Antivirus and antimalware software running on client machines can block the functionality of Device Management (DMA) and DeploymentPro software. If this is the case, various error messages are generated during a deployment.
Important
If BitTitan software is identified as malicious by the customer’s antivirus application, add a comment to the bottom of this article with the name of the antivirus vendor. We will work with that vendor to ensure BitTitan software is not identified as malicious by their antivirus application. A reply will be added once the vendor approves our software.DMA will install to the following locations: "C:\Program Files (x86)\BitTitan" and "%LOCALAPPDATA%\BitTitan". There must be no policies, antivirus programs, or limitations in place that can block operations in these locations, such as AppLocker.
Configuration Error
Error Message
“We have encountered an error in configuration. Failed to access executable file path. Access denied.”
Description
Antivirus or anti-malware software is blocking DMA or DeploymentPro file installation on client machines.
Cause
Device Management Agent or DeploymentPro.
Resolution
Before the deployment of the DMA agents to your customers, verify that your antivirus policies have excluded:
- The folder path/installation directory where DMA resides
C:\Program Files (x86)\BitTitan" AND "%LOCALAPPDATA%\BitTitan - The executable/processes that will install DMA
BitTitanDMASetup.exe
- The processes or modules associated with DMA and their file paths
Path Process and modules C:\Program Files (x86)\BitTitan\DeviceManagementAgent\BitTitanDMASetup.exe
BitTitanCrashReporter32.exeC:\Program Files (x86)\BitTitan\DeviceManagementAgent\BitTitanCrashReporter64.exe C:\Program Files (x86)\BitTitan\DeviceManagementAgent\module\ConnectivityHealthCheck\BitTitanDMAConnectivityHealthCheck.exe C:\Program Files (x86)\BitTitan\DeviceManagementAgent\BitTitanDMAExecutor.exe C:\Program Files (x86)\BitTitan\DeviceManagementAgent\module\JobRunner\BitTitanDMAJobRunner.exe C:\Program Files (x86)\BitTitan\DeviceManagementAgent\module\MachineHealthCheck\BitTitanDMAMachineHealthCheck.exe C:\Users\<user account>\AppData\Local\BitTitan\DeviceManagementAgent\module\OutlookConfigurator\BitTitanDMAOutlookConfigurator.exe C:\Users\<user account>\AppData\Local\BitTitan\DeviceManagementAgent\module\OutlookConfigurator\BitTitanDMAOutlookConfiguratorApplication.exe C:\Program Files (x86)\BitTitan\DeviceManagementAgent\BitTitanDMAService.exe C:\Program Files (x86)\BitTitan\DeviceManagementAgent\module\SoftwareHealthCheck\BitTitanDMASoftwareHealthCheck.exe C:\Program Files (x86)\BitTitan\DeviceManagementAgent\BitTitanDMAUpdater.exe
OutlookConfigurator Error
Error Message
“We've encountered an error with OutlookConfigurator. Access is denied.”
Error Source
DeploymentPro
Description
When DeploymentPro creates a new profile, it leverages the module OutlookConfigurator. If customer antivirus software has quarantined one of DeploymentPro’s executable files, the application will display the error message above with a red X if it is not able to complete the profile.
Log files will display something similar to the following.
2017-09-26 23:48:06|Error|BitTitan.DeviceManagement.OutlookConfigurator.Core.OutlookConfiguratorEngineManager.LaunchProcess|2324|6|Failed to start process C:\Users\licensing\AppData\Local\BitTitan\DeviceManagementAgent\module\OutlookConfigurator\OutlookConfiguratorApplication.Launcher.ApplicationLauncher.exe, error: System.ComponentModel.Win32Exception (0x80004005): Access is denied
Cause
Client antivirus software has quarantined one of DeploymentPro’s executable files.
Resolution
Enter an exclusion in the antivirus policy for the %LocalAppData%\BitTitan folder.
Additional information
This error message can also be caused by the following issues.
- The version of Outlook 2010 needs to be Outlook 2010 (14.0.7188.5000) by April 2015 or later. Older versions are not compatible.
- If 32-bit Outlook is installed, and the 64-bit version is selected, this error may display: BitTitanDMAOutlookConfigurator.exe is 32-bit and BitTitanDMAOutlookConfiguratorApplication.exe is 64-bit.
If the issue is not identified by the OutlookConfigurator files or either of the alternative issues, escalate immediately.
Group Policies Error
Error Message
“This program is blocked by group policy.”
Error Source
DeploymentPro
Description
DeploymentPro is scheduled but does not show as running. The folder OutlookConfigurator is downloaded but has not completed setup because Group Policy is blocking three essential executable files. When these are blocked, Deployment Pro is not able to finish setting up the Configuration.
Cause
DeploymentPro needs to be able to download the OutlookConfigurator.zip file, unpack it, and run some application files.
Resolution
Enter an exclusion in the antivirus policy for the three executable files:
| Path | Process and modules |
C:\Users\<user account>\AppData\Local\BitTitan\DeviceManagementAgent\module\OutlookConfigurator\ |
BitTitanDMAOutlookConfigurator.exe |
C:\Users\<user account>\AppData\Local\BitTitan\DeviceManagementAgent\module\OutlookConfigurator\ |
BitTitanDMAOutlookConfiguratorApplication.exe |
C:\Users\licensing\AppData\Local\BitTitan\DeviceManagementAgent\module\OutlookConfigurator\OutlookConfiguratorApplication.Launcher.ApplicationLauncher.exe |
OutlookConfiguratorApplication.Launcher.ApplicationLauncher.exe |