Trusteer Rapport: Financial Malware Prevention from http://www.trusteer.com/product 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. https://support.mozilla.com/tiki-view_forum_thread.php?locale=lt&comments_parentId=367750&forumId=1 for one such forum thread. See: http://crash-stats.mozilla.com/report/list?product=Firefox&query_search=signature&query_type=contains&query=RapportTanzan3.dll&date=&range_value=1&range_unit=weeks&do_query=1&signature=RapportTanzan3.dll%400x10f8 for crash reports.
Hello, 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 firstname.lastname@example.org ? We would appreciate your assistance with reproducing the problem so we can fix it as soon as possible. Thank you, Ami Schieber Trusteer Support email@example.com
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. http://crash-stats.mozilla.com/report/index/614a0054-3efb-4275-8369-796832090615 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 188.8.131.52 B8488A291EFC4473A38DD6E95C299B851 rooksbas.pdb rookscom.dll 184.108.40.206 5EA6E8F819AF4814B9D177B05C1571E31 rookscom.pdb rooksdol.dll 220.127.116.11 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: https://developer.mozilla.org/en/How_to_get_a_stacktrace_with_WinDbg 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
Whiteboard: [needs Trusteer to debug using stack traces from Socorro]
We believe the problem was resolved in our latest versions. If someone still encounters this issue, please contact firstname.lastname@example.org or download Rapport latest version and see if the problem still occurs.
Status: NEW → RESOLVED
Last Resolved: 9 years ago
Resolution: --- → FIXED
Do you have a way to push updates to your users? If so, can we blocklist the crashing versions?
You need to log in before you can comment on or make changes to this bug.