Have you had problems with Microsoft Edge freezing or closing?

We have a solution if you use Trusteer Rapport

We recently had a Samsung laptop in from a customer who informed us that Microsoft Edge / Internet Explorer all of a sudden stopped working. In addition, the symptoms were that the Edge browser would freeze after a few seconds or even close on its own. This was similar for Internet Explorer. The customer last used the computer to carry out online banking and other routine internet uses and also updated the Windows operating system via Windows Update.

We looked at the system and also checked the various forums and help files for Microsoft to see if there were any issues regarding Windows 10 up dates etc. and carried out the following:

If you are looking for the solution, do not carry out these steps below. The solution in the end was simply to uninstall Trusteer Rapport.

• Windows Update to install all the latest updates
• Updated Java
• Reset Microsoft Edge
• Safe Mode
• Disabled anti-virus
• Disabled firewall

It was then that we realised the customer had been carrying out online banking prior to the fault developing. So we looked into Trusteer Rapport. This is a program widely used to protect your identity and account against online fraud.

After a while trying to establish the issue, the Rapport program was removed. You can uninstall the program the usual way via the Add/Remove programs option.

Removal procedures are also explained on the website https://www.trusteer.com/en/support/uninstalling-rapport

Once the program was removed, all the browsers sprang back into life and worked as they should.

The customer is delighted with the result. As yet we did not reinstall the software. During the uninstall procedure there was an option provided to connect to online help to fix the problem of a browser not functioning properly, so this is clearly a problem they are aware of.

It may well be that the Rapport program installed on the laptop had a conflict with the internet browsers and as such we did not re-install the program. There is an updated version on the Trusteer website which may well function perfectly well. Please let us know if this blog entry assists you in any way and also let us know if you are successfully using the latest version of Trusteer for your banking.

Remember, you should always protect your identity and accounts when it comes to banking online. We wholly recommend software to assist in this. It’s just that on this occasion, the software worked a little too well and prevented the customer from banking at all!