Closed Bug 1508624 Opened 7 years ago Closed 7 years ago

Bitdefender 2019 can prevent Firefox from loading pages

Categories

(External Software Affecting Firefox :: Other, defect)

Product:
External Software Affecting Firefox
Component:
Other
Platform:
x86_64
Windows
Type:
defect
Priority:
Not set
Severity:
normal

Tracking

(Not tracked)

Status:
RESOLVED FIXED

People

(Reporter: o2l, Unassigned)

References

Details

The "Encrypted web scan" in Bitdefender 2019 (enabled by default) will prevent Firefox from loading many regular web pages including google.com and paypal.com (it also prevents many others)... Simply disable this option to restore the status quo...
this is a bug in bitdefender because it fails to insert his root certificate into the Firefox database.
Status: UNCONFIRMED → RESOLVED
Closed: 7 years ago
Resolution: --- → INVALID
(In reply to Michaelo from comment #0) > The "Encrypted web scan" in Bitdefender 2019 (enabled by default) will > prevent Firefox from loading many regular web pages including google.com and > paypal.com (it also prevents many others)... > > Simply disable this option to restore the status quo... Michaelo, could you please provide product description and version for bitdefender? I'm trying to understand if this is the same as https://bugzilla.mozilla.org/attachment.cgi?id=9028293 (we could not reproduce internally and I wonder if this is limited to a specific build)
I don't appear to be able to attach an image but version and build are identical... Antivirus Plus 2019, Build 23.0.14.61 Mike
(In reply to Michaelo from comment #3) > I don't appear to be able to attach an image but version and build are > identical... > Antivirus Plus 2019, Build 23.0.14.61 > > Mike Thanks, can you please also confirm if your profile name or the path that leads to your profile (includes Windows username) includes non ASCII characters. This seems very related to bug 1512962 but need to confirm in order to validate it's a duplicate.
(In reply to Romain Testard [:RT] from comment #4) ... The path to my profile contains no non ASCII characters... Just to note, my profile is not the usual default as in "C:\Users\user_name", it's D:\Users\Michael and the appropriate changes are in place to allow this... however, a few poorly written programs assume defaults paths resulting in errors... Firefox doesn't assume? Mike

Indeed this is probably a bug in Bitdefender. As such, I'm in contact with Bitdefender. I am reopening so I can use this bug along with bug 1512962 in my correspondence with them. My profile is at the standard location with all characters in the 26-letter standard English alphabet (C:\Users*****) and I am having this issue.

User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:66.0) Gecko/20100101 Firefox/66.0

Status: RESOLVED → REOPENED
Ever confirmed: true
Resolution: INVALID → ---
Component: General → Other
Product: Firefox → External Software Affecting Firefox

We had similar problems with Kasperksy, that they solved by switching to installing their certificate in Windows rather than in Firefox.

See Also: → 1449115

Per the company, reinstalling Bitdefender should fix the issue. It worked for me and is probably at least worth a try. This should probably be on the Firefox/Mozilla support page for this topic.

An easy way to reinstall: https://www.bitdefender.com/consumer/support/answer/13429/

(In reply to IdmFoundInHim from comment #8)

Per the company, reinstalling Bitdefender should fix the issue. It worked for me and is probably at least worth a try. This should probably be on the Firefox/Mozilla support page for this topic.

An easy way to reinstall: https://www.bitdefender.com/consumer/support/answer/13429/

philipp, do you want to write (or suggest writing) a support article?

Flags: needinfo?(madperson)

our support article covering the subject at https://support.mozilla.org/en-US/kb/error-codes-secure-websites that's also directly linked from the error pages (though affected user might not be able to connect to sumo either) already contains general advice to reinstall av software. i can try to improve and update the article a bit though.

Flags: needinfo?(madperson)

Correct, SUMO is accessible through HTTPs so the user would not be able to access it in this case.
My understanding is that bug 1450784 will make this situation better by providing the name of the software causing the issue and suggestions about what to do directly from the certificate error page. This is on nightly now.

Well, the bug returned a couple of days later, and I got this from Bitdefender:

"The situation is currently undergoing investigation and the tests indicate that the Bitdefender security certificate installed in Firefox gets corrupted. These steps should address the situation - please repeat them when necessary:

  • Open Mozilla Firefox
  • Press the top right menu with three horizontal lines
  • Click on Options
  • Click the padlock in the left menu (Privacy & Security)
  • Scroll down and click on View Certificates
  • Go to Authorities tab
  • The list is shown in alphabetical order, from A to Z. If the entry Bitdefender Personal CA.Net-Defender is listed under Certificate Name please select it and press "Delete or Distrust", then OK
  • Now click the "Import" button and select the file below and then press Open

C:\Program Files\Bitdefender\Bitdefender Security\mitm_cache\fake-ca.crt

  • tick all the boxes in the next window and keep pressing Next until the certificate is installed
  • once Bitdefender Personal CA.Net-Defender appears in the list select it then press "Edit Trust"
  • check the box "This certificate can identify web sites"
  • close, then open Firefox and check if the web pages load fine now.

We will get back to you with an update regarding the fix as soon as we have one.

Thank you for your patience and understanding.

Best regards,

Georgiana CIURESCU
Senior Technical Support Engineer"

I have not attempted it yet.

I've changed from bitdefender back to AVG (free) and have the exact same issue... I have to disable Web Shield on AVG too...
FF is version: 65.0 and AVG (free) is current as of today...

Mike

See Also: → 1523701

According to Bitdefender, the issue is now fixed for the latest version. I can confirm that there was an update pushed out. However, the device that originally had the problem has been reset since my last comment, so I cannot confirm if it is fixed or not.

From Bitdefender Support:

Thank you for your patience.

The certificate errors you reported have been fixed in the latest Bitdefender product update which requires a Windows restart.

Please follow these steps:

  • right click on the Bitdefender icon from System Tray (System Tray is the set of icons in the lower right of the desktop, next to the clock. Not all icons are visible by default, to see all of them press on the icon that looks like an arrow pointing up or a triangle)
  • press on Update Now and wait until this process completes
  • then press on Restart Now (if Restart Now doesn't appear, restart the computer manually)

Let us know if Firefox works OK afterwards.

Best regards,

Georgiana CIURESCU
Senior Technical Support Engineer

As such, somebody can mark as RESOLVED FIXED (as long as we trust Bitdefender).

Status: REOPENED → RESOLVED
Closed: 7 years ago → 7 years ago
Resolution: --- → FIXED
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