Launching issue

Windows & MAC computers include a built-in firewall and most of them also have an additional antivirus installed.

1st check: authorise ProRealTime in your antivirus

  • Open the settings window of your antivirus software

  • Go to the feature(1) that allows you manage the list of authorised programs.

    (1) This feature can have different names depending on your antivirus program (ex: "Application control", "Application firewall", "Firewall", ...).

    If you can't find this feature in your antivirus program, contact their customer support department in order to find the appropriate settings.

  • Add the ProRealTime installation folder to the list of authorised programs.
    By default, it is installed at:

    • Windows: C:\Users\[Your-Windows-Username]\AppData\Local\IT-Finance
    • macOS: ~/Library > Application Support > IT-Finance
    • Linux: Home > [Your-Linux-Username] > .IT-Finance
  • Add an exception to exclude the folder mentioned above from shields and scans.
  • Display the instructions on the avast website

You should now be able to launch ProRealTime.
If you still can't launch ProRealTime, proceed to the next step.

2nd check: authorise ProRealTime in your operating system's settings

  • Select your operating system to display instructions on how to configure its application firewall.

    Windows

    macOS

You should now be able to launch ProRealTime.
If you still can't launch ProRealTime, proceed to the next step.

3rd check: allow the ProRealTime Internet adresses

  • Open the settings window of your antivirus software

  • Go to the feature(1) that allows you manage the list of authorised programs.

    (2)This feature is called different depending on your antivirus (ex: "Web Anti-Virus", "Trusted sites", "Exclude adress", "Exclude URL", ...).

    If you can't find this feature in your antivirus program, contact their customer support department in order to find the appropriate settings.

  • Add the following adresses to the list of authorised Internet adresses:

    http://*.prorealtime.com*

    https://*.prorealtime.com*

    http://*.it-finance.com*

    https://*.it-finance.com*

    Notice that you need to enter the adresses once with the "http" prefix and once with the "https" prefix.

    In some security softwares, you are required to specify a communication port instead of a prefix. If it is the case, allow the URLs on ports 80 & 443 (ex: *.prorealtime.com:80, *.prorealtime.com:443, *.it-finance.com:80, *.it-finance.com:443).

  • Add an exception to exclude the internet addresses mentioned above from shields and scans.
  • Display the instructions on the avast website

You should now be able to launch ProRealTime.
If you still can't launch ProRealTime, proceed to the next step.

Web browser

Try to launch ProRealTime from a different web browser than the one you are currently using.

If you only have one web browser installed on your computer, you can install another one for free.

ProRealTime recommends one of the following web browsers:

Firefox chrome You will be redirected to the installation page of the web browser (external website).

Still can't launch ProRealTime? We are here to help you!

  • If you get an error message with the option to "Send a report", please do so.
    Use the comment box to describe your problem and what you did to try to solve it, and then click on "Send report".
    We'll get back to you once we've analysed the issue.
  • If you don't have the option to send a report, contact us by email or phone.
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