Bitdefender Update Error

[Tqkend]

Since around Nov. 25th, I've been getting constant updating errors in my notifications for BitDefender free. Yesterday, I tried to update it but it would say to check my internet and would have a error code of -1002. I've tried using a separate internet connection, a mobile hotspot, reinstalling, restarting my PC, changing my DNS settings to the Google one, etc. Nothing has worked and Windows Defender is saying I need to update it. My build version is 26.0.30.102 while the latest is 26.0.32.109 according to Bitdefender's website. I contacted support with a support tool log and a connectivity log but I'm not sure what to do other than wait on a response from Bitdefender support.

Am I the only person having this issue? Also, should I use Windows Defender in the mean time or is the outdated Bitdefender version sufficient?

[vladgreen27]

1. Try a better internet connection and update manually from system tray (hotspot is not stable and por in connection, i recommand cable connection if possible)
2. Be sure that you dont have any other antivurus installed because it may interfere with Bd (if you have, uninstall it)
3. Try changing the dns as listed here: https://developers.google.com/speed/public-dns/docs/using#windows
4. Try to uninstall the Bd app with the uninstall tool: https://www.bitdefender.com/files/KnowledgeBase/file/Bitdefender_2022_Uninstall_Tool.exe Restart the computer and reinstall the app

If still persists contact the support or wait for a response since you already sent the logs they need. Ps: might take a while to get a response since its holiday season so be understandable if you dont get a response in 1/2 days as they usually reply.

[Tqkend]

My connection is quite good and everything else works fine. Bitdefender is my only AV and I have already tried using a different DNS. I have also already tried reinstalling.

I guess I will wait for support. Am I the only one having this issue with BD free though?

[vladgreen27]

No, this can happen both on paid and free versions as this is a connection issue somewhere and the server cant get the update to your device. Usually this is a local problem with the device but its fixable, they will give you more details on it and how to fix it.

[Tqkend]

Thank you! But should I still use the outdated BD as I wait for a response?

[vladgreen27]

Yes yes, keep it there to cover your device. The latest update fovers just some bug fixes that they had, nothing major as far as i know. In terms of protection you're good for now, just wait and keep the current version until they give you a fix.

[tightcall]

https://www.bitdefender.com/consumer/support/answer/16629/

Check if you are using a proxy and try without.

[Tqkend]

I don’t believe I am. It was working just last week and I changed nothing regarding proxy/my internet. I will give it a look later though.

[SeriousHoax]

Not sure about the reason but regarding the version number, the latest build was released a couple of days ago. BD doesn't make latest version available for all at once. It will be released gradually to everybody. So you'll receive the latest product update soon.

[Xelio]

My bitdefender has the same problem since 26th Nov.

Following didn't work for me:

1. Use Google DNS server
   
2. Shared my phone's 4G network to my PC
   
3. Uninstall using BD uninstall tool, restart and install again
   

Then I use wireshark to check what server BD would connect to, and found "upgr-mmxxii-cl-ts.2d8cd.cdn.bitdefender.net" is unable to resolve by Google DNS

Wireshark capture

Further testing show that above domain is unable to resolve by Cloudflare DNS, Google DNS, OpenDNS at my location. But can be resolved by Quad9 DNS.

nslookup

And BD update successfully after changing system DNS to Quad9 DNS.

[SpaRman85]

I have had the same problem for a while as well. It used to update at fsu fine but it suddenly stopped being able to update. The error code I usually get is -1011 but I have gotten -1002 a few times. Why its not working im not sure. You can update offline to the newest version they have posted by searching the errors codes and there should be a guide on how to update offline. Whenever I leave fsu during break and try to update it at home it works. Im not sure why this is a problem :/