Knowledge Base - Security programs cause End User to re-enter session code

Knowledge Base Main

There have been reported cases of certain Anti-Virus/Security programs that are incorrectly identifying the End User Agent as malware, which in turn will remove necessary files from the installation folder. When these security programs do this the End User will then be required to re-enter the session code provided to them when they downloaded the End User Agent.

The following security programs have been observed to cause this issue, but it is unlikely that they are the only ones.

  • Duba antiVirus
  • 360 AntiVirus
  • Safe Guard

In order to avoid this issue we recommend telling your security program that the End User Agent is a trusted program, or to temporarily disable the software during scanning.