Bitdefender VPN - Error Code 1(HydraKilled)

My VPN has stopped working again, this new version with the interactive map is not fit for purpose, it commonly fails to connect, disconnects for no reason on multiple PC's I have running windows 10 or 11..... the old version without the map was brilliant.

Today I have the above error, I can't find any info on this error anywhere, not even searching the help on here, I have port 443 open in my Sky Router, I have reset the internet by using the 6 commands listed in the help article 11311 which all worked, my internet is working with no problems, my Bitdefender VPN is a paid 10 device subscription and I am using an activated copy of Bitdefender Total 10 Device, I am not on a public Wi-Fi, my Wi-Fi is actually turned off and I am connected through Ethernet Cable directly to my Sky Router.

I Have removed and re-installed the VPN before trying any resetting ect, then tried all the fixes (except changing my DNS Server) in the help article 11311

I have blanked my I.P in the screen shot attached

Any ideas ??


Answers

  • Flexx
    Flexx DEFENDER OF THE YEAR 2023 / DEFENDER OF THE MONTH ✭✭✭✭✭ mod

    Kindly contact Bitdefender support by visiting https://www.bitdefender.com/consumer/support/.

    Depending on your selected product and the type of issue you're facing, you can reach a support representative via email, chat, or phone.

    If you choose email support, you will receive a ticket number in your registered email. Kindly generate and attach the following logs to the ticket:

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

    Generate Bitdefender Support Tool Log: https://www.bitdefender.com/consumer/support/answer/1733/

    Generate Bitdefender Connectivity Log: https://www.bitdefender.com/consumer/support/answer/9689/

    If the generated logs are larger than 25 MB, which is the attachment limit for most email vendors, you can upload the logs to https://upload.bitdefender.net/ and share the link with the support team.

    Regards

    Life happens, Coffee helps!

    Show your Attitude, when you reach that Altitude!

    Bitdefender Ultimate Security Plus (user)

  • AwayneA
    AwayneA Retired IT Professional
    edited April 7

    I followed your recommended procedures to troubleshoot/fix VPN connectivity problem. VPN still failed. I tried to generate a support email and include bdsyslog, SupportTool generated file and a Connectivity Issues executable that generated a support file. The support email would only allow me to include 2. When I clicked Submit, the process hung up there forever.

    I'm a retired IT guy. I use Bitdefender because it was what they used (at the time, a cyber security company). I have a love/hate relationship with Bitdefender…until this VPN connection issue, it's been mostly Love, but now…not so much. I have a long reach. People ask me for assistance and recommendations all the time. If you can't fix this, I will ride out the subscription and have to look for something better and my recommendations will point elsewhere.

  • Flexx
    Flexx DEFENDER OF THE YEAR 2023 / DEFENDER OF THE MONTH ✭✭✭✭✭ mod

    Life happens, Coffee helps!

    Show your Attitude, when you reach that Altitude!

    Bitdefender Ultimate Security Plus (user)

  • Alexandru_BD
    Alexandru_BD admin
    edited April 8

    Hello @AwayneA and thanks for joining us here. Before leaving Bitdefender, we would appreciate if you could give us a chance to fix this for you.

    First, can you confirm if you have applied all relevant troubleshooting steps described in this article?

    https://www.bitdefender.com/consumer/support/answer/11311/

    Have you already raised a ticket with the Support teams? If yes, kindly provide me with the number so I can check it for you.

    If the answer is no and the connectivity issue persists, and you could not upload the necessary file on the ticket, please sent the request regardless of this and include the following information in your inquiry:

    1. The OS on which the VPN is running
    2. The Central account
    3. Whether the error occurs on a
      specific location or all locations?
    4. IP of the affected server - the IP displayed in the VPN interface
    5. If using standalone VPN or VPN in BMS
    6. Whether the problem occurs only on mobile data or only on Wi-Fi or present on both.
    7. App version.

    Once the Support engineers will have this basic and mandatory information to proceed, they will also request for a SPT log, if the error is encountered on Windows and they will provide further guidance and help you attach the file.

    Regards,

    Alex

    Premium Security & Bitdefender Endpoint Security Tools user