Antivirus and EDR (Endpoint Detection and Response) software can interfere with the DCA in several ways. Common symptoms include:

These detections are false positives. Print Tracker has been a data collection agent provider in this industry for 19 years. The DCA communicates outbound over HTTPS to Print Tracker's cloud infrastructure and uses SNMP locally to query printers.

The reason it gets flagged is that a data collection agent legitimately does several things that also appear in malware heuristics. Print Tracker:

Each of those behaviors is necessary for the product to function. Sharing this list with a security team is usually enough to get an exclusion approved, because it explains the heuristic match rather than just asserting the software is safe.
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Regardless of which security product is installed, add these exclusions. Use full paths for process exclusions wherever possible.

File and path exclusions:

Process exclusions (use the full path):

URL and domain exclusions:

All Print Tracker domains use port 443.

If your security platform doesn't support * in domain values here are the specific domains to be whitelisted:

Remote Technician is outbound only. It does not require an inbound firewall rule, a NAT rule, port forwarding, or customer-side port 7000. Outbound TLS on TCP 443 must permit WebSocket upgrades and long-lived connections. Security products that block or strip the HTTP Upgrade header, or that terminate long-lived connections, can prevent Remote Technician from working even when the domain is allowed.
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Sophos Central (managed and enterprise): Global Exclusions, Sophos Central Admin
Best practices: Using exclusions safely, Sophos Central Admin

Sophos Home (consumer): note that Sophos discontinued Sophos Home for new customers in early 2024. Existing users can add exclusions via Settings, then Exceptions, in the local Sophos Home client.

CrowdStrike's product documentation sits behind the customer login at https://docs.crowdstrike.com/, so the exact steps must be located by the customer's Falcon administrator.

Norton 360 (consumer and small business): Exclude files and folders from Norton scans, Norton Support

Norton keeps two separate exclusion lists and you need both: Items to Exclude from Scans and Items to Exclude from Auto-Protect, SONAR and Download Intelligence. Adding only the first is a common reason the DCA is still terminated after someone believes they have excluded it.

Local, via the Windows Security app: Add an exclusion to Windows Security, Microsoft Support

All methods (Intune, Group Policy, PowerShell, ConfigMgr): Configure custom exclusions for Microsoft Defender Antivirus, Microsoft Learn

On domain-joined machines, a local exclusion may be overwritten by policy at the next refresh. If the DCA is blocked again after working briefly, the exclusion needs to be set centrally in Intune or Group Policy rather than on the endpoint.

If the Print Tracker download page or installer URL is flagged by a browser, email filter, or web security gateway:

Adding an exclusion does not restore a file that was already quarantined. If the DCA was previously blocked:

If the DCA is still being blocked after the exclusions are in place, contact Print Tracker support. Mention the specific security product and version, and whether the problem is the installer, the running process, or the download URL. Support may be able to provide hash values or signing certificate details so the customer's security team can build a more precise exclusion rule.