A client is required by their bank to run IBM Trusteer Rapport Securty software in order to login to their business online banking account. A Chrome plugin for this application recently failed due to WebRoot Identity Protection Application Protection blocking a DLL used by the program. After an hour spent attempting to whitelist the DLL, then the entire application folder, I contacted WebRoot support.
In the end, support was not able to get the DLL whitelisted successfully, and it has been necessary to turn off Identity Protection altogether in order for the plugin to run, allowing access to the online banking site (required for direct deposit processing for payroll).
Has anyone else run into these kinds of unresolvable issues with whitelisting? Leaving Identity Protection off for any length of time is not an option really, yet at the moment it's the only way to get any protection and have the ability to process payroll for this small municipality.
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We should be able to resolve this and whitelist that DLL.
Have you tried contacting support to see what they can provide as a solution?
Trusteer Rapport is required software to use our bank’s website. We need an easy way to manage this.
And it wouldn't be an issue if it were simply possible to tell WebRoot that the application is okay.
i would advise removing the Trusteer Rapport software altogether from the system as it's known to cause all sorts of issues with browsing and rendering of sites when mixed with other AV software, not just Webroot's.
That "requirement" is simply a scare tactic used by the banks and it's absolutely NOT required to get onto any banking sites that I am aware of. I have clients that log into very large Mutual Fund sites etc... and they were given the same song and dance about Trusteer Rapport.
Webroot's identiey shield will provide better protection against banking threats anyway.
MRG Effitas did a comparison of the two and in almost all tests, Webroot has come out on top.
I've personally given up supporting Trusteer Rapport on browsers due to all the problems with slow page rendering, sites not loading at all etc.... Remove the trusteer software and the problems go away.
Here's the link to the article:
On the plus side, the ID shield is simply attempting to do what the IBM Trusteer Rapport Security software is doing, which is protect you against phishing attempts. That's possibly why the two are conflicting, since they're both trying to jump in and protect your browser sessions against malicious sites or activity. So in reality you're not losing anything by having the ID shield off as the IBM software is already guarding that method of intrusion.