BD Total Security is logging out from my account after the last update on Windows 11

Hello,

After the last update today, the BD total security icon on my taskbar was greyed and when I hover over it it said I must connect to activate. When I go on the app under my account, there is none showing, in Central it says my computer is protected, though, subscription still ok and when I am logging again, from the app, all my settings are gone, I have t restart just like a new installation.

Help please !

Cheers

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Alexandru_BD

@dvsls what do you think about this?

dvsls

How long does the icon remain grayed out, and does it ever revert to its normal red color? Did you notice this happening while the update was configuring, or did it occur after a system restart?

A screenshot would also help.

JosephTheK

It starts red then goes gray and remains like that. I tried to update again and again (I have an image disk of my Windows), to deactivate VPN, deactivate BD firewall, but it doesn't change a thing.

Here are the screenshots :

JosephTheK

https://community.bitdefender.com/en/discussion/comment/361422#Comment_361422

It occurs after the update ends.

JosephTheK

Oh, realized I was not clear : it is a BD update problem, not a Windows update. Sorry, english is not my native language as you figured it out.

dvsls

After each signature update- every hour? Or just after major product updates that also increment the product version?

JosephTheK

Yeah, good question : after this last major product update that also increment the product version.

dvsls

If the device is still in the same state, we need to collect logs for debugging. You will need to provide a Support Tool archive, and our support team will show you how to do this.

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

JosephTheK

Yeah was afraid of something like that.

Two questions :

1) I tried to contact support by chat but no chat window appeared. Is mail or phone better ?

2) Isn't it faster to reinstall BD ? (But maybe it has to much downsides).

Cheers

dvsls

Use this mail address: bitsy@bitdefender.com and also provide them the link to this thread.

If you perform an uninstall then we will miss the chance to fix this issue for other users. A reinstall might fix it for you.

One more thing: when did you install Bitdefender? If it was years ago then a reinstall might really help.

JosephTheK

Ok, I figured out contacting support might help to understand the how and why. Well, worth a try as the issue can happen again, even for me…

To answer your last question, on this device, it was first installed at the end of august 2025, so only few months, on a clean reset of W11, I assume (second hand on BackMarket).

Alexandru_BD

Check for any browser extensions that could prevent that chat window to pop up.

JosephTheK

Well, I just sent an email. Should I still contact support by chat to go faster ?

Alexandru_BD

I think it's best to wait for their reply. Contacting them via chat again would open another ticket and that would double the work.

JosephTheK

Email sent.

Thank you dvsls.