We received a support request from the customer on Friday evening 10/2 at 9:48 PM.
We asked for log files on Sunday evening 10/3 at 10:21 PM.
We received those log files from the customer on Monday 10/4.
We exchanged some emails and were told by the customer we had to reply before Friday 10/9 or he would install another antivirus software. A strange statement if you consider he has been "working like this for over a year now".
We analyzed the problem and asked for additional log files on Monday 10/12.
We also informed the customer edevmon.sys is a driver responsible for device control. If the customer changed the settings, the scanner device could be blocked and printer device not, even if they are part of one hardware. We wanted to check the settings and Device control logs to be able to say more. Hence the question for additional log files. We also suggested to try to test the new version 9 of ESET Smart Security on this machine which is due to be released at the end of the month.
Customer told us he kept his promise and installed another antivirus.
We regret we can't help the customer if we are not given the opportunity to help.