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Recommended Exclusions for Antivirus Software for Equitrac Office or Express

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Information:

With Equitrac Office and Equitrac Express, what exclusions should be configured for antivirus software running on the Equitrac server or client?

Virus Scanning Setup

Nuance software undergoes rigorous testing to ensure proper functionality with different Operating Systems, however it is not possible for Nuance to test and QA our software with every AntiVirus solution available today. Based on experience, particular brands of AntiVirus software can adversely affect the performance and communication of our workstation client, and server components, and therefore exceptions are recommended in general to avoid this type of issues.

If the exceptions list is not implemented and an issue is encountered, these exceptions will need to be introduced and proven before a support escalation will be accepted.

To ensure successful communication between Equitrac Office and Express services, there are certain folders and file extensions that should be excluded from virus scanning.

Server Folders to Exclude

Nuance recommends that you exclude the following server folders from virus scanning:

  • The folder and sub-folders containing Equitrac Office or Express.
  • The SPOOL folder that the Windows spooler service is configured to use. The default location for all printer spool files is %SystemRoot%\System32\Spool\Printers.
  •  C\Users\\AppData\Local\Temp
  •  C:\Users\\AppData\Local\Equitrac Where is the account under which the Equitrac services are running.
  • \Program Files\Kofax\Shared Services  or \Program Files\Nuance\Shared Services (depending on the version)

Device Web Service ver 5.11.6.x or 10.3.3.x

  • C:\Windows\System32\config\systemprofile\AppData\Local\Nuance\Integrated\DWS

Device Registration Service:

  • C:\Program Files\Nuance\Device Registration Service

File Extensions to Exclude

Exclude the following file extensions from virus scanning:

  • database files (mdf, ldf).
  • trace log files (log).

Services to Exclude

  • Core Accounting Service (EQCASSrv) 
  • Device Control Engine (EQDCESrv)
  • Document Routing Engine (EQDRESrv)
  • Device Monitoring Engine (EQDMESrv)
  • Device Web Service (EQDWSSrv)
  • Service Location Protocol (EQSLPSrv)
  • Scheduler (EQSchSrv)
  • Scan Processing Engine (EQSPESrv)
  • Device Control Service (DCS)
  • Device Registration Service (DRS)

Client Folders to Exclude

Nuance recommends that you exclude the following workstation folders from virus scanning:

  • The folder and sub-folders containing Equitrac Office or Express.
  • C:\Users\\AppData\Local\Equitrac Where is the account under which the Equitrac services are running.
  • C:\Windows\System32\config\systemprofile\AppData\Local\Equitrac (only if DRC/I-Queue is installed).

File Extensions to Exclude

Exclude the following file extensions from virus scanning:

  • trace log files (default location C:\Log\Client).

Services to Exclude

  • EQSharedEngine.
  • EQSLPSrv

NOTE: The installation path depends on the location where Equitrac was installed on the server. If you installed Equitrac services on another drive letter or at another location altogether, substitute that drive letter and path in the paths listed above.

On a cluster, also exclude cache folders on any shared disks used by Equitrac components, including the spool folders used by print spooler shared disks (for server components only).

Common symptoms if anti-virus software is running without exceptions in place:

  • Workstation Client Pop-Ups not working
  • Slow performance
  • Authentication timeouts
  • High server resource usage (CPU, Disk, Network, etc.)
  • File locking
  • Print jobs not printing
  • Dialogue box missing
  • Loss of accounting information
  • Incomplete installation (if left on during installation)