Tonyshep

Q: Why does Mail crash when trying to reply to an email when Safari is also open

I have just updated from Yosemite to El Capitan and have version 10.11.1

I am now experiencing some very random problems.

The latest of which is that when I have Mail open with Safari also open everytime I try to reply to an email Mail immediately quits.

iMac with Retina 5K display, Operating system OS X 10.11.1

Posted on Oct 30, 2015 2:42 AM

Close

Q: Why does Mail crash when trying to reply to an email when Safari is also open

  • All replies
  • Helpful answers

Previous Page 2
  • by andycswain,

    andycswain andycswain Nov 16, 2015 2:06 AM in response to Tonyshep
    Level 1 (0 points)
    Nov 16, 2015 2:06 AM in response to Tonyshep

    I had the exact same problem (upon hitting reply or forward Mail would crash) I'm running El Capitan OSX 10.11.1 on 13"MacBook Pro. I deactivated Trusteer Rapport and it has resolved the issue. Many thanks

  • by ELask,

    ELask ELask Nov 16, 2015 8:15 AM in response to ELask
    Level 1 (10 points)
    Nov 16, 2015 8:15 AM in response to ELask

    Following up on the issue, I raised a ticket with IBM. They responded with a message and an update to Rapport to version 3.6.1507.47. Unfortunately it still does fix the issue. Will keep you informed.

     

    ***

    We recommend downloading Rapport's latest version, as we believe the reported issue has been resolved in previously released updates.

     

    You can download Rapport's latest version here:

    https://trusteer.exavault.com/share/view/99w4-48oaucm6

     

    Please restart your computer at the end of the installation.

    If downloading Rapport's latest version has not resolved the reported issue, please let us know.

     

    Kind regards,

     

    Tier 2 Support Representative

    Trusteer, IBM Security Systems

  • by ELask,

    ELask ELask Nov 29, 2015 7:32 AM in response to ELask
    Level 1 (10 points)
    Nov 29, 2015 7:32 AM in response to ELask

    Update 2:

     

    After a session with Tech Support, the issue was found and it will be fixed on the next version.

     

    As a workaround until the new version comes out you can open Trusteer console (either from systems preferences or from the Trusteer icon in Safari) , go to Security Policy and change the "Block Screen Capturing" to "Never".

     

    Or... make sure you are not on an Safari page running Trusteer when replying/forwarding a mail from the mail app.

  • by mittgenstein,

    mittgenstein mittgenstein Dec 3, 2015 2:34 PM in response to ELask
    Level 1 (8 points)
    Notebooks
    Dec 3, 2015 2:34 PM in response to ELask

    as so many others: after disabling trusteer's rapport, my mail program finally stopped crashing.

    eventually i did a bit of research and am finding this on the use(lessness) of this software:

    https://community.spiceworks.com/topic/334434-so-trusteer-rapport-yea-or-nay

  • by mfc52,

    mfc52 mfc52 Dec 9, 2015 3:24 AM in response to ELask
    Level 1 (0 points)
    Dec 9, 2015 3:24 AM in response to ELask

    thanks

  • by scotso22,

    scotso22 scotso22 Feb 12, 2016 3:57 AM in response to John Galt
    Level 1 (15 points)
    Feb 12, 2016 3:57 AM in response to John Galt

    I don't know whether the flaw is in Mail or in Rapport (or both) but I wouldn't be so quick to ditch the latter -- unless there is a better alternative that gives protection against phishing and online fraud?

     

    Until this interaction between Mail and Rapport is fixed I can work around it quite easily, by closing any web pages that are protected by Rapport before I start writing emails.  (This is probably a good habit to get into, since Rapport only kicks in when I'm visiting online banking sites).

  • by scotso22,

    scotso22 scotso22 Feb 17, 2016 2:31 AM in response to ELask
    Level 1 (15 points)
    Feb 17, 2016 2:31 AM in response to ELask

    Thanks for identifying the link and solving the mystery!  The obvious work around is to log out and close any "protected" web pages before replying to emails - easier said than done.

     

    I'm reluctant to disable Trusteer Rapport, which was provided by my Bank to safeguard online transactions, so I asked Trusteer's customer support desk.  They suggested turning off the "screen capture" feature:

    "The issue you have reported may be related to one of Rapport's protection mechanisms.

    To verify this, please try to disable Rapport's protection from screen captures of sensitive information and let us know if the issue is resolved.

     

    To disable Rapport's protection from screen captures of sensitive information:

    1. Open Rapport's Console by choosing - Apple Menu > System Preferences > Other > Trusteer Endpoint Protection

    2. Click the 'Security Policy' tab.

    3. Enter the letters as they are shown in the image and click OK.

    4. Locate 'Block Screen Capturing' and select 'Never' in the drop-down menu.

    5. Click 'Save' and reboot your Mac.

    6. Check if the issue is resolved."


    This worked for me -- although there is no "Save" button on the Security Policy tab and I didn't need to reboot my Mac.


    Hopefully this incompatibility can be resolved by Trusteer and/or Apple in the near future.

  • by Rebecca1727,

    Rebecca1727 Rebecca1727 Mar 30, 2016 1:49 AM in response to Tonyshep
    Level 1 (4 points)
    Mar 30, 2016 1:49 AM in response to Tonyshep

    Thank you so much, @tonyshep - this has fixed what was becoming an unbearably annoying phenomenon. Like others I had sent numerous crash reports to Apple with no response.

  • by wahyou,

    wahyou wahyou Mar 30, 2016 6:29 AM in response to John Galt
    Level 1 (4 points)
    Mar 30, 2016 6:29 AM in response to John Galt

    Hi all,



    My new Mac OS X users, I experienced the same problem.
    2 Macbook laptop email experiencing a crash, and do not know what causes it.
    From John Galt explanation regarding these improvements with disable switch Trusteer "Rapport", what is meant Trusteer "Rapport" and where the position is.


    Please Help.....

  • by Bonanza-flyer,

    Bonanza-flyer Bonanza-flyer Jun 28, 2016 2:02 PM in response to Tonyshep
    Level 1 (8 points)
    Jun 28, 2016 2:02 PM in response to Tonyshep

    I use IBM Trusteer as required for certain financial sites. That indeed seemed to be causing the problem with Mail. This problem seems to have started after I upgraded from Yosemite to El Caitan.

    I contacted IBM Trusteer support and I believe the problem to be fixed. Open "Settings", open the Trusteer console, select the "Security Policy" tab. You will have to enter the numbers they give you. Then at the bottom, find "Block Screen Capture" and select "Never". You should probably also make sure you have the latest version of Trusteer, which you can get from the support website. I think I quit Safari and re-booted after first updating Trusteer, and then after making the change in the control console. Here's a link to support where you can find the latest version, or get more help if you need it:

    https://www.trusteer.com/support

  • by dianeoforegon,

    dianeoforegon dianeoforegon Jun 28, 2016 5:05 PM in response to Bonanza-flyer
    Level 5 (5,502 points)
    Mac OS X
    Jun 28, 2016 5:05 PM in response to Bonanza-flyer

    You are not required to use Trusteer. If you search this forum you won't find anyone recommending it. Most will call it a piece of crap.

     

    https://discussions.apple.com/message/16014882#16014882

  • by da ferret,

    da ferret da ferret Jul 14, 2016 2:45 AM in response to andreasfrommenlo park
    Level 1 (8 points)
    Mac OS X
    Jul 14, 2016 2:45 AM in response to andreasfrommenlo park

    Thanks! Solved my problem too. It would be helpful to explain to other users how turn off Rapport, I figured it out but can't remember now to write it down!

Previous Page 2