Rapport Website Security: Frequently Asked Questions

  1. What is Rapport?
  2. Why do I need Rapport software?
  3. Which attacks does Rapport protect against?
  4. Do I still need antivirus software?
  5. How can I protect my information from online fraud?
  6. How is Rapport different from my top-rated internet security services?
  7. What is the difference between Rapport and SSL?
  8. How do I know my information is safe?
  9. How could my computer become infected by malicious software?
  10. I think I’ve become a victim of online fraud. What do I do?
  11. If I am technologically savvy, do I still need Rapport?
  12. If I lack any computer knowledge, can I still use Rapport?
  13. Which websites are protected using Rapport?
  14. Does Rapport work on Macs as well as PCs?
  15. Does Rapport take a long time to download?
  16. What if Rapport slows my computer down?
  17. Is Rapport hacker-proof?
  18. Who is Trusteer?

 

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What is Rapport?
Rapport is a security software application. It helps prevent online identity theft and helps protect online transactions. You can use Rapport on any website that houses your private information, including:

  • Online bank accounts
  • Mutual fund accounts
  • Online brokerage accounts
  • E-mail (such as Hotmail, Yahoo! Mail, and Gmail)
  • Social networking sites (such as Facebook)
  • Insurance applications
  • Sites containing personal medical information
  • Online merchants (such as eBay or Amazon.com)

Rapport is completely transparent. It does not change the way you view or log in to the websites you use. No configuration or maintenance is required; simply install and browse safely.

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Why do I need Rapport software?
Your existing security software is important—but not comprehensive.

"A recent test of best-of-breed anti-virus vendors and Web browser anti-phishing filters revealed that more than half of active malware and phishing threats on the internet go undetected, with an average detection rate of 37 percent for malware and 42 percent for phishing." Cyveillance, February 2009

Rapport works in ways that antivirus software and firewalls cannot. It protects your username, password and other sensitive login information from being stolen by malware and fraudulent websites.

Rapport also protects your online communication. It prevents malware from attacking your transactions or transferring money from your account to an attacker’s.

If you bank, trade or shop online, Rapport can significantly reduce your exposure to the growing threat of financial fraud and identity theft.

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Which attacks does Rapport protect against?
Rapport guards your information against the following attacks:

Phishing
A phishing attacker builds a phishing website—a fake website that looks exactly like a site you know and trust (for example, Hancockbank.com). The attacker then lures you to visit the phishing site, often by sending you a fraudulent e-mail. When you arrive at the phishing website, you may be convinced that it is authentic. When you use your login credentials to sign into the phishing website, the attacker steals your information and can use it to login to the real website, impersonate you and initiate fraudulent transactions.

Pharming
A pharming attack causes your computer to go to a fraudulent website when you type a real website's name in your Web browser’s address bar. Once you arrive at the fraudulent website and try to sign in, the attacker steals your login credentials and can use them to login to the real website, impersonate you and initiate fraudulent transactions.

Keyloggers
A keylogger is malicious software that hides itself inside your computer. The keylogger records keystrokes (i.e., each time you type something on the keyboard) and then sends this information to the attacker. By grabbing your sign-in credentials and other sensitive information and sending them to an attacker, keyloggers enable an attacker to log in to your accounts, impersonate you and initiate fraudulent transactions.

Man-in-the-Middle
Man-in-the-middle is an advanced variation of phishing and pharming attacks. In this attack, when you sign into a website and start working, all the information exchanged between you and the website passes to the attacker—but it is unlikely that you will detect any of this malicious activity. The attacker can view any private information and can alter your transactions. For example, if you request to transfer a certain amount of money to a specific payee, the attacker can change the payee's identity and have the money transferred to a different account.

Man-in-the-Browser
Man-in-the-browser is malware that resides inside your browser in the form of an add-on (such as a toolbar or a browser plug-in). This malware controls everything that happens inside your browser. It is capable of reading sensitive information such as your sign-in credentials and passing them to the attacker. It can also generate transactions on your behalf, such as transferring money from your account to the attacker's account.

Screen Capturing
This type of malware takes pictures of your computer screen and sends them to the attacker. Screen shots can include your account details, balance and even credentials when the website uses keypads for login.

Session Hijacking
This malware (malicious software specifically designed to damage a computer) steals your session parameters with a specific website and sends this information to the attacker. These session parameters can then be used by the attacker to take over your session with the website and to bypass the authentication process that is required to log in to the website.

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Do I still need antivirus software?
Yes. Rapport is designed to work with your antivirus software and firewall—not replace them. Keep your traditional security software up to date, and use it alongside Rapport.

 

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How can I protect my information from online fraud?
Always keep your antivirus software and Web browser versions up to date, use a firewall and install Trusteer’s Rapport protection software—FREE to Hancock Bank customers. Rapport’s innovative technology picks up where traditional security software stops.

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How is Rapport different from my top-rated internet security services?
Firewalls, antivirus software and Rapport work in very different ways.

Antivirus software stops threats by scanning your computer for suspicious files.

A firewall makes your computer invisible to attackers. It also makes it harder for criminals to get data into and out of your machine.

Rapport uses an entirely different technology. It can tell when you are accessing your Hancock Bank Online Banking site, initiating transactions, submitting login information and reading bank statements. During that time, Rapport locks down the connection between your computer and Hancock Bank. It ensures the authenticity of our site and prevents your information from going to counterfeit sites, immediately blocking unauthorized attempts to alter your transactions or otherwise steal your identity.

Rapport's access control policies are set by Hancock Bank. Banks that work with Trusteer build and maintain policies that define which information is sensitive and which operations on this information should be restricted. Unlike traditional security software, Rapport does not need to maintain a database of malicious software and websites and can therefore block new and "under the radar" threats which traditional software is not designed to detect. Hancock Bank and Trusteer work hard to keep Rapport effective against financial crimes that are currently targeting online bankers.

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What is the difference between Rapport and SSL?
Rapport and SSL are complementary protection layers and perform different internet security duties. SSL protects communication and runs on both your computer and the site you are browsing. Rapport prevents identity theft, which can occur regardless of the security of your communication channel (that is, even if SSL is used), and runs only on your computer.

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How do I know my information is safe?
Rapport comes preconfigured to protect certain websites, like www.hancockbank.com, from companies who are working directly with Trusteer to give their valued customers the best protection possible.

Of course, you should have Rapport protect you on all websites where you log in or where you can read or send sensitive information. You can add Rapport protection to any website with just two clicks. Click here to view a short demo.

Rapport makes absolutely no change to your internet browsing activity. When you browse a website in Internet Explorer or Firefox, a Rapport arrow icon appears next to the browser’s address bar.

When Rapport is active, the arrow icon turns green, as shown below:

When the arrow is gray, Rapport is not active. Your information may be at risk.

When Rapport identifies a security hazard, it usually neutralizes the threat without having to inform you. In a few cases where Rapport detects some level of risk, Rapport may require a Yes/No confirmation from you before neutralizing the threat.

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How could my computer become infected by malicious software?
Computers can be attacked in many ways:

  • An attacker can intentionally install malicious software on your computer.
  • Computer users can be tricked into installing malicious software themselves, believing they are installing some piece of “necessary” software.
  • Computers can be infected with malware that actually installs other forms of malware.
  • If a computer’s security software is out of date, it could be exploited either by visiting a malicious website or by being attacked by a malicious or infected computer.

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I think I’ve become a victim of online fraud. What do I do?
If you are suspicious that you are a victim of identity theft, click here for immediate steps to follow.

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If I am technologically savvy, do I still need Rapport?
While you are less likely to fall prey to simple attacks such as phishing, newer, more sophisticated attacks are becoming more common. These attacks, such as pharming and man-in-the-browser, are almost impossible to detect and prevent, even for the most skilled internet user. Rapport offers continuous protection against these difficult-to-detect attacks.

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If I lack any computer knowledge, can I still use Rapport?
Yes. Rapport is extremely user-friendly. You do not need any technical knowledge to install Rapport. It does not require configuration. It will not change the way your browser works or the way you see websites. It is completely transparent to you. And unlike most traditional security software, it does not ask you technical questions when it encounters a security threat. Rapport is the most powerful yet convenient security solution available.

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Which websites are protected using Rapport?
Rapport protects select online banking, brokerage and retail websites, including Hancock Bank’s personal, business and commercial Online Banking sites, and www.hancockbank.com. You can choose to manually protect additional websites by browsing to a website, clicking the gray Rapport icon and choosing "Protect this website.”

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Does Rapport work on Macs as well as PCs?
Yes. Rapport is available for both Mac and PC users.

For Windows Operating Systems, 32-bit and 64-bit (Windows XP, Vista, Windows 7, Windows 8, Windows Server 2003/2008), Rapport supports:

  • Internet Explorer 6, 7, 8 and 9
  • Internet Explorer 10 on Windows 7 and 8 only
  • Firefox 17 and 18
  • Google Chrome 23 and 24


Recommended Service Packs:

  • Windows XP SP2 and SP3
  • Windows Vista SP2


For Mac OS X Snow Leopard (10.6), Lion (10.7) and Mountain Lion (10.8) Rapport supports:

  • Firefox 17 and 18 (Including 64-bit version)
  • Safari 4, 5.0, 5.1 and 6.0 (Including 64-bit versions)


Recommended Hardware (PC):

  • CPU: Intel Pentium 800MHz or better
  • Memory: 512MB RAM (or more) for Windows XP 1024MB RAM (or more) for Windows Vista / Windows 7/ Windows 8


Recommended Hardware (Mac):

  • CPU: Intel Core or better
  • Memory: 512MB RAM (or more)


You can still have Rapport running even if most of your browsing is done using an unsupported browser. Rapport does not interfere with your browsing. You can always choose to switch to a supported browser when you log onto a sensitive website such as your online banking website.

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Does Rapport take a long time to download?
Not at all. With just a few clicks, Rapport can be up and running in less than a minute. You do not need to register or submit any information, and you do not need to restart your browser or reboot your computer. For installation instructions, click here.

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What if Rapport slows my computer down?
Several factors can affect your browser speed. If your browser is running slowly, here are some steps you can take to diagnose whether the problem is caused by Rapport:

1. Be sure your system has enough memory for Rapport.

  • Click Start > Run and type msinfo32. Click OK. In the System Information page, choose System Summary. Available Physical Memory should be 100MB or more.
  • If you have less than 100MB, uninstall Rapport, install more RAM and try again.

2. If you have enough memory, test Rapport’s compatibility with your browser.

  • Click Start > All Programs > Trusteer Rapport > Stop Rapport.
  • If performance improves, Rapport could be conflicting with one of your browser’s add-ons.
    Restart Rapport and temporarily disable add-ons, one by one, until you can identify which one is causing the problem.

3. Lastly, the issue may be related to one of Rapport's protection mechanisms.

  • To disable some of Rapport's protection mechanisms, click Start > Programs > Trusteer Rapport > Rapport console. Click the arrow to move to Page 2.
  • Click on Edit Policy under the Security Policy widget and insert the required characters.
  • Change setting to “Never” for: Block unknown browser add-ons; Early browser protection; Block unauthorized modules in the browser; Block browser process alteration; and Block access to information inside the browser.
  • Click Save, restart your browser and re-evaluate browser speed.
    Please note: Disabling Rapport’s protection mechanisms makes your system less secure. If this procedure resolves your issue, re-enable the mechanisms one by one to identify and leave out the conflicting one only. Finally, please alert our support team of your issue so we can work to resolve it.

NOTE: At this time, the following antivirus software packages are not compatible with Trusteer Rapport:

The following free antivirus solution works well with Rapport: http://www.microsoft.com/Security_Essentials

A full list of compatible products can be found here.

 

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Is Rapport hacker-proof?
Unfortunately, no security solution is hacker-proof. Like your antivirus software or any other security solution you use, Rapport makes it harder for criminals to commit crime. Rapport adds a very important and unique security layer to better protect your money and your sensitive information and promptly reacts to threats aimed directly at you. Internet security is a constant battle, but Rapport is the most powerful, yet convenient, security solution available today. And it is free to Hancock Bank customers.

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Who is Trusteer?
Trusteer is a privately held corporation founded by senior internet security industry executives with specific expertise in enterprise and consumer desktop security. The firm's flagship product, Rapport, helps online banks, brokerages and retailers protect their customers from identity theft and financial fraud. Trusteer's customers include leading online banks, brokerages and internet companies. In 2008, Trusteer won the Best of Web award from the Online Banking Report and was covered by U.S. analyst firms Gartner and Frost & Sullivan.

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