VPN LICENCE EXPIRED - BUT I HAVE A VALIDE LICENCE
i've a valid licence that expire next year (bitdefender premium 10 devices). i've a problem with vpn on my personal pc win 11. i can't use VPN, says licence expired.
. I've tried uninstall and reinstall
. i've tried add licence with my valid licence but, app say error 11
. i can't use vpn on my pc but i can use vpn on others devices
who can help me to solve this problem
thank in advance
Comments
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Generate bitdefender logs (https://www.bitdefender.com/consumer/support/answer/1733/)
Share the logs & your query with bitdefender support team by dropping them an email at bitsy@bitdefender.com
The support team will reply back to your query within next 24-48 hours excluding weekends.
Additionally, @Alexandru_BD, @Mike_BD - can you check on this.
Regards
Life happens, Coffee helps!
Show your Attitude, when you reach that Altitude!
Bitdefender Ultimate Security Plus (user)
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Hello @tonino1803,
That's correct, your Premium Security subscription is valid until 2023. On the PC that you are trying to connect to VPN, try the switch account feature:
1. Double-click the Bitdefender shortcut from your Desktop to open the dashboard.
2. Click the account icon in the top right corner of the Bitdefender interface.
3. Click the Switch Account button to change the account linked to the computer.
4. Sign in with the e-mail address and the password of the Central account where the Premium Security license is active. This will refresh the device.
After completing the above instructions, your device should be properly connected and the features of the Bitdefender product will be applied according to the subscription available in the Central account. This means that Premium VPN should become available as well. Keep in mind that the VPN can only be used on 10 devices simultaneously.
Let us know how it goes.
Best regards
Premium Security & Bitdefender Endpoint Security Tools user
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bitdefender logs@Alexandru_BD
tried all, but nothing ... vpn is dead on my pc with win
i share zip generated bitdefender logs
till few days ago vpn runs very very well, without problem. my pc have not change
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Hi,
You have two open tickets with our Support Teams. In the latest case, you have also attached the logs. Kindly wait for the engineers to respond.
In the meantime, have you tried to use the switch account function, as suggested above?
Regards
Premium Security & Bitdefender Endpoint Security Tools user
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yes, i have tried to switch several time, but nothing
vpn has run sweetly till few days ago
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Surely, the Support engineers will get to the bottom of this. From my end, I see nothing wrong with your subscription. But then again, I don't really have technical access and you can only find the culprit by looking at the affected device.
Thank you for your patience.
Premium Security & Bitdefender Endpoint Security Tools user
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sorry
i have tried this solution
downloaded latest bitdefender removal tool
run it and reboot pc
installed bitdenfender total security and then vpn app
but i have noticed this error twin times
Hydra.Sdk.Windows.Service.exe error during install , i think perphas this is can cause my problem with vpn
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Kindly share your findings and the above screenshot with the engineers and they will further advise.
Thank you for your patience.
Regards
Premium Security & Bitdefender Endpoint Security Tools user
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SOLVED
I post here my solution hoping can help somebody that have my identical problem
Undo changes with restore point
System Restore from the Advanced startup environment
Click the Advanced options button.
Click on Troubleshoot.
Click on Advanced options.
Click on System Restore.
Select the restore point to revert changes and fix problems with the computer.
In my case 09 may latest window patches
Magically vpn runs again sweetly without problems
I’ve updated again windows 11
KB5013943 KB5013628 KB890830
Reboot pc
At first restart first problem
TouchBasedUI error and
vpn error with crash and license expired
At this time i’ve reopened window update window and clicked
Settings app, Advanced startup section - Restart now to reboot computer in Advanced startup mode
Uninstall latest quality update
vpn runs again sweetly without problems
ps
sorry for my bad english, isn't my native language
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why not send out a fix so your PAYING customers that aren't that savvy don't have to jump through hoops. huge waste of time and now MONEY. any suggestions on another VPN I can buy that doesn't have issues and better customer support??
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Thank you @tonino1803 for posting the solution. This is very thoughtful from you, much appreciated.
@justkirk based on my understanding, the issue was related to latest window patches and not the actual VPN.
As a valued provider, we strive to provide our customers an unparalleled level of fast and accurate support. The Support Center is updated with the newest virus descriptions and answers to common questions to help you find answers to your problems in a timely manner. There are also 3 contact channels available for customers to reach our support teams via chat, phone and e-mail and then there's this fantastic community..
To put it in perspective, some antivirus providers don't even offer the possibility to call them and if they do, it's usually through a cumbersome process.
Best regards
Premium Security & Bitdefender Endpoint Security Tools user
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I am not computer savvy... you lost me and I have always been told not to mess with stuff you don't completely understand. is there a link to click and repair??
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workaround to solve problem with patch KB5013943
On May 10th Microsoft released KB5013943,
once installed on Windows 11, it may disable .Net 3.5 and the user will not be able to start the VPN product as my case, product or have trouble installing/uninstalling the product.
You can enable the .NET Framework 3.5 through the Windows Control Panel. This option requires an Internet connection.
- Press the Windows key
- on your keyboard, type "Windows Features", and press Enter. The Turn Windows features on or off dialog box appears.
- Select the .NET Framework 3.5 (includes .NET 2.0 and 3.0) check box, select OK, and reboot your computer if prompted.
now i have os updated and vpn works sweetly
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Hi @tonino1803,
Thank you for sharing your workaround with the community, much appreciated! 👍️
Glad to hear it works as expected now.
Cheers
Premium Security & Bitdefender Endpoint Security Tools user
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