IT Security, Firewall, Antivirus, and Network Filtering Issues

Overview

Some scanner/software connection issues may be caused by IT security settings rather than the scanner, software, or computer hardware.

Firewalls, antivirus software, endpoint protection, DNS filters, proxy servers, VPNs, and application-control tools can prevent required software files, services, drivers, or cloud connections from working correctly.

This article explains:

• Common symptoms of IT-related blocking
• Quick tests to identify whether the issue is local or network-related
• What customer IT may need to allow
• How to collect an .exe list for IT review
• What firewall, antivirus, and Windows Security changes may be needed

Common Symptoms

IT security restrictions may cause the following issues:

Why This Happens

Many offices use multiple layers of IT security. These tools are important, but they may block trusted software if the required applications, services, drivers, folders, or cloud domains are not approved.

Common security layers include:

Quick Checks Before Escalating to IT

1. Check the Cloud Indicator

If the software has a cloud indicator, check its status.

A red cloud indicator, disconnected icon, or slash mark may indicate that the software cannot connect to required cloud services.

Affected functions may include:

• Login
• Case sending
• Case downloading
• Cloud sync
• Module loading
• Software resources
• Updates

Cloud Indicator on Software (Top Left)

Successful Cloud Connection	Blocked connection

2. Test with a Mobile Hotspot

Connect the PC to a mobile hotspot and retest the software.

A successful hotspot test is one of the fastest ways to show that customer IT needs to review network filtering, DNS, proxy, firewall, or domain allowlisting.

3. Check VPN Software

VPN software may block or reroute local scanner communication and cloud traffic.

Ask the customer to check whether a VPN is active. If IT approves, temporarily disconnect the VPN and retest.

VPN-related issues may affect:

• Scanner connection
• Cloud login
• Upload/download
• Local network communication
• License or authentication services

4. Check Date and Time

Incorrect Windows date or time can cause:

• Login failures
• SSL certificate errors
• Cloud communication failures
• License or authentication issues

Recommended setting:

1. Open Windows Settings.
2. Go to Time & language.
3. Select Date & time.
4. Enable:
   • Set time automatically
   • Set time zone automatically, if appropriate

5. DNS Test

DNS translates cloud addresses into IP addresses. If DNS is blocked or filtered, the PC may still have general internet access, but the software may fail to connect to required cloud services.

Example:

shining3d.com  →  123.45.67.89

Scanner/software cloud functions may depend on DNS for:

• Login
• Case upload
• Case download
• Cloud sync
• Software resources
• Updates
• API communication

Testing with public DNS such as 8.8.8.8 or 1.1.1.1 can help determine whether the customer’s DNS infrastructure is causing the issue.

Important: Changing DNS is a diagnostic step, not the preferred permanent fix. If changing DNS resolves the issue, customer IT should review DNS forwarding, DNS filtering, web filtering, proxy restrictions, firewall rules, and domain allowlisting.

Windows Defender and Security Software

Windows Defender Firewall

Windows Defender Firewall controls network traffic in and out of the PC.

It may block:

• Scanner communication
• Cloud sync
• Software updates
• Local network discovery
• Background services
• Communication between scanner software and local services

Customer IT may need to create firewall allow rules for required software components.

Recommended firewall allowlist items:

Recommended firewall profiles:

For most scanner/software workflows, Domain and Private are the preferred firewall profiles. Public access should be limited unless there is a specific need.

Microsoft Defender Antivirus

Microsoft Defender Antivirus scans files, applications, installers, scripts, services, and system activity.

It may block or delay:

• Installer files
• Application .exe files
• Background services
• Driver installation
• Update tools
• Network communication
• Scan exports, logs, or case files

If Defender is confirmed to be interfering, customer IT may need to add targeted exclusions.

Possible Defender exclusions:

Important: Antivirus should not be permanently disabled. The preferred solution is a targeted allowlist or exclusion for trusted files, services, folders, and processes.

Controlled Folder Access

Controlled Folder Access is a Windows Security feature that blocks unauthorized applications from writing to protected folders.

If enabled, it may prevent the software from saving:

• Scan data
• Case files
• Export files
• Logs
• Configuration files
• Temporary workflow files

If Controlled Folder Access is blocking the software, customer IT may need to allow the required software applications.

Third-Party Antivirus or EDR

If a third-party antivirus or EDR platform is installed, Microsoft Defender may not be the active antivirus provider. In that case, allow rules and exclusions must be added through the customer’s security platform.

Customer IT should check for:

• Quarantined files
• Blocked processes
• Blocked scripts
• Blocked services
• Blocked driver installation
• Blocked network connections
• Suspicious behavior detections
• Application-control restrictions

Software folder directories to exclude from Antivirus / Sercurity scanning for softwares to be allowed.

Either allow full folder or specific EXE files listed.

Folder directories will vary depending on instalation options, verify before changing.

Default paths are used below.

IOS Scanners:

Main SW directory: C:\Shining3D\DentalLauncher

C:\Shining3D\DentalLauncher\IntraoralScan\Bin

        DentalLauncher.exe

        IntraoralScan.exe

        DentalAlgoService.exe

        DentalNetwork.exe

        SnSyncService.exe

C:\Shining3D\DentalLauncher\IntraoralScan\Bin\hub

        DentalHub

        quickBroker

Desktop Scaners:

Main SW directory: C:\Shining3D\DentalScan

C:\Shining3D\DentalScan\DentalScan\Bin

        DentalScan.exe

        DSLauncher.exe

        DSAlgoService.exe

        DSNetwork.exe

        DSSnSyncService.exe

 C:\Shining3D\DentalScan\DentalScan\Bin\hub

        DSHub.exe

Facial Scanners:

Main SW directory: C:\Shining3D\FSLauncher

C:\Shining3D\FSLauncher\Facecan\Bin

        FScan.exe

        FSLauncher.exe

        FSAlgoService.exe

        FSNetwork.exe

        FSSyncService.exe

C:\Shining3D\FSLauncher\Facecan\Bin\hub

        FSHub.exe

        quickBroker.exe

Network and Cloud Allowlisting

The software requires cloud access, customer IT may need to allow the required vendor domains through:

• DNS filtering
• Web filtering
• Proxy rules
• Firewall rules
• SSL inspection policies
• Endpoint security policies

IT should confirm that HTTPS access is allowed to the required software/cloud services.

Affected functions may include:

• Login
• Case upload
• Case download
• Cloud sync
• Software updates
• Module loading
• API communication
• License or authentication services

Recommended IT request:

Please allow the required software domains through DNS filtering, web filtering, proxy inspection, firewall rules, and endpoint security policies.

The affected functions include:

• Login
• Case upload/download
• Cloud sync
• Software updates
• Module loading
• API communication

Refer to the below article for a list of Domains / Ports needed for the software to run

Can Not Access / Sync Cloud - IT Allowlist : Dental Support

Wireless Scanner and Network Adapter Checks

For wireless scanner workflows, Windows may show whether the scanner base or related network adapter is connected.

Important distinction:

• USBDeview may show whether the wireless base is connected to the PC.
• USBDeview may not confirm whether the scanner itself is communicating with the base.
• Task Manager or Network Connections may help confirm whether the related network adapter is active.
• A red X or greyed-out adapter may indicate that the adapter is disabled or not working correctly.
• In USBDeview, a disabled driver may show a red dot even though the device appears connected.

Customer IT or support should check:

1. The wireless base is physically connected.
2. The adapter appears in Windows.
3. The adapter is enabled.
4. The driver is installed correctly.
5. Security software is not blocking the service or adapter.
6. The scanner can communicate with the base.

Using the EXE Finder BAT Files

Purpose

The EXE finder BAT files are used to collect all .exe files inside a software version folder.

These BAT files do not add firewall rules, antivirus exclusions, or make system changes. They only search for .exe files and create a text file that can be sent to customer IT.

Google Drive Folder for BAT Files

There are two versions:

Where to Place the BAT Files

Place the BAT file in the parent directory of the software version folder so it can scan all subfolders.

Example folder structure:

Full Path EXE List

Use this option when IT needs the full location of every executable.

Output file:

exe_list_full_path.txt

Example output:

Listing all .exe files with full paths...

C:\Shining3D\DentalLauncher\uninst.exe

C:\Shining3D\DentalLauncher\IntraoralScan\Bin\client.exe

C:\Shining3D\DentalLauncher\IntraoralScan\Bin\DentalAlgoService.exe

C:\Shining3D\DentalLauncher\IntraoralScan\Bin\DentalDesignAppLogic.exe

C:\Shining3D\DentalLauncher\IntraoralScan\Bin\DentalLauncher.exe

Use this output when IT asks for:

• Firewall executable paths
• Antivirus exclusions
• EDR allow rules
• Application-control review
• Exact software component locations

Important: The EXE list is an inventory for IT review. Not every .exe file necessarily requires firewall access. For example, uninstallers such as uninst.exe usually do not need network/firewall allowlisting unless IT specifically requires all software executables to be reviewed.

Name-Only EXE List

Use this option when IT only needs executable names.

Output file:

exe_list_names_only.txt

Example output:

uninst.exe

client.exe

DentalAlgoService.exe

DentalDesignAppLogic.exe

DentalLauncher.exe

Use this output when IT asks for:

• General application allowlist
• Executable names
• Security review
• Software component list

Recommended Shining3D Items for IT Review

The exact files may vary by software version and installation path. Customer IT should review the generated EXE list and confirm which files are required.

Possible IT actions:

Recommended Workflow for Support and Customer IT

Step 1: Confirm the Issue

Document the issue clearly:

Software name:

Software version:

Scanner/device model:

Windows version:

Issue observed:

Does the software open:

Does the scanner connect:

Does cloud login/sync work:

Does upload/download work:

Does the issue happen on one PC or all PCs:

Does the issue happen on office Wi-Fi, Ethernet, or both:

Does the issue work on mobile hotspot:

Step 2: Collect the EXE List

1. Locate the correct software version folder.
2. Place the EXE finder BAT file in the parent folder.
3. Run either:
   • exe_find_full_path.bat
   • exe_find_name_only.bat
4. Open the generated .txt file.
5. Send the output to customer IT.

Step 3: Ask IT to Review Firewall Rules

Customer IT should review firewall access for the required application files.

Recommended request:

Please review the attached EXE list and allow the required software components through Windows Defender Firewall or the company firewall.

Recommended profiles:

- Domain, if the PC is domain-managed

- Private, for trusted office/clinic/lab networks

Public should only be allowed if specifically required by IT or the workflow.

Step 4: Ask IT to Review Antivirus / EDR Logs

Customer IT should check whether antivirus or EDR has blocked, quarantined, or restricted any required files.

Recommended request:

Please check antivirus/EDR logs for blocked or quarantined Shining3D software files, services, scripts, drivers, or network activity.

If trusted software components are being blocked, please add targeted allow rules or exclusions for the required files, processes, services, and folders.

Step 5: Ask IT to Review Services

Customer IT or support should confirm that required services are:

• Installed
• Running
• Not disabled
• Not quarantined
• Not blocked by EDR
• Not blocked by application control
• Allowed to communicate through the firewall if network communication is required

Open Services:

Windows + R → services.msc

Check for services related to the software, scanner, launcher, algorithm processing, or device communication.

Step 6: Ask IT to Review Cloud/Domain Access

If login, upload, download, cloud sync, software resources, or updates are affected, customer IT should review cloud/domain access.

Recommended request:

Please confirm that required vendor domains are allowed through:

- DNS filtering

- Web filtering

- Proxy rules

- Firewall rules

- SSL inspection policies

- Endpoint security policies

Please also confirm that outbound HTTPS traffic is allowed for the required software components.

Step 7: Restart and Retest

After IT makes changes:

1. Restart the software.
2. Restart related services, if applicable.
3. Restart the PC if files, services, drivers, or Defender exclusions were changed.
4. Retest scanner connection.
5. Retest login.
6. Retest upload/download.
7. Retest cloud indicator.
8. Retest the original failed workflow.

Troubleshooting Decision Guide

Information to Send to Customer IT

When escalating to customer IT, provide:

Software name:

Software version:

Scanner/device model:

Windows version:

Installation path:

Generated EXE list:

Affected workflow:

Error message or screenshot:

Does the issue happen on all PCs or only one PC:

Does the issue happen on Ethernet, office Wi-Fi, or both:

Does it work on mobile hotspot:

Antivirus/EDR software installed:

VPN software installed:

Firewall profile in use:

Required cloud/domain allowlist:

Recommended message:

The scanner/software may be blocked by local firewall, antivirus/EDR, application control, DNS filtering, proxy filtering, or network security policy.

Please review the attached executable list and allow the required software components, background services, trusted folders, and cloud/domain connections.

The affected functions may include:

- Software login

- Scanner communication

- Cloud upload/download

- Module loading

- Software updates

- Local service communication

- File saving/exporting

A hotspot test and DNS test can help determine whether the issue is caused by the office network or local PC security.

Recommended Pictures to Include

To make the article easier for customers and IT teams to follow, include the following images where available:

1. Software cloud indicator
    Show normal vs red/disconnected status.
2. BAT file placement
    Show the EXE finder BAT file placed in the parent software folder.
3. Generated EXE list
    Show exe_list_full_path.txt with executable paths.
4. Windows Firewall allowed apps
    Show Domain / Private / Public options.
5. Windows Security exclusions
    Show file, process, or folder exclusion location.
6. Controlled Folder Access allowed apps
    Show where trusted applications can be allowed.
7. Windows Date & Time settings
    Show automatic time enabled.
8. Network adapter check
    Show scanner/base adapter enabled in Windows Network Connections or Task Manager.
9. DNS/cloud diagram
    Show simple flow: Software → DNS → Cloud Server.

Summary

IT security restrictions can prevent scanner/software systems from opening, connecting to devices, logging in, syncing with cloud services, updating, saving files, or running required background services.

The preferred resolution is not to disable security permanently. Customer IT should add targeted allow rules for trusted executable files, background services, folders, drivers, and cloud domains.

The EXE finder BAT files help collect the executable list from a software version folder so IT can review and allow the required components more easily.