RemoteScan Antivirus and Security Exceptions (4240646)

Certain Windows security products and features are known to impair the functionality of RemoteScan, causing one or more of the following symptoms:

• No green line (no RemoteScan client-server connection across a virtual channel)
• No "My Scanner" option in the RemoteScan scan window
• User sees the following RemoteScan error message:
  "IP is responding but the RemoteScan software is not running. Make sure port 6077 is not blocked. Make sure the RemoteScan icon is located in the system tray of the computer with the scanner."
• In the RemoteScan registration window, user sees: "Registered To: Illegal Copy"
• After installation, user sees a message that antivirus software may have blocked part of the RemoteScan installation

Customers may notice these issues on a consistent or intermittent basis.

Certain security products block the following incoming/outgoing network traffic for RemoteScanServer.exe on the local workstation:

1. the default RemoteScan listening port (TCP 6077)
2. the virtual channel listening port of the remote connection client software

This is the primary culprit of the No Green Line and No "My Scanner" issues.

Security products known to cause this issue are:

• Windows Defender
• ESET
• Bitdefender
• Webroot
• Symantec Endpoint Protection
• Symantec Intrusion Protection
• McAfee Internet Security
• Carbon Black
• Crowdstrike
• Kaspersky
• Vipre

Windows group policy and/or 3rd-party security products may prevent RemoteScan software or installer from modifying the Windows registry:

1. Prevents RemoteScanServer.exe from properly storing RemoteScan unlock keys in the Windows registry under HKLM and/or HKCU
   (results in ILLEGAL COPY error and/or continuously losing registration)
2. Prevents RemoteScan installer from updating Citrix/VMware client software
   (results in No Green Line when connected to a Citrix app / VMware desktop)

Security products known to cause this issue are:

• Bitdefender
• Webroot

Certain 3rd-party security products may also include browser extension software which filters files downloaded via web browser. This may result in:

1. RemoteScan installer file which has been corrupted and will not launch.
2. RemoteScan installer file which has been corrupted and will allow the user to install, but not register the product.
   (results in ILLEGAL COPY error)

Security products known to cause this issue are:

• Avast
• AVG

The most common remedy to all of these issues is to whitelist RemoteScanServer.exe within their security configuration. If a customer requests assistance with this, suggest they review their security logs.

The precise process for whitelisting may be different for each product, but may include:

• Selecting RemoteScan Server within a list of allowed apps
• Specifying the installation directory of RemoteScan Server (typically C:\Program Files (x86)\RemoteScan Server)
• Specifying the local path to RemoteScan Server (typically C:\Program Files (x86)\RemoteScan Server\RemoteScanServer.exe)
• Whitelisting RemoteScan within multiple modules

If RemoteScan Server is needing to listen for incoming TCP 6077 connections on the local network adapter, then the following rule may need to be added to their local firewall:

Allow TCP 6077 Inbound/Outbound