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Trusteer Rapport causes Firefox 25 to freeze

cheerful
cheerful
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Hi,

I have Firefox 25.0.1 on Windows 7 64-bit Ultimate with the lastest updtes.

Trusteer Rapport was installed a year ago and kept up to date. Recently, about 1 month ago, Firefox starts to freeze (15-30 seconds) and the frequency increased to about once every 5-10 minutes. And it's almost guaranteed that it will freeze on first use after idling for 10 min. And when I have click on a link in Outlook, it also takes 15-30 seconds to open it in Firefox.

I have to uninstall Trusteer as it becomes impossible to use Firefox.

Anyone has fix? Or is it possible to disable it in Firefox?

Thanks

Hi, I have Firefox 25.0.1 on Windows 7 64-bit Ultimate with the lastest updtes. Trusteer Rapport was installed a year ago and kept up to date. Recently, about 1 month ago, Firefox starts to freeze (15-30 seconds) and the frequency increased to about once every 5-10 minutes. And it's almost guaranteed that it will freeze on first use after idling for 10 min. And when I have click on a link in Outlook, it also takes 15-30 seconds to open it in Firefox. I have to uninstall Trusteer as it becomes impossible to use Firefox. Anyone has fix? Or is it possible to disable it in Firefox? Thanks

All Replies (6)

Wesley Branton
Wesley Branton
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If this is an installed plugin or add-on on Firefox, it can be disabled.

Disabling a Plugin

  1. Go to the Firefox add-ons manager
  2. Select the Plugins section
  3. Locate the desired plugin
  4. Select Never Activate from the drop-down list next to the plugin

Disabling An Add-on

  1. Go to the Firefox add-ons manager
  2. Select the Extensions section
  3. Locate the desired add-on
  4. Click the disable button

A Firefox restart may be required

cor-el
cor-el
  • Moderator
  • Top 10 Contributor
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Did you confirm that this issue is caused by Trusteer, i.e. does it help if you disable Trusteer?

Make sure that you have the latest updates of your Trusteer software.

You can try to contact Trusteer for support.

Try to update or uninstall and reinstall Trusteer Rapport and if that doesn't help then disable/stop the program for now.

  • Start Menu > Programs > Trusteer Rapport > Stop Rapport
Trusteer_Support
Trusteer_Support
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Hi Cheerful,

You may indeed contact support with the links cor-el provided. (Thanks cor-el!)

Our Trusteer Support team is available 24/7 via email or chat and would be happy to assist.

Thanks, Ayala Trusteer Technical Support

cheerful
cheerful Question owner
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Hi,

I think what I have is called the Enterprise edition. It's required by my company in order to work from home. I don't see any way to change its setting. I have to uninstall it since it's painful to use Firefox. My company's remote session only works with IE any way.

How should I troubleshoot this? What information should I provide?

Thanks

cheerful
cheerful Question owner
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I just re-installed it. The freeze came immediately. There is no clear way to disable it, even though I don't use it.

Trusteer_Support
Trusteer_Support
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Hi Cheerful,

Our support team is available 24/7 via email or live chat and would be very happy to assist you. Please contact us at any time by clicking this link: www.trusteer.com/support/submit-ticket


Thanks, Ayala

Trusteer Technical Support

Modified by Trusteer_Support