Armor.netgear.com website shows I have a subscription. The IOS App shows the tile for Armor as expired, clicking it takes me to a screen to renew my subscription, clicking to renew takes me to the Armor portal/site and shows I have a subscription. What am I missing?

Bitfender resolved my issue and Armor shows actived in the app and router now. I recommend contacting them at https://www.bitdefender.com/consumer/support/

Exactly same issue for me as well. Router: Orbi RBR50Firmware: 2.3.1.60

Hello Santap, We have also noticed an issue. If you believe that your expiration date on the status is not accurate, please DM me with your serial number/email address and we will look into it for you. Gary_A - Glad to hear you were able to get it resolved. Also, thanks for posting an update on the thread as it may help others who may experience the same issue. ~Christian

I have also done a check... Since Armor is "considered active" in the black armor page, I decide to try to download a test malware file. Of course, for that I had to disable bitdefender and its associated url defender in my browser. I could then download the sample EICAR test file. This shows that if the router states the armor is not activated, then it's not working to protect those device on your network that do not have antivirus (think your tv, your game console, cameras, etc). This also shows that the "trial activation" and "renewal" features of both the ORBI APP (and the lack of management features in THE ROUTER) are an issue. As soon as both don't sync properly, and if you have used up a licence, then you are effectively in trouble. Customer support can't handle this well, as the licences are not issued by them but via B2B2C from Bitdefender. You being a C (a customer) can't really get support from B (netgear) while the other Business (Bitdefender) asks you to work with them. Senior Management at Netgear, in the product dev, should look into it.

Hi, I did put a call into Bitdefender, the customer support team member was not able to fix the issue or identify the root cause so he opened up a case and forwarded it to their Tech Support team. While waiting for Tech support, I was able to resolve the issue on my own. I ended up doing a factory reset on the router and re-enabled/activated Armor security. App now shows it's Activated.

Is Armor activated or not? | NETGEAR Communities

17 Replies

Santap
Tutor
Jun 03, 2019
Exactly same issue for me as well.
Router: Orbi RBR50
Firmware: 2.3.1.60
- Gary_A
  Guide
  Jun 03, 2019
  I called support at Bitdefender and they have escalated it to a level 2 as the tech could not figure out the reason the the orbi app or router is not seeing that Armor is activated. Great tech, understood the problem but just couldn't fix it. Netgear really needs to take some ownership in this but knowing that they only provide 90 days of support via phone or e-mail after pruchase means I don't want to call and be told I have to pay for the call. I will update this thread once I see what Bitdefender does.
  - Gary_A
    Guide
    Jun 04, 2019
    Bitfender resolved my issue and Armor shows actived in the app and router now. I recommend contacting them at https://www.bitdefender.com/consumer/support/
Wisconsingal
Tutor
Oct 22, 2019
I just purchased the armor subscription And I am experiencing the very same issue. I tried going to the consumer help site suggested here but I can’t find a phone number nor can I find any information on how to fix this.
- Gary_A
  Guide
  Oct 23, 2019
  I contacted the number for Bitdefender on their website, they resolved the issue very quickly.
  - Wisconsingal
    Tutor
    Oct 23, 2019
    Thanks I'll give that a try..
    
    I work in the Tech support/customer service industry and this type of scenario is a bit ridiculous. By now their should be specific steps to resolve it listed somewhere publicly for paying customers or at the very least general steps customers were expected to follow to resolve it.
    . You mentioned that you called them and they had it resolved quickly, what was done to resolve it?

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Is Armor activated or not?