Sending a User Problem Report

When you use the Rapport problem reporting feature, Rapport sends a technical report with important internal Rapport log files along with your problem description. This technical report can help IBM identify and resolve the issue. This is the best way to report a problem, since it gives IBM the most comprehensive information about your problem.

Note: The information inside the log files is technical and does not include sensitive or private information about you.

Procedure

  1. Open the Rapport Console
  2. In the Help and Support area, click Report a problem. The Report a Problem tab appears.
  3. In the Email field, enter your email address. IBM uses this address to send you a solution to your problem.
  4. Click Submit.

    The IBM Trusteer Support Wizard is displayed.

  5. Click Start to open the wizard. Enter the following mandatory information:
    • Your full name
    • Your email address

    In the bottom section of the page, from the list select the bank from which you downloaded IBM Trusteer Rapport then click Next.

  6. Select the reason for submitting the problem request. If you are contacting support again about a previously opened support case, you are required to provide the case ID. To report a new problem, choose I am submitting a new support case and click Next.
  7. From the list select the option that best describes the issue that you need help with, and then click Next.
  8. Provide any required additional information as you proceed through the wizard.
  9. If your problem is not solved after you complete the wizard, you can submit the problem request to IBM Trusteer Support.