ON PREMISES SOLUTIONS

Identify which GravityZone module is causing an incompatibility issue

When there is an incompatibility on endpoint between an application and a certain GravityZone module enabled in the Bitdefender security agent, follow these steps to identify the module causing the issues.

Issue

Sometimes, the Bitdefender security agent may be incompatible with different applications running on the endpoint due to certain modules enabled from the GravityZone console. This case except the situations where false positive detection returns messages in the Bitdefender agent interface.

Solution

To properly identify which module is causing this issue, follow these steps:

  1. Disable one module at a time:

    1. Go to the Policies page and click the policy that applies to the endpoint you are experiencing issues with.

    2. Go through the available tabs, select one of your currently active modules and uncheck the box to disable it.

      67993_1.png
    3. Click Save.

  2. Check if the issue is still occurring with that module disabled.

    • If the problem has been resolved, follow the steps below:

      1. Re-enable the module with the same procedure specified under step 1.

      2. Configure an exclusion for the application in the exclusion section of the identified module.

    • If the issue is still occurring repeat step 1 and disable another module. Do this until you find the module that is causing your issues. or until all modules have been disabled.

    • If all modules have been disabled and the issue is still occurring proceed to step 3.

  3. If you have disabled all modules from the policy used by the endpoint and the issue is still occurring, uninstall all modules except Antimalware using the Reconfigure Client task:

    1. Go to the Network page.

    2. Choose Computers and Virtual Machines from the views selector.Control Center at a glance

    3. Select the group that you want from the left-side pane. All computers from the selected container are displayed in the right-side pane table.

    4. Select the check boxes of computers for which you want to change the installation settings.

    5. Click the task.png Tasks button at the upper side of the table and choose Reconfigure client.

      Note

      Reconfigure Client page will not show which modules are currently installed on the endpoint.

    6. Select Match List and switch off all modules except Antimalware:

      67993_3.png
    7. Under the Scheduler section, select Now.

    8. Click Save. A confirmation message will appear.

    9. Check if the issue is occurring.

    • If, at this point, the issue is still occurring, contact Bitdefender Enterprise Support Team.

    • If the issue is no longer occurring proceed to step 4.

  4. For each removed module, following the steps below:

    1. Activate the module in the policy following the procedure specified in step 1.

    2. Add the module back on the endpoint following the procedure specified in step 3).

      67993_4.png
    3. Test to see if the problem is still occurring.

    Note

    When the issue starts occurring again, please note which modules are currently active.

Once you identify the module, contact Bitdefender Enterprise Support Team.