Resolve BirdEye BE Connector Integration Failures Caused by BitDefender Antivirus

draft · accounts-and-access serverantivirusexclusion

Generated by docuprocessor (prompt article/v3) · 2026-04-22 11:16

Source thread

thread_id: spaces/AAAA05BdS6s/threads/sx04WCuKnfM · 8 msgs · first 2024-09-19 · participants: Tech ATech BTech CTech DTech E

Tech A 2024-09-19 21:04

@all Hey Guys, there is an ongoing situation with the office Blairstown Smile Studio, the integration with the BE Connector in the server is failing all the time and BirdEye has been following up the case, they said the root cause of the issue is the integration being stopped/blocked by the LMI AV, BirdEye has a case with BitDefender to fix the matter because it is not happening only with this office, they are asking to remove the AV from the server until they can fix the issue with the AV but they didnt provide any ETA. Can temporarily remove the AV? shall we check with office if they agree? I dont think removing the AV is a great idea but any advice would be helpful :)

Tech B 2024-09-19 21:08

@Juan Zappa the mic is yours

Tech C 2024-09-19 21:11

(no text)

Tech D 2024-09-19 21:18

(no text)

Tech C 2024-09-19 21:22

So, I'm having the exact same thing with another office, as of what I know we can temporarily disable the AV on the server, there's no need to uninstall the AV in full - The only issue I see here is that we can disable it by setting time max by 30 minutes or until the next server restart Birdeye needs to disable the AV for at least 2 weeks to see if it works but we can not specify that timeframe and I believe that we can not leave the office without protection for that amount of time Also in the default policy for AV the whole folder for BEConnector is excluded and it didn't work for them so...

Tech E 2024-09-19 21:30

Can’t you simply add exclusions for the software that’s affected without disabling security.

Tech D 2024-09-19 21:34

all exclusions are already added, .exe, the whole birdeye path. but AV keeps detecting threats and deleting it anyways, i was checking something similar for Wall St dental

Tech E 2024-09-19 21:38

Are these “threats” within excluded paths? Maybe there’s additional temp locations that need to be excluded

---
title: "Resolve BirdEye BE Connector Integration Failures Caused by BitDefender Antivirus"
category: accounts-and-access
tags: ["server", "antivirus", "exclusion"]
source_thread_id: "spaces/AAAA05BdS6s/threads/sx04WCuKnfM"
source_space: "spaces/AAAA05BdS6s"
generated_at: "2026-04-22T11:16:34"
participants: ["Tech A", "Tech B", "Tech C", "Tech D", "Tech E"]
---

# Resolve BirdEye BE Connector Integration Failures Caused by BitDefender Antivirus

## Problem
BirdEye BE Connector integration is failing repeatedly on servers due to BitDefender antivirus blocking or stopping the integration process. The issue affects multiple offices and occurs even when standard exclusions for the BirdEye folder and executables are already configured in the default antivirus policy. BitDefender continues to detect threats and delete files despite these exclusions being in place. BirdEye has confirmed this is a widespread issue affecting multiple clients and has opened a case with BitDefender, but no ETA has been provided for a permanent fix.

## Resolution
1. Verify that standard BirdEye exclusions are already configured in BitDefender:
   - BirdEye executable files (.exe)
   - Complete BirdEye installation path
   - BE Connector folder and subfolders

2. If standard exclusions are insufficient, investigate additional temporary file locations that may need exclusion:
   - Check for temp directories where BirdEye processes may create files
   - Review BitDefender logs to identify specific threat detections and file paths
   - Add exclusions for any additional paths identified in the logs

3. As a last resort, temporarily disable BitDefender on the server:
   - Note that BitDefender only allows temporary disabling for maximum 30 minutes or until next server restart
   - This timeframe is insufficient for BirdEye's requested 2-week testing period
   - Coordinate with the office before implementing any temporary antivirus disabling

No permanent resolution is available until BitDefender releases a fix for the false positive detections.

## References
- Source discussion: `spaces/AAAA05BdS6s/threads/sx04WCuKnfM`

Generated article

draft