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Troubleshooting

Common Problems and Known Fixes

Problem:

Whenever I click on the Home Banking button a page displays saying, “you are unauthorized to open this page”.

Solution:

Home Banking and Bill Payment require a SSL 128-bit encryption to open.  This encryption is provided by Internet Explorer, version 6 Service Pack 1 or higher, or Netscape, version 6.2.3 or higher.  To check your system:

  1. Go to your desktop
  2. Click on the icon for Internet Explorer
  3. Click on the “Help” button on the top tool bar
  4. Choose “About Internet Explorer”
  5. Under the Microsoft Logo the version is listed
  6. Under the “version” of IE that you are running the encryption level is shown
  7. “Cipher Strength: NNN-bit”

If your browser version or encryption level needs to be upgraded you can either click on the link provided (older versions may not have the link) or you can get the new version by visiting either www.microsoft.com or www.netscape.com.  The upgrades are free and generally do not take very long to download and execute.

If this is not the problem you need to check the security level you have your PC set at.  For Home Banking to work your PC must accept “cookies”.  To determine your setting:

  1. Go to your Desktop
  2. Right click on the blue Internet Explorer icon
  3. Click on “Properties”
  4. Click on the “Securities” tab
  5. Find “Security level for this zone”

For Internet Explorer version 6.0, Patch 1

  1. Below “Security level for this zone” is the button “Reset Custom Settings”
  2. Click on “Reset Custom Settings” button
  3. If security level is set on High click on the drop down button, choose Medium,
  4. Then click “OK”

Problem:

Once I have logged onto the Home Banking site getting my account information takes a really long time, why is this?

Solution:

The minimum connection speed for Home Banking is 28,800 baud.  If you are connecting at a slower rate Home Banking will not load correctly.  If you are using an external modem, upgrading to another modem i.e. 56K will fix the problem.  These are relatively inexpensive and easy to connect.  If you have an internal modem, upgrading is still inexpensive and easily accomplished.  If you are not comfortable installing a new modem yourself you can take your computer to a store like CompUSA.  Their service department can do this for you.

If you are running at 56K, DSL, or satellite, the problem may be the amount of account history that is being uploaded to the server site.  Remember, ninety (90) calendar days of history, for each account you have with ECU, is being transferred into temporary memory.  The more transaction history, the longer the upload takes.

  1. Click on “Start”
  2. Click on “Settings”
  3. Choose the “Control Panel” icon
  4. Choose the “Display” icon
  5. Click on the “Settings” tab
  6. Located within “settings” is a “screen area” display.  Move the “scroll” bar until it reflects the word “Medium”.

Problem:

When I use the “back” button in Home Banking or Bill Payment I get a message that says the page cannot be displayed.

Solution:

By clicking on the “Refresh” button the page will display.  For a permanent resolution you can:

  1. Click on “Start”
  2. Click on “Settings”
  3. Choose the “Control Panel” icon
  4. Choose the “Internet Options” icon
  5. Click on the “General” tab
  6. Locate “Temporary Internet Files”
  7. Click on “Settings”

At the option, “Check for newer version of stored pages” choose “every visit to the page” then click on “OK”.

Problem:

I have a Macintosh PC and when I try to accept the “Terms and Conditions” I get an error message.

Solution:

On the account “Terms and Conditions” page, below the “accept”-“decline” buttons there is a link that says, “Mac Users Click Here For Terms and Conditions”.  This link will take you to another portal that is designed for Macs.

Problem:

Occasionally there are check images that I try to view but the system tells me that they are not available.

Solution:

There are 2 (two) possible reasons that this might occur:

  • Images of checks paid take approximately two (2) business days to convert to image format.
  • Checks drawn on your checking account, that have been presented directly for payment, are an “On Us” item and will not display a check image.  “On Us” checks do not clear through the check payment stream, therefore their image can not be captured.

Problem:

When I try to view a check image all I see is a box with an “X” in the middle of it.

Solution:

If you are trying to view an image on a LAN Network, the network may be set to strip images it preceives as “spam”.  You will need to check with your Network Administrator to have this fixed.