api.diagnostics.office.com Security Certificate Issue. Any Help?

@Alexandru_BD , what causes this to happen, these certificate issues?

It's more complicated than it looks. That certificate is generated dynamically, when a possible malicious behavior is observed (e.g. the original certificate has some issues and validation fails). In this context, a blockpage cannot be inserted, so an untrusted certificate is generated to display a pop-up by which the user is notified about that original certificate. Even if that certificate is installed, after the service restart it will no longer be considered valid and that's why the error persists after the reboot. It continues to try to validate the original certificate and fails for a specific reason (which is unknown until looking at some logs).

I know this sounds confusing and this is why it's better to have the Support engineers handle it.

Regards

Indeed, it's something that pops-up sporadically and it's not encountered by all users. I have asked some questions and both the development teams and our support engineers asked for logs, so they could gather more information, so unfortunately it's not much we can do on the forum, all users encountering this should get in touch with the Support teams for accurate diagnosis and a fix.

Cheers

Has a Malicious Website caused this Untrusted BitDefender CA Certificate Issue?

Has my Laptop been compromised?

Has Outlook and my Exchange Server Account been compromised?

Should I renew my 2 year subscription with BitDefender at the end of this month?

The Security Alert Untrusted BitDefender CA pop up seems to appear when Outlook is opened. api.entitled.office.com so Microsoft Office (Outlook) seems to see the BitDefender Certificate as Untrusted.

What is causing this?

Is it a BitDefender Bug or is it a Malicious Exploit?

Is Microsoft responsible for the Fix?

Alexandru_BD,

Since this week I am experiencing the same problem with Outlook (OS Win 10) as above, namely I have to Install the Certificate before I can view the email message (screen shot of those certs installed to date). This am I chatted with agent Florin (Ticket No 1008244293) and at that time he did not seem to be aware of these specifics except that there seemed to be certificate issues happening. If it takes an engineer to remotely fix on one-to-one basis the problem could well be bigger than engineers availability.

Hi @J.T.

I have noticed our engineers confirmed the date and time for the remote session. They will provide further clarification during the call and you can share your findings here afterwards, if you wish.

Regards

Unfortunately, this hasn't worked - I got the dreaded "api.diagnostics.office.com" dialog this morning. I just click through for now. Hopefully a fix is forthcoming

Thanks @Alexandru_BD, I appreciate the reply - I'll see if I can sort something out with them

Alexandru

I have not received any resolution from tier 2 and it has been a while. I hope they have not closed the case without a solution. Can you check into this for me.

Thanks,

J.T.

Hi, I have a family subscription, and my wife has just let me know that she's having the same problem (exactly the same messages, also up to date on Office, Windows 11 and BitDefender). The above messages seem to suggest that we need to get in touch with an engineer.

Is this correct? If we do need to get in touch with an engineer, can you tell me how we do that, and how long we should expect a resolution to take?

Regards,

Steve Birch

Hello @SteveBirch, @Danhaw and thanks for joining the conversation here.

The engineers will have to schedule a remote session to resolve this, until a permanent fix is found. Click on the link below and choose your desired contact channel (chat, phone or email/ticket):

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

They will advise on the next steps to take.

Unfortunately, this is not something that we can resolve on the forum.

Regards

Hi @AndrewM,

No resolution/workaround yet, usually it can be fixed by the Support engineers, so it's necessary to get in touch with them to sort this out.

Regards

First off, why is this still an issue after 3 months?

So I called in...was on hold for 20+ minutes...rep told me she'd send me an email with instructions...when I pointed out that I can't open my email because of this issue, she told me to disable Bitdefender. When I asked why I would do that if this were a potentially valid threat, she replied that Windows Defender automatically kicks in when I turn off BD. I then asked "so why would I pay for BD if WD can take care of things?" She basically said only that BD is more configurable. Hmmm. Glad she told me my subscription expires soon.

Regardless, when I told her I'd wait to receive the email before hanging up, she said her system wouldn't generate one until AFTER we hung up and that it would be in the email. I explained that if I didn't GET the email for any number of reasons I didn't want to waste even MORE time having to call in again, re-explaining etc. so I wanted a case number before hanging up. I had to explain this several times that and only after she realized I wouldn't let go until I had one she somehow miraculpusly gave me one. But based on my experience thus far I really can't assume it's valid and that she didn't just make it up. Hmmm. Glad she told me my subscription expires soon.

I was able to access the email form my ISPs site and followed the instructions and am now staring at a screen that says "Running diagnostics tool, this may take a while..." however, after running for 30+ minutes now - it's still on 0%. Gosh, I wonder how long their 'a while' is. But FWIW - the case number she gave me was correct. Though it's somewhat troubling that she felt the need to lie to me about her system not generating one.

So finally, why is this still an issue after 3 months?