I have problems or my antivirus is blocking PaperOffice - what can I do?

Ulrike Sanger

Ulrike Sanger

PaperOffice Europe

We generally recommend contacting the PaperOffice support team to resolve the issue through our free installation service via phone and TeamViewer support@paperoffice.com


Action 1 - Configuration of Antivirus resolves 99.9% of all problems

Make sure your virus scanner does not block any PaperOffice components unless you are using Windows Defender. If in doubt and also to speed up PaperOffice, add the PaperOffice installation folder to the "exclusion list", "exception list" or "whitelist".

For questions how to do it, conact your antivirus vendor or our support team, we´ll be happy to help.

All PaperOffice components are guaranteed to be free from viruses, malware and Trojans.
If your antivirus still incorrectly reports a virus or similar, you can always check it out yourself at www.virustotal.com Check if the file is really infected or if you should use a reliable virus scanner. Logically, as a Windows manufacturer, Microsoft also has the best possible antivirus solution!

Most antivirus programs do more harm than good to your system and slow down your entire system immensely.
Read on Chip.de "Ex-Firefox developer: Uninstall Your Anti-Virus Protection immediately"

Trust only original Microsoft software!
We recommend the use of the best antivirus "Windows Defender" which is already integrated directly into Windows 10.

After the update, check if your problem persists. If so, please proceed to the next step.


Action 2a - if you can start PaperOffice

Make sure all PaperOffice components are registered correctly. Start PaperOffice and select "Options" - "Continue and force update"

After the update check if your problem persists. If so, please proceed to the next step.


Action 2b - if you can not start PaperOffice

Make a clean new installation:

  1. Uninstall PaperOffice via the Control Panel, acknowledge any possible error messages with OK.
  2. Make sure the installation directory and user directory under:
    C:\Users\YOUR_USERNAME\PaperOffice have also been removed.
  3. Restart PC.
  4. Download the newest release http://www.paperoffice.com/download
  5. Run this setup with an administrator account and go through
  6. Restart the PC in the last setup step.


Action 3 (Only if you use your own database server)

Make sure your MySQL / MariaDB server is properly installed and configured. The default factory settings are required when installing MySQL 5.6 or MariaDB5.

For questions, contact MySQL support or MariaDB support or use the PaperOffice support agreement.


Action 4

Make sure that no critical components are blocked.

To do this, start PaperOffice and select "Options > Perform self-diagnosis".

If no errors are detected select "Start PaperOffice in diagnostic mode", follow the instructions and make a note of the diagnostics identifier.


Action 5

Describe in the text box of the diagnostic mode all necessary steps from the start of the program to your problem as accurately and comprehensibly as possible (list, screenshots, instructions, video, etc.).

If files are involved in the problem, please send this file to support@paperoffice.com. You should blacken data protection-relevant data.

#Avast #Avira #Bitdefender #Norton #Sophos #Kaspersky #Symantec #McAfee #360 Total Security #G Data

Was the article helpful?

Yes No

Thank you for your feedback!

Leave a change or addition proposal

Contact support team Call +44 20 39361675
Location London, Monday to Friday 11:00 - 17:00

You did not find what you have searched for?

  • Location London, Monday to Friday 11:00 - 17:00
  • Phone +44 20 39361675
  • PaperOffice®, PaperOffice paperless office® and the PaperOffice logo are registered trademarks of PaperOffice Limited Europe in Europe and/or other countries
    © Copyright 2004-2020 PaperOffice Limited Europe, All rights reserved