INFO: Anti-Virus Programs prevent E-Prime from running properly [35789]

This article applies to:

E-Prime Go 1.0

E-Prime 3.0

E-Prime 2.0

E-Prime 1.x

Detail

Anti-Virus programs such as Carbon Black (carbonblack.com), Cylance (https://www.blackberry.com/us/en/products/cylance-endpoint-security/cylance-protect), Avast (www.avast.com), and AVG (www.avg.com) may interfere with E-Prime and E-Prime Go. Carbon Black and Cylance may prevent either the installation of E-Prime and the HASP driver, or the launching of the E-Studio and E-Run applications. Avast and AVG may interfere with a participant's launch of an E-Prime Go experiment. Other anti-virus programs may impact E-Prime and E-Prime Go in other ways. Please contact PST Product Service and Support (support@pstnet.com) if you experience different issues with the programs listed above or if you experience problems with other anti-virus programs.

Carbon Black and Cylance

If Carbon Black or Cylance interferes with the installation or execution of E-Prime applications (or related installers), then they need to be disabled (bypassed) on the E-Prime computer. These programs may not provide an explicit warning about the E-Prime applications or related installers they interfere with, and you therefore may not have any indication that these security programs are the cause of the issue.

You may need assistance from your IT department to disable Carbon Black and Cylance. Executables that need exceptions from these security policies include the downloadable E-Prime installation packages, E-Prime's Setup.exe, E-Prime's setup.exe, HaspUserSetup.exe, haspdinst.exe, hasplsm.exe, PortDriverInstaller.exe, SRBoxDriverInstaller.exe, ChronosDriverPackage.exe, etc. Your IT Department may need to make a global exception for the entire machine, or change the policy that applies to you, e.g. change the machine's Cylance policy to "Alert Only". We recommend you disable the security software to the fullest extent possible to troubleshoot potential issues, at least on a temporary basis until you are able to identify the exact cause of the issue. 

Avast and AVG

There are two issues that may occur with Avast and AVG. The first issue occurs when attempting to launch an E-Prime Go experiment which results in the launch of the "Cyber Capture" scan (see example from AVG shown below). This Cyber Capture scan needs to run through to completion before the E-Prime Go experiment can run.

Once the scan completes, the E-Prime Go experiment should begin.

The second issue occurs when attempting to run an experiment from a location that Avast or AVG have designated as a "secure folder". Applications do not have write permissions to secure folders which by default are the Desktop, Documents, and Pictures folders. If you attempt to run an experiment from one of these locations then you may encounter a runtime error similar to the error shown below when the experiment completes and E-Prime attempts to write out the data file:

WARNING: This may result in data not being written on initial run. This applies to any E-Prime experiment run from these secure folders and any E-Prime Go experiment packed in Manual mode.

To avoid this error, either run the experiment from a non-secured location or modify the secure folder settings. Consult with your anti-virus company for more information.