Software known to interfere with Isabel 6

Document ID: 22784
Modified: 18/10/2019

Resolution:

Certain software might affect the proper functioning of your browser and/or secure communication between your computer and the Isabel servers. Please find below a list of software known to cause issues. Also, if there are any other SmartCard readers connected to the computer (other than the Isabel PPR), disconnect them.

After applying the temporary workaround you are advised to contact the software manufacturer to provide a permanent solution and/or to improve the software.

Security applications: antivirus, antispyware, firewall,...

Possible issues:

  • The Isabel 6 Signing window does not appear (or slowly) when you try to sign a transaction.
  • The Isabel Security Components installer is unable to complete the installation.
  • When the Isabel certificate is installed, Internet Explorer fails to function.
  • Uploads to Isabel 6 are blocked or fail.
  • The Isabel login process stops at the "Redirecting ..." page.
  • The page cannot be displayed.

Solution:

Temporarily deactivating or uninstalling the security software resolves these issues. Adding the blocked Isabel components or *.isabel.be & *.isabel.eu to the exception list / whitelist might also resolve the issue with this software solution. Contact your software supplier to report the issue and receive a permanent solution.

Some examples:

If you are unable to execute the following instructions or if you are using a version configured by a system administrator (Endpoint configurations), please contact your IT to make the necessary changes.

Avast
  1. Disable HTTPS Scanning in Web Shield

    • CLick on "Menu" - "Settings"


    • Choose "Protection" - "Core Shields"


    • Scroll down and open "Web Shield" in "Configure Shield settings".
      Disable "Enable HTTPS-scanning".




  2. If the previous step doesn't work, disable the Web Shield
AVG

AVG 2016/AVG CloudFlare

(AVG CloudFlare's security policy is usually managed in the cloud by a system administrator, however the SSL/HTTPS scanning function can be managed by the client)
  • Open AVG Internet Security
  • Click Options -> Advanced Settings.
  • Click Web Browsing Protection -> Online Shield -> Expert Settings.
  • Uncheck Scan encrypted (TLS and SSL) network traffic.

 

AVG Internet Security 2018

  • Open the main AVG interface
  • Click on "menu" - "Settings
 
  • In the menu on the left, click on "Components"
 
  • Click on "Customise" next to "Web Shield"
 
  • Disable "Enable HTTPS scanning"
 
  • Click OK
 
 
 
Alternatively you can also add the Isabel websites to AVG's exceptions.
  • Open the main AVG interface
  • Click on "menu" - "Settings
  • In the menu on the left, click on "Components"
  • Click on "Customise" next to "Web Shield"
  • Click on "Exclusions"
  • Add *.isabel.eu* and *.isabel.be* in 'URLs to exclude'
 

AVG AntiVirus Free 2019

  • Open the main AVG interface
  • Click on "menu" - "Settings"
  • In the menu on the left, click on "Basic Protection"
  • Click on "Customise" next to "Web Shield"
  • Disable "Enable HTTPS scanning"
  • Click OK
Bitdefender

Turn off Scan SSL feature: The solution of Bitdefender shows how to disable all modules in Bitdefender 2018. It is sufficient if you only disable the function SSL scan.

If you are unable to disable this feature, or if you are using a version configured by a system administrator such as Bitdefender Security for Endpoints, please contact your IT to make the necessary changes. 

Carbon Black

If you encounter issues to login in Isabel 6 using Carbon Black, you can email the technical support team of Carbon Black: support@carbonblack.com

https://www.carbonblack.com/resources/support/

ESET NOD32 / ESET Internet Security / ESET Smart Security

Add the website of Isabel in the List of known certificates.

  1. Click on setup > advanced setup (F5) > web and email > SSL TLS
  2. Click on List of known certificates > Edit
  3. Click on Add
  4. Next to "Import certificate:" select URL
  5. Add isabel.be and isabel.eu
  6. click OK (3 times)

If the issue is not solved, disable SSL/TLS protocol filtering

Fortigate Firewall Fortinet 50b and 60b v. 3.00-b0662 MR6 Patch1 (Link to Bankit isn't displayed)

When starting Isabel 6 eBanking, the link to the Bankit application is not shown.

Solution

Upgrade the firmware
The problem appears with firmware version : 3.00-b0662 (MR6 Patch1)
The problem is solved with firmware version : 4.0.2,build0099,090407

F-Secure

Possible error: "Your device could not establish a secure connection"

Turn Banking protection off:

  1. Open F-Secure
  2. Click Settings
  3. Select the Banking protection tab on the left pane and slide the slider to the 'OFF' position
  4. Click OK to apply
IBM Trusteer

Incorrect Characters are displayed when using keyboard.

Security programs use character replacement to prevent malware from seeing what you type. If this feature is active in more than 1 security program, characters will not appear correctly.

To disable this feature in IBM Trusteer:

  1. Open the Rapport Console: Click the Start-button > All Programs > Trusteer Endpoint Protection > Trusteer Endpoint Protection Console.
  2. Click the arrow at the bottom-right corner of the console.
  3. In the Security Policy area, click Edit Policy.
  4. Enter the letters as they are shown in the image and then click OK.
  5. Locate the option Activate Character Replacement and select Never in the dropdown list.
  6. Depending on your user rights, an option Activate Kernel Character Replacement may be visible. If so, select Never in the drop down list next to this option.
  7. Click Save, reboot your computer and try again.


  1. Open System Preferences , then click on Trusteer Endpoint Protection .
  2. Select the Security Policy tab.
  3. Enter the letters as they are shown in the image and then click OK.
  4. Locate the option Activate Character Replacement and select Never in the dropdown list.
  5. Close the Rapport Console, reboot your computer and try again.
 

How do you uninstall Trusteer rapport?

See the instructions on the IBM website

Kaspersky

Install the latest version of the software.

Verify the version: open the Kaspersky program > click Support (face at the bottom left) > Program version: 19.x.x.xxx.

If you already have this version on your computer, you can skip the instructions and proceed to 'Entering exceptions'.
If the program version starts with 18 or less, you do not yet have the 2019 version. Please follow the instructions below to install the latest version.

  1. Click on the Windows logo at the bottom left of the screen and then click on ' settings' and choose ' Update and Security' . Click on it to check if there are any updates from Windows. If there are any, all of them must be processed before proceeding.

  2. Download the latest version of your program and save it (do not choose to run):
    https://www.kaspersky.nl/downloads/thank-you/antivirus
    https://www.kaspersky.nl/downloads/thank-you/internet-security
    https://www.kaspersky.nl/downloads/thank-you/total-security

  3. Disable the Windows Defender because it will interfere with the installation and operation of Kaspersky: Click on the Windows logo at the bottom left of the screen and then click on ' Settings'. Select the category 'Update and Security', 'Windows Defender', and choose 'Open Windows Defender Security Center'. Click Virus and Threat Security, and then click on Virus and Threat Security Settings at the bottom of your screen. To disable Windows Defender, set the switch under Real Time Protection to Off.

  4. Go to the control panel and remove the old Kaspersky software: Click on the Windows logo at the bottom left of the screen and click on ' Settings'. In the search window, type ''Control Panel''. Search for ''apps and assets'' or ' programs and assets'. Search for Kaspersky in the list, click it once and choose Delete. Follow all instructions and restart your computer.

  5. Make sure that Windows Defender is still turned off. If not, turn it off before continuing.

  6. In the 'Downloads' folder, search for the file 'startup.exe'. (You can find the downloads by clicking on the Windows logo, 'Settings' and type 'downloads').
    Double-click the file 'startup.exe' with the left mouse button to install the software.

  7. If prompted to enter an activation code, enter it and click Complete.
    If you are not asked to enter your new license, click on ' license' at the bottom right of the program to open the 'license manager' screen. You will then find a button entitled 'Enter activation code'.

  8. Click the ' update' icon on the main program screen to perform a database update and restart the computer.

Entering exceptions.

  1. Open Kaspersky Internet / Total Security.
  2. Click on the cog wheel at the bottom left for "settings".
  3. Click on "Tools" on the left.
  4. Right click on "Network".
  5. Under "Scan encrypted connections", click on "Manage exceptions".
  6. Click on "Add".
  7. Add the following URL's in the exception list:
    • isabel.be
    • isabel.eu
    • login.common.isabel.eu
    • ebanking.ibs6.isabel.be
    • webbanking.ibs6.isabel.be
    • pki.isabel.be
  8. Click on "Add".
     
If the issue is not solved, disable "Scan encrypted connections":
  1. Open Kaspersky Internet / Total Security.
  2. Click on the cog wheel at the bottom left for "settings".
  3. Click on "Tools" on the left.
  4. Right click on "Network".
  5. Under "scan encrypted connections", select "Do not scan encrypted connection".
 
 
For any questions or additional support, please contact Kaspersky Lab Technical Support on 02/808 21 54.
 
  • Acer - Acer Bio Protection (Signature window appears slowly or not at all).
  • Gemalto - SafeNet : Internet Explorer stops working - the card reader disappears when a Gemalto USB key is inserted.
  • HP Sure Click : Isolates applications in virtual containers. Will prevent Isabel from determining if the security components are installed.
  • McAfee VirusScan (Unable to start Isabel Offline Reporting until excluding the folder **\Isabel Services\** from being scanned).
  • Panda antivirus (Blocks upload. Following mesages "technical error -1/-51" or "Error: StartUpload returned a technical error with status:-51" might appearas the transfer files are quarantained by Panda Antivirus.
  • PrivDog which comes bundled with Comodo Dragon - also installed is an IE extension carrying the same name ("Page cannot be displayed" error).
  • SafeSign Identity Client (Certificate installation issues, blank page at login, Internet Explorer stops working).
  • Sophos Antivirus and Firewall (Unable to install the Isabel 6 security components).
  • Sophos Firewall (Internet Explorer doesn't function after installing the Isabel certifcate).
Toolbars, Adware, Malware

Possible issues:

  • The Isabel login page is not functional, nothing happens when clicking the login button.
  • A blank page appears when you try to logon to Isabel 6.
  • An advertisement page or banner when you try to logon to Isabel 6
  • Error : "EXCEPTION_CORE_EXCEPTION_TECHNICAL_PROBLEM"

Solution:

  • Disable/uninstall all Internet Explorer toolbars completely and restart your internet browser.
  • Amazon Assistant:
    • Direct login link
    • Open the Windows start menu and go to the Control panel.
    • Click on Programs and features.
    • Delete everything Amazon related, select the software program(s) and click on Uninstall.
      • If this option appears unavailable, first click on Modify, then next and then click on Delete.
    • Go to the Java config panel, this can be reached through the regular Windows control panel, here click on the option Java. If the Java icon is not immediately visible, try changing the view in the upper right corner from Category to Small or Large Icons.
    • In the Java control panel, go the tab Advanced, look for the category Miscellaneous and select the options Suppress sponsor offers when installing or updating Java. Hit Apply right under and then finally click on Ok
    • Reboot you pc and retry to login.

Some examples:  

  • Ask Toolbar
  • Amazon Assistant
  • AVG Security Toolbar
  • Babylon Toolbar
  • Browse2save
  • BrowseToSave
  • Eazel Toolbar
  • PHPNuke Toolbar
  • SaveByClick
  • RocketTab
PDF Readers (ex. PDF Complete)

With certain PDF readers you will not be able to see or print the data from your account information report.

Example PDF complete

You notice that the details of your account information in the PDF document are correct but when printed on paper, all of these details are missing.

Empty Print example in the screenshot below:

Solution

We advise you to install Adobe Reader instead.  

KBC/BNP Security Components

The Isabel Security Components have the same function as KBC Security Components and BNP Security Components. If you already installed Isabel Security Components, you are not required to Install KBC Security Components or BNP Security Components separately.

  • In Windows, open the Control Panel, then go to Programs and Features.
  • In the list, verify if the KBC/BNP Security Components are installed.
  • Delete them and retry.

Kaspersky Internet Security

Kaspersky Internet Security on Mac may cause undefined errors in the Isabel application. This is due to the "Check secure connections (HTTPS)" feature - make sure this feature is disabled. To change this setting, click on the Kaspersky logo in the menu bar, select Preferences and make the necessary changes in the Protection screen. If the options are greyed out, click on the padlock on the bottom left, then enter your password and confirm to make changes.

Software known to interfere with Isabel 6
22784
18/10/2019