From the desk of Stu Harman, our support and coaching expert. In this article Stu describes how to change the settings of your antivirus program if it is blocking the download and installation of the BiteFX software, or preventing you from starting or updating your BiteFX software.
IntroductionThe BiteFX software includes certain types of application program files called "executables" and are those files with the extension ".exe". These executable files are included in the BiteFX Installation Package that is downloaded from the Internet to install BiteFX, in the BiteFXV5 folder that is used to operate BiteFX, and in the Update program you run frequently throughout the year to add new animations, pictures and software upgrades.
Symptoms Your Antivirus Program is Interfering with BiteFX
- You can't download the BiteFX Installer File
- You can't start BiteFX anymore because your BiteFX shortcut icon has disappeared from your desktop, and the file BiteFX.exe has been deleted
- When running the BiteFX Update program and the message "error applying update" appears in the BiteFX Update dialog.
Antivirus Programs That Have Blocked BiteFX
Avast - company has added BiteFX to its white list and should no longer block BiteFX
Trend Micro Security Systems - company has been notified and requested to add BiteFX to its white list
Microsoft Malware Protection Center - company has been notified and requested to add BiteFX to its white list
Symantec Endpoint Protection (Endpoint Protection.cloud) - company has been notified and has added BiteFX to its white list
WatchGuard Gateway Antivirus - Managed antivirus program; need to add update URL to the safe site list. Company being contacted to add BiteFX to their white list
Emsisoft Anti-Malware - company has added BiteFX to its white list and should no longer block BiteFX
**If you suspect that your antivirus software is preventing you from using your BiteFX software, please notify BiteFX at your earliest convenience so we can evaluate the situation and contact the software manufacturer to report a false-positive issue to them as appropriate.
Changing Antivirus Program Settings
Most antivirus programs allow its settings to be modified to add Internet URL addresses as well as trusted files and/or folders to a list of Exclusions. If your antivirus program is managed by a technical support group, you will need their assistance to change the settings. In addition, if the antivirus program is installed on each local computer, be sure to make the setting changes on all computers on which BiteFX is installed.
Depending on the antivirus program, the Exclusions setting dialog may be accessed in the programs main menu by selecting Settings or Tools, and then selecting Exclusions (the program's Help guide may provide instructions how to access the Exclusions settings dialog).
Adding the BiteFX Installation File Download URL to the Exclusions List
Follow these steps if your antivirus software is preventing the BiteFX Installer File from being downloaded.
- Look for a setting option that allows you add an Internet address to the Exceptions list.
- Enter the address: www.bitefx.com/catalog/download.php?full=true
- Select Add or an appropriate button to add the URL to the list.
Adding the BiteFXV5 Program Folder to the Exclusions List
- Look for a setting option that allows you to add folders the to Exceptions list.
- Use the Browse feature provided and search for C:\Program Files\BiteFXV5 (for 32 bit machines) or C:\Program Files (x86)\BiteFXV5 (for 64 bit machines). Select the folder name.
- Select Add or an appropriate button to add the folder name to the list.
Adding the BiteFX EXE Files to the Exclusions List
- Look for a setting option that allows you to add files to the Exceptions list.
- Use the Browse feature provided and search for C:\Program Files\BiteFXV5\BiteFX (may appear as C:\Program Files\BiteFXV5\BiteFX.exe) (for 32 bit machines) or C:\Program Files (x86)\BiteFXV5\BiteFX (may appear as C:\Program Files (x86)\BiteFXV5\BiteFX.exe) (for 64 bit machines). Select the file name.
- Select Add or an appropriate button to add the file name to the list.
- Once again, use the Browse feature provided and search for C:\Program Files\BiteFXV5\BiteFXUpdate (may appear as C:\Program Files\BiteFXV5\BiteFXUpdate.exe) (for 32 bit machines) or C:\Program Files (x86)\BiteFXV5\BiteFXUpdate.exe) (may appear as C:\Program Files (x86)\BiteFXV5\BiteFX.exe) (for 64 bit machines). Select the file name.
- Select Add or an appropriate button to add the second file name to the list.
Removing a Blocked Bite File From a Quarantine List
If your antivirus program places suspected files in a quarantine list, use your Settings or Tools menu to navigate to the Quarantine list (your antivirus Help guide may be useful learning how to access the quarantine list).
- In the Quarantine list, select Restore.
- If prompted to confirm you want to allow the file to run, select Yes or OK.
If you need further assistance changing settings to exclude BiteFX from antivirus detection, please contact us by email at your convenience, or by telephone Mon-Fri 8am–5pm Pacific Time:
International (+1) 530-582-1189