Keep getting "Failed - virus scan failed" on any document through Copilot or Chrome

Question

I cannot download any document or image when using ChatGPT Chrome or even when generated with Copilot within Word. ChatGPT downloads work when using Firefox.

I have followed the suggestions fix the registry settings and have temporarily shut down Norton AV, etc but this has no effect. I'm not sure now whether it's Windows thing or a Google Chrome thing but it's now impacting productivity,

Answer 1

Hello, thank you for reaching out to Microsoft Q&A.

If you have already changed the "ScanWithAntivirus" registry value data to 1 at:

Computer\HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\Attachments

then please try adjusting your Internet security settings by following these steps:

1. Press Windows + R, type inetcpl.cpl, and click OK.
2. Go to the Security tab, then click Custom Level.
3. Scroll down to the Downloads section, locate File download, and set it to Enable.
4. If File download is already enabled, scroll further down and find Launching applications and unsafe files, then set it to Prompt (recommended).

After making these changes, try downloading the file again and check if the issue is resolved.

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If you are still having issues,

Create a new local user profile and see if you can download your files there. To do that,

Click Windows + R key, type netplwiz, and click ok.

Select Add > Sign in without a Microsoft account (Not recommended) > Local account.

Temporarily create a new user profile and log in to that profile.

Open edge or Chrome (if installed), download your files online.

Let me know if you are able to download them on new user profile.

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