Behavior:
After installing SentinelOne Antivirus, the DocuWare Desktop apps do not operate as intended.
Answer:
SentinelOne Antivirus software is known to cause issues with the update or installation of DocuWare Desktop Apps. It terminates the installation mid-process and quarantines or deletes files and registry keys needed by DocuWare. This often places Desktop Apps in a non-functional state and prevents the application from being uninstalled or reinstalled by normal means. To repair this, you must open a support request by contacting DocuWare Support so we can troubleshoot the affected machine. Resolving this can be a lengthy process, and if multiple computers are affected, the fix must be performed individually on each of those machines.
In most cases, DocuWare Support can remove the failed installation and reinstall the product, but due to this issue's unpredictability. DocuWare Support is sometimes unable to completely remove the failed installation and restore Desktop Apps to a functional state. In these cases, you will need to reimage the machine or roll back the machine to the last viable restore point, if possible.
If you utilize SentinelOne Antivirus and DocuWare Desktop apps, it is best to avoid this issue altogether by implementing our recommended antivirus exceptions, which can be found here: How Do I Avoid Conflicts with Virus Scanners and Proxys? Simply whitelisting the DocuWare Client Setup is not sufficient.
Alternatively, you can disable SentinelOne anytime you update or install desktop apps. We strongly recommend doing one of these actions before you install or update desktop apps.
SentinelOne Antivirus software is known to cause issues with the update or installation of DocuWare Desktop Apps. It terminates the installation mid-process and quarantines or deletes files and registry keys needed by DocuWare. This often places Desktop Apps in a non-functional state and prevents the application from being uninstalled or reinstalled by normal means. To repair this, you must open a support request by contacting DocuWare Support so we can troubleshoot the affected machine. Resolving this can be a lengthy process, and if multiple computers are affected, the fix must be performed individually on each of those machines.
In most cases, DocuWare Support can remove the failed installation and reinstall the product, but due to this issue's unpredictability. DocuWare Support is sometimes unable to completely remove the failed installation and restore Desktop Apps to a functional state. In these cases, you will need to reimage the machine or roll back the machine to the last viable restore point, if possible.
If you utilize SentinelOne Antivirus and DocuWare Desktop apps, it is best to avoid this issue altogether by implementing our recommended antivirus exceptions, which can be found here: How Do I Avoid Conflicts with Virus Scanners and Proxys? Simply whitelisting the DocuWare Client Setup is not sufficient.
Alternatively, you can disable SentinelOne anytime you update or install desktop apps. We strongly recommend doing one of these actions before you install or update desktop apps.
KBA is applicable to Cloud and On-premise Organizations
