Hi

It looks like the software left some files behind that could be removed.

1. Type about:support in the address bar.
2. In the section labelled Profile Directory, select Open Folder.
3. Close Firefox once the new window opens.
4. Open the extensions folder.
5. You should see a file (that ends .xpi) for IBM Trusteer Rapport. You should be able to delete this file.
6. Open Firefox.

The references should be gone to that old software in about:addons.

I hope that this helped, but if not, please come back here and we can look into a different solution for you.

Extensions that do not have a "Remove" button are installed globally by other software and are not under control of the Firefox extension manager. Globally installed extensions are usually found via a registry scan or are installed in a location that Firefox scans for installed extensions.

• https://developer.mozilla.org/Installing_extensions
• https://developer.mozilla.org/Adding_Extensions_using_the_Windows_Registry

Extensions installed globally need to be removed via the settings (Options/Preferences) of the program that has added this extension or this program has to be uninstalled via "Control Panel -> Programs". In Firefox you can only disable such an extension.

You can find the install location of a specific extension in the extensions.json file in the profile folder. You can open the extensions.json file in the Scratchpad and search for this extension. The descriptor field should list its install location.

You can use the button on the "Help -> Troubleshooting Information" (about:support) page to go to the current Firefox profile folder or use the about:profiles page.

• Help -> Troubleshooting Information -> Profile Directory:
  Windows: Show Folder; Linux: Open Directory; Mac: Show in Finder
• http://kb.mozillazine.org/Profile_folder_-_Firefox

Hi, Sorry for the delayed reply. And thanks for those that are helping. I have found the extension.json file and found the path for Rapport to be "path":"C:\\Users\\Derek\\AppData\\Roaming\\Mozilla\\Extensions\\{ec8030f7-c20a-464f-9b0e-13a3a9e97384} Do I just remove this folder to remove the add-ons entry? Thanks

Yes, you can remove the folder of this specific extension. This is a location where extensions can be installed for one specific user.

• https://developer.mozilla.org/Installing_extensions

Note that {ec8030f7-c20a-464f-9b0e-13a3a9e97384} is the GUID of Firefox and best is not to remove this folder (Firefox will probably recreate it).

Thanks for the reply. And forgive my lack of overall knowledge (I'm learning.....) In the Mozilla Extension folder there are two folder entries {ec8030f7-c20a-464f-9b0e-13a3a9e97384} and another folder unrelated. Inside of folder {ec8030f7-c20a-464f-9b0e-13a3a9e97384} there is a file rapportext@trusteer.com.xpi Is it this file that I should delete? Thanks for your continuing help.

rapportext@trusteer.com.xpi is the extension file from Trusteer, so removing that file should remove IBM Security Rapport (IBM acquired Trusteer).

Thanks very much for your assistance.