Quarrantined files can't be excluded for some reason

Hi there,

Endpoint Protection is quarrantining a file from one of my most used programs as it is being recognised as a 'heuristic virus'.  In the detection window, the option to exclude this file is greyed-out and I only have the option to clean or remove the file - which I can't do as it would prevent my software from working.

The software by the way is Wilcom EmbroideryStudio and combines Wilcom stitch software with the CorelDRAW Graphics Suite - so no dodgy software there. 

Anyone have any ideas please?

Thanks!