F-Secure is probably crashing RoboForm in Windows

Denninger

Hello F-secure,

 

At first; do I need to write in English or Dutch here? This is the first time in 2 day's I'm able to post a question somewhere and your community-support@f-secure.com is nothing but auto-responding-and-not-reacting to my e-mails. Besides, your FAQ at https://community.f-secure.com/t5/help/faqpage/faq-category-id/posting#posting isn't helpfull eighter, as there should be a "Nieuw bericht" button somewhere but it is nowher to be found ~ actually this is the fisrt one I could see.

At first I tryed to post this question at: https://community.f-secure.com/t5/Beveiliging-voor/tkb-p/beveiliging_voor_pc%40tkb/label-name/anti-virus%20for%20pc?labels=anti-virus+for+pc but I cant, so I'm posting my question (I guess I need to type in English) here. Sorry if it is on the wrong bord but as you probably understand I see no other way than posting it here.

 

So now my real question:

From the beginning of January I have trouble with my RoboForm (www.roboform.com) application, it is crashing at unpredictable moments. As probable cause your anti-virus software is mentioned. This is somewhat logical because RoboForm as a password manager is reading and filling passwords and forms for me on a certain security level that would trigger a virus-scanner like yours.

At first I asked RoboForm support, the only thing they could see has been the following, and I quote:
"Unfortunately RoboForm crash report only shows something could spoil RoboForm data as memory corruption or wrong reference counting leads to crashing within ntdll, we can neither detect what exactly F-Secure does.
Moreover, F-Secure is only an assumption, we don't blame it on F-Secure, though, we'd like you to check it out as security software is a common cause of crashes of this kind."

 

Technical details:

OS: Windows 10.0 build 10586

RoboForm: version 7.9.17.5 (nl-dutch, NLD)

F-Secure for Windows: version 14.115 build 102

• Anti-Virus 11.00 build 20240
• Beheeragent 8.30 build 43141
• DeepGuard 5.0 build 580
• E-mail filteren 1.02 build 14400
• Gebruikersinterface 11.00 build 356

Note: I can provide you with te crash-reports generated by RoboForm, but I won't do that on a publict forum as it might contain private data.

 

So can you help solving this issue?

 

Thanks in advance,

Simon

Sorry to redirect you without an answer, but I think it might be best of you were to submit a Support Ticket with this issue, giving as many details as you can.  You should include a diagnostics file from the Support Tool, which will help the tech guys look into your system, and you can probably also upload your Roboform crash reports within the support form.

Denninger

Thanks for your help Simon,

 

I just managed to post my support ticket!