The single most common cause of Apteryx software crashing intermittently is due to the live scanning of an antivirus software. As an antivirus software scans a file, that file becomes locked from use for the duration of the scan. If the Apteryx software attempts to use/access a file that is actively being scanned by an antivirus, the Apteryx software will instead run into a locked file that it cannot access, thus crashing the program.
The scan of an individual file is usually quite fast, so the crash is highly dependent on timing. If the scan is over before the Apteryx software tries to access the file, or if the Apteryx software uses the file before the scan can start, then there will not be a software crash. This is why the issue can be intermittent instead of constant and consistent.
The Apteryx recommendation is to add exceptions into the antivirus software in use for the Apteryx program itself, as well as the folder the Apteryx program exists within. Note that this may have to be done individually on each PC, depending on what antivirus software is being used.
For example:
Add exceptions for:
\\server\xrayvision\xvassistant.exe
\\server\xrayvision\*
The antivirus software in use by the location, and its settings, are outside the demarcation of Apteryx Support. Apteryx Support technicians will not add, remove, or change any exceptions, or other settings/options within the antivirus software.
Article Version 1.0 2020.07.27
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