Troubleshooting

Check if the endpoint has internet access.

• If there are connectivity issues, attempt to fix the problem and regain access to the internet.

• If this is by design, and the endpoint is part of an internat network, set up a relay or a proxy so that that EDR traffic sent by BEST can reach the Bitdefender MDR ports specified in step 2.

Test the connection to Bitdefender MDR ports:

1. Go to command prompt.

2. Type in the following command:

   For Europe:

   telnet ingestors-eu.bmdr.bitdefender.com 443
   

   For the US:

   telnet ingestors-us.bmdr.bitdefender.com 443

   Note

   If you are receiving the 'telnet' is not recognized as an internal or external command,operable program or batch file, follow the steps below and try the entry again:

   1. Go to Control Panel > Programs and Features.

   2. Select the Turn Windows features on or off option on the right side of the window.

   3. Enable Telnet Client.

   4. Select OK.

If successful, the following will be returned:

If the connection fails, make sure your firewall rules allow traffic through to that address and port.

Go to the Network page, find the endpoint in question and click on it to view endpoint details.

Go to the Protection tab.

Under the Endpoint protection section, make sure that the latest version of BEST is installed on the endpoint.

• If that is not the case, run an Update Client task on the endpoint to update it to the latest version.

Under the Overview section, make sure the EDR module is on.

• If the EDR module is off, run a Reconfigure agent task on the endpoint to enable it.

Go to the Policy tab and open the applicable policy.

Go to the Incidents Sensor page. If the service is disabled, you need to activate it.

Go to the General page, and select Security Telemetry. If the service is enabled, you need to disable it.

Click Save.