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GuideConnect Modules Not Loading When Norton Antivirus Is Installed

How to resolve GuideConnect loading issues caused by Norton Behavioral Detection and SafeCam protection features.

Some GuideConnect users who have Norton Antivirus installed may experience issues when attempting to access certain modules within the application. Common symptoms include modules such as Settings failing to open, loading indefinitely, or appearing unresponsive.

This behaviour is typically caused by Norton's Behavioral Detection and SafeCam security features blocking essential GuideConnect processes that are required for modules to load correctly.

Symptoms

You may encounter one or more of the following issues:

  • The Settings module does not open.
  • Certain GuideConnect features fail to load or respond.
  • Modules appear to hang during loading.
  • GuideConnect launches successfully, but some functionality is unavailable.

Cause

Norton's security protections can incorrectly identify GuideConnect components as suspicious activity and prevent them from running normally.

In particular:

  • Behavioral Detection may block GuideConnect processes from launching or interacting with required components.
  • SafeCam may restrict access to resources required by GuideConnect modules.

When this occurs, GuideConnect cannot load all required components, resulting in missing or inaccessible modules.

Resolution

To resolve this issue, add GuideConnect's executable files to the exclusions/allow lists in both Norton's Behavioral Detection settings and the SafeCam module.

Required Exclusions

Ensure the following files are excluded:

  • guide.exe
  • runguide.exe
  • SAM.exe

Adding exclusions for all three executables helps ensure complete protection from Norton-related blocking and allows GuideConnect to function correctly across all modules.

Important Notes

  • Exclusions should be configured in both the Behavioral Detection and SafeCam sections of Norton.
  • Applying exclusions to only one module may not fully resolve the issue.
  • After adding the exclusions, restart GuideConnect and verify that affected modules load correctly.
  • If problems persist, restart the computer after applying the exclusions.

This article was last updated 21/10/2026.