Defenders of the month free month sub reward causes sync issue in central

Hi everyone,

After receiving my "defenders of the month" today (thanks for that BD) 4 of my 6 devices shows as having an issue.

I had this same issue in May when receiving the reward and had contacted support who told me "I have synchronized your subscription from our side to ensure all your devices appear as normal and protected in Bitdefender Central", this fixed the sync issue.

I also received the "defenders of the month" reward last month in June and then I did not have this issue, however I only checked my central then the next day after receiving the reward so I don't know if this issue occurred on the day of receiving the reward.

It may be a sync issue that corrects itself within a day after receiving the "defender of the month" reward.

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Comments

Petersl

Update: 2 of the 4 devices that showed as having an issue now show as normal.

The other 2 still have the error "The Bitdefender security product is not assigned to a subscription on this device. Restart the device and make sure it is connected to activate the protection.".

I have restarted these 2 devices but still have the error on them, I guess I'll have to wait a little longer for them to sync up.

TaxiMagicien42

Hello @Petersl

This may be a timing issue. Anyway, I think @Alexandru_BD one of the administrators, will be able to give you more details as soon as possible.

Regards,

Flexx

https://community.bitdefender.com/en/discussion/comment/341006#Comment_341006

Remove the devices that are showing warnings on Bitdefender Online Central ( https://www.bitdefender.com/consumer/support/answer/2795/ ). Once you remove the devices, the Bitdefender application will also be logged out from the devices on which the Bitdefender product was installed. Afterwards, try to sign in again in the Bitdefender product on those devices, run a scan, and see if it still shows the issue on Bitdefender Online Central.

Regards

Petersl

https://community.bitdefender.com/en/discussion/comment/341021#Comment_341021

https://community.bitdefender.com/en/discussion/comment/341022#Comment_341022

Hi,

The issue has been resolved, all my devices have now synced correctly with bitdefender central. For the windows device that wasn't synced I ran a manual update and that synced the device with central and for the android device that wasn't synced I ran a manual scan and that synced it with central.

Thx

Flexx

Nice to know your issue has been resolved.

Regards

Petersl

Hi @Alexandru_BD

After receiving the defenders of the month reward yesterday my devices lost sync with central as this always happens and either I have to reboot or connect to the VPN or wait a few hours to a day or just log back in manual in the app to fix it.

This time however connecting to the VPN did not resync my device (I was able to connect to the VPN without issue and the device was added to the VPN tab in central) but my device still showed a red exclamation mark to the device.

I know that if I can connect to the VPN this means that the device is synced with central because I have tried when the device is removed from central the VPN does not connect.

One device I had to log back in to the app to resync it successfully, the other devices resynced on their own after at least 5 hours or more but one of my windows 10 PC's turned off the "advanced threat protection" for some reason after I received the defenders of the month reward and this has never happened before.

I tried to turn it back on through central as this device is off site but this did not work, when I got to my device this morning I turned it back on in the app without issue.

I don't know why the advanced threat protection got turned off by simply getting the monthly reward?

Alexandru_BD

Hi @Petersl,

Sorry to hear this. I think this will have to be checked with the Support teams, since we cannot perform this type of verifications on the forum. They will need to check the account events history to find out what happened there.