Lists of frequently asked questions

The Exclusions section lets you launch legitimate applications whose ability to work could be hindered by the anti-virus as well as open websites that interest you but may be on the list of non-recommended sites.

You should not add Windows system directories, temp folders, torrent-tracker sites, file catalogues, or sites hosting illegal software and video content.

Any option can be changed, and any restriction can be removed.

Important! The more exceptions you add in the anti-virus settings and the fewer restrictions you set for applications and websites, the lower the system security will be.

You should be very attentive to the danger notifications displayed by the anti-virus since any initially reliable sources can be compromised (hacked, forged, etc.).

If you would like to report a false positive, please use the form at this link.

Under normal circumstances, you should never do that. Disabling Dr.Web components can be very dangerous: while SpIDer Gate is disabled, the anti-virus isn't scanning traffic.

Go to Security Center → Exclusions → Website, and add the URL to the list.

The main scenarios for using masks when configuring exclusions are:

• Adding to the exclusion list sites that fall under a specified general condition (in this case, the matching part of the domain name). For more information, refer to the current documentation (examples of using masks are available in the section "To add domain names to the list" when you click on the "Details" link).
• Adding files and folders of a specific kind to the exclusion list. For more information, refer to the current documentation (examples of using masks are available in the section "To add files and folders to the exclusion list" when you click on the link "More about masks").
• Adding applications of a specific kind to the exclusion list. For more information refer to the current documentation (examples of using masks are available in the section "To add applications to the list" when you click on the link "More about masks").

1. Make sure that you are using the latest version of your anti-virus (How do I check the version? ).
2. Make sure that the requirements for the system on which the anti-virus is installed are being met.
3. Contact our technical support. Attach to the request a report from the system in which the anti-virus is installed. To do this, right-click on the Dr.Web icon in the system tray, open Security Center -> Support , click on "Go to Report Wizard", and then click on "Create report". Wait for the report-generation process to complete. A file with a .zip extension is generated—attach it to your request.

The Dr.Web Report Wizard (the dwsysinfo application) is a special Dr.Web utility for collecting system information. The utility generates a zip archive containing event logs, XML documents, the HOSTS file, and other information. The full list of data available in the report can be found here.

There are non-malicious programs that, due to their specifics, require additional configuration to operate in a system that has a running anti-virus (a well-known example is Steam). Check the documentation to see whether such limitations exist for the program with which the problem has occurred.

If necessary, you can add the program to the exclusion list.

Please note that the decision to add any program to the exclusions is at your own risk.

Right-click on the Dr.Web icon in the system tray, and select Security Center. Go to the Statistics tab, and select Detailed Report. In the newly opened window, click on the event you are interested in. Look through the list to find information about the site or program being blocked. Add the URL or file/application to the exception list being used by the component that has been blocking it.

• If the problem persists, please contact our technical support service. Attach to the request a report from the system in which the anti-virus is installed. To do this, right-click on the Dr.Web icon in the system tray, open Security Center -> Support , click on "Go to Report Wizard", and then click on "Create report". Wait for the report-generation process to complete. A file with a .zip extension is generated—attach it to your request. Specify the approximate time the blocked program was launched.
  The Dr.Web Report Wizard (the dwsysinfo application) is a special Dr.Web utility for collecting system information. The utility generates a zip archive containing event logs, XML documents, the HOSTS file, and other information. The full list of data available in the report can be found here.

Go on Doctor Web’s site to find out more about the threat that’s been detected, and check whether the troubleshooting section in the application's documentation contains any mention of possible issues related to the anti-virus software. Then allow the application to be launched or block its launch. If you can't decide what to do, you should contact our support service.

Access to the site will be denied, and the block page will be displayed.

In the system tray, click on the Dr.Web icon, and select Security Center. Go to the Statistics tab, and select Detailed report.

Exceptions are defined separately for each component. To access the settings, go to Security Center → Exclusions. Some options can be changed in the component settings (Devices and Personal Data, Parental Control, Preventive Protection).

Go to Security Center → Exclusions; specify the application as an exception for all the components, or define the application's parameters in the Preventive Protection settings.