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Verifying and troubleshooting Bitdefender deployment in ConnectWise Asio

Deploying Bitdefender through ConnectWise Asio requires proper configuration and verification. This guide outlines how to confirm a successful deployment, troubleshoot installation issues, and address common causes of failure.

How to confirm that your ConnectWise Asio Package includes Bitdefender Cloud Security for MSP

For Windows devices, you can locally verify if the bitdefender-bitdefender_cloud_security package has been applied by checking the following file:

C:\Program Files (x86)\ITSPlatform\tmp\agent_packages.json

Example entry in the file:

"bitdefender-bitdefender_cloud_security": {    
    "name": "bitdefender-bitdefender_cloud_security", 
    "type": "package-vendor",    
    "skipRestart": false,    
    "operating_system": "windows",    
    ...
}

Where to find more information if the Bitdefender installation fails

If the Bitdefender deployment is unsuccessful, additional details about the failure can be found in the following log file:

C:\Program Files (x86)\ITSPlatform\log\platform-installation-manager.log

If the reason for the failure is still unclear, please contact Bitdefender Support and provide the following information:

  • Your GravityZone Company ID

  • Support Tool logs from the affected Windows devices

  • The following local ConnectWise Asio Agent log files:

    • C:\Program Files (x86)\ITSPlatform\tmp\agent_packages.json

    • C:\Program Files (x86)\ITSPlatform\log\platform-installation-manager.log

    • C:\Program Files (x86)\ITSPlatform\log\platform_agent_manager.log

Common causes of Bitdefender deployment failures

If Bitdefender fails to deploy through the ConnectWise Asio integration, check the following elements:

  • The GravityZone API key used for the integration has all necessary API permissions enabled.

  • The option Grant API Access to Bitdefender Cloud Security for MSP. Bitdefender Cloud Security for MSP will be able to access your data that is relevant for Integration is enabled in the Bitdefender Cloud Security for MSP integration settings.

  • The ConnectWise Asio devices targeted for deployment meet the following criteria:

    • They are part of a ConnectWise Asio Site that is mapped to a GravityZone company.

    • They have an Asio Package assigned that includes an Asio policy with Bitdefender Cloud Security enabled.

    • They do not have a competing security software that is protected with an uninstall password, preventing Bitdefender from removing it.

      A full list of incompatible software is available here.

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