Whitelist in ESET Endpoint Antivirus ver 7.3.2041.0

[drapp 1]

I have been advised by a vendor that we must add a list of items to the "whitelist" of our antivirus software.  We use ESET Endpoint Antivirus, version 7.3.2041.0.  I have looked and searched but do not find a place to add these whitelist items.

I have found YouTube videos on ESET whitelisting but generally the product is Smart Security.  So I am beginning to wonder if it is possible to do this within Endpoint.

Thank you,

Dan

[Marcos 5,070]

What vendor suggested you to whitelist their software? Is it detected by ESET? What happens if it's not excluded?

[drapp 1]

We are a new car dealership.  Our Dealer Manage System (DMS) provider is CDK (formerly ADP).  We have been having problems with the DMS not responding or delayed in response.  Today they suggested that the antivirus may be causing the issue.  I have my doubts but they asked that I input a whitelist.

As for ESET detecting a problem with CDK software, I have not seen any notification from ESET or have any reason to suspect it.  However, like I said, CDK's network people are suggesting antivirus may be causing a delay in the data movement which causes the DMS to become sluggish or "not responding"

[Marcos 5,070]

This sounds like a network communication issue. The question is if it requires a particular firewall rule to resolve or if it's protocol filtering that is causing the issue or there's no problem with ESET at all. If you are not having any issues then there's no need to set up or exclude anything.

[drapp 1]

If I understand properly, you are saying that ESET cannot cause a delay or create any lag while checking the passing data stream.

Just to prove it to CDK, does the ESET product we use allow whitelisting?  If so, could you direct me to an instruction document or video?

Thank you,

Dan

[rekun 43]

I think this is the article you are looking for

https://help.eset.com/eea/7/en-US/idh_performance_exclusions.html

i have been suggested by software companies to create exclusions like this, but have never seen it make a difference 

Edited October 13, 2021 by rekun

[NewbyUser 72]

2 hours ago, drapp said:

If I understand properly, you are saying that ESET cannot cause a delay or create any lag while checking the passing data stream.

Just to prove it to CDK, does the ESET product we use allow whitelisting?  If so, could you direct me to an instruction document or video?

Thank you,

Dan

No, @Marcos is saying it appears to be a network issue. You need to determine if it's an issue related to a specific app, which would be addressed by a firewall rule, if it's an issue with a particular protocol, or if it's related to something else and Eset filtering isn't the cause and doesn't affect the issue at all. The easiest way to accomplish that is disable Eset network filtering briefly. If the problem still exists it's not related to Eset.

[Marcos 5,070]

My understanding is that there's no issue at all and it's just a kind of general recommendation of the vendor to "whitelist" the sw. However, they don't provide any details as to what "whitelisting" means. Is it creating a file system exception? IDS exception? A firewall rule? HIPS exception? We don't know if there's no issue which could be reproduced.

[LesRMed 22]

Being a previous CDK customer, I can say, they're grasping at straws. Typical.

[drapp 1]

Obviously, I am not a software engineer or even a trained IT person.  I am simply a computer user who, for the last several months, has been experiencing one of two issues on a fairly regular basis.  One issue was recently resolved - or at least hasn't been seen since the last tweak to the network.  The remaining issue is an unresponsive screen within the CDK Drive interface.  CDK explains this screen is a web based interface to our offsite server.  When requesting a random function (no specific function has been found to repeatedly cause this) the screen will simply not respond.  The banner / title of the screen will actually display "Not Responding" along the top edge.  CDK provides and manages our entire network.  Since this is a web based screen and not the older "UNIX type" interface they are suggesting perhaps our antivirus may be delaying the data somehow.  That is why they wanted a series of whitelists added.  While I could disable the antivirus, this problem may occur twice in an hour or not occur for two days.  This is one reason it is taking so long to find the issue.  This happens on more than one user and on more than one PC.  It is not a PC problem as I have experienced it on five different PCs.  It is not a user ID problem as I have used four different IDs myself and it occurs in our main office for those users as well.

Is CDK grasping at straws - possibly.

This is where an untrained and less than knowledgeable person such as myself can get frustrated when vendors (not ESET) start pointing figures at the other guy and say it must be them, it is not us.  Fun times to be alive.

[drapp 1]

On 10/13/2021 at 1:54 PM, rekun said:

I think this is the article you are looking for

https://help.eset.com/eea/7/en-US/idh_performance_exclusions.html

i have been suggested by software companies to create exclusions like this, but have never seen it make a difference 

Thank you this is what I was looking for.  And exactly as you said - it made no difference.  However, now I can go back to CDK and tell them this did not work and they can keep looking for someone else to blame...

[Marcos 5,070]

Quote

The remaining issue is an unresponsive screen within the CDK Drive interface.

Ok, so now it's clear what the issue is. Does it go away if you temporarily uninstall ESET?