Support

The issue which you are experiencing is known to us and may be related to one of Rapport's settings. We are working hard on solving this issue and expect the problem to be fixed in a future release.

We would like to ask you to disable Rapport's status indicator shortcut:

Instructions for disabling status indicator shortcut:
1. Open the console (Start > Programs > Trusteer Rapport > Rapport console)
2. Click "More Settings" in the "Product Settings" widget.
3. Locate the line: "Status Indicator Shortcut (Alt+R)" and uncheck the box next to it.
4. Restart your browser.

If you would like to be notified once a version with the fix to this problem is released, or if the problem is not resolved after disabling Rapport's status indicator shortcut please click here to submit a support ticket.

We are glad to inform you that the conflict with Windows updates has been resolved in the latest Rapport version.

Click here to download the latest version

Should the problem persist, or if you encounter any other problem, please contact us by submitting this form.

There are a number of known issues which may prevent Rapport from successfully installing.
Please review the below list of known issues and their possible solutions:

• When I try to install Rapport I am informed that Rapport is already installed
• When I try to install Rapport I receive "Rapport setup ended prematurely"
• When I try to install Rapport I receive "RapportSetup.exe is not a valid win32 application"
• When I try to install Rapport I receive the following error code: PREVUNIS
• When I try to install Rapport I receive: "An error occurred installing the package. Windows Installer returned 1601"
• When I try to install Rapport I receive: "An error occurred installing the package. Windows Installer returned 1638"
• When I try to install Rapport I receive: "Sorry, the setup package could not be downloaded"
• When I try to install Rapport I receive an error not in the list of known issues

We are glad to inform you that the conflict with Visual Studio has been resolved in the latest Rapport version.

Click here to download the latest version.

Should the problem persist, or if you encounter any other problem, please contact us by submitting this form.

You may have recently received an alert by AVG regarding a Trojan horse virus in one of Rapport's legitimate files.

We have received word from the vendor that their database is now updated, and that the issue was rectified.

We would like to recommend you to check for updates in AVG.

If you are unable to access certain websites after typing in your credentials (username/password) and attempting to log on please click here.

If you are unable to reach certain websites due to navigation errors, such as "This webpage is not available", "server not found" and similar errors please follow the instructions below:

In order to verify that this problem is related to Rapport, please stop Rapport and see if the problem resolves. You can also start Rapport again to make sure that it is consistent with Rapport.

You can stop and start Rapport by opening -

PC users: Start Menu > Programs > Trusteer Rapport > Stop/Start Rapport
Mac users: Apple menu > System preferences > Other > Rapport > Stop/Start Rapport

Please note that this is not a permanent solution, and while Rapport is deactivated you are not protected.

If you find that you are able to reach these websites with Rapport stopped please follow these instructions on how to report a problem from the Rapport console (Windows)

1. Click ‘Start’.

2. Click ‘All Programs’.

3. Choose ‘Trusteer Rapport’ and click ‘Rapport Console’.

4. Click ‘Report a Problem’ (under ‘Help and Support’, first link):



5. Fill in the form (please make sure to include the answers to the questions above in the description field) and click ‘Submit’.



 

Platforms: Windows

You should check if Internet Explorer's Security settings have JavaScript enabled.
To do that, Go to Internet Explorer->Tools->Internet Options->Security Tab->Custom Level and check that in the Scripting Section, "Active Scripting" is enabled. If not, change it to "enabled", apply changes and reopen your Browser.

Note: You need to check (and possibly change) your IE Security settings even if you're using a Firefox browser.

Platform: Windows

When you browse to a protected website Rapport blocks screen capturing attempts to prevent malware from capturing sensitive information that is presented by your browser. A screen capturing program would show black screens when your browser presents a protected website.

If you are not trying to capture the protected website then just minimize the browser window or browse away from the protected website and then try the screen capturing tool again.

If you are trying to capture the screen of a protected website you should first turn off this specific protection mechanism by following these steps:

1. Open Rapport Console:

   a. Click the Rapport icon, located next to the browser's address bar, and then click "Open Console", or

   b. Click Start -> All Programs -> Trusteer Rapport -> Rapport Console

2. Change the policy by following these steps:

   a. At the bottom of the console there is a green right arrow - click it

   b. Click "Edit Policy"

   c. Enter the letters as they are shown in the image and then click OK.

   d. Find "Block Screen Capturing " (1st row)

   e. Next to "Block Screen Capturing", Click the drop down menu and choose "Never"

   f. Click "Save"

3. Reboot your computer

Platforms: Windows, Mac

This is a very rare scenario. Rapport blocks unauthorized browser add-ons from accessing the browser. Some add-ons are badly designed and do not handle blocked requests properly. As a result the add-on crashes and causes the browser to crash (as the add-on is part of the browser's process).

We are constantly testing Rapport against hundreds of browser add-ons. However, due to the huge number of add-ons you might be running an add-on that was not tested with Rapport and does not properly handles Rapport's blocking activity.

If your browser is crashing or closes on its own and you also have Symantec Endpoint Protection installed, please visit this page. Otherwise, click here to learn how to contact support

If you cannot open your browser, stop Rapport by:

Windows: going to Start->All Programs->Trusteer Rapport->Stop Rapport.
Mac: going to System Preferences -> Other -> Rapport -> Stop Rapport

Platform: Windows

If you encounter this problem then please follow these instructions:

1. Open Rapport Console:

   a. Click the Rapport icon, located next to the browser's address bar, and then click "Open Console", or

   b. Click Start -> All Programs -> Trusteer Rapport -> Rapport Console

2. Change the policy by following these steps:

   a. At the bottom of the console there is a green right arrow - click it

   b. Click "Edit Policy"

   c. Enter the letters as they are shown in the image and then click OK.

   d. Find "Protect Rapport from Unauthorized Removal" (11th row)

   e. Next to "Protect Rapport from Unauthorized Removal", Click the drop down menu and choose "Never"

   f. Click "Save"

3. Reboot your computer

* If you are using SafeCentral, please review our compatibility page, as it is incompatible with Rapport and may cause such system crashes.

Platform: Windows

Rapport encrypts keystrokes from the keyboard driver to the browser. If another desktop utility changes keystrokes Rapport might not be able to decrypt the keystrokes it encrypts. As a result, the password you send to the website is incorrect.

For assistance in troubleshooting this issue, please click here

Below you can find a few simple steps to disable our anti-keylogging drivers.
Since this disables your protection against keylogging, we welcome you to troubleshoot this problem by clicking the link above.

To disable Rapport's protection against Keylogging, please follow these instructions:

1. Open Rapport Console:

   a. Click the Rapport icon, located next to the browser's address bar, and then click "Open Console", or

   b. Click Start -> All Programs -> Trusteer Rapport -> Rapport Console

2. Change the policy by following these steps:

   a.  At the bottom of the console there is a green right arrow - click it

   b. Click "Edit Policy"

   c. Enter the letters as they are shown in the image and then click OK.

   d. Find "Block Keyloggers".

   e. Next to "Block Keyloggers", Click the drop down menu and choose "Never"

   f. Click "Save"

3. Reboot your computer

Platform: Windows

Scenario A:
If you cannot access protected websites (when the icon is green) but can access unprotected website (when the icon is grey) then please follow these instructions, otherwise skip to scenario B:

1. Open Rapport Console:

   a. Click the Rapport icon, located next to the browser's address bar, and then click "Open Console", or

   b. Click Start -> All Programs -> Trusteer Rapport -> Rapport Console

2. Change the policy by following these steps:

   a. At the bottom of the console there is a green right arrow - click it

   b. Click "Edit Policy"

   c. Enter the letters as they are shown in the image and then click OK.

   d. Find "Validate Website IP Address " (6th row)

   e. Next to "Validate Website IP Address", Click the drop down menu and choose "Never"

   f. Click "Save"

3. Reboot your computer

Scenario B:
If you cannot access any website regardless of the icon's color then please follow these instructions:

1. Open Rapport Console:

   a. Click the Rapport icon, located next to the browser's address bar, and then click "Open Console", or

   b. Click Start -> All Programs -> Trusteer Rapport -> Rapport Console

2. Change the policy by following these steps:

   a. At the bottom of the console there is a green right arrow - click it

   b. Click "Edit Policy"

   c. Enter the letters as they are shown in the image and then click OK.

   d. Find "Protect Rapport from Unauthorized Removal " (11th row)

   e. Next to "Protect Rapport from Unauthorized Removal ", Click the drop down menu and choose "Never"

   f. Click "Save"

3. Reboot your computer

Platforms: Windows

Scenario A:
If you cannot access protected websites (when the icon is green) but can access unprotected website (when the icon is grey) then please follow these instructions, otherwise skip to scenario B:

1. Open Rapport Console:

   a. Click the Rapport icon, located next to the browser's address bar, and then click "Open Console", or

   b. Click Start -> All Programs -> Trusteer Rapport -> Rapport Console

2. Change the policy by following these steps:

   a. At the bottom of the console there is a green right arrow - click it

   b. Click "Edit Policy"

   c. Enter the letters as they are shown in the image and then click OK.

   d. Find "Validate Website IP Address " (6th row)

   e. Next to "Validate Website IP Address", Click the drop down menu and choose "Never"

   f. Click "Save"

3. Reboot your computer

Scenario B:
If you cannot access any website regardless of the icon's color then please follow these instructions:

1. Open Rapport Console:

   a. Click the Rapport icon, located next to the browser's address bar, and then click "Open Console", or

   b. Click Start -> All Programs -> Trusteer Rapport -> Rapport Console

2. Change the policy by following these steps:

   a. At the bottom of the console there is a green right arrow - click it

   b. Click "Edit Policy"

   c. Enter the letters as they are shown in the image and then click OK.

   d. Find "Block Browser Process Alteration " (10th row)

   e. Next to "Block Browser Process Alteration", Click the drop down menu and choose "Never"

   f. Click "Save"

3. Reboot your computer

Please make sure you are using a supported version.

If you are using a supported version and still cannot see the Rapport icon, please send us the Rapport logs from your system.

If Rapport's icon appears in Safari but remains grey even on protected websites (such as your bank's website where it should turn green) please check if you have Extensions enabled in Safari.

To do so please follow these instructions:

1) From the Safari menu, please click on Preferences.
2) Please check if you have an Extensions tab.
3) Within the Extensions tab, please check if the button enabling Extensions is on.
4) If Extensions are enabled, we recommend downloading the updated version of Rapport here.

* In step 2 if you do not have an Extensions tab, this means this feature is not enabled in your Safari. Please proceed to sending us Rapport logs.

If the problem persists, please contact us and send us the Rapport logs so we can analyze the problem and reply with a solution.

Platforms: Windows

If you receive an error message with the following reference code: "PREVUNIS", this occurs when you try to install Rapport after uninstalling a previous version, without restarting your computer in between. Please restart your computer and try again.

If the problem persists then please contact support

Platforms: Mac

One possibility is that you are not using and intel-based Mac.

Rapport does not support PowerPC (G3, G4, G5, etc.), only intel-based Macs.

Please make sure you are using a supported version.

If you are using a supported platform, reboot your computer after the Rapport installation.

If you are using PC Tools iAntiVirus or Application Enhancer (if installed both can be located in System Preferences) please note that these products are currently not compatible with Rapport. We are working on resolving these issues.

If there is a different problem, please contact us and send us the Rapport logs so we can analyze the problem and reply with a solution.

Platforms: Windows

The following are known issues:

• CA Internet Security Suite 2009 when used with Internet Explorer
• PC-Tools Threatfire when used with Google Chrome
• Comodo Internet Security or Firewall with Defense+ prior to version 3.13, when used with Firefox
• Ad Muncher

We're working with these vendors to resolve the issues. Until then you can either stop Rapport or stop the conflicting tool. The following free antivirus solution works well with Rapport: http://www.microsoft.com/Security_Essentials/

Any other browser issues you may have experienced during the time Trusteer Rapport was installed were probably a result of software incompatibility or a clash with malware already on your PC. While we test Rapport extensively against hundreds of solutions and do everything we can to prevent, identify and fix such issues, there are some software combinations we haven’t yet reached. These issues are extremely rare, but nonetheless irritating for you. We sincerely apologize and we’d like to make it up to you.

Please click "Live Support Online" on the left to start an online chat with a support representative and fix the issue you're experiencing, or request a callback from the link below and our support representatives will call you as soon as possible.

Platforms: Windows

Windows Auto Update is disabled - Open the Security Center through the control panel and click "Automatic Updates". If you deliberately do not wish it to be set to "Automatic", you can ignore Rapport's recommendation. Otherwise, please select "Automatic", as this is the recommended choice by Microsoft as well.

Anti Virus or Firewall are not running or not up to date - Open the Security Center through the control panel. If Window's Security Center does not successfully monitor your security solution either, it means this security solution is not informing Windows about its existence as it should. Thus, Rapport may not be able to identify its existence either. If a problem still exists despite following the instructions above, please report a problem through the Rapport console (under "Help and Support") and our support staff will receive the required information in order to analyze the problem and get back to you with a solution.

Rapport protects each set of credentials you submit to a partner-protected site (such as your bank login page) and only asks you about the first set of credentials - any following submissions, including accidental ones, will automatically be protected. This means that if you accidentally submitted, for example, your webmail password into your bank login page, then the next time you log into your webmail Rapport will identify that you have used protected credentials in the wrong site.

This mechanism ensures that if more than one person is using the computer, or if a user has more than one set of credentials - they will all be protected.

If you see that Rapport is alerting you about credentials from a website you did not expect, please follow these steps:

1. Open the Rapport Console (Start > Programs > Trusteer Rapport > Rapport Console)

2. Click on the right arrow to move to page 2

3. Click on "Edit policy"

4. Insert the required characters

5. Click on "Warn when login information is used in unknown websites" and then click on "clear cache" in the menu that opens.

Rapport will now ask you again if you wish it to protect the credentials in each protected site you log into. Choose "yes" as you did before.

Platform: Windows

This may be a result of keyboard hardware which is incompatible with one of our drivers.

For assistance in troubleshooting this issue, please click here

Below you can find a few simple steps to disable our anti-keylogging drivers.
Since this disables your protection against keylogging, we welcome you to troubleshoot this problem by clicking the link above.

To disable Rapport's protection against Keylogging, please follow these instructions:

1. Open Rapport Console:

   a. Click the Rapport icon, located next to the browser's address bar, and then click "Open Console", or

   b. Click Start -> All Programs -> Trusteer Rapport -> Rapport Console

2. Change the policy by following these steps:

   a. At the bottom of the console there is a green right arrow - click it

   b. Click "Edit Policy"

   c. Enter the letters as they are shown in the image and then click OK.

   d. Find "Block Kernel Keylogging"

   e. Next to "Block Kernel Keylogging", click the drop down menu and choose "Never". If you find two settings containing  "Kernel Keylogging" - disable both.

   f. Click "Save"

3. Reboot your computer

Since this disables your protection against kernel keylogging, we welcome you to report this problem to Trusteer Technical Support by following the instructions given here under "How to report a problem from the Rapport console (Windows)". This way we can investigate the problem and make sure it does not happen to you or to any other user.

Platform: Windows

Rapport encrypts keystrokes from the keyboard driver to the browser. If another desktop utility changes keystrokes Rapport might not be able to decrypt the keystrokes it encrypts. As a result you are seeing incorrect characters such as abcd instead of the text you typed.

For assistance in troubleshooting this issue, please click here.

This may be a result of keyboard hardware which is incompatible with one of our drivers.

Below you can find a few simple steps to disable our anti-keylogging drivers.
Since this disables your protection against keylogging, we welcome you to troubleshoot this problem by clicking the link above.

1. Open Rapport Console:

   a. Click the Rapport icon, located next to the browser's address bar, and then click "Open Console", or

   b. Click Start -> All Programs -> Trusteer Rapport -> Rapport Console

2. Change the policy by following these steps:

   a. At the bottom of the console there is a green right arrow - click it

   b. Click "Edit Policy"

   c. Enter the letters as they are shown in the image and then click OK.

   d. Find "Block Kernel Keylogging", click the drop down menu and choose "Never"

   e. Find "Block Keylogging", click the drop down menu and choose "Never"

   f. Click "Save"

3. Reboot your computer

In order to diagnose whether the performance problem you are experiencing is caused by Rapport, please follow the instructions below.

* Please note that there are known issues with the following products:

• CA Internet Security Suite 2009 when used with Internet Explorer.
• Comodo Internet Security or Firewall with Defense+ prior to version 3.13, when used with Firefox

We're working with these vendors to resolve the issues. Until then you can either stop Rapport or stop the conflicting tool. The following free antivirus solution works well with Rapport: http://www.microsoft.com/Security_Essentials/

1. Verify that your system has sufficient memory resources to properly run with Rapport.
   In order to do this, please press the "Windows key" and the "R" key together (alternatively, click the Start menu and choose "Run..."), and then type:
   "msinfo32", as depicted in the image below and press "OK".
   
   In the "System Information" page which opens following this command, please choose "system summary" on the left, scroll all the way down (on the right side of the window) and check if you have sufficient  "Available Physical Memory" (more than 100MB is sufficient).
   If you do not have sufficient Available Physical Memory, we advise you to uninstall Rapport until you upgrade your system's hardware to include more RAM.
2. If your system has sufficient memory resources to run Rapport, please make sure that the performance issue is indeed only occurring while Rapport is running. To test this, please stop Rapport by following: Start > All Programs > Trusteer Rapport > Stop Rapport and check if the system's performance has improved. If it has, please restart Rapport (Start > All Programs > Trusteer Rapport > Start Rapport) and check if the issue is indeed consistent with Rapport's operation.
3. If the problem proves to be consistent with Rapport (from the previous step), please check whether there is a conflict between Rapport and one of your browser's add-ons. In order to attempt to locate the conflicting add-on, please try to temporarily disable your browser's add-ons, one by one, and reevaluate your browser's operation speed after disabling each add-on.
   
   • To disable Internet Explorer add-ons, select Tools > Manage Add-ons > "Enable or Disable Add-ons..." from Internet Explorer's menu - then select the add-on to disable and click the "Disabled" radio button at the lower left part of the dialog box. Finally, click "OK" / "Close" to continue, restart your browser and re-evaluate its speed.
   • To disable Firefox add-ons, select  Tools in the menu bar, click "Add-ons" and select the "extensions" tab. Then select the add-on to disable, click the "Disabled" button and restart your browser to re-evaluate its speed.
   • To disable the Google Chrome extensions, click on the "Wrench" icon next to your address bar (the "Customize and control Google Chrome" button), hover your mouse on "Tools" and click "Extensions". Then select the extension to disable and click on the "Disable" link below it. Restart your browser to re-evaluate its speed.
4. Lastly, the problem may be related to one of Rapport's protection mechanisms. Please try to disable some of Rapport's protection mechanisms by following the instructions below:
   1. Open the console (Start > Programs > Trusteer Rapport > Rapport console)
   2. Click on the arrow icon to move to page 2
   3. Click on "Edit policy" under the "Security Policy" widget
   4. Insert the required characters
   5. Change the settings next to "Block unknown browser add-ons" to "Never"
   6. Repeat step 5 for the following mechanisms: "Early Browser Protection", "Block unauthorized modules in the browser", "Block Browser Process alteration", "Block Access to Information inside the Browser"
   7. Click "Save"
   8. Restart your browser
   9. Re-evaluate the browser speed.
   *Please note that as this procedure disables some of Rapport's protection mechanisms, your system may be less secure. We therefore advise you that if this has resolved the performance problem, to re-enable the mechanisms one by one in order to leave out the conflicting one only, and to keep your system at its most secure operating state.
   
5. Should you find a specific Add-on or Rapport mechanism which is the cause of the problem, please contact our support team and update them on your findings.

Platform: Windows, Mac

Some antivirus and anti-spyware solution are inaccurate and may warn about some of Rapport's operations.

In order to protect the browser Rapport needs to access low-level operating system resources. As a result, inaccurate antivirus solutions may assume that Rapport is trying to cause harm and warn about that. Very inaccurate and sloppy solutions may even identify Rapport as malware and recommend you uninstall it. This is merely because these solutions have no accurate way of identifying malware.

Trusteer is constantly testing Rapport against various antivirus and anti-spyware solutions. Whenever we find a solution that inaccurately classifies Rapport we contact the vendor to resolve the issue. Unfortunately not all vendors have the ability or the mechanisms to improve their detection and exclude good software.

If your antivirus or anti-spyware solution shouts about Rapport, please contact us by clicking here. We'll try to fix this issue with the vendor. Do not remove Rapport. Most solutions would allow you to ignore and close the warning or even manually approve Rapport.

For instructions on how to configure different security solutions to work with Rapport click here.

This problem has been fixed in our latest version and users which have previously experienced it report that is has now been resolved.

We would like to ask you to install our latest version. Since you are planning to conduct a system restore, it is best that you do this first before installing Rapport's latest version.

Therefore, please uninstall Rapport, restart your computer and conduct the system restore.

Once you have done this, please install the latest version from here.

The next time you would like to perform a system restore, you will not receive any error messages.

Platforms: Windows, Mac

Contact Support. Our support service is free. Click here to learn how to contact support

If Rapport interrupts with your ongoing work, do not remove it - contact support and then stop Rapport. When Rapport is stopped it does not interfere with your work. If you remove Rapport it makes it very hard for Trusteer to identify the problem and fix it.

To stop Rapport on Windows: Click Start -> All Programs -> Trusteer Rapport -> Stop Rapport.

To stop Rapport on Mac:
System Preferences -> Other -> Rapport -> Stop Rapport

Platforms: Windows, Mac

The icon is either green or grey:

Three possible reasons can prevent the icon from appearing:

(1) You chose to remove the icon from the address bar. Rapport still protects you. If you wish to restore the icon, please click here.

(2) Your browser is not supported. For a list of currently supported browsers, please click here.

(3) Rapport is not running. Start Rapport by choosing:

• Windows: Start -> All Programs -> Trusteer Rapport -> Start Rapport
• Mac: System Preferences -> Other -> Rapport -> Start Rapport

If you still do not see the Rapport icon, please contact support.

Platforms: Windows, Mac

There are several reasons for that:

1. Rapport protects browser files against unauthorized modification and does this even when the browser is closed

2. Rapport looks for software and configuration updates even when the browser is closed

3. Rapport protects itself against unauthorized removal and has to be active all the time for that

4. When launching the browser Rapport needs to perform a few actions to protect this process and these actions must start before the browser

Platform: Windows

Please use our safe removal tool to remove any Rapport leftovers. Instructions are available here.

Once removed reboot your computer and then reinstall Rapport. Don't try to reinstall without rebooting first.

If the problem persists then please contact support

If you are having trouble downloading Rapport from your bank's website, either because you cannot find the install link or if you get one of the error message "Sorry, the files could not be downloaded", please click here.

If you have received an error message containing the words "...is not a valid win32 application", you need to clear your browser's cache and try downloading Rapport again. You can find instructions on this here.

For any other error messages during Rapport install process, please contact technical support by clicking here.

You may need to update Rapport's version and configuration.

If you've had Rapport and it had worked in the past with Google Chrome, re-install Rapport directly from the website where you've previously downloaded it, or directly from here.
Then follow the instructions below for users who have just installed Rapport.

If you've just installed Rapport:
1. Open the console (Start > programs > Trusteer Rapport > Rapport Console)
2. Click "More settings"
3. Click "Check for Updates now"
4. Restart your browser

If you are still unable to see the Rapport icon in Google Chrome, please verify you are using a Standard or Beta version of Chrome and not a Developer's Channel version (which Rapport does not support).

If you are using a standard or Beta version of Google Chrome and still cannot see the Rapport icon, please contact Trusteer Support by clicking here.

If you are using Mac and get an error telling you that you have to be using Mac to run the file, please download Rapport directly from here, as the file you've downloaded may accidentally be for older versions of Mac OSX.

For assistance in troubleshooting this issue, please click here.

This may be a result of keyboard hardware which is incompatible with one of our drivers.

Below you can find a few simple steps to disable our anti-keylogging drivers.
Since this disables your protection against keylogging, we welcome you to troubleshoot this problem by clicking the link above.

To disable Rapport's protection against Keylogging, please follow these instructions:

1. Open Rapport Console:

   a. Click the Rapport icon, located next to the browser's address bar, and then click "Open Console", or

   b. Click Start -> All Programs -> Trusteer Rapport -> Rapport Console

2. Change the policy by following these steps:

   a. At the bottom of the console there is a green right arrow - click it

   b. Click "Edit Policy"

   c. Enter the letters as they are shown in the image and then click OK.

   d. Find "Block Keylogging"

   e. Next to "Block Keylogging", click the drop down menu and choose "Never".

   f. Click "Save"

3. Reboot your computer

We suspect that the latest version of Rapport resolves these crashes.

You can download the latest version from this link.

Once the new version is completely installed, please reboot your system.

If the problem persists, please contact our support team.

Rapport's latest version now supports Internet Explorer 9. You can download the latest version here:

http://download.trusteer.com/Gcur4Wtnu/RapportSetup.exe

You do not need to uninstall your current version of Rapport for this, but please notice the process will request Rapport to shutdown before proceeding with the installation.
You may need to restrart your computer if you still do not see the Rapport icon in the browser.

If you still cannot see the icon after a restart, please contact us.

If you have experienced a Google Chrome crash after installing Rapport, please note that this is a one-time occurrence and should not happen again after you restart your browser.
We apologize for the inconvenience and we are working on fixing this.

A similar issue may occur if you have Google Chrome set to open upon Windows start-up, or open it manually very quickly upon Windows start-up.
We currently recommend to wait a few minutes after Windows starts up before starting Google Chrome, to avoid the crash.
We are working on fixing this as well. 

The problem may be due to a conflict between Rapport and an add-on called SafariSniffer which is installed on your computer.
We recommend checking for this add-on and removing it in order to be able to use Rapport with Safari.

In order to see if the add-on is installed and remove it, please open your Finder and go to: HD > Library folder > Application Support > SIMBL > Plugins
Locate Safari Sniffer and delete it (either by dragging it to the Trash or by clicking on the Delete key in your keyboard).

If you do not wish to remove this add-on, please contact us and we will let you know when this problem is fixed.

If you do not have this add-on installed, please send us the logs from your computer by following the instructions here.
We apologize for the inconvenience. We appreciate your cooperation in helping us fix this problem and allowing you to enjoy the protection that Rapport offers.

In the meantime, please stop Rapport through the System Preferences to avoid any further interference (Apple menu > System preferences > Other > Rapport > Stop Rapport).