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can't install bitdefender

junle
junle ✭
in General

it's weird because,i started use bitdefender about 3 months ago,it was all fine untill i reinstall it a few days ago. after the un-installation i can't install it again,it said "there was an error while downloading" and told me to check my internet connection although my connection was fine and can accees any other website, i can't even enter the offical website normally(both chrome & edge), but when i connected to vpn things back to normal,website and installation are normal again, please fix this thanks!

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Comments

  • Jayakrishnan
    Jayakrishnan ✭✭✭

    Hello @junle ,

    Greetings and thanks for reporting the issue here. Since its an installation related issue which you face, you may need to collect diagnostic logs from your device inorder for the Bitdefender team to further investigate into the issue and resolve it. It requires help from your end.

    1. Need to collect diagnostic logs. Steps for collecting logs is here: https://www.bitdefender.com/consumer/support/answer/1730/
    2. Once you collect this diagnostic logs, you can share it with Bitdefender team descibing the issue via the support portal: https://www.bitdefender.com/support/contact-us.html?last_page=ConsumerCategory

    Bitdefender team will reply back to your email with the status of the issue.

    If you find this response helpful, please mark it as accepted / agree.


    Thanks and regards,

  • Flexx
    Flexx DEFENDER OF THE YEAR 2023 / DEFENDER OF THE MONTH ✭✭✭✭✭ mod
    https://community.bitdefender.com/en/discussion/82383/cant-install-bitdefender

    Hi @junle

    Sorry for the inconvenience caused to you. Kindly have a look at below website and check if it helps.

    https://www.bitdefender.com/consumer/support/answer/9354/

    If the issue is still not resolved, kindly drop an email to bitdefender support at bitsy@bitdefender.com

    Also gather logs (https://www.bitdefender.com/consumer/support/answer/1730/) & attach it to the above stated email.

    Response may be delayed due to less staff and covid19. Rest be assured, they will reply back asap.

    If this helps, kindly mark answer as agree/ accepted

    Regards

    Flex

    (Bitdefender beta tester 2019/ 2020)

    Life happens, Coffee helps!

    Show your Attitude, when you reach that Altitude!

    Bitdefender Ultimate Security Plus (user)

  • junle
    junle ✭

    thanks for the reply but i've solved the problem by connect to VPN, and the reaseon i posted it here is because this problem might occur to someone else device and here's the solution i took to solve the problem, i can't gather logs because i've already installed it, and i don't want to reinstall it again lol.

  • Jayakrishnan
    Jayakrishnan ✭✭✭

    Hello @junle ,

    You can even try collecting the logs now. There are chances that some logs may have left over on this device at the time of issue which can be collected by running the diagnostic logs. It will be helpful for BD team.


    More over its always better to let these issues acknowledge by Bitdefender team so that no other users face this in future and no more need for any work around. That makes sense?

    Stay safe.

    If my response was helpful, please mark it as accepted/agree.

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