Opened 7 years ago

Last modified 3 months ago

#8337 needs_information defect

Trusteer crashes Tor Browser

Reported by: mo Owned by:
Priority: Medium Milestone:
Component: Applications/Tor Browser Version:
Severity: Normal Keywords: tbb-crash, tbb-7.0-frequent
Cc: lecky123, someoneelse, brade, mcs, phoul, torment, js9reyn, mikeperry Actual Points:
Parent ID: Points:
Reviewer: Sponsor:


Trusteer Rapport, a security software recommended by a lot of US banks, crashes Tor Browsers based on FF 17ESR. The bare Firefox 17ESR works.

Symptom: Vidalia tries to launch Tor browser after connecting to Tor, and silently disappears after a while without any error messages. The Windows Event viewer shows:

Faulting application name: tbb-firefox.exe, version:, time stamp: 0x51247233
Faulting module name: RapportTanzan17.DLL, version: 3.5.1205.20, time stamp: 0x5111eda5
Exception code: 0xc0000005
Fault offset: 0x0000975d
Faulting process id: 0x628
Faulting application start time: 0x01ce12f38252b6ad
Faulting application path: C:\Users\username\Desktop\Tor Browser\FirefoxPortable\App\Firefox\tbb-firefox.exe
Faulting module path: C:\Program Files (x86)\Trusteer\Rapport\bin\RapportTanzan17.DLL
Report Id: c5a8fe6d-7ee6-11e2-b3e3-001fbc01a9d1

Child Tickets

Change History (25)

comment:1 Changed 7 years ago by mo

Workaround: Stop Trusteer, run TBB, start Trusteer again when done. Sadly, users don't see any error message. Somebody should investigate why and how we can catch the report that silently lands in the Windows Event log.

comment:2 Changed 7 years ago by mo

Resolution: fixed
Status: newclosed

I received an answer from Rapport today:

"Following our developers investigation I am glad to inform you that the problem you have encountered was already resolved.

Rapport's new configuration is set not inject our code into Tor's latest version. Therefore, we would like to suggest that you advise users to install Tor's new version and manually checking for Rapport updates.

In order to manually check for Rapport updates, please follow these instructions:

  1. Open the Rapport console (Start > Programs > Trusteer Rapport > Rapport console)
  2. Click "More settings"
  3. Click "Check for updates"
  4. The update status should appear on the bottom in blue letters
  5. Restart your computer

Please check if the issue recurs.
Should the problem persist, we would be very interested in fixing it."

Closing this ticket.

comment:3 Changed 5 years ago by cypherpunks

Resolution: fixed
Status: closedreopened

Seems like Rapport need to learn about new Tor Browser again. Users reports about problem with Rapport in comments to blog post about new Tor Browser 4.0.

comment:4 Changed 5 years ago by cypherpunks

Component: TorBrowserButtonTor Browser

comment:5 Changed 5 years ago by cypherpunks

Marked #13547 as duplicate.

comment:6 Changed 5 years ago by cypherpunks

Marked #13492 as duplicate.

comment:7 Changed 5 years ago by cypherpunks

Marked #13627 as duplicate.

comment:8 Changed 5 years ago by cypherpunks

User contacted them:

I contacted Trusteer straight away when I found it was Trusteer at fault

They have kept me updated and they are working on a fix right now

Check for program updates regularly


comment:9 Changed 5 years ago by gk

Cc: lecky123 added

Marked #13662 as duplicate.

comment:10 Changed 4 years ago by cypherpunks_backup

Severity: Normal
Status: reopenedneeds_information

comment:11 Changed 4 years ago by cypherpunks_backup

Keywords: tbb-crash added; tbb removed

comment:12 Changed 3 years ago by gk

Cc: Joek Naym added
Summary: Trusteer Rapport crashes Tor BrowserTrusteer crashes Tor Browser

#19334 is duplicate.

comment:13 Changed 3 years ago by gk

Cc: Joek Naym removed

comment:14 Changed 3 years ago by gk

#19257 is a duplicate.

comment:15 Changed 2 years ago by gk

Cc: someonelse added

#22709 is very likely a duplicate.

comment:16 Changed 2 years ago by gk

Cc: someoneelse added; someonelse removed

comment:17 Changed 2 years ago by mcs

Cc: brade mcs added

comment:18 Changed 2 years ago by gk

Cc: phoul torment added

Resolved #22615 as duplicate.

comment:19 Changed 2 years ago by gk

Cc: tbb-7.0-frequent added

comment:20 Changed 2 years ago by gk

Cc: tbb-7.0-frequent removed
Keywords: tbb-7.0-frequent added

comment:21 Changed 2 years ago by cypherpunks

Recent duplicate: #23642

comment:22 Changed 22 months ago by gk

Cc: js9reyn added

Resolved #24301 as duplicate.

comment:23 Changed 3 months ago by gaba

Cc: mikeperry added
Owner: mikeperry deleted
Status: needs_informationassigned

comment:24 Changed 3 months ago by keb

Trusteer should be automatically disabled by TorBrowser, like all other untrusted add-ons.
It is not needed by banks despite them "recommending" it. I fix infected PCs for a living and every single one with Trusteer on it had broken or slow performance in all browsers.
Also, the threat to privacy is much higher with Trusteer. It is closed source software that installs at the browser, application and driver levels. It could be capturing identity and financial information from hundreds of banks, sending all to a single company.
I would go so far as to suggest TorBrowser and the website recommend uninstalling Trusteer Rapport to ensure it is off the machine, if it is detected.

comment:25 Changed 3 months ago by arma

Status: assignedneeds_information

For a while there we had a horrible experience with Trusteer and our users. But I haven't heard many problems with it and Tor Browser lately. Is it still being an issue? Or did we finally make progress with getting them to fix their software?

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