If you run into issues with Bitdefender, here are some steps you can take. If you've reviewed the content of this troubleshooting guide and are still having trouble, please contact Support.

Installation Issues

Reboot Required

Sometimes Bitdefender requires a reboot to complete the install. Be sure to try this if you are having trouble installing it. This is most commonly required if you're trying to do an install of the new Module(s) like EDR and/or when trying to reinstall Bitdefender manually. 

Other AVs Active

Bitdefender doesn't like to install when other AV's are active on a device, and there may be remnants of past AVs conflicting with the installation. 

• Check out the "Get Installed Antivirus Information" script in our Community Script Library.
• Malwarebytes and Bitdefender are not compatible. Try running the Bitdefender setup at C:\ProgramData\Syncro\bin, if available, to surface errors in the UI. If you are still having trouble, please contact Support.
• Make sure that any previous AV's were fully removed. Here are some additional resources from Bitdefender: 
  • Uninstall tools for major antivirus software
  • Removing software incompatible with BEST on current Windows operating systems

Incompatibility with Webroot

Webroot and Bitdefender are not compatible. Even after uninstalling Webroot and its removal from Programs and Features, certain services may remain active. Some services to look for include: WRCoreService, WRSVC, and WRskyClient.

• If a cloud-managed version of Webroot is installed, it's often helpful to switch the Webroot policy to unmanaged (local control) before manually uninstalling the software.
• For a forced uninstall, navigate to the Community Script Library and search for Webroot. There are several removal scripts you can run after removing the software to make sure any left-over registries and files are removed. 
  Note: These scripts usually require the machine to be in safe mode with networking.
• Please reference Webroot's official documentation for more information.

Partial Install

If Bitdefender did not install on an endpoint, Syncro downloads a copy of the .exe installer, which can be run manually. Go to C:\ProgramData\Syncro\bin  and find the file named setupdownloader_(random characters). Execute it to begin an installation on the endpoint.

When launching setup.exe for Bitdefender from C:\ProgramData\Syncro\bin, a GUI-based installation process appears, which can provide more detailed error information:

Confirm that the Endpoint’s Effective Policy shows Bitdefender is set to deploy, and verify there is at least one setup.exe for Bitdefender in the C:\ProgramData\Syncro\bin folder. While rare, if multiple Bitdefender EXEs exist, manually running the newest one can help with troubleshooting.

Important Notes About the Syncro-Bitdefender/GZ Integration

Here are some critical things you should know about this integration, that if not followed, will cause issues:

• Avoid frequently changing the Syncro Policy’s Bitdefender settings or applying/removing the policy repeatedly in a short period. This can cause the integration to generate excessive install packages that aren’t used, as well as add multiple, unnecessary EXEs to the endpoint’s C:\ProgramData\Syncro\bin folder. 
• Do not delete any install packages created by the Syncro integration. You can identify these by the prefix SYN. Even if there appears to be an unusually large number of packages, avoid deleting them.
• While not a best practice when using the Syncro integration, it is valid to create and use your own Bitdefender install packages outside of the Syncro integration. Go into GravityZone and get the downloader to install it:
  

1. In the left nav under Network, click Packages.
2. Check the box next to the desired package.
3. Click Download and select the desired downloader.
4. Install the Bitdefender downloader manually onto the asset.

Matching to GravityZone Endpoint Status

If Bitdefender states "Matching to GravityZone Endpoint" after waiting for the asset to sync: there may have been an error in communicating with GravityZone during the initial setup. 

Please uninstall Bitdefender on the machine using their uninstall tool. Syncro will notice Bitdefender is gone and will do a fresh install. 

IMPORTANT TIP: This is the fastest and most effective way to resolve matching issues.

WARNINGS:

• For matching to work correctly, the asset must exist under the Company in GravityZone that was created by the Syncro integration. If an endpoint is manually removed or the Syncro-created (Customer) Organization is deleted, endpoint matching WILL fail.
• Avoid renaming or deleting any Companies created by the Syncro integration in GravityZone, as this can break endpoint matching:
  

Note: While not part of the Syncro Integration it is valid to create your own Companies in GravityZone for endpoints not part of the Syncro Integration.

Extra Devices

If you're seeing extra devices show up in Bitdefender: this is due to Bitdefender's network discovery/Relay Role. 

This is automatically is enabled by default in Bitdefender, regardless of Syncro. To disable this setting in your default policy in Gravity Zone to prevent Relay from automatically being enabled on all future installs, refer to Bitdefender's Relay documentation.

To disable this setting for a specific device in Gravity Zone, you'll need to reconfigure the agent. If you require further assistance with Relay Role, please contact Bitdefender directly.

Changing Reseller Partners

If, when attempting to change the GravityZone Partner ID as part of bringing your own Bitdefender, you see an error like “Your selection includes additional product types that are not available for the target Partner,” this means your current Bitdefender Provider has License SKUs enabled on your account that Syncro is not authorized to resell (even if you're not actively purchasing them). 

You'll have to contact your Partner and ask them to disable all add-on modules that Syncro does not resell. Most often, this is the Patch Management SKU License. Per Bitdefender only your current Partner Provider is able to disable the License SKUs.