Trusteer Rapport causes Firefox to crash on certain bank sites [RapportTanzan3.dll@0x10f8]




Extension Compatibility
9 years ago
9 years ago


(Reporter: Cww, Assigned: Ami Schieber)



3.0 Branch
Windows XP

Firefox Tracking Flags

(Not tracked)


(Whiteboard: [needs Trusteer to debug using stack traces from Socorro], URL)



9 years ago
Trusteer Rapport: Financial Malware Prevention from causes users of Firefox to crash on some banking sites. Unfortunately, this software is being recommended (provided?) by some banks in the UK to protect their customers online. for one such forum thread.

See: for crash reports.

Comment 1

9 years ago

Trusteer is very interested to debug and fix the problem you've encountered.
Can you describe the scenario that leads to it or contact us at ?

We would appreciate your assistance with reproducing the problem so we can fix it as soon as possible.

Thank you,

Ami Schieber
Trusteer Support

Comment 2

9 years ago
ami, we don't have any specific way to find the customers who have this problem, but if you follow the query link from comment 0, you should be able to find enough information to do some basic debugging.
Crash Address	0x0
User Comments	I was exiting Mozilla browser, and Firefox crashed. This keeps happening normally when I start Mozilla or Thunderbird email. Either of these can crash Firefox which I almost always have running. It is only recently this has been happening, maybe since a firefox upgrade. It did not happen in the same circumstances previously.
Processor Notes 	

it sounds like you've unloaded a module...

Frame  	Module  	Signature [Expand]  	Source
0 		@0xa9526b6 	
1 	RapportTanzan3.dll 	RapportTanzan3.dll@0x10f8 	
2 		@0x71450044 	
3 	user32.dll 	DoCallback 	
4 	user32.dll 	ProcessRegistrationMessage 	
5 	user32.dll 	SetMenuItemInfoStruct 	

rooksbas.dll  	B8488A291EFC4473A38DD6E95C299B851  	rooksbas.pdb
rookscom.dll 	5EA6E8F819AF4814B9D177B05C1571E31 	rookscom.pdb
rooksdol.dll 	4FBAD726FBC04B7D8DDF8788C5A46D441 	rooksdol.pdb
RapportTanzan3.dll 	3.5.904.38 	91AA61E2984F4EE58A3693FBA5697F001 	RapportTanzan3.pdb
RapportUtil.dll 	3.5.904.38 	C477DAB53B974925873436D53438B3341 	RapportUtil.pdb

you should be able to find the symbols for these dll's and look up the address to see what it's calling. you can use:
to get symbols for firefox/windows and integrate it with symbols for your code.
Assignee: nobody → ami.schieber
Component: General → Extension Compatibility
QA Contact: general → extension.compatibility
Keywords: qawanted
Whiteboard: [needs Trusteer to debug using stack traces from Socorro]

Comment 3

9 years ago
We believe the problem was resolved in our latest versions.
If someone still encounters this issue, please contact or download Rapport latest version and see if the problem still occurs.
Last Resolved: 9 years ago
Resolution: --- → FIXED

Comment 4

9 years ago
Do you have a way to push updates to your users?  If so, can we blocklist the crashing versions?
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