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

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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.

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.

Giải pháp được chọn

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.

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jscher2000
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Giải pháp được chọn

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.

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.
Dave-H 2 giải pháp 59 câu trả lời
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Same problem here. Rapport has suddenly stopped working in all of my Firefox installations on Windows XP, Windows 8.1, and Windows 10 machines. I have reported this to Trusteer several days ago, but no response as yet, which doesn't look good! Why has it been blocked, it was working fine?! I'm using version 1804.161, which is the latest version, so I don't know what else I can do, so updating is certainly NOT the answer!

Same problem here. Rapport has suddenly stopped working in all of my Firefox installations on Windows XP, Windows 8.1, and Windows 10 machines. I have reported this to Trusteer several days ago, but no response as yet, which doesn't look good! Why has it been blocked, it was working fine?! I'm using version 1804.161, which is the latest version, so I don't know what else I can do, so updating is certainly NOT the answer!

Được chỉnh sửa bởi Dave-H vào

jscher2000
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Hi Dave-H, is any explanation given on the Add-ons page? Either:

  • Ctrl+Shift+a (Mac: Command+Shift+a)
  • "3-bar" menu button (or Tools menu) > Add-ons
  • type or paste about:addons in the address bar and press Enter/Return

In the left column of the Add-ons page, click Extensions. Then find Trusteer Rapport on the right side and click its "More" link for additional information. Note that disabled extensions cluster at the bottom of this panel.

Hi Dave-H, is any explanation given on the Add-ons page? Either: * Ctrl+Shift+a (Mac: Command+Shift+a) * "3-bar" menu button (or Tools menu) > Add-ons * type or paste '''about:addons''' in the address bar and press Enter/Return In the left column of the Add-ons page, click Extensions. Then find Trusteer Rapport on the right side and click its "More" link for additional information. Note that disabled extensions cluster at the bottom of this panel.
Dave-H 2 giải pháp 59 câu trả lời
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Thanks for the reply. In Firefox 56 there was a notification that it couldn't be verified to work in Firefox, and had been disabled. That has now disappeared and there is now no trace of it at all in the Extensions list. In Firefox 52ESR, it just vanished from the toolbar and there was never any indication as to why. It's also no longer in the Extensions list. Cheers, Dave.

Thanks for the reply. In Firefox 56 there was a notification that it couldn't be verified to work in Firefox, and had been disabled. That has now disappeared and there is now no trace of it at all in the Extensions list. In Firefox 52ESR, it just vanished from the toolbar and there was never any indication as to why. It's also no longer in the Extensions list. Cheers, Dave.
jscher2000
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Hi Dave, if reinstalling Trusteer Rapport does not help, it's possible that Firefox's extensions registry is corrupted.

I assume your Firefox 56 and Firefox 52esr are on different systems. The reason I mention that is I believe Firefox 55 changed the format of the extensions registry and therefore using Firefox 52 with a profile touched by Firefox 55 or later will experience problems with extensions (and perhaps other data).

If you use Sync between Firefox 52esr and Firefox 56, that might also be affected?? You may wish to exclude extensions from Sync.

Hi Dave, if reinstalling Trusteer Rapport does not help, it's possible that Firefox's extensions registry is corrupted. I assume your Firefox 56 and Firefox 52esr are on different systems. The reason I mention that is I believe Firefox 55 changed the format of the extensions registry and therefore using Firefox 52 with a profile touched by Firefox 55 or later will experience problems with extensions (and perhaps other data). If you use Sync between Firefox 52esr and Firefox 56, that might also be affected?? You may wish to exclude extensions from Sync.
Dave-H 2 giải pháp 59 câu trả lời
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Câu trả lời hữu ích

Thanks. I don't have my add-ons sync between my different Firefox installations for that very reason, they don't all have the same add-ons installed! I don't think that extensions registry corruption is the problem, as all the other extensions are working fine, I suspect that Mozilla have just suddenly decided to block the Rapport extension, for reasons unknown. I hope that Trusteer can resolve this, I am still waiting to hear back from them.

Thanks. I don't have my add-ons sync between my different Firefox installations for that very reason, they don't all have the same add-ons installed! I don't think that extensions registry corruption is the problem, as all the other extensions are working fine, I suspect that Mozilla have just suddenly decided to block the Rapport extension, for reasons unknown. I hope that Trusteer can resolve this, I am still waiting to hear back from them.
jscher2000
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Dave-H said

I suspect that Mozilla have just suddenly decided to block the Rapport extension, for reasons unknown.

No, there would be two dozen threads about it in that case.

To reset the extensions registry:

Open your current Firefox settings (AKA Firefox profile) folder using either

  • "3-bar" menu button > "?" button > Troubleshooting Information
  • (menu bar) Help > Troubleshooting Information
  • type or paste about:support in the address bar and press Enter

In the first table on the page, click the "Open Folder" button. This should launch a new window listing various files and folders in Windows Explorer.

Leaving that window open, switch back to Firefox and Exit, either:

  • "3-bar" menu button > "power" button
  • (menu bar) File > Exit

Pause while Firefox finishes its cleanup, then rename:

  • extensions.json to something like OLDextensions.json
  • extensions.json.bak to something like OLDextensions.json.bak

Start Firefox back up again, and it should rebuild the file based on extensions saved in this profile, extensions in shared folders, and extensions advertised in the Windows registry. Then it should present approve/disapprove tabs for the non-profile-specific extensions, or you can enable them on the Add-ons page.

Any improvement?

''Dave-H [[#answer-1022368|said]]'' <blockquote>I suspect that Mozilla have just suddenly decided to block the Rapport extension, for reasons unknown.</blockquote> No, there would be two dozen threads about it in that case. To reset the extensions registry: Open your current Firefox settings (AKA Firefox profile) folder using either * "3-bar" menu button > "?" button > Troubleshooting Information * (menu bar) Help > Troubleshooting Information * type or paste about:support in the address bar and press Enter In the first table on the page, click the "Open Folder" button. This should launch a new window listing various files and folders in Windows Explorer. Leaving that window open, switch back to Firefox and Exit, either: * "3-bar" menu button > "power" button * (menu bar) File > Exit Pause while Firefox finishes its cleanup, then rename: * '''extensions.json''' to something like OLDextensions.json * '''extensions.json.bak''' to something like OLDextensions.json.bak Start Firefox back up again, and it should rebuild the file based on extensions saved in this profile, extensions in shared folders, and extensions advertised in the Windows registry. Then it should present approve/disapprove tabs for the non-profile-specific extensions, or you can enable them on the Add-ons page. Any improvement?
Dave-H 2 giải pháp 59 câu trả lời
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There was no "extensions.json.bak" file, but I renamed the other one and Firefox did regenerate it when I ran it again. No difference though, the Rapport extension is still missing. I've only tried it on Firefox 52ESR on Windows XP, tomorrow I will try it on Firefox 56 on Windows 10, but I'm not expecting that it will produce a different result. Off to bed now, it's nearly 1am here in England! Thanks for your help. Cheers, Dave.

There was no "extensions.json.bak" file, but I renamed the other one and Firefox did regenerate it when I ran it again. No difference though, the Rapport extension is still missing. I've only tried it on Firefox 52ESR on Windows XP, tomorrow I will try it on Firefox 56 on Windows 10, but I'm not expecting that it will produce a different result. Off to bed now, it's nearly 1am here in England! Thanks for your help. Cheers, Dave.

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jscher2000
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Hi Dave-H, I wonder if this is related to the recent switching over of 64-bit Windows users from 32-bit Firefox to 64-bit Firefox? That definitely was a feature of the Firefox 56.0.1 updater but I don't know about ESR. Some extensions are not compatible with 64-bit Firefox due to embedded DLLs.

If relevant:

Note: If you decide to try 64-bit Firefox on the same system at some point in the future, see: How to switch from 32-bit to 64-bit Firefox.

Hi Dave-H, I wonder if this is related to the recent switching over of 64-bit Windows users from 32-bit Firefox to 64-bit Firefox? That definitely was a feature of the Firefox 56.0.1 updater but I don't know about ESR. Some extensions are not compatible with 64-bit Firefox due to embedded DLLs. If relevant: * [[Back up and restore information in Firefox profiles]] * [[How to opt out of 32-bit Firefox migration to 64-bit]] ''Note: If you decide to try 64-bit Firefox on the same system at some point in the future, see:'' [[How to switch from 32-bit to 64-bit Firefox]].
Dave-H 2 giải pháp 59 câu trả lời
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That could be a factor, but my Firefox 56 on Windows 10 is already 64 bit, and has been for a long time now. Firefox 52ESR on Windows XP (it's a dual boot machine) is 32 bit of course. I also have a dual boot netbook, again with Firefox 52ESR on Windows XP, and Firefox 56 32 bit on Windows 8.1. I will try firing that up later today and see if the Rapport add-on also vanishes on that on both installations.

That could be a factor, but my Firefox 56 on Windows 10 is already 64 bit, and has been for a long time now. Firefox 52ESR on Windows XP (it's a dual boot machine) is 32 bit of course. I also have a dual boot netbook, again with Firefox 52ESR on Windows XP, and Firefox 56 32 bit on Windows 8.1. I will try firing that up later today and see if the Rapport add-on also vanishes on that on both installations.
ggs7 0 giải pháp 2 câu trả lời
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Hi. I also had this problem, and solved by using the refresh feature. Maybe that's worth a try?

Hi. I also had this problem, and solved by using the refresh feature. Maybe that's worth a try?
Tyler Downer
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Trusteer is a historically poorly written extension. I wonder if there is something that is broken in the update. Another thing to try is contacting Trusteer for support. I do know we have not blocked the latest version of Trusteer.

Refreshing Firefox and re-installing the extension is an option as well.

Trusteer is a historically poorly written extension. I wonder if there is something that is broken in the update. Another thing to try is contacting Trusteer for support. I do know we have not blocked the latest version of Trusteer. Refreshing Firefox and re-installing the extension is an option as well.
Dave-H 2 giải pháp 59 câu trả lời
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Câu trả lời hữu ích

Thanks, good to know that the Rapport extension hasn't been deliberately blocked, but strange that it should stop working on two completely independent and different versions of Firefox, on two different operating systems, and at exactly the same time! I will try repairing/reinstalling Rapport to see if it makes any difference. I already reported this to Trusteer nearly a week ago, and no response as yet, which is a bit puzzling as they normally respond to support requests pretty quickly.

Thanks, good to know that the Rapport extension hasn't been deliberately blocked, but strange that it should stop working on two completely independent and different versions of Firefox, on two different operating systems, and at exactly the same time! I will try repairing/reinstalling Rapport to see if it makes any difference. I already reported this to Trusteer nearly a week ago, and no response as yet, which is a bit puzzling as they normally respond to support requests pretty quickly.
td47 1 giải pháp 17 câu trả lời
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I have been infuriated on two counts here. First, is the frequent updates for the (otherwise good and secure) FF browser, and second is the inability of Trusteer Rapport to develop it quickly enough to keep pace with your changes and moving goal-posts. Given that it is an IBM owned company, I am somewhat surprised, but as it is free software, obviously they have to watch the cost of support and ongoing development. I would hope that the major Banks (who recommend it) would donate funds to make the development & support more timely. They could claim a tax refund on it!

NOTES: The 1804.161 version STILL fully functions on my laptop that is FORCED to stay on FF V53, and only PARTIALLY worked on V56.00 (in that all sites PREVIOUSLY protected are green and OK, but the UI box to ADD a new site fails to open with the "protect" option). NOW: after the update to V56.02, as many others have found, it has been blocked internally and dissapeared from the add-on list. I did see some info that the "about:config" key xpinstall.signatures.required could be made false, but I think this only works in Development mode (as it is still gone, and not returned even after a re-install of Rapport 1804.161)?

I have been infuriated on two counts here. First, is the frequent updates for the (otherwise good and secure) FF browser, and second is the inability of Trusteer Rapport to develop it quickly enough to keep pace with your changes and moving goal-posts. Given that it is an IBM owned company, I am somewhat surprised, but as it is free software, obviously they have to watch the cost of support and ongoing development. I would hope that the major Banks (who recommend it) would donate funds to make the development & support more timely. They could claim a tax refund on it! NOTES: The 1804.161 version STILL fully functions on my laptop that is FORCED to stay on FF V53, and only PARTIALLY worked on V56.00 (in that all sites PREVIOUSLY protected are green and OK, but the UI box to ADD a new site fails to open with the "protect" option). NOW: after the update to V56.02, as many others have found, it has been blocked internally and dissapeared from the add-on list. I did see some info that the "about:config" key xpinstall.signatures.required could be made false, but I think this only works in Development mode (as it is still gone, and not returned even after a re-install of Rapport 1804.161)?
Dave-H 2 giải pháp 59 câu trả lời
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Well Rapport is no longer working for me on Firefox 52ESR either, so it's not just the most recent versions it's failed on. It stopped working on 52.4ESR (Windows XP) and 56.0.2 (Windows 10) at exactly the same time, which leads me to believe that it has actually now been blocked by Mozilla, despite what was said a few post ago by @Tyler Downer. I have still had nothing back from Trusteer, despite sending them a follow-up message.

Well Rapport is no longer working for me on Firefox 52ESR either, so it's not just the most recent versions it's failed on. It stopped working on 52.4ESR (Windows XP) and 56.0.2 (Windows 10) at exactly the same time, which leads me to believe that it has actually now been blocked by Mozilla, despite what was said a few post ago by @Tyler Downer. I have still had nothing back from Trusteer, despite sending them a follow-up message.

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Tyler Downer
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Here is the list of blocked add-ons. https://blocked.cdn.mozilla.net/

Trusteer is not on that list.

It is most likely that trusteer simply dropped support for old versions of Firefox.

Please follow up with trusteer

Here is the list of blocked add-ons. https://blocked.cdn.mozilla.net/ Trusteer is not on that list. It is most likely that trusteer simply dropped support for old versions of Firefox. Please follow up with trusteer
Tyler Downer
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Here is the list of blocked add-ons. https://blocked.cdn.mozilla.net/

Trusteer is not on that list.

It is most likely that trusteer simply dropped support for old versions of Firefox.

Please follow up with trusteer

Here is the list of blocked add-ons. https://blocked.cdn.mozilla.net/ Trusteer is not on that list. It is most likely that trusteer simply dropped support for old versions of Firefox. Please follow up with trusteer
Dave-H 2 giải pháp 59 câu trả lời
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Firefox 56.0.2 on Windows 10 is not an old version, it's the current latest released configuration, and it doesn't work on that, at least not for me!

Firefox 56.0.2 on Windows 10 is '''not''' an old version, it's the current latest released configuration, and it doesn't work on that, at least not for me!

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Tyler Downer
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You said you last tested on Firefox 52. At this point, you are best off contacting Trusteer support, as everything shows this add-on should be working.

You said you last tested on Firefox 52. At this point, you are best off contacting Trusteer support, as everything shows this add-on should be working.
Dave-H 2 giải pháp 59 câu trả lời
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Don't worry, I have contacted them, well over a week ago, and there's been a deafening silence so far! This in itself is worrying , as I've contacted them with problems in the past and they've always responded quickly. This time all I've had is the acknowledgement e-mail, which is automatically generated of course. I wonder if they know they've got a real problem here and they're deliberately not responding about it. I always said that the problem was on all my Firefox installations, both 52ESR on Windows XP (two installations), and 56 on Windows 8.1 and Windows 10, and they all failed simultaneously, which can't have been a coincidence.

Don't worry, I have contacted them, well over a week ago, and there's been a deafening silence so far! This in itself is worrying , as I've contacted them with problems in the past and they've always responded quickly. This time all I've had is the acknowledgement e-mail, which is automatically generated of course. I wonder if they know they've got a real problem here and they're deliberately not responding about it. I always said that the problem was on all my Firefox installations, both 52ESR on Windows XP (two installations), and 56 on Windows 8.1 and Windows 10, and they all failed simultaneously, which can't have been a coincidence.