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How to add the chat client to trusted in Symantec Endpoint Protection

Symantec offers several options to exclude your live chat app from scanning, which slightly differ in different versions, hence the seeming multitude of instructions.

We are covering only two editions of the software: Symantec Endpoint Protection (SEP) 12 and SEP 11. If you are using one of the earlier versions, take instructions for SEP 11 as a guideline and search for the corresponding options in the dashboard of your version of SEP. There will not be much difference.

To start off, check the version of Symantec installed on your computer. You can do it by clicking the Help button in the top-right corner of the dashboard screen and selecting the option About.

If you have SEP version 11, you don't have much choice. Your only option is to add the operator console file ProvideSupportConsole.exe as a security risk exception.

On SEP 12 you can do the same, or you can add our domain *.providesupport.com to trusted, which is an one of the extra options added in the 12th edition of SEP. White listing by domain is a more advanced, universal way to allow a service, so make it your choice if you have SEP 12.

Please note, that if you choose to white list by domain, it is very important to add a wildcard before the domain name, so it looks like this: *.providesupport.com. This will allow through Symantec security all subdomains under the main providesupport.com domain. If you miss on the asterisk, you may not see any effect at all and the operator console will continue connecting to no avail.

Symantec Endpoint Protection 12

To white list the domain:

  1. Open Symantec Endpoint Protection
  2. In the left pane click Change Settings
  3. In the component list locate Exceptions and click the button Configure Settings
  4. Under User-defined exceptions click Add > Security Risk Exception > Web Domain
  5. Under Trusted Domain Exception enter *.providesupport.com (including the asterisk)
  6. Click OK

To white list the application:

  1. Open Symantec Endpoint Protection
  2. In the left pane click Change Settings
  3. In the component list locate Exceptions and click the button Configure Settings
  4. Under User-defined exceptions click Add >> Security Risk Exception >> File
  5. Under Security Risk File Exception browse to the folder where Provide Support Chat is installed (by default it is C:\Program Files\Provide Support\Live Support Chat for Website)
  6. Select the file ProvideSupportConsole.exe
  7. Click Add and OK

Symantec Endpoint Protection 11

To white list the application:

  1. Open Symantec Endpoint Protection
  2. In the left pane click Change Settings
  3. In the component list locate Centralized Exceptions and click the button Configure Settings
  4. Under Centralized Exceptions click Add > Security Risk Exception > File
  5. Under Security Risk File Exception browse to the folder where Provide Support Chat is installed (by default it is C:\Program Files\Provide Support\Live Support Chat for Website)
  6. Select the file ProvideSupportConsole.exe
  7. Click Add and OK

After performing the necessary steps, make sure to restart your operator console.