How to resolve an issue with Trusteer Rapport causing an 0X0000000A Blue Screen Stop Code on Boot

The following article provides information on how to fix an issue where a 0x0000000A Stop code is stopping the machine from booting in normal mode against Rapport drivers.

Table of Contents:

1. The System Wont boot to normal mode with a Stop Code of 0X0000000A
2. Why has this happened?
3. How do I resolve the Issue?

The System Wont boot to normal mode with a Stop Code of 0X0000000A

Are you experiencing an issue were Windows suddenly will not boot to normal mode, and may produce STOP errors with 0X0000000A - IRQ NOT LESS OR EQUAL.

When you run the MiniDump files, they may produce RapportCerberus32_27897.sys or RapportCerberus32_xxxxx.sys as the root cause file. There are many programs that will let you check out dump files. I've listed two I've used before below. You don't have to use these, but it's up to find a program you will use to run the files.

• Download Blue Screen View with Full install/Uninstall Support. 
• Download Blue Screen View 64-bit (In Zip File.) 

The system will boot to safe mode or safe mode with networking, but you are unable to uninstall Rapport software from the Add/Remove Programs and you are unable to change the startup options to disable the Trusteer Rapport application.

If this is the case then please follow the steps below.

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Why has this happened?

Trusteer Rapport is an anti-malware program offered by many banks to protect their customers online banking experience as a free add on - in some cases is required by the bank, to be installed prior to using their online services.

This program has been found as a root cause where the Operating System (OS) fails to boot or will Blue Screen with a Stop Code toward the end of the boot cycle or shortly after the desktop screen appears.

You will not be able to enter normal mode of Windows. If this is the case please follow the guide in the section below.

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How do I resolve the Issue?

Uninstalling Rapport Via Safe Mode will be unsuccessful due to the inability to run the Windows Installer Service in safe mode.

If your computer does not load at all (You cannot reach Windows) or if your keyboard has malfunctioned so that you cannot log into Windows, you must restart your computer and go into safe mode.

To do this, please follow the instructions below :

1. Restart your PC.

2. Start tapping the F8 key as the machine POSTs.

3. The Windows Advanced Options Menu appears.

4. Ensure that the Safe Mode option is selected.

5. Press the ENTER key.

6. For Windows 8 please use the guide linked below :

   • How to boot into Safe Mode on Windows 8 on your Dell PC.

7. Click Start,

8. Click Run,

   1. Type C:\program Files and click OK.

9. Delete the Trusteer folder in the window that opens up (If it exists.)

10. Open the Run command again.

    1. Type %appdata% and Click OK.

11. Delete the Trusteer folder in the window that opens up (If it exists.)

12. Open the Run command again.

    1. Type %allusersprofile%\application data and Click OK if using Windows XP.

    2. Type %programdata% and Click OK if using Windows Vista or 7.

13. Delete the Trusteer folder in the window that opens up (If it exists.)

14. Restart the PC normally.

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