having transient problems with the Bitdefender server.

I'd worked around it already by downloading and unzipping the Windows kit (the Endpoint Security Package) - that downloaded fine.