We did verify that after moving our archive database attached storage from our Win 10 based HEYEX 1 camera to a win 7 based HEYEX 1 camera that our data loss stopped.  We had seen as much as 50% of the patients seen in a day have data issues, and the data is completely gone, deleted from both archive and main data.  

This is the email they released on Thursday of last week:

WARNING: Please Read This Important Notice
 
We are reaching out to all HEYEX Windows 10 Customers with an important notice regarding the archiving function. The latest updates for the anti-malware client version of Microsoft Windows Defender Antivirus, software version 4.18.1908.7 (September 2019) and later versions, may have an unexpected impact on the archiving of patient data within a networked environment.
 
YOU ARE NOT AFFECTED IF YOU have defined an exclusion list within the Defender Antivirus software, as outlined in Chapter 3 of the “HEYEX Network and Administrator Guide”. There is NO risk to your data. 
 
YOU ARE AFFECTED IF YOU have NOT defined an exclusion list in Defender Antivirus software, please continue to read this important notice.

When does the problem occur?
The loss of data only occurs if you have updated and activated Microsoft Windows Defender Antivirus, without the defined exclusions, and then use the HEYEX archiving function. ONLY images archived after the update are affected.
 
Is my data at risk?
 
Your data is at risk ONLY if you are using the HEYEX platform and ALL of these conditions apply:
• You have not defined an exclusion list within the Defender Antivirus software, as outlined in Chapter 3 of the "HEYEX Network and Administrator Guide and;
• You have installed Microsoft Windows Version 10.X (one of the versions) on the PCs of your viewing and capture stations and;
• You have Microsoft Windows Defender Antivirus enabled and updated in September 2019 or later and; 
• Your patient data is stored in a remote location or on the network (SMB share) and;
• You archive your patient data with the HEYEX archiving function on a different computer than the one on which the patient data is stored.
There is NO risk to your data if at least ONE of these conditions apply:
• You have defined an exclusion list within the Defender Antivirus software as outlined in Chapter 3 of the "HEYEX Network and Administrator's Guide” or;
• You have NOT updated or enabled Microsoft Windows Defender Antivirus, or you are using another antivirus software or;
• You have already purchased or upgraded to HEYEX 2 (HEYEX 2 is not affected by this problem) or;
• You're running Windows 7 or an earlier version of Windows or;
• You archive patient data using the HEYEX archiving function on the same computer where your patient data is stored or;
• You have a standalone installation (no network installation) or;
• You do not archive your data with the HEYEX archiving function.
What should I do if I have already activated Microsoft Windows Defender Antivirus and the above conditions apply?
 
Add the HEYEX-specific folders to the Microsoft Windows Defender Antivirus exclusion list as described in the attached PDF or disable Microsoft Windows Defender Antivirus on the machine where you are archiving (at least for the duration of archiving).
 
What should I do if data has already been corrupted?
 
Do not archive any data with the HEYEX archiving function and contact technical support at the email or number below. It is NOT possible to repair images if they were damaged after the last update of Microsoft Windows Defender Antivirus.
 
Is there anything else that I need to do?
 
Please distribute this information to all persons in your institution or other institutions for whom it may be relevant. If you are unsure whether this information applies to your data, do not archive any data with the HEYEX archiving function and contact technical support at the email or number below.
 
How will Heidelberg Engineering ensure that future Microsoft updates do not impact the HEYEX archiving function?
• We have outlined how to define an exclusion list in the HEYEX Networking and Administrator Guide to guard against unexpected consequences of Microsoft updates on HEYEX.
• We have already contacted Microsoft to reduce the risk of data loss after the next update of Microsoft Windows Defender Antivirus.
• We are planning a software update for HEYEX that will help guard against unexpected consequences of future Microsoft updates.
• We will inform you as soon as an update is available.
For instructions on how to configure Microsoft Windows Defender Antivirus to exclude HEYEX from scanning or to check the version of Microsoft Windows Defender, please download these instructions.
 
We apologize for any inconvenience resulting from this matter. If you have any further questions, please do not hesitate to contact us at TechnicalServices@HeidelbergEngineering.com or by phone at (800) 931-2230, Option 2, then Option 4.

We thank you in advance for your cooperation.

Kind regards,

 

Ram Liebenthal
General Manager
 
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