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Fix an antivirus that blocks connection

We'll add an exclusion for the app or folder, disable web shield temporarily to test, allow the app—or tell you when to contact support.

Troubleshooting · Home maintenance
10–20 min
What you'll need
  • Admin access to the antivirus settings
  • The app path (executable or folder)
  • Ability to temporarily disable antivirus for testing
Step 1 of 6

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Steps

Goal: Confirm the antivirus is blocking, add an exclusion, and resolve the block.

  • Temporarily disable the antivirus or real-time protection. Retest the app or connection.
  • Good: It works with antivirus off—antivirus is blocking. Re-enable and add an exclusion.
  • Bad: Still fails—the cause is elsewhere. See fix-vpn-will-not-connect or fix-wifi-drops-or-is-slow.

Confirm the block

Goal: Verify the antivirus is the cause before changing settings.

  • Disable the antivirus temporarily. Retest. If it works, the antivirus is blocking.
  • Re-enable the antivirus before adding exclusions.
  • Good: Confirmed. Proceed to Add exclusion.

Add exclusion

Goal: Add the app or folder to the antivirus exclusion list.

  • Find the app path: right-click the shortcut > Open file location.
  • In the antivirus settings, find Exclusions, Allow list, or Trusted applications.
  • Add the app executable or its folder. Save. Restart the app. Retest.
  • Good: The app connects.
  • Bad: Proceed to Web shield.

Web shield

Goal: Allow the app or website through web shield.

  • In the antivirus settings, find Web Shield, Network Protection, or Firewall.
  • Add the app or website to the allow list. Or temporarily disable web shield to test.
  • Retest. Re-enable web shield after confirming.
  • Good: The app connects.
  • Bad: Check if the antivirus has a firewall section and allow the app there.

When to get help

Contact the antivirus vendor or IT if:

  • The antivirus is managed by your organization.
  • You cannot add exclusions.
  • The block persists after adding exclusions.

Provide the app name and error message.

Verification

  • The app or connection works with the antivirus enabled.
  • The app appears in the antivirus exclusion or allow list.
  • No false-positive blocks after adding the exclusion.

Escalation ladder

Work from the device outward. Stop when the problem is fixed.

  1. Confirm block Temporarily disable antivirus to verify it is the cause.
  2. Add exclusion Add app or folder to the exclusion list.
  3. Web shield Add to allow list or temporarily disable web shield.
  4. Firewall rules Allow the app in the antivirus firewall if present.
  5. Update Update antivirus to reduce false positives.
  6. Contact support Escalate if managed by IT or exclusions do not work.

What to capture if you need help

Before calling support or posting for help, have these ready. It speeds everything up.

  • Antivirus product and version
  • App or website being blocked
  • Steps already tried

Does the app or connection work when the antivirus is off?

Temporarily disable antivirus to confirm it is the cause. Re-enable before adding exclusions.

Temporarily disable the antivirus or real-time protection. Retest the app or connection. Works with antivirus off: antivirus is blocking—re-enable and add exclusion. Still fails: the cause is elsewhere. Re-enable antivirus.

Yes (antivirus is blocking) No

You can change your answer later.

Add exclusion for the app or folder

Add the app executable or folder to the antivirus exclusion list.

Find the app path (right-click shortcut > Open file location). Add the app or its folder to the antivirus exclusion list. Restart the app. Retest.

Yes No

You can change your answer later.

Check web shield or network protection

Web shield can block VPN, RDP, or websites.

In the antivirus settings, find web shield or network protection. Add the app or website to the allow list, or temporarily disable web shield to test. Retest. Re-enable web shield after confirming.

Yes No

You can change your answer later.

Issue resolved

The antivirus allows the app. The connection should work.

Done

Issue may not be antivirus

If the app still fails with antivirus off, the cause is elsewhere. See fix-vpn-will-not-connect, fix-wifi-drops-or-is-slow, or fix-firewall-blocks-port.

Done

Contact support

If the antivirus is managed by IT or exclusions do not work, contact the antivirus vendor or IT. Provide the app name and what you have tried.

Done

Reviewed by Blackbox Atlas

Frequently asked questions

What is an antivirus exclusion?
An exclusion tells the antivirus to skip scanning a specific file, folder, or app. Adding an exclusion for an app that is blocked lets it run and connect without being flagged.
Does web shield block VPN?
Yes. Web shield or network protection in antivirus can block VPN traffic, remote desktop, or game connections. Add an exclusion for the VPN app or temporarily disable web shield to test.
Is it safe to add an exclusion?
Only add exclusions for apps you trust. Excluding a folder for a known app (e.g. VPN, game) is usually safe. Do not exclude system folders or unknown apps.

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