I started working at a company that uses Bitdefender back in July. I feel like I am constantly fighting it.
I make exclusion rules that rarely seem to work, I reach out to their support which is super slow and not helpful. They always want me to run their log collection agent on machines for anything I request, even when it has nothing to with the machine and everything to do with the GUI or detection rules.
I’m trying to be patient and look inward at what I’m doing wrong, I review the documentation and I can’t figure out where the problem is.
After some back and forth about an exclusion rule not working to stop getting alerts about a false positive I got told, “a generic exception for the affected file has been added. The fix will enter the market by no later than 20:00 GMT today.” I asked wtf that meant and they clarified they were adding the file to their global whitelist. This was last month and today we are being bombarded by false-positives about the file in question.
Is this a normal experience? Am I just a noob with Bitdefender?
About a year ago I took over a site that uses bitdefender on half of their site and TrendAV on the other half.
Bitdefender is on all of the servers too.
I’ve not had a single issue with BitDefender and i’m actually quite impressed with it.
Hello u/AK47Brown,
I am sorry to hear that you have faced some difficulties when you interacted with our Technical Support Team and we are working on improving your experience with us. In the future, you can follow up on a ticket including by phone and chat, through any of these channels: https://www.bitdefender.com/business/support/en/71263-85158-contact.html
Regarding the alerts that you are receiving, our Technical Support has identified that the exclusions created were Custom Exclusion Rules which only apply for EDR detections, while the alerted generated are from the ATC detections. In order to provide an appropriate solution a set of logs are needed to identify the exact ATC detections.
As soon as we have the log files, our Technical Support Team will provide a solution and will guide you step by step on how to implement it.
If further assistance is needed, please reach out directly through one of the channel mentioned.
Kind Regards!
I run Bitdefender + a few addons and I never have any issues with it across a pretty good number of machines. (It goofs up google drive file dates but exceptions solved most of that).
The admin interface is overly complicated and kinda dated but it works and it is cheap.
False positives have been minimal (but most of my end users are running basic stuff).
Is this a normal experience? Am I just a noob with Bitdefender?
Everything you describe about support, documentation, and exclusions exactly mirrors my experience. I know that BD is generally well regarded and I’m perhaps in the minority for a negative experience but I was happy to leave GravityZone behind.
Never had a single issue with Bitdefender gravity zone in the 5 years we’ve used it but the second we upgrade to m365 E3 I’m dumping it because defender endpoint is included.