CLOUD SOLUTIONS

Troubleshooting

Bitdefender Endpoint Security Tools not blocking websites in Firefox

This section explains how to troubleshoot the issue of Bitdefender Endpoint Security Tools not blocking websites in Mozilla Firefox.

Note

The information applies to Bitdefender Endpoint Security Tools installations on Windows prior to kit version 6.6.5.82.

Issue

In some cases, clients may report that Bitdefender Endpoint Security Tools does not block certain websites in Mozilla Firefox, although everything is working fine in other browsers.

This particular issue happens only on Firefox because this browser does not use certificates from Windows Certificate Store. It has its own certificates location, which is unique on per-profile basis.

Solution

To fix this issue, you can choose one of the following solutions:

  1. Create a new Firefox profile

    1. Close the Firefox browser if it is running.

    2. Start Command Prompt with administrative rights.

    3. Run the following command to start Profile Manager for Firefox:

      "C:\Program Files (x86)\Mozilla Firefox\firefox.exe" –p
    4. In the configuration window, create a new profile.

    5. Click the Start Firefox button and test the browser.

    If you wish to create silently a new profile in Command Prompt (also with administrative rights), navigate to the Firefox folder:

    cd C:\Program Files (x86)\Mozilla Firefox

    and run the following command:

    firefox -CreateProfile name-of-the-user
  2. Reinstall the Bitdefender certificate

    1. Access the certificates list for the browser interface. For example, in Firefox, you find the list in Options > Privacy & Security > Security > Certificates > View Certificates.

    2. Check if Bitdefender's entry is present there. If it is present, delete it. If not, skip to the next step.

    3. Boot the machine in safe mode.

    4. Delete the files from the following folders:

      C:\Program Files\Bitdefender\Endpoint Security\mitm_cache
      C:\Program Files\Bitdefender\Endpoint Security\mitm_cache\cache
    5. Reboot the machine in normal mode.

    6. Start Command Prompt with administrative rights and run the following command:

      C:\Program Files\Bitdefender\Endpoint Security\mitm_install_tool.exe /install_silent Net-Defender
    7. Confirm in the Bitdefender security agent interface the certificate installation.

Websites not blocked by Content Control

In this section, you will learn how to troubleshoot websites that are not blocked by Content Control.

When you install the Content Control module on an endpoint, BEST adds a Bitdefender certificate to Windows. This certificate is used for web traffic monitoring and web access control. Before you start troubleshooting, check the following guidelines:

If the issue still occurs, follow these steps to reinstall a Content Control component on an affected endpoint:

  1. Check the if the following certificate is available in Windows Certificate Manager: Bitdefender Personal CA.Endpoint0000

  2. If found, delete it. Otherwise, skip to the next step.

  3. Boot in safe mode.

  4. Delete all files from the following path:

C:\Program Files\Bitdefender\Endpoint Security\mitm_cache

  1. Boot in normal mode.

  2. Run the following command as Administrator:

C:\Program Files\Bitdefender\Endpoint Security\mitm_install_tool_DCI.exe /install_silent Net-Defender