If our Support Team are asking you to install our Remote Agent on your PC to provide you with assistance, you may come across issues on your PC or within your browser when trying to download or run the agent while your anti-virus is active. Our Remote Agent is perfectly secure, and is not a virus, but is often classified as one due to the nature of what it can do and the installation wrapper.
Disabling your anti-virus is only a temporary measure. Once our agent is installed, it will automatically add the required exceptions to Windows Defender to allow it to continue running without issue.
If you feel uncomfortable disabling your anti-virus, please feel free to contact us with any concerns and we'll be happy to address them.
Note: Our Support Team will never ask you to permanently disable your anti-virus. This should only be a temporary measure to get our agent installed. If anyone asks you to disable your anti-virus completely, hang up as they are likely to be acting maliciously.
Now you should be able to install our Remote Agent. The Real-Time Protection module will re-enable itself automatically after a short period of time. However, you may toggle it back on manually if you wish.
