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ESET interferes with Nuance Dragon Pro 16 resulting in crashed browsers


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Hey folks,

It seems I'm the only one on this forum with this particular problem. I just installed Nuance Dragon Pro 16 and Chrome/Edge/Firefox fail to open, or if they are open, become unresponsive. I have uninstalled all extensions and services that use the browsers and still no go. Even stopping as many ESET protective services as possible, the browser behavior continued. The only workaround I found is closing down Dragon. This immediately releases the frozen browsers without having to forcibly quit them.

When I uninstalled ESET completely, Dragon and browsers play nice together.

I'm on a Windows 10 PC that was behaving perfectly prior to installing Dragon.

Is there a way to tell ESET to let Dragon do what it needs to do without uninstalling it and looking for another AV package. I just purchased a 2 yr subscription to ESET, LOL!

Thanks,

Stu

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Unfortunately I was unable to find a trial version of Nuance Dragon Pro 16 so that I could try to reproduce it myself. Does the issue return as soon as you install ESET with default settings? Does temporarily disabling HIPS and rebooting the machine make a difference?

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Thanks Marcos, I have been troubleshooting for hours and I have a load of helpful information. But first..thank you so much for looking into this for me, AND, looking for a trial version of Dragon. 

If I switch off "Secure all browsers" under the Setup/Security tools menu, problem solved! Of course, now my browsers are no longer protected.

I looked into the Browser protection log file where 7,937 Dragon entries are listed. It seems there are 3 untrusted dlls that are causing my problem...

c:\program files (x86)\nuance\naturallyspeaking16\program\x64\dd10hook_x64.dll

c:\program files (x86)\nuance\naturallyspeaking16\program\x64\dgniedct_x64.dll

c:\program files (x86)\nuance\naturallyspeaking16\program\x64\nlutmgrhook_x64.dll

They are listed as Action:"Blocked", and Information:"Untrusted file"

The log file and it's 7k entries consist entirely of those 3 dlls!

Under the HIPS settings, I have tried Interactive Mode, Learning Mode, and Policy-making mode and none of these capture those hooks. CPU becomes taxed in ESET simply adding each hit to the log file, LOL

I have tried manually adding those 3 paths to Deep Behavioral Inspection as exclusions but that doesn't work either (clearly not the correct place to put these exceptions)

Sooooo, how do I change these 3 untrusted files to trusted ones?

Thanks !

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Thanks.

I have opened a ticket with tech support.

Marcos, surely there is a way for me to tell ESET to trust these dlls. Where do I go in the Settings sections to do that?

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On 2/21/2024 at 4:00 AM, StuK said:

They are listed as Action:"Blocked", and Information:"Untrusted file"

Post the Eset detection log entry for one of these detection's. I have never seen Eset block use of a file under untrusted criteria.

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For the time being, I suspect that if you disable Safe Banking & Protection Secured browser memory protection prior to playing this game, it should allow these .dlls to establish a "hook" into the browser. Just make sure you re-enable the protection after done playing your game.

Also now and in the future when this issue is fixed, you need to close the browser when done playing the game. This is to ensure these game .dll "hooks" have been cleared from browser memory space.

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1 hour ago, Marcos said:

As of v17.1, it will be possible to whitelist untrusted dlls in the advanced setup.

That's great news, Marcos! ESET is a great antiviral program and the support here is outstanding! 17.1 will be well worth the wait! Thanks for everything.

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54 minutes ago, itman said:

For the time being, I suspect that if you disable Safe Banking & Protection Secured browser memory protection prior to playing this game, it should allow these .dlls to establish a "hook" into the browser. Just make sure you re-enable the protection after done playing your game.

Also now and in the future when this issue is fixed, you need to close the browser when done playing the game. This is to ensure these game .dll "hooks" have been cleared from browser memory space.

Thanks itman! Not to sound like a commercial, but Dragon NaturallySpeaking is a voice recognition and transcription program that also allows me to control all my Windows apps, including web browsers, by voice. That's where the hooks come in.
Your point, however, is well taken. I will close down Dragon and resume full protection when I'm not dictating. Thanks for your help.

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