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Bulletin: 10/8/2015 - AVG Antivirus False Positive - Scenes in FARO HD are not loading

URGENT

As of 10/8/2015 (October 8th, 2015) AVG Antivirus software is detecting components of our FARO HD software as a trojan horse virus. This detection is a FALSE POSITIVE. Nothing in our software is malicious and we will always keep it that way.

This issue will represent itself in the following ways:

1) Your FARO HD software may fail to load correctly.
2) FARO HD may launch normally, but will not load any scene files.


To fix this issue, please follow these steps.


1) Open AVG Antivirus.
2) Click on the options menu and select Virus Vault.
3) Click on the entry showing FARO HD "ARASHD.Reporting" and click "Restore File".
4) Close that window and return to the main AVG window
5) Open the options menu again and this time select "Advanced Options" from the list.
6) Click on "Exceptions" on the left side.
7) In the "Exception Type" area select "Folder"
8) Use the button to browse to either the "C:Program Files (x86)/ARAS 360 Technologies/" or
    "C:/Program Files (x86)/FARO/" and press OK.
9) Click the "Apply" button at the bottom of the screen, then press "OK"
10) Try and launch FARO HD again.


If after these steps the problem persists please contact technical support at 1-877-814-2360 to set up a one-on-one remote assistance call to resolve the issues.

We apologize for the inconvenience.
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