Why did my antivirus quarantine or delete Dashlane?
On some occasions, your anti-virus software may mistakenly identify a Dashlane file or process as suspicious, as a risk or even a threat, and delete the file. This can happen after we release a new update, add new features or improve some of our functionalities.
Dashlane has been detected as a threat. What is happening?
We are working with anti-virus publishers in order to ensure that fewer false positives appear in the future with Dashlane. Despite all the tests we run before each new update, it is unfortunately possible that an anti-virus software blocks Dashlane and that we only discover it after our update has been released.
This may also happen because of how our application works: all your data are ciphered securely; we install extensions in your browsers to make it possible to fill information directly on the web; data can be synced to our servers and to multiple devices; etc. All those activities are typically considered suspicious by anti-viruses.
Some anti-viruses may also consider us as a threat because they use many different detection systems in order to find new threats on the Internet, and some of these detection algorithms are based on a popularity index for the application among their user community. As our application is still relatively new, our popularity index is sometimes considered low for the anti-virus publishers, which is why Dashlane can be mistaken as a suspicious application.
What should I do?
Please configure your anti-virus so that it does not block Dashlane anymore or disable it before installing or upgrading Dashlane if you are experiencing issues.
You can also report the false positive to your anti-virus software publisher. This way, you will help them improve their detection system and help other Dashlane users so that they do not get this problem anymore.
How can I make Dashlane work again?
- In order to make Dashlane work again, try restoring the files that have been quarantined first. To do this, go to the quarantine section of your anti-virus software, then put Dashlane in the white list and replace the files that have been quarantined. Here is more info on this if you are using a Norton product: Restoring an item from the Quarantine
The following files have already been reported as being quarantined by some anti-viruses:
(Note that the stars in the file name will actually be replaced by the number of the Dashlane version that is installed on your computer.)
If you see one of these files in your Quarantine, please restore it to make Dashlane work once again.
- Otherwise, try disabling your anti-virus software and reinstalling Dashlane. This should repair the missing file.
- If your anti-virus software has deleted some of the components of our browser extensions, hence making the extension icon grayed out or ineffective, please close all your browsers and reinstall the browser extensions from the Dashlane main window. For more information on this, please refer to this page: How to check the Dashlane extension in your browser
After Dashlane is installed, you will need to configure your anti-virus to ignore or accept Dashlane.
How to use Dashlane with Webroot Secure Anywhere
For Webroot Secure Anywhere, there’s an Identity Shield tab in the settings; inside is a checkbox called Prevent programs from accessing protected credentials. It has to be disabled in order for Dashlane to work.
If there is not Identity Shield tab in the settings, go to Identity Protection → Application Protection and make sure that you check Allow for all Dashlane files. This option might have been set to Deny before.
Finally, restart your computer and Dashlane will work!