Antivirus Application Blocking Errors

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.

Note: 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 our software is approved by the vendor.

Error message

“We have encountered an error in configuration. Failed to access executable file path. Access denied.”

Error source

Device Management Agent or DeploymentPro

Cause and description of error

Antivirus and/or anti-malware software is blocking DMA or DeploymentPro file installation on client machines.

Resolution or workaround

Prior to 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

BitTitanDMASetup.exe 
BitTitanCrashReporter32.exe
(C:\Program Files (x86)\BitTitan\DeviceManagementAgent\)
BitTitanCrashReporter64.exe
(C:\Program Files (x86)\BitTitan\DeviceManagementAgent\)
BitTitanDMAConnectivityHealthCheck.exe
(C:\Program Files (x86)\BitTitan\DeviceManagementAgent\module\ConnectivityHealthCheck\)
BitTitanDMAExecutor.exe
(C:\Program Files (x86)\BitTitan\DeviceManagementAgent\)
BitTitanDMAJobRunner.exe
(C:\Program Files (x86)\BitTitan\DeviceManagementAgent\module\JobRunner\)
BitTitanDMAMachineHealthCheck.exe
C:\Program Files (x86)\BitTitan\DeviceManagementAgent\module\MachineHealthCheck\)
BitTitanDMAOutlookConfigurator.exe
C:\Users\<user account>\AppData\Local\BitTitan\DeviceManagementAgent\module\OutlookConfigurator\)
BitTitanDMAOutlookConfiguratorApplication.exe
(C:\Users\<user account>\AppData\Local\BitTitan\DeviceManagementAgent\module\OutlookConfigurator\)
BitTitanDMAService.exe 
(C:\Program Files (x86)\BitTitan\DeviceManagementAgent\)
BitTitanDMASoftwareHealthCheck.exe
(C:\Program Files (x86)\BitTitan\DeviceManagementAgent\module\SoftwareHealthCheck\)
BitTitanDMAUpdater.exe
C:\Program Files (x86)\BitTitan\DeviceManagementAgent\)

_____________________________________________

Error message

We've encountered an error with OutlookConfigurator. Access is denied.

Error source

DeploymentPro

Cause of error

Client antivirus software has quarantined one of DeploymentPro’s executable files.

Description of error

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:

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

Resolution or workaround

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) 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.

Error message

This program is blocked by group policy.

Error source

DeploymentPro

Cause of error

DeploymentPro needs to be able to download the OutlookConfigurator.zip file, unpack it, and run some application files.

Description of error

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. 

Resolution or workaround

Enter an exclusion in the antivirus policy for the three executable files:

BitTitanDMAOutlookConfigurator.exe
C:\Users\<user account>\AppData\Local\BitTitan\DeviceManagementAgent\module\OutlookConfigurator\)
BitTitanDMAOutlookConfiguratorApplication.exe
(C:\Users\<user account>\AppData\Local\BitTitan\DeviceManagementAgent\module\OutlookConfigurator\)
OutlookConfiguratorApplication.Launcher.ApplicationLauncher.exe
C:\Users\licensing\AppData\Local\BitTitan\DeviceManagementAgent\module\OutlookConfigurator\OutlookConfiguratorApplication.Launcher.ApplicationLauncher.exe

 

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