Anti-virus and Security Software Blocking Updates

Updated: 2022-11-08

We have received reports of anti-virus and security software blocking the automatic updates or even the full installation of TaxCycle and DoxCycle. This page offers work-around steps and instructions to add our software to your exclusion list.

Error messages you may see

If the auto-update fails and you see a message similar to either of these, the cause is likely a conflict with your security software.

• “The requested operation cannot be performed on a file with a user-mapped section open.”
• “The file is in use by another process.”

What we're doing about it

We regularly submit our software to anti-virus vendors in order to help prevent any installation errors. However, delays in this process can occur.

Please note we cannot explicitly confirm addition to a whitelist for a particular vendor. Also, being added to a whitelist also does not in any way constitute a certification or endorsement in any manner of our software by that vendor.

Please find your security or anti-virus software in the list below and read the troubleshooting instructions.

Norton™ by NortonLifeLock Inc. (formerly Symantec)

We have reports of the Norton™ SONAR feature occasionally preventing TaxCycle and DoxCycle full installers from completing the installation. 

To work around this issue, try the following: 

• Temporarily disable SONAR while installing TaxCycle or DoxCycle.
• Download and install a prior version of TaxCycle from the Download page. If you have a problem with the current release, a previous one will most likely install without issue and you can then run the automatic update.
• Try adding TaxCycle or DoxCycle to the SONAR exclusion list in the Norton™ product. 

The instructions below are for Norton™ Internet Security. Other Norton™ products will have similar steps, however possibly different paths to get there from the settings. Please refer to your vendor documentation for specific details.

You must be logged into the computer with an Admin user account or you will not see the settings:

1. Click Settings.
2. Find Antivirus and SONAR exclusions.
3. Click Configure next to Items to Exclude from Scans.
4. Click Add and select Folders.
5. Enter the path and filename of the install, for example: C:\Users\Downloads\TaxCycleSetup.exe.

This should prevent SONAR from detecting the full install process. 

If you are concerned about SONAR blocking the automatic update, you can add TaxCycle and DoxCycle to the exclusion list:

1. Click Settings.
2. Find Antivirus and SONAR exclusions.
3. Click Configure next to Items to Exclude from Scans.
4. Click Add and select Folders.
5. Enter the location where TaxCycle and DoxCycle are installed. By default, this in C:\Program Files (x86)\Trilogy Software.

Kaspersky

We have received reports of Kaspersky programs blocking the TaxCycle automatic update process. To avoid this issue, you can add our programs to the Kaspersky exclusion list.

The following instructions are specific to Kaspersky Internet Security. Other versions of Kaspersky software may have a different process to attain the same result:

1. Click Settings. 
2. Select Additional in the left menu.
3. Select Threats and Exclusions.
4. Click link to Configure exclusion rules.
5. Click the Add button.
6. Enter C:\Program Files (x86)\Trilogy Software in the File or Folder field, then click Add.

If you encounter difficulties with the full TaxCycle or DoxCycle installers, you can add the full install paths to the exclusion list.

Follow the above instructions and add the path the the TaxCycleSetup.exe or DoxCycleSetup.exe programs. For example, add C:\Users\\Downloads\TaxCycleSetup.exe to the exclusion list.

Bitdefender®

We have received reports of issues with automatic update on computers running Bitdefender®. However, we have as of yet been unable to confirm that Bitdefender® was the cause of the issue and we cannot reproduce the issue on our test systems here. 

If you have issues with auto-update or full install, you can try the following steps to add our programs to the Bitdefender® list of exclusions:

1. Click the Protection tile on the main screen.
2. Click Antivirus then select the Exclusions tab.
3. If the Exclusions for files and folders setting is off, enable it.
4. Click the Excluded files and folders link.
5. Click Add and enter C:\Program Files (x86)\Trilogy Software in the field.
6. Ensure the Both option is selected.
7. Click Add button at the bottom of the window.
8. Click OK once more to return to the general Antivirus settings.

AVG AntiVirus

We have not received reports of installation issues on systems running AVG. Please contact us if you are experiencing issues installing either TaxCycle or DoxCycle on a computer where AVG is present. 

MacAfee

We have not received reports of installation issues on systems running MacAfee. Please contact us if you are experiencing issues installing either TaxCycle or DoxCycle on a computer where MacAfee is present. 

Auto-update still not working?

Please contact us if you experience issues with automatic update or installing from the full TaxCycleSetup.exe or DoxCycleSetup.exe installation programs. 

We would like to examine the log files on your system to see if we can troubleshoot and resolve the issue.