At times, users might receive an error message related to the antivirus installed or activated on their machines during the installation or usage of MiTS software. This is mostly experienced by users after upgrading the Windows Operating System or updating the MiTS version.

Provided in this guideline are the common errors and the steps on addressing them.

Common Errors #

The common errors are as followings;

• “File access denied” when exporting the output from MiTS software
• Problem with shortcut – “The item ‘MiTS.exe’ that this shortcut refers to has been changed or moved, so this shortcut will no longer work properly. Do you want to delete this shortcut?”

• The .exe file is deleted with the message “Operation did not complete successfully because the file contains a virus or potentially unwanted software“

• “Windows cannot access the specified device, path, or file. You may not have the appropriate permissions to access the item“

• Got “Virus detected” message once the download is completed in browser

*Note: This article does not provide all the errors, but several errors may share the same potential resolutions. Hence, you may use the following steps for troubleshooting

Cause of the errors #

These error messages are caused by the overzealous anti-virus software (including Windows Defender) that erroneously identifies the file as malware, giving users what may be a false positive alarm.

Options for resolving the errors #

Temporarily disabling the antivirus #

Users may temporarily disable the antivirus or Windows Defender during installation or while using MiTS software.

Windows Defender #

1. Search for Windows Security at the Taskbar > Click on ‘Virus & threat protection’

2. Go to ‘Virus & threat protection settings’ > Click on Manage Settings > Turn off the Real-time protection > Reinstall MiTS software.

Commonly installed antivirus software #

• Temporarily disabling AVG antivirus protection
• How to turn off Trend Micro Security on Windows
• Disabling and resuming computer protection for Kaspersky
• Temporarily disabling Antivirus Real-Time Protection Scanner for various software

Adding files to the exception list #

To prevent potential deletion of the MiTS program shortcut or the program’s components, users may need to add the installer and the directory where it is located at, the .exe file and the folder containing the .exe file for MES Software into the exception list.

Windows Defender #

1. Search for Windows Security under Taskbar > Click on ‘Virus & threat protection’ > Go top ‘Virus & threat protection settings’ > Click Manage Settings
2. Scroll down to the ‘Exclusions’ section > Click ‘Add or remove exclusions > Click Yes to allow the program to make changes when prompted by windows

3. To add an exclusion;

• For installer (.exe file)

Select a file or folder (depending on the type you want to exclude) > Browse through your File Explorer > Select the exe.file or the folder containing the .exe file > Reinstall MiTS software

• For the MES program file

Go to Local Disk (C:) > Program Files > MES Innovation Sdn Bhd > Select folder (i.e. MiTS 2) > Reinstall MiTS software

Commonly installed antivirus software #

• Excluding certain files or websites from scanning in AVG Antivirus
• How to add an application to exclusions in Kaspersky
• How to add items to the exception list in Trend Micro

Adding process as an exclusion #

For Windows Defender, users may add a process, MiTS.exe as an exclusion. This action will ensure that any files opened while MiTS.exe is running will be exempt from real-time scanning.

Please note that the files opened while MiTS.exe is running will continue to be scanned by any scheduled or on-demand scans unless the file or folder has been added to the exclusion list as described in ‘Adding files into exception list“.

1. Search for Windows Security under Taskbar > Click on ‘Virus & threat protection’ > Go top ‘Virus & threat protection settings’ > Click Manage Settings
2. Scroll down to the ‘Exclusions’ section > Click ‘Add or remove exclusions > Click Yes to allow the program to make changes when prompted by windows.

3. Click ‘Add an exclusion’ > Select process > Enter process name MiTS.exe > Reinstall MiTS software

4. For more information on adding processes to the exclusion list, users may refer to the links provided below.

• How to add a file type or process exclusion to Windows Security
• Configure exclusions for files opened by processes.

Restoring quarantined files on the device #

Users can also add files alarmed by the antivirus into the quarantine list to prevent the file from causing ‘further harm‘ to the system.

Windows Defender #

1. Search for Windows Security under Taskbar > Go to Protection History > List of the blocked and quarantined items will be listed.

2. Click on the threats listed > User will be given options to quarantine or allow the file on the device or totally remove the file > Choose to restore the file.

Commonly installed antivirus software #

• Using quarantine in AVG Antivirus
• Working with quarantined files in Trend Micro Security
• Restoring files from Quarantine list

Permanent Solution #

Users can also report the false positive alarm to the antivirus provider, thereby ensuring that the antivirus software no longer identifies our installer or the components within our program as malware.

Windows Defender #

Users may submit a sample file to Microsoft for analysis if they have been suspected of malware or if it has been incorrectly detected as such. This can be done through Microsoft’s sample submission portal.

For further information on submitting a file analysis to Microsoft can be referred here.

Commonly installed antivirus #

• Threat Query Assessment for Micro Trend
• Submitting False Positivities for AVG
• Submitting Files for Analysis to Kaspersky