Trusteer

Platforms: PC

Adobe Flash is not up to date - The latest version of Adobe flash must be installed while using Internet Explorer, even if that is not the browser you normally use. Please remember to restart your browser and click "scan now" after updating Adobe Flash.

Windows Auto Update is disabled - Open the Security Center through the control panel and click "Automatic Updates". If you deliberately do no 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.

Platform: Windows

This is most likely as a result of keyboard hardware which is incompatible with one of our drivers.

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 "Block Kernel Keylogging" (8th row - don't confuse it with "Block Keylogging")

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

   f. Click "Save"

3. Reboot your computer

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

Platforms: Windows, Mac

Uninstall instructions for Windows are available here

Uninstall instructions for Mac are available here

Platforms: Windows

The following are known issues:

• CA Internet Security Suite 2009 and Internet Explorer
• PC-Tools Threatfire and Google Chrome
• Comodo Internet Security or Firewall with Defense+ prior to version 3.13 and 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 call us at:

UK - 020 3239 2926
US - (646) 461-1446

Platforms: Mac

Make sure your browser is supported

Rapport doesn't support PowerPC

Reboot your computer

If the problem persists then please contact support

Platforms: Mac

No. Only Intel-based platforms are supported.

Platforms: Windows

Please reboot your computer and try again.

If the problem persists then please contact support

Platforms: Windows, Mac

We strongly recommend downloading from your bank's website. When on your bank's website look for the security section (usually at the bottom of the page). The security section should include a link to Rapport or a link to "protect yourself". If you're unable to find the download link on your bank's website you can use this link as well: http://www.trusteer.com/webform/download-rapport

Platforms: Windows, Mac

(Alliance & Leicester customers only)

Go to this page and make sure it says "Rapport is active on your machine". If not then you're either not using Rapport or accessing the page from an unsupported browser.

Enter your name and email address. Phone number is optional. If there is any additional information you wish to send to the bank alongside this confirmation you can use the Additional Info field. Choose the name of your bank from the drop down list and click Submit.

Once done an automatic confirmation will be sent to your bank.

Platform: Windows

Rapport encrypts keystrokes from the keyboard driver to the browser. If another desktop utility changes keystrokes on the fly 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.

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 "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

Platforms: Mac

Go to Safari's menu and choose "Quit Safari". Start Safari again

If the icon does not appear at all, it may be because the Safari toolbar has too many icons. We are working on fixing this.

To check if this is the problem, you can remove the icons one by one and restart Safari. You can also drag the "default toolbar" onto the toolbar area to restore the toolbar to its default setting, where the Rapport icon should appear.

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

Platforms: Mac

Yes. Both Leopard and Snow Leopard are supported. Please download from here :

http://consumers.trusteer.com/leopard-105x-and-snow-leopard-106x

Platforms: Windows, Mac

The following are known issues:

• CA Internet Security Suite 2009 and Internet Explorer
• PC-Tools Threatfire and Google Chrome
• Comodo Internet Security or Firewall with Defense+ prior to version 3.13 and 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 performance or 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 call us at:

UK - 020 3239 2926
US - (646) 461-1446

Platforms: Windows, Mac

Did you know that 2 millions legitimate websites download malware to your PC? 15,000 newly infected web pages are identified each day and 79% of them are legitimate websites that have been hacked. Even well known websites such as Google and Yahoo have been reported to serve malware to users through ads. Even if you are very careful and only visit well-known websites, malware can silently find its way to your computer.

Did you know that "a recent test of best-of-breed anti-virus vendors and Web browser anti-phishing filters revealed that more than half of active malware and phishing threats on the Internet go undetected, with an average detection rate of 37 percent for malware and 42 percent for phishing."

Did you know that one in four personal computers in the US – or 59 million – is already infected with malware?

Did you know that recent malware can silently record keystrokes, capture screen images and steal confidential financial information from your computer?

Rapport's protection is based on a revolutionary technology that is entirely different from the technologies used by other desktop security solutions. Rapport protects your username, password, and other sensitive login information and prevents malware and fraudulent websites from stealing this information. Rapport also protects your communication and prevents malware from tampering with your transaction (for example, transferring money from your bank account to the attacker's bank account)

If you bank, trade, or shop online, Rapport can significantly reduce your exposure to the emergent threat of financial fraud and identity theft.

Platforms: Windows, Mac

You should have a Trusteer Rapport icon (either green or grey) in your browser's address bar.

If you can't see an arrow click here: http://consumers.trusteer.com/i-dont-see-arrow-what-does-it-mean

You can also open the Rapport console: Start->All Programs->Trusteer Rapport->Rapport Console. Once you type the letters and click OK you should see an indication that Rapport is running.

Platforms: Windows

Rapport protects you against the following threats:

Keylogging
A Keylogger is a malicious software that resides unnoticed inside your computer. The keylogger records keystrokes (i.e. each time you type something on the keyboard) and then sends this information to the attacker. By grabbing your sign-in credentials and other sensitive information and sending them to the attacker, keyloggers enable the attacker to sign into your accounts. Rapport encrypts your keystrokes and prevents keyloggers from reading sensitive information.

Malicious Browser Add-ons
Browser add-ons (e.g. toolbars, BHOs, plug-ins) control everything that happens inside your browser. A malicious add-on is capable of reading sensitive information such as your sign-in credentials and passing them to the attacker. It can also generate transactions on your behalf, such as transferring money from your account to the attacker's account. Rapport prevents unauthorized browser add-ons from reading sensitive information and tampering with your transactions.

Malicious Programs
A malicious program can connect to your browser and control everything that happens inside your browser. Such a program is capable of reading sensitive information (such as your sign-in credentials) and passing them to the attacker. It can also generate transactions on your behalf, such as transferring money from your account to the attacker's account. Rapport prevents programs from connecting to the browser, reading sensitive information and tampering with your transactions while your are logged into protected websites.

Screen Shooting
This malware takes screen shots and sends them to the attacker. Screen shots can include your account details, balance, and even credentials, if the website uses keypads in the login page. Rapport prevents taking screen shots while you are connected to protected websites.

Session Hijacking
This malware steals your session parameters with a specific website and sends this information to the attacker. These session parameters can then be used by the attacker to take over your session with the website and to bypass the authentication process that is required to log into the website. Rapport prevents access to session parameters while you are connected to protected websites.

Phishing
A phishing attack is when the attacker builds a website that looks exactly like a website you know and trust (for example your bank's website). The attacker then convinces you to visit this website (for example by sending you a fraudulent email). When you arrive at the fraudulent website you mistakenly believe that this is the real website. As soon as you try to sign into this fraudulent website the attacker grabs your sign-in credentials and can now use them to sign into the genuine website on your behalf.
To protect you against phishing attacks Rapport learns the password (and sometimes even the username) you use with protected websites. Rapport then warns you each time you use the password or the username on a different website. Using this warning you can immediately understand that you are on the wrong website and prevent the password from being submitted.

Pharming or DNS Spoofing
A pharming or DNS spoofing attack is when the attacker causes your computer to go to fraudulent website each time you type a real website's address in the browser's address bar. The attack achieves this using various techniques such as infecting your desktop with malware or by compromising servers in your ISP's network. Once you arrive at the fraudulent website and try to sign in, the attacker grabs your sign-in credentials and can now sign into the genuine website on your behalf. To protect you against pharming attacks Rapport verifies the IP address and the SSL certificate of the website each time you connect to a protected website. If the verification fails, Rapport terminates the connection and establishes a new connection to the real website.

Platforms: Windows, Mac

Rapport comes preconfigured to protect certain websites who are working directly with Trusteer to give their valued customers the best protection possible.

Of course, you should have Rapport protect you on all websites where you login or where you can read or send sensitive information.

To activate Rapport protection, browse to the website, click the grey Rapport icon (to the right of the browser's address bar), and then click the “Protect this Website” button.

Trusteer recommends you activate Rapport protection on any websites where you are sending your online identity.

On protected websites you can click the green Rapport icon (to the right of the browser's address bar) for more information about the forms of protection provided by Rapport for that website.

Note: These dialog boxes look differently on Mac

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

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

Platform: Windows

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

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 "Block Kernel Keyloggers" (8th row - don't confuse it with "Block Keyloggers)

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

   f. Click "Save"

3. Reboot your computer

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

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

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 de-install 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 at support@trusteer.com. 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: http://consumers.trusteer.com/compatibility-other-security-software

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.

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

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

When you log onto a Rapport protected website Rapport creates an image of your password. When you type this password into a different website Rapport analyzes the website. If the website is known or seems legitimate then Rapport allows you to continue without interfering. If the website is unknown Rapport invokes a warning informing you that you entered your protected password into a different website. Therefore sometimes you see a warning and sometimes you don't.

Additionally, each warning only appears once. If for example Rapport shows a warning and you choose to continue, the website automatically becomes white-listed and you will not get any additional warnings the next time you submit your protected password to this website.

Platforms: Windows, Mac

The green or grey icon next to the address bar is Rapport.

The icon is green when your communication with the website is secured by Rapport and is grey when the communication is not secured by Rapport.

Platforms: Windows, Mac

Rapport protects your communication with specific websites. When you first install Rapport only websites that were pre-registered with Trusteer are protected. Most websites are not. An unprotected website means that Rapport does not prevent keyloggers, malware, screen capturing, and other attacks that try to log your communication with this website. You can manually ask Rapport to protect your communication with any website you choose by clicking the grey Rapport icon and then clicking the "Protect this Website" link.

Platforms: Windows, Mac

Rapport supports Internet Explorer 6,7,8, Firefox 3.x, BT Yahoo browser (Broadband version 3.x), and Google Chrome on Windows XP, Windows Vista, and Windows 7 and Firefox 3.x and Safari 4.x on MacOS Tiger (10.4), Leopard (10.5), and Snow Leopard (10.6)

You can still have Rapport running even if most of your browsing is done using an unsupported browser. Rapport does not interfere with your browsing. You can always choose to switch to a supported browser when you log onto a sensitive website such as your online banking website.

Platforms: Windows, Mac

When you log onto a Rapport-protected website Rapport requests your permission to start monitoring your login information. If you agree, Rapport creates an encrypted signature of your login information. This signature is stored on your computer and used by Rapport to warn you whenever you enter this login information into other websites.

Entering monitored login information into other websites triggers a warning. The warning identifies the website to which you enter the login information and allows you to either proceed and submit the information or stop and prevent the website from receiving this information.

The purpose of this warning is to prevent you from submitting sensitive login information to fraudulent websites. Fraudulent websites (also known as Phishing websites) look exactly the same as your bank's website and are designed to steal your login information. Rapport's very simple yet effective warning reveals the identity of the website to which you submit your login information and allows you to abort the submission if this is not the website you intended to visit.

Note that although Rapport keeps an encrypted signature of your login information, it is impossible to retrieve your login information from this signature even if someone gains access to your computer.

Note that Rapport sends anonymous reports about security events and internal errors to a central server. This information is used by Trusteer and your bank to improve the product and to identify new security threats. You can specifically instruct Rapport not to send out any information. Your password signatures are never sent to Trusteer and never leave your computer.

Platforms: Windows, Mac

Yes. To remove the icon:

Windows:

1. Click the icon and then click "Open Console"
2. Next to "Address bar icon" click hide
3. Restart your browser (close all open browser windows and open a new window)

Mac:

1. Go to System Preferences
2. Under "Other" Click Rapport
3. Uncheck "Display Rapport icon in browser address bar"
4. Restart your browser (close all open browser windows and open a new window)

Platforms: Windows, Mac

If you removed the Rapport icon from the address bar and wish to restore it:

Windows:

1. Click Start -> All Programs -> Trusteer Rapport -> Rapport Console
2. Next to "Address bar icon" click "show"
3. Restart your browser (close all open browser windows and open a new window)

Mac:

1. Go to System Preferences
2. Under "Other" click Rapport
3. Check "Display Rapport icon in browser address bar
4. Restart your browser (close all open browser windows and open a new window)

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: http://consumers.trusteer.com/how-restore-arrow

(2) Your browser is not supported. For a list of currently supported browsers: http://consumers.trusteer.com/which-browsers-and-operating-systems-are-supported-rapport

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

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

Platforms: Windows, Mac

Yes. A grey icon does not indicate a bad website. A grey icon indicates that Rapport is not protecting your session with this website. If you are submitting sensitive information to this website consider enabling Rapport's protection by clicking the grey icon and then clicking the orange "Start protecting the website" link.

Platforms: Windows, Mac

This is the security policy that Rapport applies for this website. "Partner Website" means that the website operator works directly with Trusteer to set the most secure policy for this website. "My Sensitive Websites" means that protection for this website was manually added by you and Rapport uses a default policy to protect your communication with this website.

Platforms: Windows

Protection activity shows some (not all) of the activities taken by Rapport to protect you. You can click the "View Weekly Activity Report" link for a list of events generated in the last 7 days.

to learn more about the activity report click here: http://consumers.trusteer.com/activity-report

Platforms: Windows, Mac

You can remove protection from a website only if you manually added protection for this website. Some websites, such as www.trusteer.com, are protected by default and you cannot remove Rapport's protection for them. To remove protection for websites that you manually added:

1. Browse to the website you want to remove
1. Click the green Rapport icon located to the right of the browser's address bar
2. Click "Remove this website from my Sensitive Websites"

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.

A list of Rapport messages can be found here: http://consumers.trusteer.com/understanding-rapport-dialogs