Who is this article for?

All On-Premise Ideagen Quality Management IT staff with appropriate permissions.

Ideagen Quality Management Web Server and site accessis needed.

Customers may encounter issues where the Ideagen Quality Management Service is stopping. 

To make troubleshooting this issue easier to learn, this article is split into three sections so that you can either walk through the steps in sequence or you can jump to the section relevant to what you are finding:

1. Issue Experienced
2. Resolution
3. Further Reading

1. Issue Experienced

This section will explain what occurs when the customer is experiencing the issue.

The customer will have noticed the Ideagen Quality Management Service is stopping and Scheduled Tasks aren't completed. All other potential issues have been ruled out. It is found that antivirus software is causing the Ideagen Quality Management service to stop.

2. Resolution 

This section will provide the resolution for resolving the antivirus issue.

On the web server, have the IT department add exclusions for the following locations:

• Verify the document paths in Ideagen Quality Management under System Settings>Document Control or via the Database in the SY_Configuration table.
• Add all of the document paths as exclusions in the antivirus software.
• Also add an exclusion for the following folder: C:\Program Files\Ideagen Quality Management\Index (could be in a different path if moved for space).
• After this has been completed, go to Services and restart the Ideagen Quality Management service.

It may take several days to determine if a full resolution has occurred because of the timing of the scheduled tasks. 

3. Further Reading

This section will provide important links to further troubleshooting and resources.