How to install the software? > About Antivirus & Firewall programs

The product uses several advanced technologies to protect the software against piracy. This may lead some antivirus programs to consider a given file or files as potentially dangerous when they are not; an issue known as false positive detection. In this condition, the antivirus prevents the file from being processed normally and the installation process (or part of it) fails.

At each product version launch, we perform a thorough scan of the product installation files using over 75 popular antivirus engines to avoid false positive detections. However, due to permanent updates released by antivirus companies, a file that was previously considered safe may be considered potentially dangerous after an antivirus update.

When you are installing a Subscription or Perpetual License with virtual protection device product, the installation wizard will connect to our license servers over internet. Depending on the configuration of your computer, the firewall may stop or even block these connections.

If during the product installation process, your antivirus and/or your firewall program shows virus detection, blocking connections or warning messages, we recommend to follow the steps below:

▪Cancel the product installation

▪Temporarily turn off your antivirus program but keep Windows Security antivirus feature enabled (or enable it, if it was disabled). Your system will stay protected and Windows built-in antivirus has an excellent record when it comes to avoiding false positives.

▪Allow the installation wizard (setup.exe) to pass through the firewall

▪Start the product installation again

▪When the product installation finishes, include the product within your antivirus exception list. This will prevent the antivirus from quarantining product files, potentially causing the product to malfunction or not work at all.

▪Finally, restore your antivirus configuration as it was.

If even following the indicated procedure, you cannot install the product successfully, please send a message to support@sierra-software.com writing in the subject: Problem on first installation (S/N), where S/N is your product serial number, and tell us your Windows version and antivirus program you are using.