jeffw00 0 Posted January 23 Share Posted January 23 My wife is a tax accountant using a number ThompsonReuters SW products. Whenever a program opens or accesses another program (stupidly frequently IMHO) it "phones home" to authenticate. Recently this has been taking 10 seconds, but 1 second with ESET paused. How do I troubleshoot or workaround this issue? Thanks! (Windows 10 Home, generic desktop PC, Otherwise clean, up-to-date, and running without issues). Link to post Share on other sites
Administrators Marcos 3,631 Posted January 23 Administrators Share Posted January 23 Does temporarily disabling protocol filtering in the advanced setup make a difference? Link to post Share on other sites
jeffw00 0 Posted January 23 Author Share Posted January 23 Thank You. That was a good idea but unfortunately didn't work. I also tried some of the other Internet-related high-level turnoffs also to no effect :-(. Please let me know if you have any other thoughts. Also - can you tell me if there's an easy way to keep ESET from starting up at all during boot-time? I have some reason to believe that the ESET pause is a false-flag because it doesn't -always- fix things. It's possible that the problem is ESET, and the turn-off doesn't always stop everything, but it's also possible there's something else going on. I tried disabling the startup in Task Manager but it won't let me. Thanks again! /j Link to post Share on other sites
itman 952 Posted January 23 Share Posted January 23 Are you using a VPN provider? Link to post Share on other sites
jeffw00 0 Posted January 23 Author Share Posted January 23 (edited) no, no VPN involved. it's an office-in-home - just a dumb switch and Verizon router (FiOS) Edited January 23 by jeffw00 Link to post Share on other sites
Administrators Marcos 3,631 Posted January 23 Administrators Share Posted January 23 Protocol filtering is the only thing in EAV that may affect network communication. Does the issue go away after uninstalling ESET? Could you try installing ESET Internet Security, activate a 30-day trial version and reproduce the issue with default EIS settings? Link to post Share on other sites
jeffw00 0 Posted January 24 Author Share Posted January 24 I was hoping to to have to uninstall it to eliminate it as a possible cause (to the satisfaction of thomsonreuters support) but I guess I don't have a choice. What would reproducing the issue (or not) with EIS demonstrate? Thanks /j Link to post Share on other sites
Administrators Marcos 3,631 Posted January 24 Administrators Share Posted January 24 EIS can generate advanced diagnostic logs for troubleshooting network-related issues. Link to post Share on other sites
itman 952 Posted January 25 Share Posted January 25 I also don't understand the issue here. I assume you're stating that that app has a 10 sec. delay upon opening. Is that a problem? Unlike a browser that is opened many times per day, I assume an app like this is opened just a few times per day; e.g. user logon time. Link to post Share on other sites
jeffw00 0 Posted January 25 Author Share Posted January 25 Since it also hangs up every time she tries to print to FileCabinet (related App) it actually stalls her dozens of times a day. If its was just on opening a few apps once a day I wouldn't be posting 🙂 Link to post Share on other sites
jeffw00 0 Posted January 25 Author Share Posted January 25 so we uninstalled ESET, and that didn't fix it - so we will look elsewhere now - thanks anyway 🙂 Link to post Share on other sites
itman 952 Posted January 25 Share Posted January 25 I would contact ThompsonReuters tech support. They might be able to shed some light on where the issue might be with Eset NOD32. It isn't network related since NOD32 does not have a firewall. Link to post Share on other sites
itman 952 Posted January 25 Share Posted January 25 1 hour ago, jeffw00 said: so we uninstalled ESET, and that didn't fix it - so we will look elsewhere now - thanks anyway 🙂 Most likely something to do with the Win firewall rules the product creates at installation time. Link to post Share on other sites
jeffw00 0 Posted January 26 Author Share Posted January 26 Unfortunately, completely disabling the Firewall also did not help. We've also found it happens on only 1 of 2 similarly configured machines that run the SW. It is the machine that has \\<machine_name>\ references to itself, which I wonder may be part of the issue. (the other machine has the same references, but they're to the aforementioned machine). We're going back to TR support. Link to post Share on other sites
jeffw00 0 Posted January 28 Author Share Posted January 28 TR support sent us a patch - not sure why they didn't give it to us earlier 😞 Thanks all for your help Link to post Share on other sites
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