The BiteFX Blog for All Things Relating to Occlusion

BiteFX Issues Related to Antivirus Programs

Posted by Stuart Harman on Tue, Jul 14, 2015 @ 14:07 PM

 

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.

Introduction

The 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 BiteFXV2 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. 
    This blog will provide up to date information on those antivirus programs we are aware of that have interfered with the BiteFX executable files in the past, as well as general instructions how to change settings in the antivirus software to prevent or resolve erroneous categorization of the BiteFX files as malware.
    Executable files are routinely scanned by your antivirus software and may categorize software it does not recognize as malware, in which case the antivirus software will prevent the executable files from operating using various blocking means. This process is how the antivirus software works to prevent attacks on your computer from malicious software (trojans, worms, phishing, viruses, spyware, etc). We have become aware of certain antivirus programs that have categorized BiteFX as malware, consequently preventing the ability to download the BiteFX Installer Package, start BiteFX, or run the update program. Depending on the antivirus software installed, you may not be provided with any advisory that this has occurred.
    Antivirus programs vary in how thy process software that it has categorized as malware. In some instances, the antivirus program will detect and remove the suspicious files, and others will place the suspicious file in a Quarantine folder, where it can be restored. If your antivirus deletes suspected file(s), you will need to add those files or the folder in which they are contained to the Exclusions list, and then reinstall BiteFX. Please be aware that different antivirus programs may use different terms and have different menu options, so this blog is meant to provide a general guide.

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 Installtion File from being downloaded.

  1. Look for a setting option that allows you add an Internet address to the Exceptions list.
  2. Enter the address: www.bitefx.com/catalog/download.php?full=true
  3. Select Add or an appropriate button to add the URL to the list.

Adding the BiteFXV2 Program Folder to the Exclusions List

  1. Look for a setting option that allows you to add folders the to Exceptions list.
  2. Use the Browse feature provided and search for C:\Program Files\BiteFXV2 (for 32 bit machines) or C:\Program Files (x86)\BiteFXV2 (for 64 bit machines). Select the folder name.
  3. Select Add or an appropriate button to add the folder name to the list.

Adding the BiteFX EXE Files to the Exclusions List

  1. Look for a setting option that allows you to add files to the Exceptions list.
  2. Use the Browse feature provided and search for C:\Program Files\BiteFXV2\BiteFX (may appear as C:\Program Files\BiteFXV2\BiteFX.exe) (for 32 bit machines) or C:\Program Files (x86)\BiteFXV2\BiteFX (may appear as C:\Program Files (x86)\BiteFXV2\BiteFX.exe) (for 64 bit machines). Select the file name.
  3. Select Add or an appropriate button to add the file name to the list.
  4. Once again, use the Browse feature provided and search for C:\Program Files\BiteFXV2\BiteFXUpdate (may appear as C:\Program Files\BiteFXV2\BiteFXUpdate.exe) (for 32 bit machines) or C:\Program Files (x86)\BiteFXV2\BiteFXUpdate.exe) (may appear as C:\Program Files (x86)\BiteFXV2\BiteFX.exe) (for 64 bit machines). Select the file name.
  5. 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).

  1. In the Quarantine list, select Restore.
  2. 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:

[email protected]

1-877-2BiteFX (1-877-224-8339)
International (+1) 530-582-1189

Tags: Using BiteFX

Subscribe to Email Updates

Recent Posts