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How to configure McAfee LiveSafe or McAfee Total Protection 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 - Exclude KnowIT from being scanned during installation

Before you can install KnowIT you must disable McAfee real-time scanning so that KnowIT is not detected as a false positive during installation.

Launch the McAfee LiveSafe / Total Protection main console.

Click on the "Virus and Spyware Protection" tile to open this menu.

Click once on "Real Time Scanning" to open this menu.

Click on "Turn Off" to temporarily disable McAfee's real time scanning protection. We will re-enable it at the end of these steps.

In the next screen select "When I restart my PC" and then click the "Turn Off" button.

Click "Done".

Now that you have disabled this feature you can now install KnowIT.

Step 2 - Exclude KnowIT files and folders from being scanned

After installing KnowIT you must exclude the KnowIT files and folders from being scanned again.

Launch the McAfee LiveSafe / Total Protection main console.

Click on the "Virus and Spyware Protection" tile to open this menu.

Click on "Real Time Scanning" to open this menu.

Click on "Excluded Files".

Click "Turn On" to enable the Excluded Files dialogue.

On Windows 64 bit systems, click "Add file" and browse to C:\Program Files (x86)\Windows Shell\

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.

One at a time, select and ADD each of the files from the KnowIT folder to the McAfee Excluded Files list.

If your particular McAfee product allows you to Add Folder, it is easier to add the complete KnowIT folder to the list instead.

On 32 bit systems the folder location is "C:\Program Files\Windows Shell".

Your Windows assigned drive letter may also be different.

After all files have been added to the Excluded Files list, click "Done" to return to the McAfee main console.

If you don't see a "Done" button, you can simply exit this menu and go back to the main console after the selected files or the KnowIT folder appears in the list.

Step 3 - Re-enable McAfee real time scanning

Launch the McAfee LiveSafe / Total Protection main console.

Verify that real time scanning is turned on, as indicated in the Virus and Spyware Protection tab. If it is still turned off, click on the Virus and Spyware Protection tab to open this menu.

Click on the Real-Time Scanning tab link.

Click the button that says "Turn On".

Click "Done".

The above steps will result in all related KnowIT files being added to McAfee's file exclusion list. 

We recommend to reboot the PC once to ensure that all files have been excluded, and that McAfee will not interfere with KnowIT.

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.

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.

McAfee Antivirus users should understand that McAfee products may flag PC monitoring programs such as KnowIT with a varying alert level, or as "Potentially Unwanted Programs" or "PUPs".  This is simply due to the variety of data KnowIT is logging in the background (keystrokes, websites, etc).

Requests for KnowIT services through the McAfee firewall or exclusion of KnowIT file scanning may be handled immediately if such notices appear during installation (see the following sections for exact filenames). This depends on the specific McAfee product you have and which options are enabled.

Even if you do not receive a notice during or after KnowIT installation, we strongly recommend immediately excluding KnowIT from future McAfee scanning to avoid potential interruption of service, and creating a rule for the KnowIT service in the McAfee firewall if you are using it.

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