Andrei_S Enterprise · Business Support Manager · BD Staff

Hello @CyberAnt, The default period of retention for incidents and alerts is 90 days. This period can be extended by enabling either the GravityZone EDR 180 days Data Retention Add-on, or GravityZone EDR 365 days Data Retention Add-on. This option is not compatible with MSP subscription plans. For more information…

Hello @DeyJKP658 , Which language would you need the GravityZone console to be in? The console and the security agent is available in multiple languages such as: English Spanish German French Romanian Polish Portuguese Italian Russian Czech Chinese Vietnamese Turkish Korean Japanese If none of the above languages is what…

Hello @Sbal-admin , Usually after 48 hours a task fails due to connectivity issues (timeout). Please ensure that during this time the endpoint was online and you had a valid communication with the console. If the endpoint is online and communicates with the console, re-run the fix and collect a support tool log from that…

Hello @Karim Elhariri , When you first set up the MFA you were asked to save a secret key that can be used for this type of situations (to transfer from one device to another) so if you have the secret key you can use a mobile app such as Google Authenticator to set it on you mobile device. If you forgot your secret key…

Hello @bladup , GravityZone Email Security add-on is intended to be positioned in front of the email sever so traffic is scanned before reaching it while the IMAP protocol is mainly used to retrieve emails from a server by the email client and these are already considered "clean" if you have a email security solution on…

Hello @Zaw Myo Win , Yes, 3 servers(incl. Linux) are included if you purchase Small Business Security plan for 10 seats as Servers account for up to 30% of the total seats. Just to be 100% clear, Linux OSes are seen as servers. You can automatically check the number of servers included depending on the number of seats that…

Hello @Popescu.Razvan , To troubleshoot this issue you would need to check the following log file: /opt/bitdefender/var/log/gzou-target.log Also, depending on the error encountered there you can check the arrakis logs and determine the failing files: arrakis.log, kits.log, update.log, etc. This type of errors are more…

Hello @sara17 From experience this issue might be due to incomplete removal of BEST during the uninstallation process. Please make sure that you followed all steps from this article to ensure it was correctly removed: If you have already done this and the error still persist, please reach out to our Enterprise Support team…

Hi, Thank you for share the case with me, I will work with the case owner to assist you. Kind Regards, Andrei

Hello @madhav_pandya, We need to check in the backend what is the reason you only get aph and av event types as the response does not tell us this information. Please open a case with our support and add the API request used and the response and an enterprise support engineer will be able to look into it. Kind Regards,…

Hello @XDev, We need to check how the rule was defined to fine tune it to block also when using the extension. Please open a case with our support and provide more details about how you defined the rule or you can provide impersonation approval and we can check it directly. Kind Regards, Andrei

Hello @Aether , Did you manage to open a case with support that I can look into it? If yes, you can PM me the case number so I can follow up on it internally. We need logs for this kind of issues in order to properly say if the RAM consumption is indeed abnormal or not, and based on what we find, we can recommend different…

Hello @PhantomUK, We have a feature in Patch Management through which you can define which vendor or product can be included/excluded from being patched. This feature is called Maintenance Windows and you can find more details about it here: Maintenance Windows If you still need help with setting this up you can reach out…

Hello @zeltrax , We only have a video tutorial for the standard installation of the package using the Full Kit, there is no video for the deployment of BEST for Mac through Microsoft Intune; however, our Enterprise Support team can assist you in this process. Please reach out to them at Contact Form. Kind Regards, Andrei

Hello @madhav_pandya , To troubleshoot the issue we would need to investigate it further with Enterprise Support. Can you please open a case and share the results for the following API calls getPushEventSettings and getPushEventStats which will help us understand where the issue relies. Enterprise Support Contact Form Kind…

Hello @RoryCloud , Please create a feature request for this as the only way to push a new functionality into the product is through this method. The higher the number of customers that request a feature the higher the chance that a feature request will be implemented. Our Product Management team analyzes every Feature…

Hello @rcooper5908 The way our Firewall works is as follows: Depending on the traffic that we are talking about, it could be either internal traffic or external traffic and the Firewall components each will go one by one to see what type of rule will apply for that type of traffic: 1. The first component will be the…

Hello @MiguelRo , Are you using the GravityZone product or one of the Home products? If you are using the GravityZone product please provide a screenshot of the section which you are trying to update. Kind Regards, Andrei

Hello @Pmiller , I know you received the answer from support yesterday but I am adding it here so others can benefit as well. The Home/Office network allows all traffic to and from computers in the local network while the other traffic is being filtered. This is the reason why you need to set the adapter for your local…

Hello @Pmiller , I identified your case and check for a response, you should have received the following answer: Please change the Wired Adapter type to Public from the policy applied to the endpoint, Firewall section, Settings and check if the issue is still occurring. If you still need assistance, I can reach out to…

Hello @aliboduroglu , I was able to find your case in our system and a support engineer will get back to you with a response as soon as possible. I will continue to monitor the case from my side as well. Kind Regards, Andrei

Hello @Pmiller , The default configuration for the default rule Incoming Remote Desktop Connection just needs to be set on Deny and you will restrict RDP connections. In your configuration you need to remove port 3389 from the Remote address section. Please check my screenshot from below. Beside this, please ensure that…

Hello @itxpress , Performance issues require an advanced troubleshooting because there is a wide variety of factors that can influence the CPU usage so please reach out to our Enterprise Support team for assistance in this case. On the GravityZone side if these are seen sporadic, you can try to see if you can corelate them…

Hello @ramanjhajj , Have you tried the standard process for this case such as: try with another browser or in incognito window clear cache and cookies Apart from this, there should not be an issue with the console as I was able to login successfully yesterday. If you still have an issue you can reach out to our Enterprise…

Hello @yozyurek , These type of issues need to be analyzed in more detailed together with our support team because we need to determine why there is an increase of the RAM consumption and what type of processes where running when you saw the increase in usage. For example was it a scan task in progress at that time? What…

Hello @xwebnetwork, The compatibility with Windows Copilot+ endpoints should be available on Slow Ring as well for BEST versions higher than 7.9.14.427 so you don't need to switch to Fast Ring if you have the latest BEST version from Slow Ring. Kind Regards, Andrei

Hello @XB , GravityZone Advanced Business Security is no longer available, that is why you cannot renew the same package. Please purchase one of the existing packages: GravityZone Small Business Security GravityZone Business Security GravityZone Business Security Premium GravityZone Business Security Enterprise…

Hello @aliboduroglu, If you remove the unmanaged entry, will it appear again when you connect through wireless? Can you try to connect with both wired and wireless from the specific endpoint and do a Repair Agent task so this way we link both the hardware id of the wired and wireless network card? Repair Agent If this does…

Hello, I reviewed the case and saw that my colleagues clarified this issue, only addresses which have .ro / .de / .local / .net / .com top level domains are accepted. I am leaving this answer here so others can check it as well in case they have the same issue. Kind Regards, Andrei

Hello @johnDexplorer , We do not do validation based on Microsoft licensing, the integration checks if API endpoints and resources are accessible from the Microsoft side. In your case the 365 MS Biz Standard should be ok, except for the Risky Users APIs, which require an Entra ID P2 subscription. For this issue you will…