# Firmware version of the VPN server to which you're connecting and the installed Pulse secure terminal service client (properties >> details)
As @zanyterp rightly pointed out, we are not seeing this crash on a clean/fresh deployment of Windows 10 machines.
When it comes to adding exclusions, please try to add the responsible executable (dsTermserv.exe) along with it's folder contents (folder + program exception), as there are many DLLs which will be used by that process, and still might be blocked by those AVs.
Please do let us know the results. Thanks
They are now asking me to:
Send us the full file path with all its child processes please and we will create the exclusion
Could you advise please?
Program Exclusion: "C:\Users\<Username>\AppData\Roaming\Pulse Secure\Pulse Terminal Services Client\dsTermServ.exe"
Folder Exclusion (as there are DLLs): "C:\Users\<Username>\AppData\Roaming\Pulse Secure\Pulse Terminal Services Client"
My Helpdesk has now advised:-
"we may be able to get this working on your Win10 machine by updating the compatibility options for the executable file"
Could you advise if this is necessary for Windows 10? If so then what files will have to be changed and do you have recommneded settings?
This issue is still present. We have set the exclusions as above and also tried W7 compatability mode without success, there's no proxy set at the time of testing either. My Help desk are just about out of ideas, could you suggest anything else we can check? Thanks