Symptoms:
Windows suddenly will not boot to OS, may produce BSOS with
Ox0000000A “IRQ NOT LESS OR EQUAL”
MiniDump files produce “RapportCerberus32_27897.sys”
or RapportCerberus32_xxxxx.sys” as the root cause file.
System will boot to safe mode or safe mode with networking
but you are unable to uninstall Rapport software from Add/Remove Programs and
unable to change stratup options to not run Trusteer Rapport application.
History:
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 recently been a call driver where the
OS fails to boot or will BSOD toward the end of the boot cycle or shortly after
the desktop screen appears.
Resolution:
Uninstalling Rapport Via 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. The Windows Advanced Options
Menu appears
3) Ensure that the Safe Mode option is selected
4) Press Enter. The computer then begins to start in Safe
Mode.
5) When Windows has finished loading, open the
"Run" command by clicking Start and choosing "run", or type
"run" in the search field
6) In the Run command window, type C:\program Files . Click
OK.
7) Delete the "Trusteer" folder in the window that
opens up (if exists)
8) Open the Run command again
9) Type %appdata% . Click OK.
10) Delete the "Trusteer" folder in the window
that opens up (if exists)
11) Open the Run command again
12) Windows XP users: type %allusersprofile%\application
data . Click OK. Windows Vista or 7: type %programdata% . Click OK.
13) Delete the "Trusteer" folder in the window
that opens up (if exists)
14) Restart the PC normally
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