IBM Trusteer Rapport - Is it fit for purpose?

[Kick]

Hi,

Rapport tends to get a lot of Flak on the internet. Until this year, I've put up with odd problems as I didn't experience the extreme problems others were reporting. I had installed Rapport on the strong recommendation of my bank which implied, that without it, they may not be able to provide as much help should my personal data be compromised as they may otherwise be able to do. So, although not coercion, there was certainly some gentle pressure to install Rapport with screen nags appearing when logging on to my account if Rapport was not installed.

My preferred browser is Firefox, I do not like Chrome and Internet Explorer 11 (my system is Windows 7 so Edge is out of the question) leaves a lot to be desired. Herein lies a key problem with Rapport, it fails to keep abreast of Firefox program updates although Mozilla release Firefox update details in advance to aid software developers. Worse still, Rapport is very slow to update its program when it becomes incompatible with Firefox. Recently, for example, Firefox updated to version 53 and Rapport became incompatible for over two weeks before Rapport was updated. In less than a week, Rapport became incompatible because Firefox updated to version 54. Again Rapport was extremely slow to respond and incompatibility lasted for a few weeks before its developers claimed the program had been updated and was compatible with Firefox 54. Well for me, that was not true. Rapport would not work with Firefox on my system. I notified IBM Trusteer Rapport but they were very slow to respond. When they did respond, nothing they suggested worked and the delays between my feedback and a response from them were frustrating.

I decided to try a repair install of Rapport. That provided no solution so I completely uninstalled the program (even using there uninstall utility to ensure cleaning out all bits), downloaded the latest version via my bank and tried to install it. It just will not install: when I try, Windows displays an error message:
"RapportSetup has stopped working. A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available."
Two buttons 'Debug' and 'Close Program' are beneath the message - clicking 'Debug' closes the message. No further messages appear from Windows. Further contact with Trusteer Rapport produced an 'escalation' of my case. Since then contact has been less slow but no solution has been found. They now want to take control of my computer to search for the problem. I would be unhappy about that. Firstly, in all other respects my computer is behaving as it should, my anti-virus software and the Windows 7 Firewall are not causing the problem and I don't believe there to be any file corruption that might cause the difficulties (sfc scannow shows nothing that could cause the problem). Anyway, during the period of this latest problem, I have contacted my bank, explained the situation, asked why they promote such poor software and asked about my position should I no longer use Rapport. I have had a standard 'complaints' reply but await something from the appropriate department.

Certainly I am not letting Trusteer Rapport into my computer - if they make such a mess with their own program, what damage could they do to my system?

I am not actively seeking advice from the forum but would be happy to see any responses. This post is me letting off steam and sharing my frustration.

 

[plodr]

I go to several banks online. (I mainly check for deposits and checks cashed and I might move money around. I do not pay bills online. Years ago I set up automatic deductions and deposits so things go in and come out without much input from me).
Thank goodness none demands that I install that software. I've read lots of problems on computers that needed it installed.
I too run Windows 7 and prefer Palemoon over IE. I refuse to install chrome on a Windows computer. I'll use chrome on my tablets and phone - at times. But I'd never go to a bank site on my tablets or phone.

 

[Bill M.]

kick, there has been lot of discussion about this software in the US. Several of the larger banks are offering (pushing) Trusteer. Aside from the program difficulties, I see this as an attempt to push responsibility for security on to the customer rather than on the bank where, I believe, it rightly belongs. For that reason alone, I have refused to consider Trusteer for my system and have so recommended my position to friends.

 

[Kick]

Hi Plodr and Bill,

Thanks for your comments. I await to see how my bank responds to my letter to them but I cannot see how they justify recommending software that has such an abysmal track record. The fact that for Firefox users it becomes incompatible for days on end after every Firefox version update means it is an ineffective security device. In addition, when it does work, it limits the choice of browsers as it will only work with a few so the banks who recommend it are, in effect, also stating which browsers their customers should use.

I'm inclined to agree with you Bill, the banks are loath to accept the responsibility they should over security and like to pass the buck if they can.

 

[starbuck]

You'll find this a good read: Is Trusteer Rapport Worth the Effort?

 

[Kick]

Hi Starbuck,

Thanks for that link. I'll pass it on to my bank when I finally get a full reply - so far I've only had a "Your complaint is currently awaiting investigation by a Complaint Specialist who will be in contact with you within the next 10 business days" response - well it's not that important is it? I wish all bank customers, who have suffered problems through Trusteer Rapport, would complain to their bank.

I run Malwarebytes Anti-Exploit Beta on my system. I only know its there because of its little splash screen when I start my system. I causes no problems, does not conflict with other software (including Trusteer Rapport when I had it working on my computer) and is very light on resource usage - what a difference!