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Avast! antivirus quarantining Sage files

We've recently been contacted by Sage customers who also use Avast! antivirus software and are experiencing problems when opening or using Sage. This issue appears in the following ways:

  • If installing Sage 50 Payroll, you get a message that PayImp.dll has been quarantined.
  • The Payroll icon disappearing from the desktop - due to payroll.exe being quarantined.
  • Sage hangs on the splash window.
  • Avast! reports a virus on a Sage file.
  • Error 1721. There is a problem with this Windows installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor.
  • Sage Accounts - Window flickers when clicking Memorise or Recall. This occurs when SG50memorise.dll is quarantined.
  • Tabs appearing small at the bottom of the screen.
  • Restricted view of modules, for example the projects module.

This happens because Sage files are being moved to the Avast quarantine area - Virus chest.

Note: Since this article was first published, Avast! have updated their definitions to exclude Sage files. If you are experiencing problems of this nature please ensure you are using a fully updated version of Avast!

Avast! may delete the required Sage file. If the file is not in the Virus chest the problem may be resolved by a repair install or by uninstalling and reinstalling the software.

As a workaround:

  1. Depending upon your version of Avast:

    • 2016 - Scan > Scan for viruses > Quarantine (Virus Chest).

    • 2015 - Scan > Scan for viruses > Quarantine (Virus Chest).

    • 2014 - Scan > Quarantine (Virus Chest).

    • 2013 and earlier - Avast > Maintenance > Virus Chest.

  2. Locate and right-click any Sage files > Restore and add to exclusions.
  3. If the file in the Quarantine (Virus Chest) has been renamed, for example, if PayImp.dll has been renamed to payide.rra, you must rename this file after it’s been restored. To do this, browse to the payroll installation directory, find the .rra file, right-click and rename to PayImp.dll.

  4. If the Payroll icon has disappeared from your desktop.

    This is due to the Payroll.exe being quarantined. When opening Payroll, a message appears:

    'The item that this shortcut refers to has been removed. Do you want to delete this shortcut?'

    When selecting yes, the shortcut is deleted.

  5. To prevent the issue occurring in future, you must add the following directories to the list of excluded scan locations in Avast:

    • For Sage Accounts - The program directory and the Sage SBD directory.
    • For Sage Payroll - The program directory, the ProgramData directory and the Sage SBD directory.

    To check the location of the program and data directories in Sage Accounts or Payroll, open Help > About.

    The Sage SBD directory is typically located in C:\Program Files (x86)\Common Files\Sage SBD or C:\Program Files\Common Files\Sage SBD

    If this doesn't resolve the problem, article 12122 gives a full breakdown of files and folder exclusive to Sage Accounts that can be excluded from antivirus software.

    If you're using Sage 50 Payroll and the support page doesn't open, to find the program directory > close Sage 50 Payroll > right-click payroll shortcut > Properties > note the Target.

  6. If you're unsure how to add a folder to the list of excluded scan locations in Avast, please contact your local IT / Avast support.

If you're installing Sage 50 Accounts or Payroll on a computer with Avast antivirus software, you may want to disable Avast during the installation process. After completing the installation you should set exclusions in the antivirus software for Sage and enable the software again.

For more information about configuring your antivirus software for Sage Accounts, please refer to article 12122.
For more information about configuring your antivirus software for Sage Payroll, please refer to article 30304.