Certificate Issued By "Untrusted Bitdefender CA" Prevents Downloading Emails. Any Help?

Eye Man
Eye Man
edited January 2023 in General Topics

When I open outlook I get the message below. I am unable to delete this and resetting my emails accounts has no effect. I can send emails but not receive them. How can I reset this certificate issue. Many thanks in advance for your help.

Capture.PNG


Best Answer

Answers

  • Alexandru_BD
    Alexandru_BD admin

    Hello @Eye Man,

    Based on your description of the situation encountered, I would recommend contacting the Technical Support Teams, as more information might be required to troubleshoot this. You can get in touch with our engineers by choosing one of the contact methods available here:

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

    The Support Teams will further advise on the required steps to follow.

    Regards

    Premium Security & Bitdefender Endpoint Security Tools user

  • CarlP
    CarlP
    edited November 2022

    I'm experiencing this too, but on a greater scale. Anyone else experiencing this problem will not get any help from basic support. They had no idea what they were talking about. Talked to one person on the phone and the other via chat. I escalated to LVL 2 support but have to wait up to 48 hrs to hear back from them.

    I suggest if and when you contact support, you ask to speak to a senior tech via email because they're only available via email, not web chat or by phone.

  • Alexandru_BD
    Alexandru_BD admin

    Hi @CarlP,

    Support for Bitdefender products is available on two live channels, chat or phone. Using the contact form, you can open a ticket for the engineers and this will also provide you with a reference number. The usual response timeframe for an open case varies between 24 to 48 hours, depending on the workload and business hours.

    Some of the inquiries may require further escalation to the 2nd Tier of technical or commercial assistance, however, this doesn't necessary mean seniorship, but teams with a specific set of skills that handle various and more complex requests.

    You will receive a response from one of the technical team leaders. They will ask to schedule a remote session to further investigate and come up with a resolution for the certificate issue.

    Thank you for your patience.

    Regards

    Premium Security & Bitdefender Endpoint Security Tools user

  • DocT
    DocT

    Same Issue here:

    image.png
    image.png

    Can you please provide a solution?

    Best regards

  • Alexandru_BD
    Alexandru_BD admin
    https://community.bitdefender.com/en/discussion/comment/317691#Comment_317691

    Hello @DocT,

    Kindly check my comment above. It is recommended to contact our engineers for in-depth troubleshooting if you are encountering the same issue, as more information from the machine is required and we won't be able to resolve this on the forum.

    Let us know how it goes.

    Regards

    Premium Security & Bitdefender Endpoint Security Tools user

  • WB5
    WB5

    I started experiencing the exact same issue yesterday (before then all was working fine for several months now). Did anyone find a resolution for this, or would I also need to contact an engineer?

    image.png


  • Gjoksi
    Gjoksi mod

    @WB5

    Hello.

    You should contact Bitdefender Consumer Support by chat, telephone or e-mail:

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

    NOTE: Bitdefender telephone support is not toll-free!

    Regards.

  • nickhsw19
    nickhsw19

    I too have had this problem and actually opened a case.

    Unfortunately the engineer I was put in contact with didn't understand the problem and came up with a range of incorrect solutions.

  • Scott_Adams
    Scott_Adams ✭

    I remember having this issue as well. I wish I could remember what i did to fix it. I think I ended up updating the certificate cache in Windows somehow.


    update windows certificate store - Search (bing.com)

  • nickhsw19
    nickhsw19

    I exported the "untrusted certificate" from outlook365 and then imported it as per here

    https://woshub.com/updating-trusted-root-certificates-in-windows-10/#h2_1


    Quite why BitDefender staff don't know about this or indeed are not fixing their CA I don't know

  • Alexandru_BD
    Alexandru_BD admin

    Hello,

    Disabling the Encrypted Web Scan feature can be a workaround, but it's not recommended. This type of issue requires a remote sesssion done by the Support Teams. @nickhsw19 kindly get back to the engineers and reply on the case with your findings. Obviously there was a misunderstanding there, but they haven't received any feedback from you after their latest response 4 days ago, so the case went cold. If the situation is still not resolved, they would need to gather more information to further assist.

    Regards

    Premium Security & Bitdefender Endpoint Security Tools user

  • Fenz
    Fenz

    How can software I pay a premium for have certificate errors? This is worrying.

    I've logged this with Bitdefender, so I'm eager to see the level of support I actually receive and how long it takes to get resolved.

    image.png


  • Flexx
    Flexx mod

    @Alexandru_BD, @Mike_BD can you get in touch with @camarie and see if he has some solution regarding this issue.

    Regards

    Life happens, Coffee helps!

    Show your Attitude, when you reach that Altitude!

    Bitdefender Ultimate Security Plus (user)

  • Alexandru_BD
    Alexandru_BD admin

    Hi,

    This can be solved by reinstalling the certificate remotely. @Fenz kindly await for the engineers to reply on your open case, as they will request for your availability to schedule a remote session on the affected device.

    Regards

    Premium Security & Bitdefender Endpoint Security Tools user

  • Nina Sundermann
    Nina Sundermann

    Hello,

    I have the same issue. I reinstalled the certificate 4 times. Than you restart the computer, there is the same problem again.

    Regards

  • Aveldena
    Aveldena

    Hi,

    I just ran into the same issue this morning.

    I was a little disturbed by the fact, that there seems to be no sultion documented here yet by Bitdefender since the post is originaly from Sep 22 and google results were also very sparse.

    But I found some suggestions that finally solved the problem for me, probably pointing to a timing issue within Bitdefender.

    Step 1: Do NOT accept the change to the untrusted Bitdefender CA Certificate, messing up some of your valid certificate configuration. Choose NO to install

    Step2: Open Bitdefender "configuration / Protection/ Online-Protection / Settings..." (Sorry I had to translate the german keywords "Schutz / Online-Gefahrenabwehr/ Einstellungen..." into english since i do not have the english version) and temporarily DISABLE everything under "Internet Protection / Network protection and Email Protection" ("Internet Schutz, Netzwerkschutz/E-Mail Schutz") and exit.

    DO NOTHING ON YOUR COMPUTER with the internet!

    Step 3: Reboot

    Step 4: REPEAT Step 2 , this time ENABLING everything back again.

    Step 5: Reboot.

    Now you should no longer run into the annoying problem. At least it did so for me and a lot of people on the internet, which did not get this info from Bitdefender support.


    My guess is, that re-enabling the defense options after reboot, forces Bitdefender to update all background information including the certificates, which may solve the problem.

  • Alexandru_BD
    Alexandru_BD admin

    Hi,

    On the same topic, check this thread here:

    https://community.bitdefender.com/en/discussion/95418/api-diagnostics-office-com-security-certificate-issue-any-help

    Logs from the affected device will be necessary for troubleshooting, but I briefly explained what actually happens in the background.

    Regards

    Premium Security & Bitdefender Endpoint Security Tools user

  • BeachGirl
    BeachGirl

    The same just happened to me. After closing everything open I used Aveldena's suggestion to disable everything in Bitdefender / Protection / Online Threat Prevention, rebooted, enabled everything in Online Threat Prevention, rebooted again and Outlook is now working normally.

    Thanks so much Aveldena!

  • Mrks
    Mrks

    Hello,

    I have the similar problem.

    Screenshot 2023-07-22 151240.png

    For following the "Aveldena" solution I'm missing the possibility to change the setting for interne protection

    Screenshot 2023-07-23 222130.png

    What is the cause?

    How to solve?

  • Alexandru_BD
    Alexandru_BD admin

    Hallo @Mrks,

    Basierend auf Ihrer Beschreibung der aufgetretenen Situation würde ich empfehlen, sich an die Teams des technischen Supports zu wenden, da möglicherweise weitere Informationen zur Fehlerbehebung erforderlich sind. Sie können mit unseren Ingenieuren in Kontakt treten, indem Sie einen der hier verfügbaren Kontaktkanäle wählen:

    https://www.bitdefender.de/consumer/support/unterstutzung/

    Mit freundlichen Grüßen,

    Alex

    Premium Security & Bitdefender Endpoint Security Tools user

  • CharlieC
    CharlieC

    It appears to me that this situation may not be a bitdefender issue, or is at least easily fixed (at least, it was for me...)

    I received the exact same problem when I opened Outlook after I had run a bitdefender scan, and I "fixed" the problem by closing the Outlook application that received this error, and reopening it. No more error. We shall see if the fix lasts. 😃

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