Cannot set an exception on a file

Avast Business
1

Running Avaast Businees Cloud Care. Virus Definition and Business Antivirus are up to date.

Problem is we have an Industrial Laser Engraver and Avast continues to grab the *.EXE file for the software and sends it to quarantine. I add an exception for it, and the exception is ignored. I send it for analysis also and have no idea of what happens to it, no feedback.

What do I need to do to get my exception to actually work?

2

Have you checked if the exeption path is visible on the client actually?
What shield is detecting it, file or behavior shield?
Did you try to create a local exception?