Overview

In general, any antivirus software you have installed is scanning your computer and comparing your files, programs, etc., against a database of known malware and viruses. Occasionally, something on your computer may appear as potentially unwanted, which means that even though it is not malicious, they are not quite sure what it is.

With the April 2026 release of PointSolutions Desktop for Windows, Echo360 is updating its code-signing certificate. When a software publisher updates their certificate, Windows and antivirus tools may temporarily treat the application as less trusted — even though the software itself has not changed in any harmful way. As a result, Windows users should expect to see security warnings or prompts when installing or launching the updated version of PointSolutions Desktop.

This is normal and expected behavior. The warnings will diminish over time as the new certificate builds reputation with Microsoft and antivirus vendors.

Echo360 makes every effort to ensure that PointSolutions Desktop is not flagged or blocked. However, depending on your local security policies and your security tooling (including newer AI/ML-based or "next‑gen" antivirus and EDR tools), you may need to explicitly trust PointSolutions Desktop or add it to an allowlist/exception list.

This article describes:

• Why you may see warnings after the certificate update
• When antivirus or endpoint protection might interfere with PointSolutions Desktop
• Special considerations for AI-driven / behavior-based security tools
• General recommendations for allowlisting PointSolutions Desktop
• Known issues and configuration notes for specific antivirus products

Why Am I Seeing a Warning?

Echo360 periodically updates the digital certificate used to sign PointSolutions Desktop. Code-signing certificates have a limited lifespan and must be renewed to maintain security best practices.

When a new certificate is used:

• Windows SmartScreen may display a warning such as "Windows protected your PC" or "This app is from an unknown publisher" because the new certificate has not yet built up reputation with Microsoft's SmartScreen service.
• Antivirus and EDR tools may flag the application as "unknown", "untrusted", or trigger an ML/heuristic detection because the signing certificate has changed.

These warnings do not indicate that the software is malicious. They simply reflect that the new certificate is not yet widely recognized. You can safely proceed with the installation or launch.

When PointSolutions Desktop May Be Affected

Antivirus, endpoint protection, and EDR (Endpoint Detection and Response) tools can affect PointSolutions Desktop in several ways:

• Blocking installation or upgrades
  • The installer is quarantined or silently blocked
  • The installer runs but fails with a generic error
• Blocking launches
  • PointSolutions Desktop does not start at all
  • The application closes immediately after launch with no error
  • Logs show access denied / quarantine / blocked process messages
• Interfering with functionality
  • PointSolutions Desktop cannot connect to the server
  • Session data fails to send or sync
  • Performance issues or unexpected crashes

These issues can occur with traditional, signature-based antivirus, as well as AI/ML-based or behavior-based tools (often described as "next‑gen antivirus" or EDR).

If you see these behaviors and you are running antivirus or security agents, temporarily disabling them (if permitted by your institution's policies) can help confirm whether they are the cause. If disabling the security tool resolves the issue, use the configuration guidance below to create a permanent allowlist exception for PointSolutions Desktop.

Special Considerations for "Next‑Gen" Tools

Many modern security products use machine learning and behavioral analysis in addition to (or instead of) traditional signature databases. Examples include, but are not limited to, products from vendors such as CrowdStrike, SentinelOne, Microsoft Defender for Endpoint, Carbon Black, TrendMicro, and similar solutions.

These tools may:

• Flag PointSolutions Desktop as a "Potentially Unwanted Application (PUA)", "unknown application", or "ML / heuristic" detection — especially after a certificate change
• Block PointSolutions Desktop based on behavior (for example, network communication or local file writes) even if the executable is not known to be malicious
• Restrict the application's ability to communicate over the network or to specific cloud endpoints

To work reliably with these tools, administrators generally need to:

• Allowlist the PointSolutions Desktop application and directories
  • Add the PointSolutions Desktop executable(s) and install/data directories to Application, File/Folder, or Path exclusions.
  • If the product supports publisher or certificate trust, configure a rule to trust binaries signed by Echo360.
• Create behavioral / policy exceptions
  • Add PointSolutions Desktop as a trusted or allowed application in policy rules that govern:
    • Network communication to Echo360 endpoints
    • Local file writes and data storage
  • If the product supports "known good" / "IT-approved" apps, add PointSolutions Desktop to that list.
• Tune ML / heuristic rules for PointSolutions Desktop
  • If PointSolutions Desktop is repeatedly flagged with an ML/heuristic detection name, create a specific exception for that detection when it is triggered by the application's signed binaries and paths.
  • Ensure that "auto-quarantine" or "auto-kill" actions are not applied to PointSolutions Desktop.
• Apply the changes via central management
  • In centrally managed deployments, ensure all policy changes are applied from the management console and pushed to all workstations running PointSolutions Desktop.

Because configuration interfaces and rule names vary widely between vendors, Echo360 recommends that institutional IT and security teams manage these exceptions centrally and test PointSolutions Desktop thoroughly after changes.

General Recommendations

Because each product has different terminology and UI, the exact steps will vary. In general:

• Add PointSolutions Desktop as a trusted application
  • Add the PointSolutions Desktop executable(s) as "trusted", "allowed", or "approved" applications.
  • If available, configure the product to trust the Echo360 code-signing certificate.
• Exclude PointSolutions Desktop directories from real‑time and on‑access scanning
  • Exclude the installation and data directories listed above.
  • For AI/behavioral tools, explicitly allow the behaviors PointSolutions Desktop needs (network communication, local data storage) within those paths.
• Adjust ML/heuristic/PUA rules for PointSolutions Desktop
  • For any PUA or ML-based detections associated with PointSolutions Desktop, create an exception so these detections do not result in blocking or quarantine.
  • Confirm that the exception is scoped carefully (e.g., to the PointSolutions Desktop binary and its known paths) and approved by your security team.
• Update and propagate central policy
  • Apply the updated configuration to all relevant security policies and confirm it has been pushed to all endpoints that run PointSolutions Desktop.

If you are not an administrator on your device, share this article with your institution's IT or security team so they can configure the environment correctly.

Configuration Recommendations

If you use antivirus or endpoint protection/EDR product and see PointSolutions Desktop being flagged, blocked, or terminated:

1. Review the detection details
   • Capture the detection or rule name (for example, "heuristic", "ML prediction", "behavioral rule", "unknown executable", or "PUA").
   • Confirm the flagged file is part of PointSolutions Desktop (using file path and digital signature where possible).
2. Add allowlist / exclusions
   • Add the PointSolutions Desktop executable(s) and directories to application/file/folder exclusions.
   • Where supported, configure rules to trust Echo360's signed binaries.
3. Consult your vendor's documentation
   • Look for configuration topics such as: "trusted applications", "application control exclusions", "behavioral rule exceptions", "ML/heuristic exclusions", and "PUA policy" or "reputation-based blocking".
4. Engage Echo360 Support and your security team
   • If PointSolutions Desktop continues to be blocked or terminated after exclusions are added, contact Echo360 Support and include:
     • Your antivirus/EDR vendor and product name
     • Version number
     • The exact detection name or rule ID
     • Any relevant log entries or screenshots
   • Your institution's security team may also be able to work directly with the vendor to classify PointSolutions Desktop correctly for your environment.

Getting Additional Help

If you continue to experience issues with PointSolutions Desktop that you suspect are related to antivirus, endpoint protection, or EDR software, please contact Echo360 Support.

To help us diagnose the issue quickly, include:

• Your Windows version
• PointSolutions Desktop version
• Antivirus/EDR product name and version
• Whether the product is AI/ML-based or "next‑gen antivirus/EDR" and, if known, whether the detection is signature-based or heuristic/behavioral
• Exact error messages, detection names, or rule IDs
• Relevant logs or screenshots that show the product blocking or terminating PointSolutions Desktop