Rechercher dans l’assistance

Évitez les escroqueries à l’assistance. Nous ne vous demanderons jamais d’appeler ou d’envoyer un SMS à un numéro de téléphone ou de partager des informations personnelles. Veuillez signaler toute activité suspecte en utilisant l’option « Signaler un abus ».

Learn More

Trusteer Rapport add on has been disabled by Firefox so I can no longer do my online banking. How do I get it back?

  • 55 réponses
  • 62 ont ce problème
  • 15833 vues
  • Dernière réponse par Dave-H

more options

Back to the same old problem I'm afraid. The last update of Firefox actually asked me if I wanted to enable a Trusteer Rapport add on - which I did. Naively I thought that all my previous problems would be over. Now I've got a message telling me that the add on has been disabled because it can't be verified for use with Firefox - but I've been using it for months and Firefox asked me if I wanted to enable it!!!!! Nearly every bank and building society in the UK recommends installing and using Trusteer Rapport in order to improve the safety of one's online banking. As a result I would very much like to get Rapport working again.

My only option at the moment is to stop using Firefox.

Solution choisie

Firefox 56 is supported by the latest release of Trusteer Rapport according to:

http://www.trusteer.com/en/latest-updates-supported-browsers

I don't know if you want to try the Update link there, or check with your bank first.

Lire cette réponse dans son contexte 👍 9

Toutes les réponses (20)

more options

"Curiouser and curiouser", as Alice said. On one of my Firefox installations, 52ESR on Windows XP, the Rapport add-on has suddenly re-appeared! I just started Firefox earlier this evening and the page appeared saying Rapport was trying to install its add-on, I clicked OK and there it was back again as if nothing had happened, and it's still there now after several reboots. I have not knowingly done anything to cause this. However, I've now tried my other three installations, and the add-on shows no sign of returning on them, including my other 52ESR installation on another XP machine, which should be an identical configuration to the one where the add-on has come back. This is really bizarre! Still no response from Trusteer, despite me reporting the issue a second time.

Modifié le par Dave-H

more options

I've also had issues with FF56 64 bit, not loading Google maps as well as Trusteer add-on. I updated and ran Malwarebytes and found a piece of malware. When quarantined, maps now works, "and" I was able to enable trusteer rapport. If I want to add a trusted site however i still have to use the dreaded IE as IBM still hasn't come up with a way to have it work correctly in FF. Support has helped me in the past so thought I should offer up my solution to all of you. Good luck.

more options

I just booted up my netbook today, and the Rapport add-on has now re-appeared on the Firefox 52ESR installation on Windows XP there. I just got the page requesting to activate it when I started Firefox. I then looked at the Firefox 56 installation on the same machine under Windows 8.1, and although the activation page didn't appear when I ran Firefox, when I looked at the add-ons page I found that the Rapport add-on was there again, but disabled. I enabled it and it's working fine. The only one still missing now is on the Firefox 56 installation on my main machine, where it still hasn't re-appeared. This is a 64 bit installation of Firefox 56 and Rapport, so it's possible that's the reason. I still don't know why it all vanished and has now come back again, it's all a great mystery to me! @Brian817 Not being able to add trusted sites when using Rapport on Firefox is a known limitation, which I hope they will fix soon. I had to use Internet Explorer 11 to do it. The same applies to Edge, although Rapport doesn't yet work with the latest versions of Edge anyway!

Modifié le par Dave-H

more options

Dave-H - I think you might be correct about the "64-bit" comment. I remember asking Trusteer/Rapport support about Firefox 64-bit support (as I was using/testing a 64-bit BETA at the time) and they said that they do NOT support 64-bit, maybe some time in the future. So, if the 56.02 FF is now fully 64-bit (on 64-bit systems of course - and most new laptops/desktops are 64-bit BUT that does not mean that the 64-bit Windows 10 or whatever is actually loaded and running), so I will check again what Rapport support.

So that could be why some versions on your 32-bit machines are OK.

I certainly cannot see the add-in at all on my 56.02 FF (64-bit machine & O/S). My laptop at FF 53.0x is still fine (although 64-bit machine, and Windows 10 64-bit O/S).

more options

Hi td47, if you need to switch from 64-bit Firefox to 32-bit Firefox, you generally just need to run the 32-bit Firefox installer and it should behave as though you are updating normally.

While normally this kind of change is seamless -- the installer detects your existing data and preserves everything -- you might want to make a backup "just in case."

more options

This is a follow-up to what I posted the other day. I use Win10 Pro 64 bit and my FF is also 64 bit. The offending malware that caused me problems with Google maps not loading correctly and causing the Trusteer Rapport add-on to be disabled as well, came from something called "SafeSearch Incognito". Even if you don't install it or you just close out that window or tab, its adding something in to your FF apps called "roaming". Everything I had read about SSI suggested to stay far away from it. Malwarebytes is the only thing that saved me and allowed me to regain function and you have to get rid of the malware and the PUP that it detects.

One thing I noticed about Rapport and FF 64 bit is that green/grey icon no longer appears in the URL window and you can't add a trusted site they way we used to. IBM claims to be working on a solution but its faster waiting for water to freeze into ice. Glad to see my original post has helped.

more options

Rapport didn't support any 64 bit versions of Firefox on Windows for a very long time, but they started supporting them when they introduced the new type of add-on for Firefox some months ago. It was working fine on my 64 bit Firefox 56 until a couple of weeks ago, when it suddenly stopped working with the "couldn't be verified and was blocked" message appeared. It hasn't worked since, but it certainly DID work. The 32 bit versions disappeared as well, at the same time, but they have now returned. Maybe the 64 bit version is still blocked for some reason. Whatever it is, I hope it's fixed soon!

more options

Hey Dave, You are correct about 64 bit support and when my Rapport on my FF56 64 bit stopped it showed exact same message, couldn't be verified. Try running Malwarebytes on your PC even the free version and I expect you'll find the same malware and PUP that I did. Quarantine them then your PC will restart on it own. After that it has basic functionality restored once you enable it in Add-Ons. Also, you might have to run Malwarebytes with Adminstrator priviledges. Hope this helps.

Modifié le par Brian817

more options

Thanks for that. I downloaded and ran Malwarebytes, and it did find over 100 PUPs and some other malware as well, all of which was quarantined. On a second run it found nothing. I did a third run after reading your added note about running it as an administrator (I would have thought it would have done that automatically anyway, but apparently not!) Again nothing now found. Unfortunately it hasn't made any difference to the missing Rapport add-on in my case. I've reported it to Trusteer again, but there is a deafening silence at the moment from their support people, all I've had is automatically generated acknowledgement messages. This is very odd in itself, as I've contacted them about problems quite a few time before, and they've always answered very quickly. Something is wrong I suspect. Thanks for the suggestion anyway, was certainly worth a try! Cheers, Dave.

more options

When mine went nuts Rapport was still listed in Add-Ons but was marked disabled with a goofy message about it not being digitally signed and not approved for FF56, even though it had worked fine up until about a week ago. After I completed running Malwarebytes it rebooted my PC. Then when I loaded FF again and opened up Add-Ons, the Enable button was there so I clicked it. Mine is still working after multiple shutdowns and startups.

Make sure that the Rapport Service is actually running in Windows. Maybe something is preventing it from starting. If you manually try to start it, you get an error message if its already running. Also if you have more than one instance of FF on the same PC under the same OS, it coughs up a hairball and won't work. I can't load TOR Browser if Rapport is running. Have a good evening. Brian

more options

Well, yet again, suddenly and with no additional action on my part, or any update to Rapport, the Rapport add-on has started working again in Firefox 56 64 bit! I ran Firefox earlier today, and happened to look in the add-ons page to check something else, and the Rapport add-on had returned to the list, although disabled. I enabled it, and it's apparently now working fine again. This is completely inexplicable to me! Of course I am 100% sure that it will stop working again when Firefox updates to 57 in a few days time, along with several of my other important add-ons of course. I then have a decision to make, like many others I'm sure, whether I stick with Firefox 56 and block all further updates to Firefox.......... :-(

more options

How strange, mine has appeared back in the list of add-ins as well (desktop FF 56.02), so I just enabled it. It is NOT 100% yet (as expected) as the icon is the small one (does not fill the outline box), so I KNOW it does not have the full functionality as in FF 53 on the Laptop. This means that until they fix it, I cannot add any NEW site for it to protect (as niether the left or right click will open up the little "fly-out" GUI that enables the "Protect this site" banner to click). Onlys sites PREVIOUSLY added to the Trusteer list will be protected (which is OK, as I already added the banks and the other importan stuff I wanted protected). Not good, but workable currently.

more options

The icon looks fine on my Firefox 56, and turns green when I visit a protected site, so I've no reason to think that it isn't working as it should. I updated briefly to Firefox 57 too, before rolling back as almost all of my add-ons stopped working, and was surprised and pleased to find that Rapport was one of the add-ons that actually seemed to be still OK. You've never been able to add new sites on the current version of the add-on in Firefox, only on the old one where the icon appeared at the right of the address bar. If you want to add new sites now, as far as I can see you'll have to do it using Internet Explorer (or presumably Chrome).

more options

Dave-H said

The icon looks fine on my Firefox 56, and turns green when I visit a protected site, so I've no reason to think that it isn't working as it should. I updated briefly to Firefox 57 too, before rolling back as almost all of my add-ons stopped working, and was surprised and pleased to find that Rapport was one of the add-ons that actually seemed to be still OK. You've never been able to add new sites on the current version of the add-on in Firefox, only on the old one where the icon appeared at the right of the address bar. If you want to add new sites now, as far as I can see you'll have to do it using Internet Explorer (or presumably Chrome).

Well Dave-H - I am not sure that I fully agree with your understanding of the situation, as regards the Rapport Icon. I DO have the exact same versions of Trusteer on the Laptop and Desktop, but the Laptop is forced to stay at FF53, where the icon is fully filling the box boundry, and DOES allow me to add new sites. However, on the desktop, where FF is at 56.02, the Trusteer icon is STILL in the correct place (to the right of the URL bar), but is not the full size, and for some reason does NOT allow adding a new site. Although it DOES turn green when I visit an already protected site, it is rather inconvenient (and rather defeats the object of having otherwise good security software), if you have to switch back and forth between different browsers just to add a new site to protect. I might as well stick with Chrome and abandon FireFox!

more options

Strange, do you have the latest version of Rapport, which is 3.5.1804.161? Starting with version 3.5.1804.121 there was a new version of the Firefox Add-on which should appear as an icon in the add-ons bar, not to the right of the address bar as on previous versions.

more options

Hi @Dave-H - yes I found it odd that FF 56 is SUPPOSED to work but does not with that same 3.5.1804.161. As regards the Rapport ICON, you can actually drag it from the "add-ins" bar to where it used to be (I did that in the hope it might fix up the UI actions - but it did not). I see that in FF56, it shows up as version 1.14, but in the (working OK) chrome, it shows as 2.1.14 (I assume that means the same version, but for Chrome). Last time I quizzed IBM Trusteer about this specific Rapport issue, they said they were still working on it (so I think they are treating it as a known issue) - are you using e10s (multi-process) in FF by the way?

Modifié le par td47

more options

Ah yes, I never thought to try moving the icon! I'd forgotten that it wasn't actually in the address bar on Firefox before, it was between the address bar and the search bar, and as you say you can still put it there now! As I said before, it's working fine for me on the 64 bit version of Firefox 56, so why it isn't for you is a bit of a mystery. I'm not intending to update to Firefox 57 as I have too many add-ons that won't work with it that I don't want to have to do without. Rapport did seem to work on 57 OK when I did a test install anyway. I think the Rapport extension versions are just different between Firefox and Chrome because they're for completely different browser extension systems. I'm not using multi-process in Firefox 52 because it doesn't support it of course, but as far as I know I am in Firefox 56. Trusteer seem to be completely ignoring support requests at the moment, I have no idea why. Cheers, Dave.

more options

Hi Dave_H and others - very odd now that Rapport has updated to 1908.118, it comes up with a warning window sometimes and states that "Rapport add-in is installed in Firefox, but not enabled". It IS enabled, but now with this new version, the previously working FF53 Rapport Icon does NOT now allow NEW sites to be added. It seems that in fixing whatever it was, it has now broken the "protect this site" option (the fly-out is a blank white square) - about as useful as a chocolate tea-pot.

more options

Thanks for the heads up on the new version of Rapport! Strangely, none of my four installations of version 1804.161 have updated, and on a manual check they all still say that they're the latest version! I have downloaded the standalone installation files for 1908.118, and I will try installing it manually if the update continues not to be seen on my system.

more options

Dave-H said

Thanks for the heads up on the new version of Rapport! Strangely, none of my four installations of version 1804.161 have updated, and on a manual check they all still say that they're the latest version! I have downloaded the standalone installation files for 1908.118, and I will try installing it manually if the update continues not to be seen on my system.

Hi again DAVE_H and others - I saw on other forums, that some folks having odd functionality issues with Rapport may have to use the Safe Uninstall utility, that can sometimes remove old/redundant config and registry items that might get in the way of the later versions. See the official Trusteer page here:

https://www.trusteer.com/en/support/uninstalling-rapport-using-safeuninstall-utility

  1. 1
  2. 2
  3. 3