Question:
Antivirus software is targeting or interfering with the functionality of program, system, or data files for DocuWare.
The stricter a virus scanner is set, the more likely it is that inconsistencies will occur when using programs and especially when updating them. The following information allows you to create exception rules for your DocuWare products to minimize inconsistencies when updating and using the software.
Solution:
This KBA should only be applied if you experience issue using DocuWare which are related to your Antivirus, Proxy, or are advised by a member of the Support Team.
In case the issue is solved after applying this KBA please try to minimize the exceptions in the Antivirus or Proxy.
This solution requires advanced knowledge of your network. Contact your system administrator for assistance. Incorrectly changing Windows security can significantly affect system operation. Always back up your data before proceeding with advanced solutions. This information comes from our experience in service and support. Please note that DocuWare cannot accept any responsibility. Any changes you make to the antivirus software you use are done at your own risk, without exception. Depending on the antivirus program you use, settings may be named differently or may not be configurable in general. If you have any questions, please contact the provider exclusively.
First, test to see by temporarily disabling your antivirus product if this improves performance: speed, file locking issues, error messages, etc.
In some cases, it may even be necessary to completely uninstall the antivirus software, as disabling it does not stop all antivirus services. See also Microsoft article
https://learn.microsoft.com/en-us/troubleshoot/windows-server/high-availability/not-cluster-aware-antivirus-software-cause-issue
If performance improves, exclude the DocuWare programs, folders, and file extensions from your Antivirus program:
Exclude the following file locations from real-time watching:
- C:\Program Files (x86)\DocuWare\*
- C:\Program Files\DocuWare\*
- %ProgramData%\DocuWare\*
- %TEMP%\DocuWare\*
- %TEMP%\dwc2o\*
- %TEMP%\Edit\*
- %TEMP%\sendmail\*
- %TEMP%\wec\*
- %LOCALAPPDATA%\DocuWare\*
Exclude the address of the Web client from the "Web Browser Protection" and from any proxy:
- https://<servername>/DocuWare/*
Problems during the installation of DocuWare
There are scenarios where installing or upgrading DocuWare client software will not work because of Anti-Virus and Anti-Malware Real-Time Protection component(s) are enabled and the fact that this real-time scanning protection is enabled that can block portions of the DocuWare installation routines resulting in a failed installation.
The following are links of antivirus programs, malware and real-time protection and how to temporarily disable them:
Norton 360
Link to the manufacturer's FAQ.
Bitdefender
Link to the manufacturer's FAQ.
G Data Internet Security
Link to the manufacturer's FAQ.
AVG AntiVirus
Link to the manufacturer's FAQ.
Avast Internet Security
Link to the manufacturer's FAQ.
More manufacturers can be found at the following link:
"How To Temporarily Disable Your Anti-Virus, Anti-Malware and Firewall Programs to install NovaBACKUP"
Note: Watch out for antivirus products installed on the physical server running a virtualized server with DocuWare. And watch out for firmware-based (or other) antivirus products that are not installed on the DocuWare host server or on a workstation, but on routers, over VPNs, in the cloud, etc.
Related articles:
Configure Microsoft Defender Antivirus exclusions on Windows Server
Common mistakes to avoid when defining exclusions
How do I check whether a proxy is active on the computer?
Error "There was an issue installing the prerequisites" (Desktop apps)
Ports used by DocuWare
KBA is applicable to both Cloud and On-premise Organizations.
