BankID broken with EIS v16.0.22.0

[StanleyES 0]

I assisted someone with EIS on their Win11 laptop accessing Handlesbanken bank.

Yesterday they were prompted to restart their laptop by Eset and afterward they could not longer login to the bank. Handlesbanken use BankID and a USB connected card reader for authentication. Each time the process would throw error as shown in image:

I tried the following:

1. Accessing Handlesbanken via BPP secured or non-secured browser
2. Turned BPP Off
3. Disabled EIS Firewall via the main "Firewall" on/off toggle in EIS > Setup > Network
4. Disabled HIPS
5. Updated BankID Application
6. Re-installed card reader drivers
7. They normally use Edge, so i installed and tried Chrome

None of the above worked so i uninstalled Eset and issue was gone. So it appears v16.0.22.0 is the culprit although not necessarily the BPP module. I then installed EIS v15.2.11.0 (the most recent offline installer i had to hand), edited the update profile to prevent EIS updating to v16.

BankID and Handlesbanken now working as normal.

I no longer have the laptop in front of me but thinking about it since i recall that sometimes Edge would prompt whether to allow BankID to be called, i guess Edge is treating it as a pop-up. I'm not certain but i'm now wondering if this prompt only appeared when v16.0.22.0 was NOT installed. Perhaps EIS v16 is blocking the prompt and thus the BankID application is not being called??

Would be good to hear if anyone else has had similar trouble or ideally any fixes. We are currently sticking to v15 and hoping Eset will soon provide a v16 fix.

 

[Marcos 5,074]

Does it work if you temporarily disable "Secure all browsers" in v16 or if you enable this setting in v15?

[StanleyES 0]

I did try disabling "secure all browsers" in v16 (it was actually the first thing i did when i noticed the green border around any browser) - it made no difference.

As to enabling secure all browsers in v15, i didn't try this and i can't now since i no longer have access to the laptop & card reader.

thanks

[Marcos 5,074]

I see there's an open support ticket with this issue. We're currently trying to narrow it down with the user so there are no updates on the progress yet.

P_ESSW-15734

[Pajen 0]

I can confirm this. 

Swedish bank SEB

It seems that Eset blocks Smart-card communications

[Marcos 5,074]

1 hour ago, Pajen said:

It seems that Eset blocks Smart-card communications

Do you have Device control enabled? If so, does temporarily disabling it and rebooting the machine make a difference?

[AndersN 0]

The issue seems to be related to the Gamer Mode, and how it handles programs running in full screen.

You can deactivate Gamer Mode by following this guide:
https://support.eset.com/en/kb2838-enabledisable-gamer-mode-in-eset-windows-home-products#prevent

Then BankID should work again.

[PFS 0]

I have a customer with the same problem. Disabling Gamer mode does not help.

 

Handelsbanken support had very helpfully removed all rollback files from the computer...

How do I download Internet Security version 15?

[Marcos 5,074]

23 minutes ago, PFS said:

I have a customer with the same problem. Disabling Gamer mode does not help.

Do you mean that disabling this setting didn't make any difference?

V15 is currently in limited support, ie. it will not receive updates for new versions of Windows 10 or Windows 11.

[Pajen 0]

On 11/5/2022 at 9:14 AM, Marcos said:

Do you have Device control enabled? If so, does temporarily disabling it and rebooting the machine make a difference?

Sorry but Bankid on Card still doesn't work in either settings

Edited November 7, 2022 by Pajen

[AndersN 0]

17 hours ago, PFS said:

I have a customer with the same problem. Disabling Gamer mode does not help.

I don't think I've heard of any case yet where the solution hasn't worked. Please call ESETs Swedish support office at: 0303-21 11 99 for assistance.

[Whitebarn IT Services 0]

did anything come out of this we have just come across it for a client , will have to issue a refund and take it up with our partner account manager otherwise 

[Marcos 5,074]

29 minutes ago, Whitebarn IT Services said:

did anything come out of this we have just come across it for a client , will have to issue a refund and take it up with our partner account manager otherwise 

Disabling the above setting should temporarily work around the issue until a new hotfix build of v16.0 becomes available.

[Whitebarn IT Services 0]

4 minutes ago, Marcos said:

Disabling the above setting should temporarily work around the issue until a new hotfix build of v16.0 becomes available.

you mean the thing that every reply says it doesn't work ?  we have disabled every part of eset , only when we completely uninstalled the product did it work !

[Marcos 5,074]

Please provide logs collected with ESET Log Collector for a check.

[StanleyES 0]

Someone asked where to download v15, you can do so here:

https://support.eset.com/en/kb2885-download-and-install-eset-offline-or-install-older-versions-of-eset-products

Scroll down to the drop down boxes where you can select the product and version:

Note that the most recent v15 version is 15.2.17.0 and according to the site below this was released in 22nd Aug 2022 and is in "Limited Support"

https://support-eol.eset.com/en/policy_home/product_tables.html

I'm not sure exactly what "Limited" means. Hoping Eset release a fix soon because my client is worried about using their Laptop but there is nothing i can do!

Marcos: Are we able to obtain earlier v16 versions that perhaps work OK and then block the automatic upgrading to v16.0.22? Unfortunately the download page above only allows the "latest" version with v16 to be downloaded.

 

[Marcos 5,074]

Most likely next week there will be a new hotfix of v16.0 which will also address this issue.We have made it available as early access for our forum users here: 

https://forum.eset.com/files/category/3-early-access/

[StanleyES 0]

I see v16.0.24 has been released - Should this fix the issue with BankID / Handlesbaken that i described?

I see the changelog states "FIXED: Issues with gamer block not allowing opening of Secured Window " and wonder if this is the fix.

Can anyone confirm if this has resolved the issue for them?

If so i will contact my client and give it a try.

thanks

[Marcos 5,074]

3 hours ago, StanleyES said:

Should this fix the issue with BankID / Handlesbaken that i described?

Yes, some users already confirmed that upgrading to the latest version resolved the issue.