Splashtop Antivirus - FAQ

Below are common questions for Splashtop Antivirus powered by Bitdefender.

Purchasing & Licensing

What is the license usage model? Can I transfer a license to another computer?
Splashtop Antivirus follows a monthly usage license model. The number of licenses you purchase is the number of unique endpoints that can be installed each calendar month.

When Splashtop Antivirus is uninstalled from an endpoint, the license will be freed to install on another endpoint on the 1st of the next calendar month.
When does the monthly license usage counter reset?
Your monthly license usage count resets on the 1st day of each calendar month at 00:00:00 UTC+0.
Why can't I subscribe to Splashtop Antivirus?
There are a few possibilities on why you may not be able to subscribe to Splashtop Antivirus.

1. Only eligible products can add on Splashtop Antivirus. See How to Subscribe.
2. Only team owners can subscribe. Team admins and members will not see the option.
3. If you have previously subscribed to our legacy Bitdefender integration, you will be able to migrate to Splashtop Antivirus soon. See Info for Previous Bitdefender Integration Customers.

Installation

How long does it take to install? Is there any retry or timeout mechanism?
The amount of time it takes for Splashtop Antivirus to install can vary from a few minutes or longer depending on the endpoint's network environment and available resources.

The download and install process will retry up to 3 times, and will timeout after 8 hours.
You can also cancel the installation process from the dashboard.
Splashtop Antivirus won't install. What's wrong?
One common reason for failed installation is having other antivirus programs installed on the endpoint. Having multiple antivirus programs may degrade performance and even prevent proper malware detection. Make sure to uninstall any other antivirus program before installing Splashtop Antivirus.

See this page from Bitdefender for uninstall tools of common antivirus software.

Usage

How do I access quarantined files?
Quarantined files can be accessed directly from the GUI of the Splashtop Antivirus agent on the endpoint.

Windows
  1. Open the Splashtop Antivirus agent on the endpoint.
  2. Click the top-right menu icon.
    agentgui_en-us.PNG
  3. Click Quarantine.
    agentgui2_en-us.PNG
  4. Restore, delete, or empty the contents.
    quarantine_en-us.PNG

Mac

  1. Open Splashtop Antivirus Preferences.
    macpreference_en-us.PNG
  2. Restore, delete, or empty the contents.
    macquarantine_en-us.PNG
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