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How to update the HotDoc Connector with ThreatLocker Installed

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Question

Our practice has ThreatLocker security software installed and we are experiencing issues with our HotDoc Sidebar/Connector updating. How do we solve this?

 

Solution

We recently completed an update to the HotDoc Connector, which is being blocked by ThreatLocker security software, specifically at the step involving the node.exe file which is preventing the update from completing. 

To resolve this issue so that you can continue seamlessly using HotDoc, please send these instructions to your IT provider to complete steps 1 and 2. 

 In this article:



1. Grant permission to node.exe

Below are the steps to grant permission for node.exe in ThreatLocker and prevent it from blocking the update. There are 3 different options that you can try:

Option 1: Enable Learning Mode via the Application

  1. Log in to the ThreatLocker management portal.
  2. Go to the "Applications" section and choose to create a new application or edit an existing application.
    1. Choose the right permissions for your setup.
      entire.png

  3. Configure Learning Mode:

    1. Set a start and end time for Learning Mode to 1 hour, to allow the update.

    2. Make sure installed and executable files are tracked, under 'What method do you want to use to track files' select Track installed and executed
      657cb83d-bf06-4fe9-be4f-cd99b3526cda.png

 

Option 2: Enable Learning Mode for Specific Machines

  1. Log in to the ThreatLocker management portal.
  2. Find the machine running the connector.
  3. Select 'Learning' mode for that machine directly.

    6ad2b924-66ba-4a74-b05e-6b51673f57b2.png

 

Option 3: Whitelist the node.exe file by adding it to ThreatLocker Allowlist

  1. Open the ThreatLocker management console.
  2. Go to the Approval Center.
  3. Find the blocked node.exe file n the Approval Center.
  4. Click on Approve to allow it.

    5d118dd7-55b5-4fe3-a0f5-ededc2912315.png

 

2. Restart HotDoc Manager and Updater Service

Once you've tried the options above to ensure that ThreatLocker won't block the update, the next step is to restart the HotDoc Updater Service to complete the process. Follow the steps below to restart the service:

  1. On your Windows taskbar, next to the start button (this may look slightly different depending on the Windows version you are running) type in 'Services' in the search field and Open the 'Services' App.

    servuces.png

  2. Scroll down and locate the HotDoc Manager service:

  3. Scroll down and locate the HotDoc Manager service:
    1. Right-click on HotDoc Manager Service and select restart or start OR click on HotDoc Manager Service to select it and then click "Start the service" (shown above)

    2. Scroll down and locate the HotDoc Updater Service and select restart or start OR click on HotDoc Updater Service to select it and then click "Start the service".

      Screen Shot 2020-03-03 at 3.11.46 pm.png
  4. Reopen the Sidebar and try logging in again.
  5. Once you've complete this, please let a member of our Support team know so our team can monitor the update.

 

 

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