Rapport – Common questions

Why do I need the software?
Do I still need antivirus software?
How am I protected?
Is my existing security software compatible with Rapport?
Which websites are protected?
Does the software work on Macs?
Will it work on my PC?
How do I know I'm protected?
I think I've been a victim of online fraud. What do I do?
Does Rapport work with screen reading software?
I think Rapport is slowing my computer down I'm having technical difficulties with Rapport - what should I do?
When I type characters from my keyboard they appear incorrectly on the screen
I have some additional questions. Who can I ask?

 

Why do I need the software?
Traditional security software is good – but it can only do so much.

Rapport goes one step beyond the criminals, to protect your username, password, and other sensitive login information. This prevents malware and fraudulent websites from stealing your information.

The software also protects your online communication – and prevents malware from tampering with your transactions.

However, it's vital you use Rapport alongside your antivirus software and firewall. It's not designed to replace your other protection.

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Do I still need antivirus software?
Absolutely. Antivirus software is a vital part of your computer's defences, and you need to make sure it's up-to-date. Rapport is designed to work alongside your antivirus software and firewall - it's not designed to replace them.

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How am I protected?
Firewalls, antivirus software and Rapport work in very different ways:

• Antivirus - helps to stop threats, by scanning your computer and looking for suspicious files
• Firewall - hides your computer from attackers, and helps stop criminals getting data in and out of your computer
• Rapport - locks down the connection between your machine and Coutts. It checks our site is genuine, and stops your data going to counterfeit sites

To defend your personal details, you need to use Rapport alongside antivirus software and a firewall.

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Is my existing security software compatible with Rapport?
Rapport is designed to work alongside your existing antivirus software and firewall - it's not designed to replace them. 

Visit the Trusteer website for a complete list of compatible security software

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Which websites are protected?
When you download the software, it's already set up to protect you when you visit Coutts websites.

However, you can set the software up to protect other websites too.

Visit the Trusteer website to protect other websites

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Does the software work on Macs?
Yes. Rapport is available for Mac users.

For more information read the system requirements .

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Will it work on my PC?
Yes. Rapport is available for PC users.

For more information read system requirements

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How do I know I'm protected?
You need to look out for the Rapport icon which appears next to your browser's address bar.

You're protected – the icon is green when your information is safe:

 

No protection – the icon is grey when Rapport is not safe-guarding your information:

 

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I think I've been a victim of online fraud. What do I do?
If you think any of your accounts with us have been accessed online by someone other than yourself – please contact us immediately.

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Does Rapport work with screen reading software?
At the moment, Rapport doesn't work with screen readers. Although you can install Rapport, you have to turn off some of the protection.

However, we're working with the people behind Rapport, to see if they can create a more accessible version.

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I think Rapport is slowing my computer down I'm having technical difficulties with Rapport - what should I do?
Any performance or browser issues experienced immediately following installation of Rapport is most likely a result of software incompatibility or a clash with malware already on your computer.

While Trusteer test Rapport extensively against hundreds of software solutions and do everything they can to prevent, identify and fix such issues, inevitably a few software combinations remain untested.

Trusteer will work with you to resolve the issue you're experiencing.

Visit the Trusteer website, and click 'Live Support Online' on the left hand side of the page to start an online chat with a Trusteer support representative.

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When I type characters from my keyboard they appear incorrectly on the screen I have some additional questions. Who can I ask?
Rapport encrypts keystrokes from the keyboard driver to the browser. However, if another software program instantly changes keystrokes the moment you type them, Rapport may not be able to decrypt them. As a result you will see incorrect characters on-screen rather than the text you typed.

If you encounter this problem then please follow these instructions:

1. Open Rapport Console:

• Click the Rapport icon, located next to the browser's address bar, and then click "Open Console", or
• Click Start, select ‘All Programs’, then ‘Trusteer Rapport’, and finally ‘Rapport Console’.

2. Change the policy by following these steps:

• Click the green arrow, located at the bottom right of the console
• Click ‘Edit Policy’
• Enter the letters as they are shown in the image, and then click ‘OK’.
• Find ‘Block Kernel Keyloggers’ in the list (note: do not confuse it with the row ‘Block Keyloggers’)
• Click the drop-down menu next to ‘Block Kernel Keyloggers’ and select ‘Never’
• Click ‘Save’.

3. In order to effect this change, reboot your computer when convenient to do so.

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I have some additional questions. Who can I ask?
The Trusteer website has answers to lots more questions; please visit Trusteer's Frequently Asked Questions on Rapport.

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