This information is for administrators who are experiencing conflicts with the Axcient Service and their antivirus software.
Please note that steps might vary depending on which antivirus software is being used. This guide is intended to provide general steps for adding Axcient services to the allowlist of common anti-virus software.
To add the Axcient service to the antivirus allowlist:
1. Open the preferred antivirus software running on the device.
2. Navigate to the Preferences, Options, or Settings screen. The location will vary depending on the antivirus software being used.
3. Navigate to the Folder Exclusion section of the antivirus software.
4. Within this section, add a new exclusion rule for the C:\Axcient folder. This rule will include the files that must be excluded to avoid any conflicts with the Axcient Service and the antivirus software.
5. The following files must be explicitly excluded:
- C:\Axcient\bin\AxReplicatorClient.exe
- C:\Axcient\bin\vshadow.exe
- C:\Windows\axexesvc.exe
- C:\Windows\axexesvc.lock
- C:\Windows\pypsexecsvc.exe
- C:\Windows\pypsexecsvc.exe.log
- C:\Windows\pypsexecsvc.log
- C:\Windows\pypsexecsvc.exe.lock
- C:\Windows\pypsexecsvc.exe.debug
- C:\Windows\pypsexecsvc.lock
- C:\Windows\system32\cscript.exe
- C:\Windows\System32\AxNicPersist.exe
- C:\Windows\System32\AxSvc.exe
- C:\Windows\System32\devcon.exe
- C:\Windows\System32\fixdisks.js
- C:\Windows\System32\cmd.exe (for some AV vendors)
7. Save your changes.
Note: You will need to reapply these exclusions after an AxOS upgrade. An AxOS upgrade causes certificates to change, and the antivirus software might not recognize these files.
Example: The user receives the following or similar error message:
Warning - StdErr - Warning: An AntiVirus or similar Application on this device is preventing Axcient backups from completing. |
Cause: This error is caused by the antivirus software not recognizing the Axcient service.
Because of this, the Axcient service is not given authorization to read the file during replication.
Solution: Please follow the procedures described above to resolve the issue:
SUPPORT | 720-204-4500 | 800-352-0248
- Contact Axcient Support at https://partner.axcient.com/login or call 800-352-0248
- Free certification courses are available in the Axcient x360Portal under Training
- To learn more about any of our Axcient products, sign up for a free one-on-one training
- Subscribe to the Axcient Status page for a list of status updates and scheduled maintenance
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