Access Denied error when trying to get into Matrix

We have had several agents that can sign into the SmartMLS website without a problem, and then get into all of the programs from within the Member Dashboard except for Matrix. When they click on Matrix, they get an Access Denied message.

This is not a browser-specific issue, as it happens to them from any web browser installed on their PC.

The issue originates from the F-Secure antivirus program that is provided to them by their internet service provider. We have seen it happen with Charter and Frontier customers already, and there may be other ISPs that provide it as well.

We have had success getting them into Matrix after they have uninstalled F-Secure.

If you encounter this issue but do not want to uninstall F-Secure, you can try adding Matrix as a safe website within F-Secure. 

Here are instructions on configuring safe sites within F-Secure:

https://community.f-secure.com/t5/F-Secure-SAFE/How-do-I-add-or-remove-website/ta-p/77902