Troubleshoot “The connection to the cloud services could not be established” error message
Bitdefender Cloud Services constantly analyze threats in the wild and threat intelligence from Bitdefender’s global network of protected endpoints, to immediately respond to emerging threats.
The Antimalware, Antiphishing and Content Control modules check with Bitdefender Cloud Services to protect against the newest threats, and phishing attacks or to categorize websites, and also to quickly eliminate false positives.
In some situations, the Bitdefender agent installed on the endpoint can indicate the following security issue: “The connection to the cloud services could not be established. You are not fully protected. Please contact your system administrator.”
Possible causes:
Port
443, required for communication with Bitdefender Cloud Services, is closed.A network firewall is blocking the connection with Bitdefender Cloud Services on:
nimbus.bitdefender.net.This issue can also occur for any of the following hosts:
mclb-gcp.nimbus.bitdefender.neteu.nimbus.bitdefender.netus.nimbus.bitdefender.netelb-fra-gcp.nimbus.bitdefender.netelb-ned-gcp.nimbus.bitdefender.netelb-nvi-gcp.nimbus.bitdefender.netelb-ore-gcp.nimbus.bitdefender.netelb-iow-gcp.nimbus.bitdefender.netelb-tky-gcp.nimbus.bitdefender.net
The used proxy is misconfigured in the policy or has other issues.
The relay is not configured as a proxy in the policy, to communicate with Bitdefender Cloud Services (for offline environments).
The endpoint does not have internet access.
To fix this, you must first check if the 443 port is open:
Make sure telnet is installed on your computer.
Open Command Prompt (CMD).
Run the following command:
telnet nimbus.bitdefender.net 443
If the connection is successful, the command window will go blank.
Otherwise, make sure no firewall or content filtering solution blocks the access, the endpoint has an active internet connection, the proxy communication is functional and configured in the applied policy.
For more information about the Bitdefender GravityZone ports, refer to GravityZone (cloud) communication ports.
For more information about certificates, refer to the Certificate prerequisites section of the Endpoint protection page.
If the issue persists, you can gather Cloud Services connectivity advanced logs and send them to the Bitdefender Enterprise Support team. For more information on how to gather advanced logs, refer to the Debug session section of the Viewing endpoint details page.