Antivirus Configuration Guide For The Teramind Agent: Updated: 06/MAY/2020

Antivirus Configuration Guide for the
Teramind Agent
Ver 4.1
Updated: 06/MAY/2020
Table of Contents
Antivirus and Teramind Agent ...................................................................................................................... 2
General exceptions while installing or updating the Teramind Agent ......................................................... 2
Server IP addresses and ports ....................................................................................................................... 3
Instructions to configure most commonly used antivirus software ............................................................. 3
Windows Defender ....................................................................................................................................... 4
BitDefender Total Security 2019 ................................................................................................................... 8
ESET Endpoint Security 7 ............................................................................................................................ 10
Kaspersky Endpoint Security 11 .................................................................................................................. 12
Avast Business Antivirus 18 ........................................................................................................................ 16
McAfee Endpoint Security .......................................................................................................................... 17
Sophos Home .............................................................................................................................................. 19
Other antivirus software issues and workaround....................................................................................... 20
Antivirus Configuration Guide for the Teramind Agent | V4.1 1

Antivirus and Teramind Agent
We make every effort possible to be antivirus-friendly. Teramind has been whitelisted from many of the
leading antivirus packages. We also sign all of our software with an extended validation certificate. In
most cases, your antivirus software will recognize Teramind as legitimate software and not interfere.
However, there might be situations where your antivirus can block you from installing the Teramind
Agent or generate false positives. We have provided step by step guide for configuring some of the most
common antivirus software. Please follow the instruction in this guide to add exceptions and unblock
the required ports. For antiviruses not included in this guide, please consult your antivirus help
documentation to find out how to add exceptions and configure the firewall settings.
If you already have the Teramind Agent installed, after adding the exceptions, please
remove the Agent and reinstall it.
• Instructions for how to remove the Agent
• Instruction for how to install the Agent
If you still encounter any issues after following this guide, please contact us at support@termind.co
and a support engineer will help you troubleshoot the problem.
General exceptions while installing or updating the Teramind Agent

If you encounter any issue installing or updating the Agent, adding the following exceptions in your
antivirus software might help.
We recommend you remove the temporary exceptions below once the

installation/update is done as leaving them might expose your system to future risks.
Deployment Type Exception
Main exceptions:
• C:\ProgramData\{4CEC2908-5CE4-48F0-A717-8FC833D8017A}
• C:\Windows\System32\drivers\tmfsdrv2.sys
Teramind Cloud • C:\Windows\System32\drivers\tm_filter.sys
Temporary exceptions:
• c:\windows\system32\drivers\set*.tmp
• c:\windows\temp\*.tmp
• c:\windows\installer\*.*

Teramind On-premise Temporary exceptions:

For remote Agent deployment via Teramind dashboard • %WINDIR%\*.exe
Server IP addresses and ports

Some antivirus may block ports on the firewall. For Teramind to operate the following ports need to be
available and open.
• www.teramind.co:443
• rt.teramind.co:443
• The server IP address and port unique to your

deployment. You can find them in the Teramind
dashboard under the menu: My account -> Server &
port settings:
Teramind Cloud
Teramind On-premise
For remote Agent deployment via • TCP ports 10000 and 443 of Teramind appliance.
Teramind dashboard
Instructions to configure most commonly used antivirus software

To make it easier to configure the exception settings, we have included step by step instructions for the
most commonly used antivirus software in the next few pages.

Windows Defender
Teramind is already signed with Microsoft and as such, Teramind Agent is excluded from the Windows
Defender’s latest detection list. You shouldn’t have any problem using it. However, if you have an older
version of Windows Defender, you might see warnings or get blocked when installing or updating the
Teramind Agent. You can follow the instructions below to solve these issues. If you still need help,
contact us at: support@teramind.co.
Solving Issues with Older Virus Definitions

If you see an error message like the one below, it means that you have an older malware definition, or a
previous copy of the definition being cached by Windows.
Please follow the steps below to clear cached detection and obtain the latest malware definitions:
Step 1:
Type ‘command’ in the Windows

Search Bar. The Command Prompt app
should show up on the Windows Menu.
Select the Run as administrator option

on the right panel of the menu.

Step 2:
Type cd c:\Program
Files\Windows Defender and
press Enter.
Type MpCmdRun.exe -
removedefinitions -
dynamicsignatures and press
Enter. Windows will remove the
dynamic signature.
Type MpCmdRun.exe -
SignatureUpdate and press Enter.
Windows will update your virus
definition with the latest signature.
Solving Computer Slowdown and Other Issues

Adding the following exclusions will help with most of the issues you may encounter with the Teramind
Agent installations or updates. Also, if you notice very high CPU and memory usage by Windows
Defender on the Windows Task Manager, then adding the exclusion should solve the problem.
Step 1:
Open Windows Defender. Click the

Settings tab.

Step 2:
On the Settings window, click the

Windows Defender tab.
Under the Exclusions section, click the

Add an exclusion link.
Step 3:
On the Add an exclusion window, use

the + Exclude a file button to add the
following paths:
• c:\windows\system32\drivers\
tmfsdrv2.sys
tm_filter.sys
Use the + Exclude a folder button to add

the following folder:
• c:\programdata\{4cec2908-
5ce4-48f0-a717-
8fc833d8017a}\
Restoring a Quarantined Agent

If Windows Defender has already blocked an existing Teramind Agent, you need to restore it. To do so,
follow these instructions:
Step 1:
Open Windows Defender. Click the

History tab.

Step 2:
On the History tab, select the

Quarantined items option.
Click the View details button.
Step 3:
If you see any Teramind Agent related

files (such as tmfsdrv2.sys or
tm_filter.sys) or folders (such as
{4cec2908-5ce4-48f0-a717-
8fc833d8017a}) under the Detected
item list, then select those items.
Click the Restore button to restore the

selected files and folder(s).
If none of these methods works, please contact our support team at support@teramind.co.

BitDefender Total Security 2019
Step 1:
From your BitDefender Total Security

settings window, click the Protection
tab. Then click the Settings icon
under the ANTIVIRUS menu.
Step 2:
Click the Exceptions tab and set add the

following to the list of files and folders:
5ce4-48f0-a717-
8fc833d8017a}\
tmfsdrv2.sys
tm_filter.sys
Step 3:
Go back to the Protection tab and select

the Settings icon under the
FIREWALL menu.

Step 4:
Enable access rules for dwm.exe and

svc.exe in the Firewall settings window.
Step 5:
Go back to the Protection tab and select

the Settings icon under the
ADVANCED THREAT DEFENSE menu.
Step 6:
Click the Add applications to exceptions

link and add dwm.exe and svc.exe to the
list of EXCEPTED APPLICATIONS.
BitDefender Total Security should now

work normally with Teramind.

ESET Endpoint Security 7
Step 1:
From the ESET Endpoint Security’s main

window, select the SETUP menu to go
the Setup screen.
Step 2:
Select Computer from the Setup screen.
Step 3:
Click the Configure icon at the right

side of the item named Real-time file
system protection.
From the pull-down menu, select Edit

exclusions…

Step 4:
Click the Add button to add the

following paths to the Exclusions list:
5ce4-48f0-a717-
8fc833d8017a}\
tmfsdrv2.sys
tm_filter.sys
ESET Endpoint Security should now work

normally with Teramind.

Kaspersky Endpoint Security 11
Step 1:
From your Kaspersky Endpoint Security

main window click the Settings
button. This will take you to the Settings
screen.
Step 2:
Select General Settings from the list of

items on the left of the Settings screen.
Select Exclusions under it.
Click the Settings button on the right of

Scan exclusions and trusted zone.
This will take you to the Trusted zone

screen.

Step 3:
On the Trusted zone screen, click the

Add button under the first tab Scan
exclusions.
This will open the Scan exclusion

window.
Step 4:
Check the File or folder item under

Properties.
Under the Scan exclusion description…

click the underlined link select file or
folder…

Step 5:
Enter the following exclusion:

5ce4-48f0-a717-
8fc833d8017a}\
Check the Include subfolders box.
Click the OK button to add the item.
Click OK again to close the Scan

exclusion window and return to the
Trusted zone screen.
Step 6:
Repeat Step 3-5 to add the rest of the

exclusions from the list below:
5ce4-48f0-a717-
8fc833d8017a}\
tmfsdrv2.sys
tm_filter.sys
Click the OK button to return to the

Settings window.

Step 7:
Click the Save button to save your

changes.
Kaspersky Endpoint Security should now


Avast Business Antivirus 18
Step 1:
From the main window, click the

Settings option near the bottom left
corner.
Step 2:
Select the General tab.
Click on Exclusions to expand it.
Make sure you are on the File paths tab.
Click the Add button
Step 3:
Add the following to the File paths:

5ce4-48f0-a717-
8fc833d8017a}\
tmfsdrv2.sys
tm_filter.sys
Avast Business Antivirus should now


McAfee Endpoint Security
McAfee Endpoint Security shouldn’t
cause any issue when installing the
Teramind Agent. However, when
updating the agent it might throw up an
event exception like this screen. To fix
this issue, follow the steps below.
Step 1:
From the main window, Click Status

then select the option THREAT
PREVENTION. This will take you to the
Settings panel for Threat Prevention.
Step 2:
Click the Show Advanced button near

the top-right corner.

Step 3:
Scroll down until you can see the

EXPLOIT PREVENTION option. Click it.
Step 4:
Click the Add button under Exclusions.

The Edit Exclusion window will pop-up.
Step 5:
Under type, select File – Process –

Registry. Add the following in the File
name or path… field:
5ce4-48f0-a717-
8fc833d8017a}\
Repeat Step 5-6 to add the rest of the

exceptions:
tmfsdrv2.sys
tm_filter.sys

Sophos Home
Step 1:
From the main window, click the

Settings button. This will open a browser
window and you will be taken to the
cloud.sophos website.
Step 2:
Select the PROTECTION tab.
Step 3:
On the Exceptions section, add the

following paths:
5ce4-48f0-a717-
8fc833d8017a}\
tmfsdrv2.sys
tm_filter.sys
Sophos Home should now work

normally with Teramind.

Other antivirus software issues and workaround
As mentioned before, Teramind regularly works with Antivirus vendors to add Teramind Agent added to
their whitelist. However, the process can sometimes take time. In the meantime, you can use the
workaround below to address any issues you may encounter.
Antivirus Issue Resolution
Avast Free Antivirus Detects Teramind Agent • .dwm - disable Behaviour Shield
2016 .exe installer and .dwm. • Installer - repeat installation
Avast EndPoint
Detects Teramind Agent. • Continue execution
Protection Suite
Detects Teramind Agent • .dwm - disable Behavior Shield

AVG Antivirus Free
.exe installer and. dwm. • Installer - repeat installation
• Add the following exceptions:

Detects Teramind Agent,
Panda Antivirus Pro ‐ c:\windows\system32\drivers\tmfsdrv2.sys
installation fails.
‐ c:\windows\system32\drivers\tm_filter.sys
• Disable Bitdefender Shield

Detects Teramind Agent,
BitDefender Total • Add the following exceptions:
installation fails (Access
Security 2018 ‐ c:\windows\system32\drivers\tmfsdrv2.sys
Denied message).
Comodo Antivirus 10 Installation fails (Access • Add the exceptions listed under the General exceptions
Denied message). while installing or updating the Teramind Agent section.
• Disable Sandbox
BullGuard Antivirus Installation fails. • Add the exceptions listed under the General exceptions
while installing or updating the Teramind Agent section.
• Add following exceptions:
‐ c:\users\username\appdata\*.*
‐ c:\windows\*.*
• Disable Scan Files
Quick Heal Total Installation fails. • Add the following exceptions:

Security ‐ c:\windows\system32\drivers\tmfsdrv2.sys
‐ c:\users\username\appdata\*.*
‐ c:\users\username\downloads\tera*.exe
‐ c:\windows\*.*
Traps Advanced Possible installation issues. • Add the exceptions listed under the General exceptions
Endpoint Protection while installing or updating the Teramind Agent section.
Vipre Installation fails. • Disable Advanced Active Protection.

Antivirus Configuration Guide For The Teramind Agent: Updated: 06/MAY/2020

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Antivirus Configuration Guide for the

Antivirus Configuration Guide for the Teramind Agent | V4.1 1

General exceptions while installing or updating the Teramind Agent

We recommend you remove the temporary exceptions below once the

Deployment Type Exception

Antivirus Configuration Guide for the Teramind Agent | V4.1 2

Teramind On-premise Temporary exceptions:

Server IP addresses and ports

Deployment Type Exception

• The server IP address and port unique to your

Instructions to configure most commonly used antivirus software

Antivirus Configuration Guide for the Teramind Agent | V4.1 3

Solving Issues with Older Virus Definitions

Type ‘command’ in the Windows

Select the Run as administrator option

Antivirus Configuration Guide for the Teramind Agent | V4.1 4

Solving Computer Slowdown and Other Issues

Open Windows Defender. Click the

Antivirus Configuration Guide for the Teramind Agent | V4.1 5

On the Settings window, click the

Under the Exclusions section, click the

On the Add an exclusion window, use

Use the + Exclude a folder button to add

Restoring a Quarantined Agent

Open Windows Defender. Click the

Antivirus Configuration Guide for the Teramind Agent | V4.1 6

On the History tab, select the

Click the View details button.

If you see any Teramind Agent related

Click the Restore button to restore the

Antivirus Configuration Guide for the Teramind Agent | V4.1 7

From your BitDefender Total Security

Click the Exceptions tab and set add the

Go back to the Protection tab and select

Antivirus Configuration Guide for the Teramind Agent | V4.1 8

Enable access rules for dwm.exe and

Go back to the Protection tab and select

Click the Add applications to exceptions

BitDefender Total Security should now

Antivirus Configuration Guide for the Teramind Agent | V4.1 9

From the ESET Endpoint Security’s main

Select Computer from the Setup screen.

Click the Configure icon at the right

From the pull-down menu, select Edit

Antivirus Configuration Guide for the Teramind Agent | V4.1 10

Click the Add button to add the

ESET Endpoint Security should now work

Antivirus Configuration Guide for the Teramind Agent | V4.1 11

From your Kaspersky Endpoint Security

Select General Settings from the list of

Select Exclusions under it.

Click the Settings button on the right of

This will take you to the Trusted zone

Antivirus Configuration Guide for the Teramind Agent | V4.1 12

On the Trusted zone screen, click the

This will open the Scan exclusion

Check the File or folder item under

Under the Scan exclusion description…

Antivirus Configuration Guide for the Teramind Agent | V4.1 13

Enter the following exclusion:

Check the Include subfolders box.

Click the OK button to add the item.