X
Tap here to go to the mobile version of the site.

Support Forum

This thread was closed and archived. Please ask a new question if you need help.

Trusteer icon missing in Firefox Version 42

Posted

After updating Firefox to version 42 and downloading Trusteer Rapport for Mac-El Capitan, the Trusteer Rapport icon in no longer visible in the adress bar.

After updating Firefox to version 42 and downloading Trusteer Rapport for Mac-El Capitan, the Trusteer Rapport icon in no longer visible in the adress bar.

Chosen solution

It would appear that the newest version of Firefox (42.0) is not yet compatible with the Trusteer Rapport program. This means that the addon will not function on Firefox 42.0 and was automatically disabled when the update was performed to Firefox.

Mozilla is not responsible for creating or maintaining the Trusteer Rapport software. Please advise the Trusteer Rapport developers of the issue and they may make an update for their software.

Unfortunately, there is nothing that can be done from our end. Sorry for any inconvenience caused by this issue.

Read this answer in context 5

Additional System Details

Installed Plug-ins

  • Adobe® Acrobat® Plug-in for Web Browsers, Version 11.0.13
  • Biedt informatie over de standaardwebbrowser
  • Displays Java applet content, or a placeholder if Java is not installed.
  • Microsoft Office for Mac SharePoint Browser Plug-in
  • Shockwave Flash 19.0 r0
  • 5.1.20913.0
  • iPhoto6

Application

  • Firefox 42.0
  • User Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10.11; rv:42.0) Gecko/20100101 Firefox/42.0
  • Support URL: https://support.mozilla.org/1/firefox/42.0/Darwin/nl/

Extensions

  • Adblock Plus 2.6.11 ({d10d0bf8-f5b5-c8b4-a8b2-2b9879e08c5d})
  • Ghostery 5.4.9 (firefox@ghostery.com)
  • NoScript 2.6.9.39 ({73a6fe31-595d-460b-a920-fcc0f8843232})
  • Permit Cookies 2 2.0 ({789788CE-4CE0-11E2-827F-D5D06088709B})
  • Adobe Acrobat - Create PDF 2.0 (web2pdfextension@web2pdf.adobedotcom) (Inactive)

Javascript

  • incrementalGCEnabled: True

Graphics

  • adapterDescription:
  • adapterDeviceID: 0x0a26
  • adapterDrivers:
  • adapterRAM:
  • adapterVendorID: 0x8086
  • driverDate:
  • driverVersion:
  • info: {u'AzureCanvasBackend': u'skia', u'AzureFallbackCanvasBackend': u'none', u'AzureContentBackend': u'quartz', u'AzureSkiaAccelerated': 0}
  • numAcceleratedWindows: 1
  • numTotalWindows: 1
  • supportsHardwareH264: False
  • webglRenderer: Intel Inc. -- Intel HD Graphics 5000 OpenGL Engine
  • windowLayerManagerRemote: True
  • windowLayerManagerType: OpenGL

Modified Preferences

Misc

  • User JS: No
  • Accessibility: No
Wesley Branton
  • Top 10 Contributor
617 solutions 5143 answers

Chosen Solution

It would appear that the newest version of Firefox (42.0) is not yet compatible with the Trusteer Rapport program. This means that the addon will not function on Firefox 42.0 and was automatically disabled when the update was performed to Firefox.

Mozilla is not responsible for creating or maintaining the Trusteer Rapport software. Please advise the Trusteer Rapport developers of the issue and they may make an update for their software.

Unfortunately, there is nothing that can be done from our end. Sorry for any inconvenience caused by this issue.

It would appear that the newest version of Firefox (42.0) is not yet compatible with the Trusteer Rapport program. This means that the addon will not function on Firefox 42.0 and was automatically disabled when the update was performed to Firefox. Mozilla is not responsible for creating or maintaining the Trusteer Rapport software. Please advise the Trusteer Rapport developers of the issue and they may make an update for their software. Unfortunately, there is nothing that can be done from our end. Sorry for any inconvenience caused by this issue.
Brian817 0 solutions 15 answers

Current version of Rapport is 1507.93 and Trusteer says that it *IS* compatible with FF42.0 32 bit version which is what I have. However if anyone departs from Firefox default settings, then the Rapport icon is missing from the initial program load but will appear and work in a "New Window". Changes such as home page, where to save downloaded files, how you want to handle history, forms, site passwords, and cookies causes this problem. Its not fair to dump blame back onto IBM Trusteer.

Current version of Rapport is 1507.93 and Trusteer says that it *IS* compatible with FF42.0 32 bit version which is what I have. However if anyone departs from Firefox default settings, then the Rapport icon is missing from the initial program load but will appear and work in a "New Window". Changes such as home page, where to save downloaded files, how you want to handle history, forms, site passwords, and cookies causes this problem. Its not fair to dump blame back onto IBM Trusteer.
the-edmeister
  • Top 25 Contributor
  • Moderator
5406 solutions 40233 answers

So, you're saying that Trusteer works properly as long as the UI isn't rearranged or customized - correct?

How about when you open a 2nd window? Does the Trusteer icon appear in the 2nd window? [when it isn't in the original window]

So, you're saying that Trusteer works properly as long as the UI isn't rearranged or customized - correct? How about when you open a 2nd window? Does the Trusteer icon appear in the 2nd window? ''[when it isn't in the original window]''
Brian817 0 solutions 15 answers

I used REFRESH FIREFOX and after doing so, Rapport worked, but soon as I customized the settings the icon no longer appeared in the initial screen. If you open a new window the icon is there and it works. If I close the initial window, then open another new window (#2) or tab off of new window #1 then the icon is also there and my financial institution recognizes either new window. I'm not a programmer so I don't get this. Why customized settings interfere with the initial load but not new window(s) is puzzling. Of course loading FF in its "safe-mode" also works.

I used REFRESH FIREFOX and after doing so, Rapport worked, but soon as I customized the settings the icon no longer appeared in the initial screen. If you open a new window the icon is there and it works. If I close the initial window, then open another new window (#2) or tab off of new window #1 then the icon is also there and my financial institution recognizes either new window. I'm not a programmer so I don't get this. Why customized settings interfere with the initial load but not new window(s) is puzzling. Of course loading FF in its "safe-mode" also works.
Brian817 0 solutions 15 answers

Once you REFRESH FF 32 bit as long as you don't change any of its default settings, Rapport 1507.93 (current version) appears to work every time, but I changed the home page, where to save downloaded files, told it not to remember history or forms data, and said never to third party cookies. Once I closed about:preferences, the icon is gone except as stated above and before. Beats me.

Once you REFRESH FF 32 bit as long as you don't change any of its default settings, Rapport 1507.93 (current version) appears to work every time, but I changed the home page, where to save downloaded files, told it not to remember history or forms data, and said never to third party cookies. Once I closed about:preferences, the icon is gone except as stated above and before. Beats me.
Brian817 0 solutions 15 answers

Helpful Reply

Further to this thread. I just finished yet another REFRESH FIREFOX, and yes the Rapport Icon was present and it worked. However as soon as you open the Tools > Options user interface and close it "without" making any changes whatsoever, then close Firefox and reload it, the Rapport icon is missing until a new window is opened. This helps to narrow down the problem and hopefully you the developers can fix this for those of us who prefer Firefox for online banking and other purchases. Thanks

Further to this thread. I just finished yet another REFRESH FIREFOX, and yes the Rapport Icon was present and it worked. However as soon as you open the Tools > Options user interface and close it "without" making any changes whatsoever, then close Firefox and reload it, the Rapport icon is missing until a new window is opened. This helps to narrow down the problem and hopefully you the developers can fix this for those of us who prefer Firefox for online banking and other purchases. Thanks
Wesley Branton
  • Top 10 Contributor
617 solutions 5143 answers

Perhaps the Firefox developers can take a look into the issue. If you file a bug report, they will take a look.

For the most part, the people on this support website are volunteers for Mozilla, not developers. Therefore, it would be best to contact the developers correctly. In the report, please include the link to this thread.

Thanks and sorry for any inconvenience.

Perhaps the Firefox developers can take a look into the issue. If you [https://bugzilla.mozilla.org/ file a bug report], they will take a look. For the most part, the people on this support website are volunteers for Mozilla, not developers. Therefore, it would be best to contact the developers correctly. In the report, please include the link to this thread. Thanks and sorry for any inconvenience.
Brian817 0 solutions 15 answers

The Rapport Icon issue was fixed with the update to FF 43.0.4, however, as soon as you open Tools > Options, then exit it, regardless of whether you make any changes or not, the problem re-occurs on start-up of the browser thereafter. As before the Rapport icon shows up if you open a New Window, new windows off of it or new tabs off of it. When I made this initial post at 9:14PM EST, I thought the problem had been resolved. There is something wrong with the Options UI and its a pain in the ass to have to create an another account just to log in to bugfix to report this to the developers.

The Rapport Icon issue was fixed with the update to FF 43.0.4, however, as soon as you open Tools > Options, then exit it, regardless of whether you make any changes or not, the problem re-occurs on start-up of the browser thereafter. As before the Rapport icon shows up if you open a New Window, new windows off of it or new tabs off of it. When I made this initial post at 9:14PM EST, I thought the problem had been resolved. There is something wrong with the Options UI and its a pain in the ass to have to create an another account just to log in to bugfix to report this to the developers.

Modified by Brian817

the-edmeister
  • Top 25 Contributor
  • Moderator
5406 solutions 40233 answers

No one else has reported this particular problem with the Trusteer Rapport toolbar icon disappearing after opening any part of the Firefox UI, and then is OK when a 2nd window is opened. But - iirc, there have been other reports made here in the last few weeks about the Trusteer Rapport button never appearing at all for a few users. IMO, that indicates an issue with the Trusteer Rapport add-on, and something the developers of that add-on need to fix. Which is the advice that was rendered here = contact Trusteer about a problem with their add-on.

As far as whether or not it is actually a problem with Trusteer Rapport on your Mac or if one your other installed add-ons is influencing that is a situation that you could investigate, by the "process of elimination". Disable all the other extensions you have installed, and see if that still happens. If it does, I would sat that the culprit is Trusteer Rapport.

On a couple of Windows PC's I have used both Adblock Plus and NoScript and know that those two extensions automatically place toolbar buttons on the Navigation Toolbar upon their installation. Maybe Trusteer doesn't "play well with others" - IOW one of those other add-ons toolbar buttons? Maybe keeping them apart is the "solution"? Or maybe the Ghostery or Permit Cookies add-on's have toolbar buttons that are causing the Trusteer button to be flakey? [I have nerve used those two add-ons myself, so I don't know if they have buttons or not.]

Have you experimented with the placement of the various toolbar buttons? Are they all sitting right next to each other? Have you tried moving the Trusteer button to another location?

But since the Trusteer Rapport toolbar button is causing your consternation, my guess as a long term Firefox user is that Trusteer is the cause - directly or indirectly - possibly due to the placement or close proximity of other add-on toolbar buttons.


Your choice to not file a Bugzilla report to make the Firefox developers aware of your problem with that Trusteer Rapport add-on. But - IMO, if this issue isn't enough of a problem for you for you to file a Bugzilla report, this is something you'll have to live with. Just about every support contributor here is another Firefox user who volunteers their time to help other Firefox users - for one of us to file a Bug report for you is expecting a lot. How do we answer a request for more information about your problem if such is asked in the Bug report?

No one else has reported this particular problem with the Trusteer Rapport toolbar icon disappearing after opening any part of the Firefox UI, and then is OK when a 2nd window is opened. '''But''' - iirc, there have been other reports made here in the last few weeks about the Trusteer Rapport button never appearing at all for a few users. IMO, that indicates an issue with the Trusteer Rapport add-on, and something the developers of that add-on need to fix. Which is the advice that was rendered here = contact Trusteer about a problem with their add-on. As far as whether or not it is actually a problem with Trusteer Rapport on your Mac or if one your other installed add-ons is influencing that is a situation that you could investigate, by the "process of elimination". Disable all the other extensions you have installed, and see if that still happens. If it does, I would sat that the culprit is Trusteer Rapport. On a couple of Windows PC's I have used both Adblock Plus and NoScript and know that those two extensions automatically place toolbar buttons on the Navigation Toolbar upon their installation. Maybe Trusteer doesn't "play well with others" - IOW one of those other add-ons toolbar buttons? Maybe keeping them apart is the "solution"? Or maybe the Ghostery or Permit Cookies add-on's have toolbar buttons that are causing the Trusteer button to be flakey? ''[I have nerve used those two add-ons myself, so I don't know if they have buttons or not.]'' Have you experimented with the placement of the various toolbar buttons? Are they all sitting right next to each other? Have you tried moving the Trusteer button to another location? But since the Trusteer Rapport toolbar button is causing your consternation, my guess as a long term Firefox user is that Trusteer is the cause - directly or indirectly - possibly due to the placement or close proximity of other add-on toolbar buttons. Your choice to not file a Bugzilla report to make the Firefox developers aware of your problem with that Trusteer Rapport add-on. ''But - IMO, if this issue isn't enough of a problem for you for you to file a Bugzilla report, this is something you'll have to live with. Just about every support contributor here is another Firefox user who volunteers their time to help other Firefox users - for one of us to file a Bug report for you is expecting a lot. How do we answer a request for more information about your problem if such is asked in the Bug report? ''
Brian817 0 solutions 15 answers

The missing icon problem has been reported before. Read the complete thread to the top. Trusteer Rapport installs as a Windows service. When Windows boots, the Rapport service starts and stays running until Windows is shut down. The Rapport icon loads at the right end of the browser's address bar. When you're on a protected site the icon is bright green otherwise its greyed out but still present. Everything worked fine up until the release of version 42. When FF starts up and loads its initial window, it does not recognize that the Rapport service is running and therefore FF does not display the icon. If you open a New Window, the Rapport icon is present in it as well as any Tabs off of that New Window. You can open additional new windows off of the second one and again the Rapport icon is where its supposed to be and financial institutions recognize it. On Jan 7 I manually updated 43.0.3 to .4 and after restarting FF the Rapport Icon was present and worked. I opened Tools > Options UI (which before, caused the initial problem to surface) to verify that my settings were unchanged. After closing that UI the icon was still present and working so I assumed that some other issue now corrected had also fixed this problem. On the next start up of FF I found that the problem was not fixed, and I edited my post.

I do not expect any one else to report this to the developers. Wesley informed me that I have to do that myself. Yes, I am appreciative of help received from him and others.

In the interim I'm still using Win XP Pro SP3 and the Rapport service works fine with IE8 but I prefer FF. I have been in contact with IBM Trusteer and we have tried in vain to work on the problem from their end. After Jan 16, 2016 it won't matter much anyway as Trusteer will no longer support Win XP, but I will establish a bugzilla account just in case it shows up on other Windows OS versions. Thank you.

The missing icon problem has been reported before. Read the complete thread to the top. Trusteer Rapport installs as a Windows service. When Windows boots, the Rapport service starts and stays running until Windows is shut down. The Rapport icon loads at the right end of the browser's address bar. When you're on a protected site the icon is bright green otherwise its greyed out but still present. Everything worked fine up until the release of version 42. When FF starts up and loads its initial window, it does not recognize that the Rapport service is running and therefore FF does not display the icon. If you open a New Window, the Rapport icon is present in it as well as any Tabs off of that New Window. You can open additional new windows off of the second one and again the Rapport icon is where its supposed to be and financial institutions recognize it. On Jan 7 I manually updated 43.0.3 to .4 and after restarting FF the Rapport Icon was present and worked. I opened Tools > Options UI (which before, caused the initial problem to surface) to verify that my settings were unchanged. After closing that UI the icon was still present and working so I assumed that some other issue now corrected had also fixed this problem. On the next start up of FF I found that the problem was not fixed, and I edited my post. I do not expect any one else to report this to the developers. Wesley informed me that I have to do that myself. Yes, I am appreciative of help received from him and others. In the interim I'm still using Win XP Pro SP3 and the Rapport service works fine with IE8 but I prefer FF. I have been in contact with IBM Trusteer and we have tried in vain to work on the problem from their end. After Jan 16, 2016 it won't matter much anyway as Trusteer will no longer support Win XP, but I will establish a bugzilla account just in case it shows up on other Windows OS versions. Thank you.
the-edmeister
  • Top 25 Contributor
  • Moderator
5406 solutions 40233 answers

Brian817 said

The missing icon problem has been reported before. Read the complete thread to the top. ...

Yes, but that was 2 months ago and with a different version of Firefox, and the "cause" was probably due to Firefox 42 having been released just a few days prior to that date. Truster may not have had their add-on update ready yet. Different version of Firefox and a different version of Trusteer makes it possibly a different cause.

''Brian817 [[#answer-829985|said]]'' <blockquote> The missing icon problem has been reported before. Read the complete thread to the top. ... </blockquote> Yes, but that was 2 months ago and with a different version of Firefox, and the "cause" was probably due to Firefox 42 having been released just a few days prior to that date. Truster may not have had their add-on update ready yet. Different version of Firefox and a different version of Trusteer makes it possibly a different cause.

Modified by the-edmeister

Question owner

Problem Solved

Problem Solved
Brian817 0 solutions 15 answers

The problem is *NOT* solved until the Rapport icon appears where it is supposed to when FF starts up. Yes, you are correct, the problem first surfaced with the release of FF 42 and has since migrated to 43 as well.

I created a Bugzilla account and the problem relative to FF 43 has been reported to the developers.

From what I can see, IBM Trusteer has an updated version of their Rapport software available for download within a day or so of a major update to FF where its binaries change. The Trusteer website reports that its version 1507.99 is compatible with FF 42 and 43.

The problem is *NOT* solved until the Rapport icon appears where it is supposed to when FF starts up. Yes, you are correct, the problem first surfaced with the release of FF 42 and has since migrated to 43 as well. I created a Bugzilla account and the problem relative to FF 43 has been reported to the developers. From what I can see, IBM Trusteer has an updated version of their Rapport software available for download within a day or so of a major update to FF where its binaries change. The Trusteer website reports that its version 1507.99 is compatible with FF 42 and 43.
the-edmeister
  • Top 25 Contributor
  • Moderator
5406 solutions 40233 answers

Brian817,

You posted in a thread that was started by another user and that user is still getting email every time another posting is made. The "Question owner" has weighed in and confirmed this thread is solved for him. SHOUTING at the "owner" that it is NOT solved doesn't cut it. Out of respect the the "question owner", so he doesn't continue receiving email about his solved thread I am going to lock this thread.

Please start your own thread here: https://support.mozilla.org/en-US/questions/new

Brian817, You posted in a thread that was started by another user and that user is still getting email every time another posting is made. The "Question owner" has weighed in and confirmed this thread is solved for him. SHOUTING at the "owner" that it is NOT solved doesn't cut it. Out of respect the the "question owner", so he doesn't continue receiving email about his solved thread I am going to lock this thread. Please start your own thread here: https://support.mozilla.org/en-US/questions/new