Access denied

emoshin · 2022-04-15T17:54:54+00:00

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Dear support,

I live in Minsk(Belarus) and from March I can't use Bitdefender. From March 2022 I can't update Internet Security product and also have no access to bitdefender site.

From BIS update a get -> Update encountered an error (error code: -1017)

Will it be fixed or it's a permanent restrictions?

Thanks!

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Gjoksi

Hello.

Try the steps under "Other error codes" here:

https://www.bitdefender.com/consumer/support/answer/16629/

If that didn't help, your best bet is to e-mail Bitdefender Consumer Support here:

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

Regards.

emoshin

Hi!

as far as I understand cloudflare can block specified ip range which is related to specific region by the reasons that everyone knows.

because under vpn connection I can successfully update BIS and login to bitdefender central.

so the question is that a temporary issue or I need to use vpn all time if I want to have actual version of bitdefender and actual virus signatures?

Alexandru_BD

Hello @emoshin and thank you for reaching out.

In the Ukraine crisis context, access to Bitdefender websites and product updates has been restricted for Russia and Belarus regions. Sales of Bitdefender products and services have also been interrupted for the above locations.

Bitdefender stands with the people of Ukraine. Additionally, we are committed to helping Ukraine by providing free cybersecurity solutions to any Ukrainian business, government institution or private citizen for as long as it is necessary.

We apologize for the inconvenience caused to you.

Thank you for your understanding.

emoshin

Thanks for reply!

I asked for refund. Hope customer service will approve it

Alexandru_BD

Hello @emoshin,

Taking into consideration the subscription was purchased in March and the unfortunate context, it shouldn't be a problem.

Best regards.

emoshin

Just to summarize all information(forum, email) about that issue: no money, no service. I will update virus signatures via 3rd party VPN until the end of subscription, but story is very weird. I would like to say that this is the last year of using the company's products, but they have already suspended sales for our region. So, I hope in the future the customer service policy will change and if sales for a specific region are stopped, all already sold licenses will be supported until the end of their term.

Good luck!

>Unfortunately, there's nothing I can help you with, at this point.

Alexandru_BD

Hi @emoshin,

I will try to refund your latest order placed in February. The problem is, we cannot guarantee that the funds will be released and returned to you due to international banking restrictions..

The refund timeframe usually varies between 7 to 10 business days. Let us know if the funds are received.

I am very sorry for this unfortunate situation.

Best regards

emoshin

https://community.bitdefender.com/en/discussion/comment/311283#Comment_311283

Thanks for your help and also for your participation in that question! I think there can be an issues with refund because a lot of EU banks refuse to make a money transfers to russian and belarus banks. And we might get into situation when BIT spend a lot of time and resources to apply refund, but I anyway won’t get money back.

So I already accepted current situation, emotions subsided and I will use it through Vpn. Also it’s not a big money which not worth the effort.

Peace!

philljones22

It seems like you're facing issues accessing Bitdefender services and updating your product in Belarus. This could be due to several reasons, including regional restrictions or changes in local regulations affecting access to international services.

To resolve this, you might try the following steps:

Check for VPN or Proxy Issues: Sometimes, using a VPN or proxy server to connect to a different region may help you access Bitdefender's website and services.
Contact Bitdefender Support: Reach out to Bitdefender customer support for assistance. They might provide a workaround or offer a way to continue receiving updates in your region.
Alternative Download Methods: If you can access Bitdefender support, they may be able to offer alternative download links for updates or direct you to a mirror site.
Regional Legal and Technical Restrictions: There might be government-imposed restrictions or technical limitations affecting access to foreign security services. In this case, it's best to stay informed about local regulations or consider alternative security software that works in your area.

If the problem persists, it may be worth considering a local cybersecurity provider or solution that meets your needs.