Software known to interfere with Isabel 6

Document ID: 22784
Modified: 17/09/2021


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.


Temporarily deactivating or uninstalling the security software resolves these issues. Adding the blocked Isabel components or * & * 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.

  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 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
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 and
  6. click OK (3 times)

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


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

Install the latest version of the software.

  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):

  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:
  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.
Toolbars, Web Extensions, Add ons, Plugins, 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 403 when consulting account information
  • Page keeps on loading when consulting account information details


  • Temporary disable all browser pluginsc/ web extensionsc/ add ons / toolbars, except for Isabel Security Components add-on and restart your browser.

Some examples:  

  • Ask Toolbar
  • Amazon Assistant
  • AVG Security Toolbar
  • Babylon Toolbar
  • Browse2save
  • BrowseToSave
  • Eazel Toolbar
  • PHPNuke Toolbar
  • SaveByClick
  • RocketTab
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