fix anti-virus blocking outlook emails

Fix Anti-virus Blocking Outlook Emails

How To Troubleshoot Your Anti-virus When Outlook Emails Aren’t Sending or Receiving

In our previous article How To Troubleshoot Outlook Email Client, we guide you through all the steps to take to get your Outlook emails to send and be received again. These steps ranged from checking your internet connection to checking DNS records.

Sometimes, none of these resolve your email issue because your anti-virus is actually the culprit. This article walks you through the steps to check if your anti-virus is blocking your emails and how to resolve it.

For each anti-virus brands the procedure is the same:

  1. temporarily disable your anti-virus,
  2. test emails,
  3. re-enable anti-virus,
  4. whitelist Outlook.

Contents

  1. ESET
  2. Bitdefender
  3. AVG
  4. Avira
  5. Avast

ESET

1. Disable anti-virus

Temporarily disable your anti-virus to begin the troubleshooting process

1. Click the upward facing arrow on the taskbar and right-click on the ESET icon.

ESET taskbar icon

2. Click “Pause Protection” and “Pause Firewall (Allow all traffic)”.

eset pause protection and firewall

3. Select “Yes” on the User Access Control (UAC) dialog box.

yes eset user account control

2. Test emails

Now, open Outlook.

1. Navigate to File

outlook menu file tab

2. Navigate to Account Settings

outloook account information

3. Select the problematic account
4. Click on the “Change” button. This’ll bring up the email account in question’s email settings

outlook account settings

5. Click on the “Test Account Settings” button to see if you’re able to connect to the email server and if the test email is sent.

Outlook test account settings

If the test fails, then your anti-virus is not the problem.

3. Re-enable anti-virus

To re-enable the anti-virus and firewall, follow steps 1. a to c.

4. Whitelist email client

  1. Open ESET by clicking on the start menu item and typing ESET.
  2. Click on Setup in the left-hand menu.
  3. Click on Advanced Setup.
  4. Navigate to “Web and Email” displayed in the left-hand menu.
  5. Click on the “Email client protection” sub menu client to view the anti-virus settings.
    • Email Clients Slider menu
      1. Disable Integrate into ‘Microsoft Outlook
      2. Disable Received email, Sent email and Read email
    • Email Protocols
      1. Disable email protection by protocol filtering
      2. Ensure that IMAP ports 993 & 143 are added to the “Ports used by IMAPS protocol
      3. Ensure that POP3S ports 995 & 110 are added to the “Ports used by POP3S protocol
  6. Click on the “OK” button.
  7. Test if you’re able to send and receive emails. If not, kindly refer to our guide: How To Troubleshoot Outlook Email Client to find the cause.

Bitdefender

1. Disable anti-virus

Temporarily disable your anti-virus to begin the troubleshooting process

1. Click on the upward facing arrow on the taskbar and right-click on the Bitdefender icon.

Bitdefender icon taskbar

2. Click “Show” to open Bitdefender

show Bitdefender

3. Navigate to the “Protection” menu on the right-hand side of the screen.

Bitdefender Protection tab

4. Click on the “Firewall” toggle switch to disable the firewall.
5. Click on the “Antispam” toggle switch.

Bitdefender Protection tab antispam toggle

2. Test emails

Now, open Outlook.

1. Navigate to File

outlook menu file tab

2. Navigate to Account Settings

outloook account information

3. Select the problematic account
4. Click on the “Change” button. This’ll bring up the email account in question’s email settings

outlook account settings

5. Click on the “Test Account Settings” button to see if you’re able to connect to the email server and if the test email is sent.

Outlook test account settings

If the test fails, then your anti-virus is not the problem.

3. Re-enable anti-virus

To re-enable the anti-virus and firewall, follow steps 1. a to c.

4. Whitelist email client

  1. Open BitDefender by clicking on the start menu or Windows icon and typing Bitdefender.
  2. Navigate to the “Protection” menu on the right-hand side of the screen.
  3. Click on the “Settings” button.
  4. Under the “Rules” tab, scroll down the list until you find Outlook.
    • If you’re unable to make any changes in this list, kindly ensure that the firewall toggle switch is active and is on.
  5. Scroll down until you see “outlook.exe” and ensure that the:
    • Protocol is on “Any
    • Traffic is on “Both
    • Ports is on “Any
    • IP is on “Any
    • The “Access” toggle switch is activated.
      1. If your settings are not as mentioned, then click on the “” to bring up a menu and click on “Edit rule”.
Bitdefender firewall rules Outlook

2. Edit the rule accordingly and click on the “Save” button.

Bitdefender firewall rule edit window


6. Test If you’re able to send and receive emails. If not, kindly refer to our guide: How To Troubleshoot Outlook Email Client to find the cause.


AVG

1. Disable anti-virus

Temporarily disable your anti-virus to begin the troubleshooting process

1. Click on the upward facing arrow on the taskbar and right-click on the AVG icon.
2. Click on the “Protection is On” toggle button.

AVG Protection On toggle

3. Click on the “OK, STOP” button on the pop-up

AVG component stop OK, STOP

2. Test emails

Now, open Outlook.

1. Navigate to File

outlook menu file tab

2. Navigate to Account Settings

outloook account information

3. Select the problematic account
4. Click on the “Change” button. This’ll bring up the email account in question’s email settings

outlook account settings

5. Click on the “Test Account Settings” button to see if you’re able to connect to the email server and if the test email is sent.

Outlook test account settings

If the test fails, then your anti-virus is not the problem.

3. Re-enable anti-virus

To re-enable the anti-virus and firewall, follow steps 1. a to c.

4. Whitelist email client

Windows search AVG
  1. Open AVG by clicking on the start menu or Windows icon and typing AVG.
  1. Click on the “Web & Email” icon/button.
AVG antivirus protection window web and email

3. Click on the “Email Shield” toggle button.

4. Select the duration to disable.

AVG how long should email shield be turned off?

5. Click the “OK, Stop” button on the pop-up.

AVG component stop OK, STOP

6. Click on the “Enhanced Firewall” button.

7. Navigate to “Microsoft Outlook” and click on the 3 vertical dots on bring the side menu and click on “Show app rules”.

AVG Microsoft Outlook firewall rules

8. Add new rules by clicking on the “ADD NEW RULE” button and select TCP/UDP protocol.

  1. Create rules for the following ports based on the “Default Rule” or “Internet Out” rule:
    • SSL Ports
      • IMAP Port: 993
      • POP3 Port: 995
      • SMTP Port: 465
    • Non-SSL Ports
      • IMAP Port: 143
      • POP3 Port: 110
      • SMTP Port: 465
AVG Microsoft Outlook new rule

10. Test if you’re able to send and receive emails. If not, kindly refer to our guide: How To Troubleshoot Outlook Email Client to find the cause.


Avira

1. Disable anti-virus

Temporarily disable your anti-virus to begin the troubleshooting process

1. Click on the upward facing arrow on the taskbar and right-click on the Avira icon.

Avira taskbar icon

2. Click on “Turn off real-time protection” and select a duration.

Avira turn pf real-time protection

3. Select “Yes” on the User Access Control (UAC) dialog box.

Grant admin rights to Avira Antivirus

2. Test emails

Now, open Outlook.

1. Navigate to File

outlook menu file tab

2. Navigate to Account Settings

outloook account information

3. Select the problematic account
4. Click on the “Change” button. This’ll bring up the email account in question’s email settings

outlook account settings

5. Click on the “Test Account Settings” button to see if you’re able to connect to the email server and if the test email is sent.

Outlook test account settings

If the test fails, then your anti-virus is not the problem.

3. Re-enable anti-virus

To re-enable the anti-virus and firewall, follow steps 1. a to c.

4. Whitelist email client

Avira makes use of the default Windows Firewall, you can follow the steps below to whitelist outlook.

windows search Avira
  1. Open Avira by clicking on the start menu or Windows icon and typing Avira.
  2. Click on the “Security” tab on the left of the GUI.
  3. Click on the “Firewall” card.
Avira Security firewall card

4. Click on the “Advanced Settings” hyperlink.

Avira firewall advanced settings

5. Click on “Yes” for the UAC.

Avira Security make changes to your device

6. Click on “Inbound Rules”, then on “New Rule…”. You’ll find it on the right-hand side under the actions side menu.

Avira new firewall rule

7. Select program and click on the “Next” button.

Avira firewall rule type
  1. Click on the “browse…” button and navigate to the Outlook application
    • Outlook is generally installed in the following paths C:\Program Files (x86)\Microsoft Office\root\Office16\outlook.exe or C:\Program Files\Microsoft Office\root\Office16\outlook.exe
Avira firewall program path
  1. Click on Next.
  2. Select “Allow the connection”.
Avira firewall allow the connection

11. Leave the profile on default selection and press the “Next” button.

Avira firewall profile settings

12. Name the rule e.g., MS Outlook.

Avira firewall new rule name

13. Navigate to “Outbound Rules” in the right-hand side and then on click on “New Rule…” on the right-hand side under the actions side menu.
14. Select the “Port” radio button and click on the “Next” button.

Avira firewall port
  1. Enter the ports below followed by a comma (,) after every port and click on next:
    • SSL Ports
      • IMAP Port: 993
      • POP3 Port: 995
      • SMTP Port: 465
    • Non-SSL Ports
      • IMAP Port: 143
      • POP3 Port: 110
      • SMTP Port: 465
Avira firewall TCP ports

16. Select “Allow the connection” and press “Next”.

Avira firewall allow the connection

17. Leave the profile on the default selection then press the “Next” button.

Avira firewall profile settings

18. Name the rule e.g., MS Outlook.

Avira firewall new rule name

19. Test if you’re able to send and receive emails. If not, kindly refer to our guide: How To Troubleshoot Outlook Email Client to find the cause.


Avast

1. Disable anti-virus

Temporarily disable your anti-virus to begin the troubleshooting process

1. Click on the upward facing arrow on the taskbar and right-click on the Avast icon.

Avast taskbar icon

2. Click on “Avast shields control” and select a duration.

Avast shields control

3. Select “Ok, Stop” on the User Access Control (UAC) dialog box.

Avast confirmation stop all shields

2. Test emails

Now, open Outlook.

1. Navigate to File

outlook menu file tab

2. Navigate to Account Settings

outloook account information

3. Select the problematic account
4. Click on the “Change” button. This’ll bring up the email account in question’s email settings

outlook account settings

5. Click on the “Test Account Settings” button to see if you’re able to connect to the email server and if the test email is sent.

Outlook test account settings

If the test fails, then your anti-virus is not the problem. Kindly refer to our guide: How To Troubleshoot Outlook Email Client to find the cause.

3. Re-enable anti-virus

To re-enable the anti-virus and firewall, follow steps 1. a to c.

4. Whitelist email client

Avast windows search

1. Open Avast by clicking on the start menu or Windows icon and typing Avast.
2. Click on the “Protection” tab present in the left-hand menu.
3. Click on the “Firewall” button.

Avast antivirus protection tab firewall card

4. Click on the “Apps” tab.
5. Navigate to “Microsoft Outlook” and click on the 3 vertical dots then on “Show App Rules”.

Avast firewall app rules

6. Click on the “Add New Rule” Button.

Avast add new rule
  1. Select TCP/UDP protocol.
  2. Create rules for the following ports based on the “Default Rule” or “Internet Out” rule:
    • SSL Ports
      • IMAP Port: 993
      • POP3 Port: 995
      • SMTP Port: 465
    • Non-SSL Ports
      • IMAP Port: 143
      • POP3 Port: 110
      • SMTP Port: 465
AVG Microsoft Outlook new rule

9. Test to see if you’re able to send and receive emails.
10. If your emails are still not working, navigate back to the “Protection” tab present in the left-hand menu.
11. Click on the “Core Shields” button.

Avast antivirus protection core shields card

12. Disable the “Mail Shield” using the toggle button.

Avast mail shield toggle

13. Select the disable duration.

Avast how long should Mail Shield be turned off?

14. Test if you’re able to send and receive emails. If not, kindly refer to our guide: How To Troubleshoot Outlook Email Client to find the cause.


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