Program Crash Challenge

Hello everyone, Sorry that this is my first post but it is also the reason I decided to register. Thought since my work is unable to resolve the issue due to not having many errr... developers/techs or whoever fixes the errors at my work that are not the normal technicians (we cant fix problems, only allowed to read the troubleshooting steps to people and hope it fixes the problem)

Anyhow, thought I would ask you all and see if we can resolve an annoying issue that I have been getting lately.

For this, I am going to use a reference to one of the supporters I recently worked with. Most of the time, its the same information. Normally the difference is what internet browser they use but doesn't seem to make a difference.
This is for a program called Sentinel. Testing program that uses flash. The version that is used, has flash "built into it" or needs to use the flash in the computer (sometimes it varies on the version.)

Specs:
Windows 7
Internet Explorer 11
64-bit.

Things we are told to go through before getting to the already known, unsolved, go get another computer because we can't fix it, resolution:

1.Go into internet explorer, internet options, advance tab, reset internet explorer settings.

2.Uninstall any and all anti-virus programs, if unable to uninstall, then disable.

3.Disable firewall.

Uninstall Adobe active X and adobe flash plugins, then re-install adobe flash from adobe.com

Uninstall the sentinel program and re-install the sentinel program.

Try launching in a different browser.

Reboot your computer.


These are the steps we have them go through all that even though we know... it wont work.

The issue?

The person opens the program, has to do a keystroke authentication and a photo authentication which is basically, the program records their typing, send that to our server, and then authenticates if its the same speed. For the photo, it is just face recognition to the photo they have on our servers.
Once they have passed this, they see a preview of their webcam (which we watch them through) and then they are able to launch the final section of the program. When they launch, the program crashes. No errors or any pop ups, just crashes and the person has to reboot their computer to get access to it again.

What do you guys think?

If you have any questions, please let me know and I will gladly answer them. Lets see if we can resolve this issue. Hopefully we can.

 

Apologies...just got lots of questions...

What does the final section of the program do? Does it open a net connection when it is started? Problem happens during startup of the final section, so seems like the focus should start with what the final section is loading when it is opened I think. Then I would focus on potential difficulties surrounding the webcam preview and then on network or system security settings...

Is the security authentication/webcam preview software bundled with the program the users are not able to open? You mentioned that the program is the last section of the program. This seems to indicate that authentication and startup are part of one program...

 

This is fairly over my head as it requires knowledge of specific 3rd party software...

Just a tip I guess, is there any indication using Windows Event Viewer regarding these crashes? Windows is usually pretty good about dropping something in there even if no error is displayed on your end.