Applies to: Sophos Home Premium and Free (Windows)

Applications that have incompatibility issues with Sophos Home protection may be added in local exclusions. Additionally, installation failures for software can sometimes be resolved by temporarily disabling exploit protection to allow the installation to complete, if a local exclusion is not effective.

This article describes the steps on how to add local exclusions for a specific software and how to temporarily disable Real-Time Protection for a computer to allow an installation to complete.

Scenario 1. Adding a local exclusion to allow an application to run/Install

Instructions

Note: Sophos does not recommend adding exclusions unless you are 100% sure the application is safe. We recommend customers submit a sample of the application's executable (.exe) to Sophos' Lab for a review and, if needed, a re-categorization https://secure2.sophos.com/en-us/support/submit-a-sample.aspx

1. Double-click on the Sophos Home icon at the system tray. This opens the Sophos Home main window.

   

2. Click on Exceptions.
   

   

3. Go to Local Exclusions tab then click on the Add button.

   

4. Locate the program's executable (.exe) that you wish to exclude. The application will then appear on the list.

Scenario 2. Adding a local exclusion to allow an installation to complete.

Instructions

1. Perform Steps 1-4 from Scenario 1. Ensure you choose the Installer's executable (.exe) when prompted for the application name

2. Attempt the Installation again. If the installation still fails, We can temporarily disable Real-Time Protection for this computer and the re-enable once installation completes. 

Note: Temporarily disabling Real-Time Protection leaves your computer vulnerable during this short time. Disabling Real-time protection is done at your discretion/risk.

How To Temporarily Disable Real-time Protection 

1. Login to your Sophos Home Dashboard and click on the computer name for which you wish to disable real-time protection. 

2. Click on the "Protection" tab 

3. On the "General" sub-tab, toggle the selector switch for "Real-time Protection" to left, which disables it

4. Attempt the installation of the software again

5. Once installed, re-enable Real-Time Protection by following the previous steps and toggling the selector switch to the right which enables it

Related information

• Setting scan exceptions
• Removing an application from the Privacy Guard exceptions