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I cannot enter my password into the password field

If you cannot enter your password, please first check your keyboard is working correctly by typing characters into another programme. If it's a wireless keyboard make sure the batteries are not running low.

If your keyboard is working, have you installed Trusteer's Rapport software?

Rapport encrypts keystrokes from the keyboard driver to the browser. If another desktop utility changes keystrokes on the fly Rapport might not be able to decrypt the keystrokes it encrypts. As a result you are seeing incorrect or missing characters instead of the text you typed.

If you encounter this problem then please follow these instructions.

Ensure you have the most up-to-date version of the software installed:

Open the Rapport Console:

  1. Select Start
  2. All Programs
  3. Trusteer Rapport
  4. Rapport Console
  5. Under 'Product Settings' click 'More Settings', then 'Check for Updates'.

Alternatively you can download Rapport afresh from our website natwest.com (opens in a new window)

In order to effect this change, reboot your computer.

Having completed the above actions, if the issue persists, you can resolve the issue by editing Rapport's Security Policy:

Open the Rapport Console, as above:

  1. At the bottom of the Console there is a green right-facing arrow - click it
  2. Click 'Edit Policy'
  3. Enter the letters as they are shown in the image and then click OK
  4. Find 'Block Kernel Keylogging', click the drop down menu and choose 'Never'
  5. Find 'Block Keylogging', click the drop down menu and choose 'Never'
  6. Click 'Save'.

In order to effect this change, reboot your computer.

Should you require further assistance with Rapport software, visit: http://www.trusteer.com/support (opens in a new window).