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Uninstalling Rapport Via Safe Mode

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

If your computer does not load at all (you cannot reach Windows) or if your keyboard has malfunctioned so that you cannot log into Windows, you must restart your computer and go into safe mode.

To do this, please follow the instructions below:

  1. Restart your PC
  2. Press and hold the F8 key (before the Windows logo appears) as your computer restarts until you reach the Advanced Boot Options screen
  3. On the Advanced Boot Options screen, use the arrow keys to choose the Safe Mode option and press Enter
  4. Log on to your computer with a user account that has administrator rights
  5. Open the 'Run' command box by pressing the 'Windows' key + 'R' on your keyboard simultaneously
  6. Type: C:\program Files (or 'C:\Program Files (x86)' in 64-bit machines) and click on 'OK'
  7. Delete the 'Trusteer' folder (if it exists)
  8. Once again, open the 'Run' command box by pressing the Windows key + R
  9. Type: C:\Windows\system32\drivers
  10. Delete the files named: RapportKELL.sys, RapportKE64.sys and RapportHades.sys (if they exist)
  11. Open the 'Run' command box again and type: %userprofile%\AppData\Local
  12. If the above fails please type: %appdata%
  13. Delete the 'Trusteer' folder (if it exists)
  14. Open the 'Run' command box one last time and type: %programdata%
  15. Delete the 'Trusteer' folder (if it exists)
  16. To exit Safe Mode, restart your computer and let Windows boot normally 

Once complete, Rapport will no longer exist on your computer. 
If anything is unclear or unsuccessful, please contact us.

  1. Restart your PC.
  2. When you reach the Windows sign-in screen, tap or click the power icon, hold Shift, and then tap or click Restart
  3. Under 'Choose an Option', tap or click Troubleshoot > Advanced Options > Startup Settings > Restart
  4. On the Startup Settings screen, choose the Safe Mode option
  5. Sign in to your PC with a user account that has administrator rights
  6. Open the Run command box by pressing the 'Windows' key + 'R' on your keyboard simultaneously
  7. Type: C:\Program Files (or C:\Program Files (x86) in 64-bit machines) and click OK.
  8. Delete the 'Trusteer' folder (if it exists)
  9. Once again, open the Run command box by pressing the Windows key + R on your keyboard
  10. Type: C:\Windows\system32\drivers
  11. Delete the files named: RapportKELL.sys, RapportKE64.sys and RapportHades.sys (if they exist)
  12. Open the Run command box again and type: %userprofile%\AppData\Local
    1. If the above fails please type: %appdata%
  13. Delete the 'Trusteer' folder (if it exists)
  14. Open the Run command box one last time and and type: %programdata%
  15. And finally, Delete the 'Trusteer' folder (if it exists)

To exit Safe Mode, restart your computer and let Windows start normally.



If this procedure still results in an inability to uninstall Rapport, please contact Trusteer Support by clicking here.