Dragon Naturally Speaking 13 crashing and processor requirements

Dear Experts,

I have purchased a Dell laptop for my client, which is having freezing problem with Dragon Naturally Speaking 13.  After a voice command such as "Close Window", it freezes itself and Word and Excel.  He can close Dragon from task manager and the rest of the applications will recover.
My problem is, the minimum system requirements for Dragon is Intel Core Duo 2.2 GHz, I purchased his laptop with Intel core i7-4500U Processor 1.8 GHz  2.4 GHz, and Nuance Support says that it does not meet the minimum requirement so they are not willing to support it, which makes no sense to me.  (1.8GHz is lower than 2.2, they said.)
How could I convince them that the processor is certainly fast enough, and it is other issues?  I have since clean installed OS on this laptop and reinstalled Dragon just to make my point, but Nuance stick to their "Processor does not meet System Requirements" opinion.
Please advise.
yballanAsked:
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Jackie ManCommented:
Can you give detailed spec of your client's notebook?
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gheistCommented:
Return product for refund as it does not run on basic generic system (or buy low-end AMD system, as it should be compatible for standard callcenter script readers)
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Gerwin Jansen, EE MVETopic Advisor Commented:
Ask them how you can do a performance test, the Core i7 is much faster than the (obsolete) Core Duo.

Ask them why they have such old CPU's on their minimum requirements list, CPU's that you cannot buy anymore in a new notebook.

Ask for a senior support tech

Ask Nuance sales (have a colleague do that) to get confirmation that a new i7 notebook is able to run DNS just fine (say you want to buy DNS but have to  buy a notebook first).

Write down names of people you've spoken with.
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Jackie ManCommented:
Is your office 2013 or 2010 of 64 bit version?

If yes, uninstall your office 2013 or 2010 and install the 32 bit version.
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Davis McCarnOwnerCommented:
First, and critical, what version of office are you running?
Next, are Windows, Office, and Dragon completely updated?
Third, did you install the drivers from Dell's support page and no place else?
(Enter your service tag number) http://www.dell.com/support/home/us/en/19?c=us&l=en&s=dhs

The Core Duo 2.2 Ghz is an E4500 and here are its benchmarks: http://www.cpubenchmark.net/cpu.php?cpu=Intel+Core2+Duo+E4500+%40+2.20GHz
Here are the same for the core i7-4500U: https://www.cpubenchmark.net/cpu.php?cpu=Intel+Core+i7-4500U+%40+1.80GHz
The important number is the single thread rating and the i7 is almost twice as fast as the E4500.  Why not tell Nuance that the I7 is 3.0Ghz which is its turbo speed and ought to shut them up about not meeting spec.
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yballanAuthor Commented:
Dear Experts,

Thank you all for such quick responses,  the laptop spec is the following:
Computer Model: Inspiron 5537
BIOS Vendor: Dell Inc.
OS Version: Microsoft Windows 7 Home Premium  (64-bit)
Processor: Manufacturer Intel(R) Core(TM) i7-4500U CPU @ 1.80GHz Clock Speed 2.4Ghz
L2 Cache Size: 256
Memory: 8GB
Virtual Memory: 16,158.9MB

No Pen or Touch Input for this Display.

The Office we are running is MS Office 2013 (32-bit)

After doing the Clean install of the OS, I have updated all of the drivers and BIOS from Dell website.
I have done all of the Windows updates since then to make sure that there aren't any more.
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gheistCommented:
try sound drivers from realtek instead?
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Davis McCarnOwnerCommented:
If the BIOS is not at A08, I would suggest updating it: http://www.dell.com/support/home/us/en/19/Drivers/DriversDetails?driverId=6D4JN
Often, BIOS updates tweak the hardware timing to overcome issues that have been discovered.
Otherwise, I think we should be inspecting the event logs for both System or Application errors that may point to the problem.
P.S.  Saying it is an Inspiron (15R) 5537 is not as specific as the service tag.  There are 3 possible video cards and 3 possible wireless cards; the tag would tell me which.
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yballanAuthor Commented:
Dear Experts,

I apologize for the absence, I have tried your suggestions.

Davis, the BIOS was already A08, as I tried to update whatever I could before I contacted Nuance.
gheist, the sound driver is indeed realtek.  It is installed, and I tried to update it and came back with no further update.

One additional piece of information I got from the client is, he is often working on a file that is located on a server, since multiple people updates these files, and it is often in the compatibility mode, since he cannot update them to .docx from .doc. and so on.

I am a bit flustered since he did not give me these info before.  Please give me input, thank you.
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Jackie ManCommented:
Is Norton antivirus installed?
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Davis McCarnOwnerCommented:
You should have him copy a file to his PC or create a new one then try it to see if that works.
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yballanAuthor Commented:
Dear Jackie, thank you for your reply.  Norton is not installed, but McAfee is.
He did try disabling it with Nuance's Tech Support, and did not change the problem.

Dear Davis, thank you for your reply.  I did suggest him the same, and he says that is not acceptable, but I am trying to convince him to do so for the sake of troubleshooting.
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Davis McCarnOwnerCommented:
Tell him that, ever since Office 95 (!!!), Word creates its temporary file in the same folder as the document and, if anything hiccups on the network, the stuff hits your fan!  It is a test measure; but one that is absolutely critical to finding the root of the problem so we can fix it.
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yballanAuthor Commented:
Dear Davis,  I certainly agree.  I will try to convince him to let me run the test.
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yballanAuthor Commented:
Dear Experts, after some troubleshooting, we concluded that Dragon only crashes when my client is using it with SharePoint, opening files and editing, and when he gives a voice command, such as "Winodw Close", it often freezes.  If he quits Dragon, Word will recover, but then he cannot work any more.

Which makes me believe that Dragon hangs on network files at times, but knowing that does not help my client.  He must use SharePoint, and he is not allowed to copy the file to local drive, work on it, then put it back.
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Davis McCarnOwnerCommented:
SharePoint uses two possible API structures to allow access and editing of content, neither of which is generally used by Windows for other purposes.
You have identified that Dragon hates the Office - SharePoint connections; but, that is not necessarily so for a shared folder on a network.
To solve it, you'd have no other course than to contact Nuance and Microsoft directly for a fix which I would not really call a bug.
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yballanAuthor Commented:
Thank you, Experts, I was able to narrow down where the problem is coming from.
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Gerwin Jansen, EE MVETopic Advisor Commented:
Good to hear, can you share how the issue was solved? Thanks!
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yballanAuthor Commented:
Dear Gerwin, yes I will as soon as we have some resolution.  As of now, we are awaiting Nuance's response.
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