[Channeal]

Hello there!

 

I have an Acer XC-830 computer running Windows 11. I purchased it two years ago, but due to having lots of problems with illness affecting various family members, I have not actually used it very much at all and tbh it has been a bit neglected!

 

I logged into it two days ago just to send a message which needed an attachment from the computer. All was fine then, but when I attempted to log on yesterday, nothing would work. When I turned it on, it said something about not being able to load the profile. I clicked okay and a blue screen came up telling me it was loading Windows. Eventually, it did take me onto the desktop, but loads of my icons were missing, although some remained. I then attempted to restore to a previous date: this took a few hours to complete, but eventually it was successful and all my normal icons were back

once again.

 

I have no idea why any of this happened! Since then, I have run a Windows Defender scan and everything seems okay. It is however telling me there is a problem with Memory Integrity and that it cannot be started. It gave me a list of drivers which were apparently preventing it starting - and they were all related to Trusteer Rapport. For some reason, I have not actually been able to use this program for online banking for ages - even on my previous computer - and have never been successful in remedying this, so I decided to delete it earlier today. After doing that however, it says there is still one driver left: RapportCerberus64_2204255.sys

 

How can I get rid of this one remaining driver and fix the Memory Integrity problem?

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Hello Channeal,

 

Lets see if we can get rid of the remnants of Trusteer first;

 

Post an Autoruns log for us, see here  

 

1: Extract the Autoruns Zip file contents to a folder.

2: Double-click the "Autoruns.exe".

3: Click on the "Hide Signed Microsoft and Windows Entries” option.

4: Go to File then to Export As or Save in some versions.

5: Save AutoRuns.txt file to known location like your Desktop > when you click on File > Save you will then get the option to Save as type, click the drop down tab, change it to Text and then click the Save button.

6: Attach to your next reply.

 

Tutorial here

[phillpower2]

Hello Channeal,

 

Lets see if we can get rid of the remnants of Trusteer first;

 

Post an Autoruns log for us, see here  

 

1: Extract the Autoruns Zip file contents to a folder.

2: Double-click the "Autoruns.exe".

3: Click on the "Hide Signed Microsoft and Windows Entries” option.

4: Go to File then to Export As or Save in some versions.

5: Save AutoRuns.txt file to known location like your Desktop > when you click on File > Save you will then get the option to Save as type, click the drop down tab, change it to Text and then click the Save button.

6: Attach to your next reply.

 

Tutorial here

[Channeal]

Hello Phill,

 

Thank you for replying.

 

I ran into a bit of a problem with Autoruns initally, as the first time I tried to save the file it would not open. I tried a second time and although I did not do anything differently, it seems to have worked - fingers and toes crossed! (I used to be much better with all this stuff, but think my brain has gone a bit rusty from lack of use!)

 

 DESKTOP-GKMGKR6.txt   614.63KB   69 downloads

 

With regard to what happened on my computer a couple of days ago, I am thinking now that maybe it was caused by a Windows update. it keeps trying to update now, but I am stopping it in case it causes problems again. Are you aware whether there were any problems with the latest update?

 

Many thanks.

 

 

[phillpower2]

Best Answer

Hi Chris,

 

Run AutoRuns again, find the below which I got from your log, delete them in AutoRuns, restart, check for any Rapport Trusteer entries.

 

+ X "RapportAegle64" "RapportAegle64: " "" "File not found: C:\Program Files (x86)\Trusteer\Rapport\bin\x64\RapportAegle64.sys" "Fri Jun 23 13:15:12 2023" "

+ X "RapportCerberus_2204255" "RapportCerberus_2204255: RapportCerberus" "(Verified) International Business Machines Corporation" "c:\programdata\trusteer\rapport\store\exts\RapportCerberus\baseline\RapportCerberus64_2204255.sys" "Thu Oct 13 12:53:21 2022" "

+ X "RapportEI64" "RapportEI64: " "" "File not found: C:\Program Files (x86)\Trusteer\Rapport\bin\x64\RapportEI64.sys" "Fri Jun 23 13:15:12 2023" "

+ X "RapportKE64" "RapportKE64: " "" "File not found: C:\WINDOWS\System32\Drivers\RapportKE64.sys" "Fri Jun 23 13:15:12 2023" "

+ X "RapportPG64" "RapportPG64: " "" "File not found: C:\Program Files (x86)\Trusteer\Rapport\bin\x64\RapportPG64.sys" "Fri Jun 23 13:15:12 

 

 

To help with the deletion process see To Disable or Delete?

 

Not aware of any recent update problems  but if you do not use a PC for a long time there is a backlog of updates to install for both Windows and Defender and this can take an eternity to get done, keep in mind that there are also a couple of large cumulative updates per year + Windows Defender will carry out a scan of your computer as well.

[Channeal]

Hello Phill,

 

Okay..... I did what you said, but it would not let me delete any of those files. I noticed that when I tried to click on properties for them, all except the Cerberus one said that the files did not exist. The Cerberus one brought up a Properties box though.

 

As far as Windows Updates goes, I probably unintentionally misled you in my first message. I do usually log on to the computer at least twice a week, as we attend an online Zoom group. I just do not use it half as much as I used to, as I do not have a lot of time to myself. I do not usually get around to delving into any problems that arise, e.g. I have had a problem with Microsoft Word for ages, files take an age to open as it says it is configuring every time - but I just have not had the time or inclination to deal with it. I also (shock, horror!) need to get everything backed up properly (I was debating whether or not to delete everything on my external drive and start again, but wanted to check through and check there is not anything crucial on there - and ended up doing nothing! Very bad, I know!!!!!). Anyway, as far as Windows Updates are concerned , I am pretty confident that they have been done as they arose. I guess I will let the latest update run tonight and hope for the best.

 

Many thanks.

[phillpower2]

What steps did you use to try and delete the entries.

 

Did you run the program as Administrator.

 

You are welcome 

[Channeal]

Hello again!

 

I had done everything okay, except that I believed it when it told me it couldn't delete any of those files. So, just now I decided to restart the computer and like magic everything seems to have gone - and I was able to sort the Memory Integrity problem. I think it must have sneakily done the Windows Update somewhere along the line as well, because that is no longer showing as being outstanding.

 

 DESKTOP-GKMGKR6a.txt   612.64KB   64 downloads

 

Many thanks once again.

 

 

 

 

[phillpower2]

Glad we could help 

[Channeal]

As a very quick aside, Phill...... do you think it is important to have Rapport for online banking? Would you recommend I try to install it again, or doesn't it matter? I would welcome your views on this.

 

Chris.

[phillpower2]

More importantly Chris, does your bank recommend that you have it.

 

Should you use Trusteer Rapport?

[Channeal]

Yes, my bank does indeed recommend it.

 

I don't know why I had so much trouble with it. Quite a while ago now, I deleted it a few times and tried to download it again - all without success. I gave up altogether in the end! Your link seems to suggest I am not the only one it has caused problems for though. Interesting!

 

Chris.

[phillpower2]

I am with NatWest and gave up on Rapport years ago because it was so problematic, I seem to recall that it started when I went from Windows 8.1 to 10.

 

I stick with with only opening stuff from recognised sources and a three step security log in for online banking.

[Channeal]

Hello Phill,

 

I believe that Santander still recommend using Rapport. I think I will leave things as they are for now though.

 

Thanks very much for your help with this. One day I will actually get around to sorting this computer out properly!

 

Chris

[phillpower2]

You are welcome Chris