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:  08/28/2017 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.  Because this issue stems directly from your antivirus, you need to configure it to exclude or "whitelist" a la mode system files.  If you are unsure about how to do this, 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 exclude 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.

Global Exclusions for all versions of Windows:
C:\a la mode
C:\win2000
C:\Program Files (x86)\a la mode
C:\Program Files\a la mode
Global Exclusions for Windows 7, 8, and 10:
C:\ProgramData\alamode
C:\Users\[YourUserName]\Documents\a la mode
C:\Users\Public\Documents\a la mode
The text [YourUserName] in the file path is the user name you use to log into Windows.

Once the necessary exclusions have been configured, the files that were deleted must be replaced.  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 reinstalling your software, then checking for updates to verify that everything is up‑to‑date.

TOTAL
Click here for instructions on reinstalling TOTAL.
Once you reinstall TOTAL, click here for instructions on checking for updates.
WinTOTAL Aurora
Click here for instructions on reinstalling WinTOTAL Aurora.
Once you reinstall WinTOTAL Aurora, click here for instructions on checking for updates.
TOTAL Connect
Click here for instructions on reinstalling TOTAL Connect.  You may be prompted to Modify, Repair, or Remove TOTAL Connect.  Choose Repair, and click Next to continue.

Repair TOTAL Connect

Once you reinstall TOTAL Connect, click here for instructions on checking for updates.

If you're still having trouble after following these instructions, please call our support department at 1‑800‑ALAMODE for further assistance.

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