Important System Update
We are aware that a number of Docman sites have been affected by an anti-virus software update and this is preventing access to the Docman application. To find out more information from Sophos click here.
We are aware that a number of Docman sites have been affected by an anti-virus software update and this is preventing access to the Docman application. Affected sites will see the below message.
Unhandled exception has occurred in your application.
Could not load file or assembly “PCTI.DBVB, version=220.127.116.11
System.IO.FileLoadException: Could not load file or assembly ‘PCTI.DBVB, Version=18.104.22.168, Culture=neutral, PublicKeyToken=null’ or one of its dependencies. Access is denied.
File name: ‘PCTI.DBVB, Version=22.214.171.124, Culture=neutral, PublicKeyToken=null’
Investigations indicate that this is being caused by the Sophos Antivirus / McAfee Antivirus product installed at Practices. Sites that have had a Sophos Anti Virus or McAfee update and a scan in the last 24 hours have incorrectly captured PCTI.DBVB as a threat. The Docman service desk are working with affected sites and local IT to remedy the problem as quickly as possible. The following fix is advised to be performed by local IT:
Add the following PCTI directory to the AV exclusion list
# = the drive letter of the share where the Docman programs and documents reside, this is normally H: or N:
Locate PCTI.DBVB.dll from a backup of the Docman programs server
Either Place or replace PCTI.DBVB.dll from the backup location into the live Docman programs directory (#:\PCTI\DOCMAN7\Programs)
This will then allow access to the Docman 7 client. If you are experiencing difficulties locating the file, call the Docman service on 0844 967 0 967 for assistance. Please note, we are currently experiencing high call volumes.
Our Docman Support teams ensure that all reported incidents are resolved as quickly and effectively as possible.
In the first instance we advise you to log your incident by using our self service portal below.
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