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How to configure ESET and KnowIT

For KnowIT to install and operate correctly it is required to add it as an exclusion to your installed antivirus software. To do that, follow these steps.

Step 1 - Allow KnowIT access if scanned during installation

During the installation of KnowIT you may receive an alert message like the one below.


Place a checkmark next to the option "Remember action (create rule)" and click "Allow" to continue with KnowIT installation.

If KnowIT installation was interrupted by ESET you can simply re-run the installation file, and ESET should no longer interfere. (click on images to enlarge)

Step 2 - Exclude KnowIT files and folders from future scanning by ESET

Open ESET and go to the Setup menu, then click on "Enter advanced setup..."

Next you need to add the entire KnowIT folder as an excluded directory. The pathname will be different between 32 bit and 64 bit systems.

Your drive letter may also be unique.

Click the "+" to open Computer, then open Antivirus and spyware, and then click Exclusions.

From here click "Add" and on 64 bit Windows browse to your PC's C:\Program Files (x86)\ directory tree, and click once to highlight the "Windows Shell" folder.

Click OK to add the KnowIT folder, then click OK again back in the ESET panel.

If you do not see this folder make sure you have enabled the viewing of hidden files.

To do this, open up Windows Explorer and do the following:

1.Click File.
2.Click Options.
3.Click View.
4.Under Hidden Files and Folders make sure Show Hidden Files, Folders and Drives is selected.
5.Click Apply.
6.Click OK.

After you have done this the Windows Shell folder should be visible and you can continue on.

On 32 bit systems the KnowIT folder can be found under "C:\Program Files\".

Step 3 - Exclude KnowIT files from ESET's protocol filtering

Click "Enter advanced setup...".

Click the "+" next to "Web and email", then click to open "Protocol filtering", and then click to highlight "Excluded applications".

From here click "Add" and browse the "C:\Program Files (x86)\Windows Shell" folder.

Select the file "ws_process_monitor_service" and click "Open" to exclude this application from protocol filtering.

Click "Add" again, select and open "ws_startup_service", to also exclude this filename from ESET's protocol filtering.

Now click OK to close the ESET panel.

On 32 bit systems the KnowIT folder can be found under "C:\Program Files\".

You now need to make sure that the Windows Shell folder is hidden again.

To do this, open up Windows Explorer and do the following:

1.Click File.
2.Click Options.
3.Click View.
4.Under Hidden Files and Folders make sure Don't Show Hidden Files, Folders and Drives is selected.
5.Click Apply.
6.Click OK.

The Windows Shell folder will now be hidden.

The steps above will result in all related KnowIT files being added to ESET's exclusion list. The specific names of the excluded files may differ depending on your installation and version of KnowIT.

If you never received any notice regarding the instance of rundll32, we also recommend you reboot the PC once to ensure that ESET does not interfere with this KnowIT process.

Your specific ESET product may differ slightly and the exact steps to accomplish this may vary on your machine, but the principle is the same.

Important Disclaimer

Your specific antivirus product may differ slightly from our examples. The exact steps needed may vary on your computer but the basic idea is the same.

Although we provide this information as a convenience, Digital Endpoint has no control over an antivirus product’s detection, quarantine or removal process. If our guides are not helpful in your specific case, we recommend contacting your antivirus product support for additional help on creating software exclusions and general product functionality.

ESET Smart Security and NOD32 Anti-Virus users should understand that when ESET's "Potentially unsafe programs" detection is turned on it may flag PC monitoring programs such as KnowIT as "Potentially Unwanted Programs" or "PUPs". This is due to the variety of data KnowIT is logging in the background (keystrokes, websites, etc). A warning by ESET may appear at any time during the initial downloading or installation process of KnowIT, or anytime afterwards.

Even if you do not receive a notice during or after KnowIT installation, we strongly recommend immediately excluding KnowIT from future ESET scanning to avoid potential interruption of service, and rebooting the PC to ensure no AV detection problems in the future.

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