We've been hearing from members who've reported an error when using the Google Chrome browser, which has stopped them from accessing websites. We have a fix for this problem, which appears to relate to a conflict with Trusteer Rapport's security tool.
If you're having the same problem with Chrome, then you may see the following error message:
This site can’t be reached
Search Google for disable features loading mojo
This will prevent you from accessing common sites and services in the Chrome browser.
Fix: uninstall Trusteer Rapport to fix Chrome
Rapport is a piece of security software that's often given away free by banks when you bank online with them. It gives an element of extra safety when banking online. However, as it interacts with your web browser, including Chrome, conflicts can be possible.
A similar issue recently affected users of the Windows 10 Edge browser, and the same fix - uninstalling Rapport, or at least updating it with a newer version - appears to resolve the problem.
We recommend temporarily uninstalling Rapport in order to get Chrome back up and running. To do this, click the Windows Key + R to open the Run dialogue box, then type in appwiz.cpl and click Enter. This opens your list of programs.
Scroll through the list of apps and programs to find Trusteer Rapport. Right-click to highlight it, then click the Uninstall (or Uninstall/Change) button in the top toolbar and follow the on-screen steps.
From this point on, you'll see quite a few prompts from Trusteer, as it guides you through the uninstallation process. This is a little more heavy-handed than you'll typically encounter when uninstalling a program, but follow each in turn, confirming you wish to uninstall. For more on these steps, see the guide on Trusteer's official site.
Reinstall a newer version of Rapport
If you'd like to continue using Rapport, then it's worth installing a newer version from Trusteer when one is made available to fix this glitch. It's unlikely to be a long wait, since Chrome is such a popular browser.
Head to Trusteer's installation page and select your bank from the drop-down list to begin installation. The software is free to download and install.
Safe to bank online without Rapport?
Don't worry, even without Rapport running your computer should be safe to use (so long as you run quality antivirus software as per usual). It isn't Rapport's job to protect your online banking, either - that's up to your bank itself.
Rapport is merely an extra pair of eyes when you're browsing online, that can catch out dodgy websites and prevent you landing on them. Often, this feature is provided by your regular security software anyway (which can create conflicts with Rapport).
Even without Rapport, you'll still need to follow a series of security and login steps to get to your online bank account - these are put in place by your bank, not Trusteer, and are there to keep your details safe.