Quiggs
1 Copper

Trusteer Rapport error that prevents all hyperlinks from working

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A Trusteer Rapport error (see bottom of post) is preventing all hyperlinks from working. Links used within an IE session are OK. Below is the IBM Support Call chain, which referred me back to Dell and the need to update Dell Protected Workspace. According to my support history, the latest update was applied some while back so things should be OK.

 

Can someone advise what action is best for me to take?

Many  thanks.

 

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Dear Quiggs,

Thank you for contacting us back, unfortunately we may only advise you to check for "Dell Protected Workspace" updates since the issue you reported is related to the mentioned software, should the issue persist please contact the vendor for further assistance.

 

We apologize for the inconvenience you are experiencing.

Sincerely,

David N.

Tier 1 Support Representative

Trusteer, IBM Security Systems

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2014-12-19 10:23:54 AM EST  [David N.]

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I have followed your advice and downloaded and successfully installed all Dell updates for my OptiPlex 9020 running W7Pro SP1. The problem reported under Ticket #00903272 remains unresolved. *All* browser links now fail to work and return the same error report. I am considering removing Rapport but am *very* concerned that this will expose me to greater risk. Any help you can offer will be very much appreciated, thank you.

 

** Merged from case# 00916786 **

** Created by: Email2Case Support User **

** Original date: 12/12/2014 6:48 PM **

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2014-11-30 05:41:13 PM EST  [Shirel G.]

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[Recipients: Unknown Quiggs]

 

Dear Quiggs,

Thank you for keeping us updated on this matter.

If the issue will reoccur in the future, please let us know as we would be very interested in investigating it further.

 

Should you need additional assistance with Trusteer Rapport feel free to contact us by submitting the following form: http://www.trusteer.com/support/submit-ticket

We also have helpful information available in our FAQ: http://www.trusteer.com/support/faq

 

Sincerely,

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2014-11-30 06:29:45 AM EST  [Unknown Sean]

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To: user.support@trusteer.ibm.com

 

Hi Shirel,

Thank you for this, I'm using a Dell Optiplex 9020 running Windows 7 64 bit.

I'll do as you say, see what happens and contact Dell if needs be. Thank you for your help.

 

Quiggs

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2014-11-29 07:10:52 PM EST  [Shirel G.]

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[Recipients: Unknown Quiggs]

 

Dear Quiggs,

Thank you for contacting Trusteer Technical Support.

The scenario you described is most likely a result of a compatibility issue between Rapport and Dell.

 

A update has been released by Dell in order to resolve this issue. We may only advised to check for "Dell Protected Workspace" updates, if no updates are available or should the issue persist please contact the vendor for further assistance.

 

Should you need additional assistance, feel free to contact us by submitting the following form: http://www.trusteer.com/support/submit-ticket

We also have helpful information available in our FAQ: http://www.trusteer.com/support/faq

Sincerely,

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2014-11-28 09:52:31 AM EST  [Email2Case Support User]

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I constantly receive the below error. This started when clicking on email hyperlinks in Outlook 2013 but has extended to many instances other than using IE11 directly. I have deleted Rapport, cold booted and then (apparently) completed a successful reinstall, but the error is still there.

 

Can you help please?

 

Error message is:

[red X icon] The program can’t start because c:\program files (x86)\trusteer\rapport\bin\rooksbas.dll is missing from your computer. Try reinstalling the program to fix the problem [OK button]

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Case #: 00903272

Status: Closed

[ ref:_00D201rE0._500w0k5VD9:ref ]

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2 Replies
7- Thorium

RE: Trusteer Rapport error that prevents all hyperlinks from working

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Have you scanned thoroughly for malware recently?

If you google it, there are lots of sites with ways claimed to fix missing rooksbas.dll errors. Maybe you can find a solution at one of them.

Just be careful not to download any "tools" from sites you don't know...

Ron

   Forum Member since 2004
   I am not a Dell employee

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Quiggs
1 Copper

RE: Trusteer Rapport error that prevents all hyperlinks from working

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Thank you for the useful steer. I've reviewed the extensive range of problems and have uninstalled Rapport. It doesn't look fit for purpose so best to remove.

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