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Chrome 72 and Firefox 65 are now supported on Windows and Mac!
 
 

 

If you receive an error 'Windows cannot verify digital signature' during computer startup - click here for instructions

After uninstalling Rapport, some folders will remain, storing your Rapport settings (for future installation) and Rapport logs (for technical support analysis, if needed). These files and folders are completely inactive and may contain information useful for future installation or diagnosis of problems with Rapport.

Should you choose to delete these folders, or if you have trouble uninstalling Rapport and would like to manually remove all folders, please follow the instructions provided below.

1) Click the magnifying glass icon (Spotlight) at the top-right of the screen.
2) Type "Terminal", and click to launch the Terminal application.
 
image of search for terminal in spotlight
 
3) On the white screen that appears, enter the following commands exactly, and click Enter after each one:
 
rm -rf ~/Library/Application\ Support/Rapport/
sudo rm -rf /Library/Rapport/
sudo rm -rf /var/root/Library/Application\ Support/Rapport/
sudo rm -rf /Library/PreferencePanes/RapportPreferences.prefPane
sudo rm -rf /var/log/rooksd/
 
 
If requested to enter a password, please enter the login password for your user account. It is the same password you are asked for, either when you install a new application, or when you start your Mac.
 
image of terminal with remove folders command
 
Please note that nothing should visually happen.
If encountered with a warning about using the "sudo" command, you may proceed, as long as the command is entered precisely as above.
 

image of terminal with password request

1) Go to Start menu and Choose Run (or Press the Windows key and the 'R' key together)

image of windows start menu with run command chosen

2) Type "C:\Program files" (or "c:\program files (x86)" for 64-bit machines) and click Ok.

image of run command window with the path

3) Find a folder named “Trusteer”, right click it with the mouse, and choose “Delete”. Make sure the folder was removed.

4) Open the Run command as described in step 1

5) Type "%userprofile%\Local settings\application data" and click Ok.

image of run command window with second path

6) Find a folder named “Trusteer”, right click it with the mouse, and choose “Delete”. Make sure the folder was removed.

* If the path results in an error, please use the following path instead: %appdata%

7) Open the run command again and this time type "%allusersprofile%\application data" and click Ok.

image of run command  window with third path

8) Find a folder named “Trusteer”, right click it with the mouse, and choose “Delete”. Make sure the folder was removed.

9) Open the run command and this time type: c:\windows\system32\drivers

10) Locate the file RapportKELL.sys and delete it.

image of RapportKELL.sys file

11) To ensure all Trusteer files were removed, open C drive and search for “Trusteer” in the search bar on the top right-hand side of the window.

If any files related to Trusteer are found, delete them. 

1) Go to the Start menu and choose Run (or press the Windows key and the 'R' key simultaneously).

2) Type C:\Program files (or c:\program files (x86) for 64-bit machines) and click OK.

image of Run Command window

3) Find a folder named Trusteer, right click it with the mouse, and choose Delete. Make sure the folder was removed.

image of program files folder with Trusteer folder

4) Open the Run command as described in step 1.

5) Type %userprofile%\appdata\local and click OK.

   image of Run Command window

6) Find a folder named Trusteer, right click it with the mouse, and choose Delete. Make sure the folder was removed.

* If the path results in an error, please use the following path instead: appdata

7) Open the Run command again and this time type "%programdata%" and click OK.

image of Run Command window

Note: If you cannot locate the folder, it might be hidden because of default settings. 
To change the folder’s settings: 
  1. Go to the Start menu, 
  2. Click on Control Panel
  3. Click on Folder Options
  4. Click on the View tab, 
  5. Under “Hidden files and folders”, choose “Show hidden files, folders, and drives” and click OK

8) Find a folder named “Trusteer”, right click it with the mouse, and choose “Delete”. Make sure the folder was removed.

9) Open the Run command and this time type: c:\windows\system32\drivers and Click OK.

10) Locate the following files and remove them (right click it with the mouse, and choose “Delete”):

  • RapportKELL.sys (would be named RapportKE64.sys in 64-bit operating systems)
  • RapportHades.sys (would be named RapportHades64.sys in 64-bit operating systems)

11) To ensure all Trusteer files were removed, open C drive and search for “Trusteer” in the search bar on the top right-hand side of the window. 

If any files related to Trusteer are found, delete them.