Configure antivirus software and remove a la mode files from Quarantine
This document explains what to do if your antivirus software places a la mode system files into Quarantine.
Document 9024 | Last updated: 01/04/2018 RR2
In rare cases, important system files used for optimizing images, delivering reports, and other functions are detected as a threat and moved to a Quarantine folder by your antivirus software. You need to configure it to exclude or "whitelist" a la mode system files. Then, you need to replace any files which have been Quarantined. Follow the instructions below to begin.
If you're unsure how to configure your antivirus, contact your antivirus provider for instructions. Our technicians are unable to assist with the specifics, as each antivirus is different.
When adding exclusions, it's a good idea to whitelist your entire a la mode program directory. Click here for complete program-specific paths, such as TOTAL Connect and TOTAL Sketch. At minimum, the following paths must be added to your antivirus' list of exclusions.
The text [YourUserName] in this file path is the user name you use to log into Windows.
Once the above exclusions have been configured, you need to replace any missing files. If your files were added to a "virus Quarantine," you may be able to restore them using documentation found on your antivirus provider's website. However, the easiest way to get back up and running is by using our Tech Support Assistant (TSA).
That's it! You're free to open TOTAL again and resume working. If you're still having trouble after following these instructions, please call us at 1‑800‑ALAMODE for further assistance.