BitDefender blocks Sidify Convertor and Amazon Music Win 11 App

I have installed Sidify Amazon Music Converter in Win 11 and when BitDefender Shield is of (unprotected) the software works OK and is functional. When BitDefender shield is enabled the Sidify and Amazon Music crashes and apparently a malware is cleaned. I have isolated the problem with a file which is quarantined in Users\~\AppData\Local\Temp and this file is being created when AmazonApp is loading. To me I don't this it is a nasty file as I have not noted any ill consequences after working on the laptop for days. I have also tried to make it safe as exception in Shield Protection but this is not helpful. Can somebody shed some light as to the remedy of this problem? Thank you

Answers

  • Flexx
    Flexx DEFENDER OF THE YEAR 2023 / DEFENDER OF THE MONTH ✭✭✭✭✭ mod
    edited March 29

    Set exclusion in bitdefender product.


    1) Temporarily disable Bitdefender Protection: https://www.bitdefender.com/consumer/support/answer/28557/
    2) Set exclusions in Bitdefender Antivirus: https://www.bitdefender.com/consumer/support/answer/13427/
    3) Set exclusions in Bitdefender Advanced Threat Defense:
    https://www.bitdefender.com/consumer/support/answer/2393/
    4) Re-enable real-time protection in Bitdefender


    Additionally, if you believe that a website or file has been incorrectly blocked by Bitdefender, you can share the details with our malware researchers by filling out the form at the link provided below:

    https://www.bitdefender.com/consumer/support/answer/29358/

    If the website or file is indeed incorrectly blocked, the detection will be removed within a maximum of 72 hours. However, if the detection still persists after 72 hours, please consider the website or file as malicious, as determined by our malware researchers, and the detection will remain.

    Regards

    Life happens, Coffee helps!

    Show your Attitude, when you reach that Altitude!

    Bitdefender Ultimate Security Plus (user)

  • Thank you Flexx but no success with your advice. In short: 1. I have disabled Every step you suggested and both Sidify and Amazon Music work; 2. I have disabled by exclusion ONLY Advanced Threat and it is sufficient to make both Sidify and Amazon work; 3. When loading Sidify loads OK and calls in Win 11 Amazon MusicApp and this one crashes half way through; 4. when crashes, BitDefender gives reference to the file "C:\Program Files\WindowsApps\AmazonMobileLLC.AmazonMusic_9.5.2.0_x86_kc6t79cpj4tp0" which does not exist on the system and scan tells me it is quaratining a malware; however, if the BitDefender is disabled the software works and subsequent scan shows no malware on the system; 5. I have added Sidify as exception to the Advanced Threat but to no avail and cannot find the entry for WinApp Amazon Music to add it in.

    My take from all the above is that Sidify calls in Amazon Music WinApp and this one crashes as malware; however, I have installed Amazon Music WinApp separately on the system and this works OK on its own;

    May I ask for further ideas please? Thanks flexx

  • 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)

  • Gheorghiu
    edited April 3

    Thank you Flexx. Have downloaded the file and will contact support a you suggest. Thanks again and will be in touch with the solution, if any.

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

    Sure, you can let us know here what solution was provided by support that worked for you. This way, any person in the forum who encounters the same issue can check the required solution.

    Regards

    Life happens, Coffee helps!

    Show your Attitude, when you reach that Altitude!

    Bitdefender Ultimate Security Plus (user)