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Login Troubleshooting Tips

First, verify that the Operating System and browser you are using is one of the supported Operating System and browser combinations in the following chart:

 
Windows XP
Windows 2000
Windows 98
Windows 95
Windows NT
Windows ME
Linux
Mac OS X

Mac Os 9

Internet Explorer 6
X
X
X
X
X
Internet Explorer 5.5
X
X
X
X
X
Internet Explorer 5.1
X
Internet Explorer 5
X
X
X
X
X
X
X
Netscape 8
X
X
X
X
X
X
Netscape 7.2
X
X
X
X
X
X
Netscape 7.1
X
X
X
X
X
X
Netscape 6.1
X
X
X
X
X
X
Netscape 4.6
X
X
X
X
X
Opera 8
X
X
X
X
Firefox 1.07
X
X
X
X
X
X
X
X

Firefox 1
X
X
X
X
X
X
X
X
Safari 2
X
Safari 1
X
IBM
X
X
X
X

If your Operating System and browser combination is not supported, please upgrade to a supported platform and/or browser.

Next, verify that your browser can support enhanced security by doing a security check at: http://www.verisign.com/advisor/check.html

If the page that requests their PIN or Password “hangs,” verify that you have the Shockwave Flash Plug-in enabled on their browser.  For example, here are the steps to check this in Internet Explorer:

  1. Open Internet Explorer .
  2. Go to "Tools" then “Internet Options” then “Manage Add-ons.”
  3. Scroll down to “Shockwave Flash Object.” and click “enable” if not already enabled and click “OK.”
  4. Close your Internet Explorer browser completely and reopen it.

If the page continues to hang, the Shockwave Flash Plug-in may be corrupted, please uninstall and reinstall the Flash Plug-In by following the instructions provided by Macromedia:

If you are abruptly timed out of Online Banking and returned to the sign on page shortly after logging in, this may be due to a known bug (reported by Microsoft) with the “Content Advisor” feature affecting Internet Explorer browser versions 5 and 6.

Content Advisor is a parental control tool used to block certain web sites. Unfortunately, there is flaw that causes sessions (the browser's ability to "remember" the user when navigating through a secure site) to unexpectedly terminate.This bug is not likely to be fixed by Microsoft until Internet Explorer version 7 (not yet released).

In the meantime, please disable the “Content Advisor” feature prior to logging into Online Banking. You can re-enable the feature once you log out of Online Banking, but you will need to disable the feature each time you access Online Banking, or other secure sites.

To disable the Content Advisor:

  1. Open Internet Explorer .
  2. Go to "Tools" then “Internet Options” then “Content.”
  3. Click the disable button beside "Content Advisor."
  4. Close your Internet Explorer browser completely and reopen it.

If you continue to experience this behavior, please also verify that you have “Session Cookies” enabled:

  1. Open Internet Explorer .
  2. Go to "Tools" then “Internet Options” then “Privacy.”
  3. Click on the "Advanced" button.
  4. Check the box for "Always allow session cookies."
  5. Close your Internet Explorer browser completely and reopen it.

If the problem persists, please email us with the following information:

  • Your Operating System
  • Your browser
  • Approximate date and time you experienced the error
  • Error message, if any
  • The url string of the problem page (located in your browser’s address bar)