OnOne Software Tech Says ESET Blocking Perfect Photo Suite

[Brian815 0]

I bought the program Perfect Photo Suite 8.5 standalone from OnOne Software and I spent close to 6 hours over 3 days trying to get it to work. I ended up speaking to a OnOne company TECH who said that it is my ESET Security Suite 7 blocking the Perfect Photo Suite 8.5 standalone version from working. I was told that many of their customers now have the same problem as of recently due to being blocked from ESET.

 

I came here because I like ESET too much to leave it, but I also want the photo management program to run that I paid for.

 

Any help would greatly be appreciated!  B)

Edited June 25, 2014 by Brian815

[Arakasi 549]

Hello,

 

Have you tried creating an exclusion for the application on the desired ports that it requires ?

 

As a test, change your firewall mode from Automatic, to either learning mode to see if it creates a rule, or interactive to see if it prompts you for the creation of a rule; let us know the results.

 

Also the OnOne software states that it is a good idea to disable your AV during installation.

With ESET i would disable protection and firewall, run your installation, then re-enable if installation is your primary issue at the moment.

hxxp://www.ononesoftware.com/support/1179/

[Marcos 5,070]

Do you get any alert from ESET when the block occurs? Does disabling web protection or firewall make a difference?

[Brian815 0]

Hello,

 

Have you tried creating an exclusion for the application on the desired ports that it requires ?

 

As a test, change your firewall mode from Automatic, to either learning mode to see if it creates a rule, or interactive to see if it prompts you for the creation of a rule; let us know the results.

 

Also the OnOne software states that it is a good idea to disable your AV during installation.

With ESET i would disable protection and firewall, run your installation, then re-enable if installation is your primary issue at the moment.

hxxp://www.ononesoftware.com/support/1179/

 

As much as I was against shutting off ESET firewall & AV during the install (not in fear of the OnOne software but rather anything else that might attack me) I did try that with no change in results. ESET has never given me an alert either to indicate that it is blocking anything during or after the install. I was directed through an email from the OnOne TECH staff to run a license.exe file that comes with their program install (found within the program files folder) which I did. That license.exe program is used to activate the program software without loading up the Perfect Photo Suite program itself. I tried using the license.exe program with my paid key and I got a Windows error saying that the program does not have permissions, but Windows give me no other information to go on how to correct it or what is blocking it. I have different user accounts on my computer and this was under the ADMIN user account. I even tried within Windows to drop down my user account privileges to the lowest level and still can't get the license.exe program to call home correctly outside my system. I really have no proof myself that ESET is blocking/cause it other than what the TECH me. It seems odd that he would tell me that ESET was the problem unless he knew for sure. This is very odd. 

Edited June 25, 2014 by Brian815

[Arakasi 549]

To rule out ESET, i would uninstall ESET and try to install your software.

 

In regards to privileges, you don't want to lower your privileges, but raise them.

Also, if its a permissions issue, i sincerely doubt ESET is at fault.

 

When you say you used the admin account. Is that an account that YOU created ?

If so, its not THE admin account, but your admin account.

[Marcos 5,070]

One more thing, you could try disabling HIPS and restarting the computer to confirm or deny that it's blocking certain operations that the application performs.

[Arakasi 549]

I agree with Marcos, try HIPS in learning mode, or disable as he suggested, followed by a reboot, and try to install again as well.

[Brian815 0]

One more thing, you could try disabling HIPS and restarting the computer to confirm or deny that it's blocking certain operations that the application performs.

 

As I look through the "advanced setup menu" for the first time, there are several spots where heuristics is mentioned. I assume that is HIPS?

 

Which settings exactly are you speaking about?

 

I just made an exception within the advanced menu system of ESET for both the install file .exe and also the directory that it creates & uses.

 

Now I will try to install it again with a fresh reboot.

Edited June 25, 2014 by Brian815

[Brian815 0]

Well that failed too as seen in this picture:

 

 

 

I have 3 user accounts on my Win7 system. Yes I created all 3 of them and have full rights as the ADMIN. I installed the Perfect Photo Suite 8.5 program while under the master/ADMIN account. It is from this same user account that I am trying to use the program so there should not be any problems in a perfect world. I know that I could uninstall ESET and try that but even IF that does correct my problem not being able to run the new software program I bought, it creates a much bigger problem for me because I refuse to trust anything but ESET as my systems protection. It is funny to read the error message suggest that I try to install the program again because over the past several days I have countless times along with downloading again from OnOne Software in hopes that maybe something has changes and a new copy might work.

 

Any other ideas?

Edited June 25, 2014 by Brian815

[Brian815 0]

Update:

 

I have been working with TECH help from OnOne trying everything that they ask of me. They have not yet given up and neither have I. 

[Brian815 0]

Here is the recent email I received from TECH help from OnOne Software:

 

 

Thanks for using onOne Software. We apologize for the frustration.  After investigating this issue we have discovered that it is isolated to users running ESET. This virus protection has been blocking our authentication licensing software that prevents piracy. We have two options for a solution. If you need further assistance with this matter contact ESET. 

 

Option 1:

Uninstall ESET,

Install Perfect Photo Suite 8 

Reinstall ESET. 

 

Option 2:

Open ESET go to Setup > Advanced Setup.  

In the dialog that comes up you'll want to expand Computer > Antivirus and antispyware > Exclusions

 

Click on the Add button and you'll need to select each of the .exe files listed:

C:\Program Files\onOne Software\Perfect Photo Suite 8\Perfect Photo Suite 8.exe

&

C:\Windows\SysWOW64\nlssrv32.exe

 

As a last ditch effort, I will uninstall ESET as they asked. I do believe that I already posted within this thread that I have tried creating exclusions through ESET for the complete OnOne Photo Suite 8.5 directory and also the .exe install program. Since that did not correct my problem, I fear that they might just be suggesting a fix that they have not yet proven to work. For this reason I will do a complete uninstall of my ESET software, then a computer reboot, CCleaner register clean, then another computer reboot before i try to install the OnOne Perfect Photo Suite 8.5 software. I do not have time to work on this today but I plan to work on it Sunday and I will post my results here when finished

Edited June 28, 2014 by Brian815

[Arakasi 549]

Thank you.

Please let us know if everything works ok after you uninstall eset.

However, keep in mind the exclusions you and the tech are referring to are exclusions for real time file protection which are threats unleashing on a disk level.

Your issue appears to be network related and the way to correct the blocks that are being done from ESET you would need to exclude the program from protocol filtering or similar as with web control you could or with smart security allow the software to communicate on its desired port by creating a firewall rule.

[Brian815 0]

Thank you.

Please let us know if everything works ok after you uninstall eset.

However, keep in mind the exclusions you and the tech are referring to are exclusions for real time file protection which are threats unleashing on a disk level.

Your issue appears to be network related and the way to correct the blocks that are being done from ESET you would need to exclude the program from protocol filtering or similar as with web control you could or with smart security allow the software to communicate on its desired port by creating a firewall rule.

I tried setting up rules for the program using ESET with the firewall in learning mode and a few other ways but none of those worked so I did uninstall ESET.

 

 GREAT NEWS! After I uninstalled ESET I was able to activate the OnOne Perfect Photo Suite 8.5 software just as their TECH said. After ESET was uninstalled and I tried to activate the OnOne software, my built in Windows 7 firewall asked me if I wanted to allow OnOne to access the internet. Of course I told the Windows firewall yes which I assume ESET uses to setup its rules during a new install. I now have ESET installed again and both seem to work together nicely.

 

It would be very nice to have ESET & OnOne work together to correct this problem so their customers do not have to (uninstall AV & Firewall protection) go through the wasted time & trouble I did. 

Edited June 29, 2014 by Brian815

[SweX 871]

my built in Windows 7 firewall asked me if I wanted to allow OnOne to access the internet. Of course I told the Windows firewall yes which I assume ESET uses to setup its rules during a new install. I now have ESET installed again and both seem to work together nicely.

Hi,  

 

AFAIK No, ESET does not use the Win firewall. I wonder if the Win firewall was ON during the time you had ESS installed(before you uninstalled it). The Win firewall should be turned off when you have ESS installed and let the ESS firewall do the business.

 

Though it shouldn't be the case I think, since afaik the Win firewall should get disabled automatically when you install ESS. But maybe it wasn't disabled for some reason and that's what caused this issue having two firewalls on at the same time. Or everything worked as it should, the Win firewall was auto disabled during install and got enabled automatically after you had uninstalled ESS again. I'm just thinking out loud about the possibilities that something went wrong that's all. But it's good to hear that you finally got it working  

Edited June 29, 2014 by SweX

[Arakasi 549]

What most likely happened was the default firewall mode, "automatic".

It probably needed to go into learning or interactive, which is how he described the windows firewall prompt.

 

Usually with programs that are blocked during automatic mode, or no rule has been created yet, forces you to manually create your own rule.

I have to do it all the time with Quickbooks.

The best way is to create an application rule using the desired port of the app.

[SweX 871]

Right. You do know more about this network stuff than I do, i'm just speculating 

 

""I tried setting up rules for the program using ESET with the firewall in learning mode and a few other ways but none of those worked so I did uninstall ESET.""

 

Yeah he says he tried learning mode but that didn't work either, unfortunately.

Ah well it's working now at least. Try and try again or how was it 

Edited June 30, 2014 by SweX

[Arakasi 549]

Your right, he did say that. I also recall quickbooks pos doesnt work in learning mode either.

[SweX 871]

Do you know why some programs refuses to work even if we try in learning mode?  

 

I never use learning mode myself, I usually switch to interactive and then back to policy-based mode.

Edited June 30, 2014 by SweX

[Arakasi 549]

Yes.

 

Leaning mode itself has a default policy for each type of traffic.

-Inbound traffic from the trusted zone.

-Outbound traffic to the trusted zone.

-Inbound internet traffic.

-Outbound internet traffic.

 

In order to make the learning mode work for you with applications that use specific network protocols you have to adjust the learning mode settings.

Advanced > Network > Personal Firewall > Learning mode

Edited June 30, 2014 by Arakasi

[Marcos 5,070]

In order to troubleshoot the issue, please let us know if disabling HIPS followed by a computer restart makes a difference. If not, narrow it down as follows:

1, in the ESS advanced setup, navigate to Personal firewall -> System integration, select "Personal firewall is completely disabled", restart the computer and try to reproduce the issue

2, start Windows in safe mode, rename the following drivers, one at a time, then boot to normal mode and try to reproduce the issue:

C:\Windows\System32\drivers\ehdrv.sys

C:\Windows\System32\drivers\eamonm.sys

 

Please let us know which of the steps solves the issue.

[Brian815 0]

 

my built in Windows 7 firewall asked me if I wanted to allow OnOne to access the internet. Of course I told the Windows firewall yes which I assume ESET uses to setup its rules during a new install. I now have ESET installed again and both seem to work together nicely.

Hi,  

 

AFAIK No, ESET does not use the Win firewall. I wonder if the Win firewall was ON during the time you had ESS installed(before you uninstalled it). The Win firewall should be turned off when you have ESS installed and let the ESS firewall do the business.

 

Though it shouldn't be the case I think, since afaik the Win firewall should get disabled automatically when you install ESS. But maybe it wasn't disabled for some reason and that's what caused this issue having two firewalls on at the same time. Or everything worked as it should, the Win firewall was auto disabled during install and got enabled automatically after you had uninstalled ESS again. I'm just thinking out loud about the possibilities that something went wrong that's all. But it's good to hear that you finally got it working  

 

No the Windows 7 firewall was not running while ESET was, it only turned on after I removed the ESET Suite from my computer and did a computer reboot.

 

Sorry for not previously marking this problem solved.

 

If anyone missed it problem fixed by:

 

1. Removed ESET Suite from computer

2. Reboot computer

3. Install OnOne Perfect Photo Suite 8.5 (prompt from Win7 firewall to allow program to call out - register) and told Win7 firewall yes.

4. Install ESET Security Suite  B)

 

Problem solved!

Edited July 1, 2014 by Brian815

[SweX 871]

I understand. No problem, but thanks for clarifying anyway. 

 

We are glad it's working for you.

[Arakasi 549]

Hello

Sure the problem is solved, but your steps are not actually solving the problem, its a workaround. Any future users of the software and ESET are going to hit the same hard wall.

 

However, i am definitely glad you are back on the road and moving along nicely with ESET and your OnOne software.

We will just need any future users to hopefully post here as well so we can continue where we left off.

 

Thanks for posting Brian !!! Welcome to the forums, feel free to stick around.