{"id":105053,"date":"2025-06-02T05:09:01","date_gmt":"2025-06-02T05:09:01","guid":{"rendered":"http:\/\/tariqkhan"},"modified":"2025-06-02T05:09:01","modified_gmt":"2025-06-02T05:09:01","password":"","slug":"troubleshooting","status":"publish","type":"docs","link":"https:\/\/x-phy.com\/products\/endpoint-security\/support\/knowledgebase\/docs\/troubleshooting\/","title":{"rendered":"Troubleshooting"},"content":{"rendered":"

Antivirus software blocks X-PHY\u00ae PC Application<\/h3>\n

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Below are links to tutorials of how to whitelist an application in common Antivirus software.<\/p>\n

 <\/p>\n\n\n\n\n\n\n\n\n
Antivirus Software<\/b><\/td>\nLink<\/b><\/td>\n<\/tr>\n
Symantec<\/td>\nhttps:\/\/knowledge.broadcom.com\/external\/article\/160078\/how-to-whitelist-or-exclude-an-applicati.html<\/a><\/td>\n<\/tr>\n
McAfee<\/td>\nhttps:\/\/www.mcafee.com\/support\/?articleId=TS100813&page=shell&shell= article-view<\/a><\/td>\n<\/tr>\n
Kaspersky<\/td>\nhttps:\/\/www.kaspersky.co.in\/blog\/how-to-add-apps-to-exclusions\/23331\/<\/a><\/td>\n<\/tr>\n
Norton<\/td>\nhttps:\/\/www.solveyourtech.com\/how- to-stop-norton-360-from-blocking-a- program\/<\/a><\/td>\n<\/tr>\n
Avast<\/td>\nhttps:\/\/support.avast.com\/en- sg\/article\/antivirus-scan- exclusions\/#pc<\/a><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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Initial Email Registration Error<\/h3>\n

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The \u201cConfirm email ID is empty!\u201d <\/b>pop-up message will appear when the second field, \u201cConfirm Email ID\u201d <\/b>is empty.<\/p>\n

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The \u201cEmail ID is empty!\u201d <\/b>pop-up message will appear if the \u201cCurrent Email ID\u201d <\/b>field is empty.<\/p>\n

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The \u201cEmail ID format is incorrect\u201d <\/b>pop-up message will appear if the user key the wrong email format in the \u201cEmail ID\u201d <\/b>field.<\/p>\n

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The \u201cConfirm Email ID format is incorrect!\u201d <\/b>pop-up message will appear if the user keys the wrong email format in the \u201cConfirm Email ID\u201d <\/b>field.<\/p>\n

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The \u201cNo internet connectivity! Please check the internet connection and\u00a0 retry\u201d <\/b>pop-up message will appear if the\u00a0 internet connection is lost after clicking\u00a0 the \u201cCreate\u201d <\/b>button.<\/p>\n

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Change Password Error<\/h3>\n

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The \u201cPassword Verification Failed\u201d <\/b>pop-up message will appear if the wrong password is entered. Click \u201cOk\u201d <\/b>and re-enter the correct password.<\/p>\n

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The \u201cWrong password threshold exceeded! Please reset the password using the \u2018Forgot Password\u2019 option.\u201d <\/b>pop-up message will appear if the wrong password is entered more than 5 times.<\/p>\n

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Forgot your Password?<\/b><\/h3>\n

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Step 1: <\/b>If the password is forgotten, the \u201cForgot Password<\/b>\u201d button can be used to reset the password.<\/p>\n

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Step 2: <\/b>After clicking \u201cForgot Password<\/b>\u201d, enter the 6 digits OTP key from your Authenticator App and click \u201cVerify\u201d <\/b>to proceed.<\/p>\n

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Step 3: <\/b>An email OTP code will be sent to the registered email account. Enter the 6 digits Email OTP code into the \u201cVerify Email OTP<\/b>\u201d window pop-up. Click \u201cVerify\u201d <\/b>to proceed.<\/p>\n

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Step 4: <\/b>Key in the new password into the \u201cPassword<\/b>\u201d and \u201cConfirm password<\/b>\u201d field. Ensure that the new password adheres to the password criteria.<\/p>\n

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Step 5: <\/b>Once the new password is successfully created, a \u201cNew password created<\/b>\u201d notification window will pop-up.<\/p>\n

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Step 6: <\/b>Click \u201cOK\u201d <\/b>to complete.<\/p>\n

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Change Email Error<\/h3>\n

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The \u201cEmail ID format is incorrect!\u201d <\/b>pop-up message will be visible if the wrong Email ID format is entered. Check that you entered a valid email address and try again.<\/p>\n

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If the wrong \u201cCurrent Email\u201d <\/b>address is entered then the following pop-up message will be prompted. Check that the Email address used is correct and try again.<\/p>\n

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Antivirus software blocks X-PHY\u00ae PC Application       Below are links to tutorials of how to whitelist an application in common Antivirus software.   Antivirus Software Link Symantec https:\/\/knowledge.broadcom.com\/external\/article\/160078\/how-to-whitelist-or-exclude-an-applicati.html […]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"content-type":"","inline_featured_image":false,"footnotes":""},"doc_category":[73],"doc_tag":[],"class_list":["post-105053","docs","type-docs","status-publish","hentry","doc_category-x-phy-guard-guide"],"year_month":"2025-12","word_count":460,"total_views":0,"reactions":{"happy":0,"normal":0,"sad":0},"author_info":{"name":"X-PHY Editorial","author_nicename":"usama","author_url":"https:\/\/x-phy.com\/author\/usama\/"},"doc_category_info":[{"term_name":"X-PHY\u00ae Guard PC Application Guide","term_url":"https:\/\/x-phy.com\/products\/endpoint-security\/support\/knowledgebase\/x-phy-guard-guide\/"}],"doc_tag_info":[],"_links":{"self":[{"href":"https:\/\/x-phy.com\/wp-json\/wp\/v2\/docs\/105053","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/x-phy.com\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/x-phy.com\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/x-phy.com\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/x-phy.com\/wp-json\/wp\/v2\/comments?post=105053"}],"version-history":[{"count":0,"href":"https:\/\/x-phy.com\/wp-json\/wp\/v2\/docs\/105053\/revisions"}],"wp:attachment":[{"href":"https:\/\/x-phy.com\/wp-json\/wp\/v2\/media?parent=105053"}],"wp:term":[{"taxonomy":"doc_category","embeddable":true,"href":"https:\/\/x-phy.com\/wp-json\/wp\/v2\/doc_category?post=105053"},{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/x-phy.com\/wp-json\/wp\/v2\/doc_tag?post=105053"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}