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ONLINE HELP INDEX

GENERAL INFORMATION

About Security
Determining Your Browser Version
About Cookies
Recommended Browsers for Internet Banking
     Internet Explorer 6.0 Settings

     Internet Explorer 7.0 Settings
     America Online Settings
     Netscape 7.2 Settings
     Mozilla Firefox 1.0 Settings
     Safari 1.2 Settings
Unable to Log-on to Internet Banking
     Log-on Security Information
Downloading Files to Financial Software
     Importing into Money 2000

TROUBLESHOOTING

 Error Messages



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ABOUT SECURITY

Security refers to preventing unauthorized access to a computer system or network. AXIS TM Internet Banking* uses several layers of technology to prevent unauthorized users from gaining access to the internal network. Internet Banking's security professionals manage a sophisticated networking architecture that includes screening routers, filtering routers, and firewalls.
AXISTM Internet Banking* or "Internet Banking" is our term for accessing your account information over the Internet. Your financial institution may refer to it as Internet Account Access or use a different name.
Internet Banking uses software from Netscape® Communications that incorporate full data encryption to ensure the security and privacy of transactions.This encryption technology is so secure that it is classified by the U.S. Department of Defense. United States law forbids export of this technology to other countries. As a further security measure, Internet Banking utilizes its Internet server as a firewall, thereby preventing customer data from being directly accessed via the Internet.
The Internet Banking section is automatically secured/encrypted, but the rest of the Web site can be accessed as either secure or unsecure. To see at a glance if a session is secure:
  • Check the key icon at the lower-left corner of Netscape's screen. If it is intact and a blue line appears at the top of the screen, all messages are secure.

  • Check if there is an "s" after the "http" in the URL. The "s" after the "http" denotes that the page is secure.
If using Microsoft® Internet Explorer, and the image of a lock is displayed, the lock indicates the site is secure.
WARNING: If the icon appears as a picture of a broken key or a broken lock, encryption is not in use and the current session is not secure.
To ensure security, we recommend the following:
Never reveal your password**.
**Password refers to your telephone access (audio response system, not Bill Payment) password or the password that you selected when you signed up for Internet Banking. Your financial institution may use a different name. If you have questions about which number to use to access Internet Banking for the first time, contact your financial institution.
IMPORTANT: Some browsers allow you to enable a function to require passwords for specific sites or certifications. In that instance, you should enter the password for the browser.
Passwords are case sensitive. Mixing uppercase and lowercase letters is permitted.
You can change your Internet Banking password under User Options at any time. It is recommended that you change your password every six months.
WARNING: Financial institutions do not have access to your password. In the case of a forgotten password, contact your financial institution and ask them to reset your Internet Account Access for Internet Banking.
Use the Sign Off icon to end a Internet Banking session. This will expire all the cookies that were set in your session. Do not use the Back key.
IMPORTANT: If you do not exit the browser, the browser will allow you to use the Back key to get back into your Internet Banking session should you wish to explore another site.
The amount of time you can remain inactive before being automatically logged out of Internet Banking can be set under User Options.
WARNING: For your own security, keep this time setting as short as possible.
It is recommended that you balance your account at least once a month so that any discrepancies can be reported in a timely manner.



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DETERMINING YOUR BROWSER VERSION

In Netscape®:
  1. Click on Help.
  2. Click on About Netscape® Communicator.
  3. Click here to upgrade to a newer version of Netscape now!
In Microsoft® Internet Explorer:
  1. Click on Help.
  2. Click on About Microsoft® Internet Explorer.
  3. Click here to upgrade to a newer version of Explorer now!
In America Online's Web Browser:
  1. Click on Help.
  2. Click on About America Online.



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ABOUT COOKIES

A "cookie" is a small piece of information (a text file), which a web server can store temporarily with a web browser. Once the cookie is stored, the site's web server can later retrieve that information for that browser.

For example, when a person browses through an "online shopping mall" and adds items to a "shopping cart" while continuing to shop, your browser stores a list of the items that have been added to the cart so that the user can pay for all of the items at once when he is finished shopping. It's much more efficient for each browser to keep track of information like this than have web server remember who bought what, especially if there are thousands of people using the web server.

When browsing the web, any cookies that are sent to a browser are stored in the computer's memory. When the browser is closed, any cookies that haven't expired are written to a cookie file so they can be reloaded next time the browser is used.

Online banking uses a different kind of cookie known as a session cookie, a non-persistent cookie, or a pre-expired cookie. These cookies are placed temporarily and are never stored to the user's computer memory. Instead, these pre-expired cookies are used as part of the stringent security measures in the Internet Banking product. As the end user navigates through Internet Banking a pre-expired cookie is set each time a page is viewed. Because the HTML page they are viewing is not "cached", it must always be re-retrieved from the server.

The pre-expired cookies keep the session alive until the end user logs out properly or times out of Internet Banking. Once this occurs, the end user must login with their User ID and Password to gain access again. This ensures that another user using the same computer cannot access the previous session.



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RECOMMENDED BROWSERS FOR INTERNET BANKING

Recommended Browsers
  • Microsoft Internet Explorer 6.x (includes AOL 8 & 9)
  • Netscape 7.2
  • Mozilla Firefox 1.0
  • Safari 1.2

Our site is optimized for use with certified/recommended browsers. If you use a different browser, you may not be able to take full advantage of all the features of the site.

Be sure to select a supported version when downloading at the following locations:

Microsoft©Internet Explorer Download:
http://www.microsoft.com/windows/ie/default.asp


Netscape© Navigator Download:
http://browser.netscape.com/


America Online© Download:
http://www.aol.com or AOL Keyword: upgrade


Mozilla Firefox Download:
http://www.mozilla.org/products/firefox/


Safari Download:
http://www.apple.com/support/downloads/




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Internet Explorer 6.0 Settings

Browser Settings

Cookies
  1. Click on TOOLS.
  2. Select INTERNET OPTIONS.
  3. Click the PRIVACY tab.
  4. Click on the ADVANCED tab.
    1. Put a check mark next to "Override Automatic Cookie Handling".
    2. Select ACCEPT for "First-Party Cookies" and "Third Party Cookies".
    3. Put a check mark next to "Always Allow Session Cookies".


Security
  1. Click on TOOLS.
  2. Select INTERNET OPTIONS.
  3. Click on the SECURITY tab.
    1. Set the Security Level for the Internet Zone to MEDIUM.
    2. Click on the PRIVACY tab.
    3. Set the Privacy Setting to MEDIUM.
  4. Click OK and then click on the button marked "Custom Level"
    1. Under Java Permissions make sure the radio button is set to Medium Safety.
    2. Under Scripting of Java Applets make sure the radio button is set to ENABLE.
    3. Under Cookies: Allow per-session cookies (not stored) make sure the radio button is set to Enable.
    4. Under Cookies: Allow cookies that are store on your computer make sure the radio button is set to Enable.
  5. Click OK and go to the ADVANCED tab.
    1. Under The Microsoft VM section, check the box next to "JIT compiler for virtual machine enabled (requires restart)"
    2. Under Security make sure the checkbox for "Do not save encrypted pages to disk" is blank.
    3. Under the Security Section, check "Use SSL 2.0 and SSL 3.0".
  6. Click on OK until exited completely from options.


Deleting All Temporary Internet Files:
  1. Click on TOOLS.
  2. Select Internet OPTIONS.
  3. Under the heading Temporary Internet Files click on the button DELETE FILES.
  4. Click on OK until exited completely from options.


Deleting Cookies Only:
  1. Click on TOOLS.
  2. Select Internet OPTIONS.
  3. Under the heading Temporary Internet Files click on the button DELETE COOKIES.
  4. Click on OK until exited completely from options.


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Internet Explorer 7.0 Settings

Browser Settings

Cookies
  1. Click on TOOLS.
  2. Select INTERNET OPTIONS.
  3. Click the PRIVACY tab.
  4. Click on the ADVANCED button.
    1. Put a check mark next to "Override Automatic Cookie Handling."
    2. Select ACCEPT for "First-Party Cookies" and "Third Party Cookies."
    3. Put a check mark next to "Always Allow Session Cookies."


Security
  1. Click on TOOLS.
  2. Select INTERNET OPTIONS.
  3. Click on the SECURITY tab.
    1. Click on the INTERNET icon to select the Internet Zone
  4. Click on the button marked "Custom Level"
    1. Under Reset Custom Settings, set the Security Level to MEDIUM.
    2. In the settings window, under Scripting of Java Applets make sure the radio button is set to ENABLE.
  5. Click OK and go to the PRIVACY tab.
    1. Set the slider to MEDIUM.
  6. Click OK and go to the ADVANCED tab
    1. Under Security make sure the checkbox for "Do not save encrypted pages to disk" is blank.
    2. Under the Security Section, check "Use SSL 2.0 and SSL 3.0".
  7. Click on OK until exited completely from options.


Deleting All Temporary Internet Files:
  1. Click on TOOLS.
  2. Select Internet OPTIONS.
  3. Under the heading Browsing History, click on the button DELETE FILES.
  4. Click on OK until exited completely from options.


Deleting Cookies Only:
  1. Click on TOOLS.
  2. Select Internet OPTIONS.
  3. Under the heading Temporary Internet Files click on the button DELETE COOKIES.
  4. Click on OK until exited completely from options.



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America Online Settings

America Online v8.0 & v9.0 (NOTE: The built-in AOL browser appears to be a version of an IE browser. In that case, some things (e.g. deleting cookies, etc.) could be accomplished the same way as done with IE browsers.)

AOL Auto-Fix (NOTE: Users must be signed on to their PC as a System Administrator in order to do this.)

  1. Sign on to AOL, and then go to AOL Keyword "Fix It".
  2. Click the link "Problems with the AOL web browser".
  3. Follow the simple instructions given on screen to complete the repairs. At this point, the AOL Auto-Fix does several things, including (but not limited to) clearing the cache and repairing the AOL Adapter. These things can also be done manually.

Browser Settings: (This is done from your Desktop, not inside the AOL browser)

  1. Click on the "Start" button.
    (Only on Win2000, or on WinXP when Start button menu is in Classic mode) Select "Settings"
  2. Select "Control Panel".
  3. On the Control Panel window/submenu, select "Internet Options".
    Enabling JavaScript:
    1. On the Internet Properties window, select the "Advanced" tab.
    2. In the Security section, make sure the checkbox for "Do not save encrypted pages to disk" is blank (OFF).
    3. To enable Java: under Java (or Microsoft) VM, make sure checkbox for "JIT compiler for virtual machine enabled (requires restart)" is checked (ON).
    4. On the Internet Properties window, select the "Privacy" tab.
    5. Under the Privacy tab, click the "Advanced..." button.
    6. On the Advanced Privacy Settings window, make sure that the radio buttons for "First-party Cookies" and "Third-party Cookies" are both set to "Accept" and the checkbox for "Always allow session cookies" is checked (ON).
    7. Click the "OK" button to close the Advanced Privacy Settings window.

    Deleting the Cookies:

    1. On the "Internet Properties" window, select the "General" tab.
    2. Under the General tab, click the "Delete Cookies" button.
    3. On the Delete Cookies window, click the "OK" button.

    Deleting the Cache: (a.k.a. Temporary Internet Files)

    1. On the "Internet Properties" window, select the "General" tab.
    2. Under the General tab, click the "Delete Files" button.
    3. On the Delete Files window, click the "OK" button.

  4. On the "Internet Properties" window, click the "Apply" button.
  5. Click the "OK" button to close the "Internet Properties" window.

Block pop-up windows:
Because AIB uses popup windows (e.g. Printer Friendly window, etc.), we recommend that "Pop-up windows" be allowed. Alternatively, Users who like to block pop-up windows could have this feature on, PROVIDED that they add their FI's domain to the list of allowed sites.

  1. Sign on to AOL, and then select the "Safety" menu.
  2. From the Safety menu, select "Web Pop-Up".
  3. In the Pop-Up Control Settings window, select the "Web Pop-Ups" tab.
  4. Set the radio button for "Pop-up Controls" to select either "Allow all pop-ups" or "Allow web pop-ups from these sites".
  5. If you selected the latter in the previous Step, make sure that your FI's domain is in the list of allowed sites.
  6. Click the "Save" button.

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Netscape 7.2 Settings

Browser Settings
  1. From the EDIT menu, select PREFERENCES.
  2. From the left side of the PREFERENCES window, select ADVANCED.
  3. Make sure the checkboxes for ENABLE JAVA and ENABLE NATIVE OBJECT SCRIPTING are selected.
  4. From the left side of the PREFERENCES window, select PRIVACY & SECURITY and toggle open its submenu.
  5. Under PRIVACY & SECURITY, select COOKIES.
  6. Make sure the COOKIE ACCEPTANCE POLICY radio button is set to ALLOW ALL COOKIES.
  7. Make sure the COOKIE LIFETIME POLICY radio button is set to ACCEPT COOKIES NORMALLY.
  8. Click the OK button to close the PREFERENCES window.

Deleting Cache
  1. From the EDIT menu, select PREFERENCES.
  2. From the left side of the PREFERENCES window, select ADVANCED and display its submenu.
  3. Under ADVANCED, select CACHE.
  4. In the right side of the FREFERENCES window, click the CLEAR CACHE button.
  5. Click the OK button to close the PREFERENCES window.

Deleting Cookies
  1. From the EDIT menu, select PREFERENCES.
  2. From the left side of the PREFERENCES window, select PRIVACY & SECURITY and toggle open its submenu.
  3. Under PRIVACY & SECURITY, select COOKIES.
  4. In the right side of the PREFERENCES window, click the COOKIE MANAGER button.
  5. In the COOKIE MANAGER, select the STORED COOKIES tab.
  6. At the bottom of the STORED COOKIES tab, click the REMOVE ALL COOKIES button.
  7. Click on the OK button to close the "Are you sure... ?" popup window.
  8. Click the CLOSE button to close the COOKIE MANAGER window.
  9. Click the OK button to close the PREFERENCES window.



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Mozilla Firefox v1.0 Settings

Browser Settings:
  1. From the menu bar, click on "Tools".
  2. From the Tools menu, select "Options...".
  3. In the Options window, select the "Privacy" icon/tab.
  4. Select the "Cookies" section.
    1. Check (ON) the checkbox for "Allow sites to set cookies".
    2. Uncheck (OFF) the checkbox "for the originating web site only".
    3. From the Keep Cookies dropdown list, select "until they expire".
  5. In the Options window, select the "Web Features" icon/tab.
    1. Uncheck (OFF) the checkbox for "Block Popup Windows". * Or if you choose to have it checked (ON), be sure to add your FI's domain to the list of Allowed Sites.
    2. Check (ON) the checkbox for "Allow web sites to install software".
    3. Check (ON) the checkbox for "Load Images".
    4. Uncheck (OFF) the checkbox "for the originating web site only".
    5. Check (ON) the checkbox for "Enable Java".
    6. Check (ON) the checkbox for "Enable JavaScript".
  6. In the Options window, select the "Advanced" icon/tab.
  7. Select the "Security" section.
    1. Check (ON) the checkbox for "Use SSL 2.0".
    2. Check (ON) the checkbox for "Use SSL 3.0".
  8. Click on OK button to close the Options window.

Deleting the Cache: (a.k.a. Temporary Internet Files)

  1. From the menu bar, click on "Tools".
  2. From the Tools menu, select "Options...".
  3. In the Options window, select the "Privacy" icon/tab.
  4. In the "Cache" section, click the "Clear" button.
  5. Click on OK button to close the Options window.

Deleting Cookies Only:

  1. From the menu bar, click on "Tools".
  2. From the Tools menu, select "Options...".
  3. In the Options window, select the "Privacy" icon/tab.
  4. Select the "Cookies" section.
  5. The User can choose whether to "Clear" all of the cookies OR to "View Cookies" in order to select and "Remove" some of them.
  6. Click on OK button to close the Options window.



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Safari 1.2 Settings

Preferences:
  1. From the menu bar, click/select the Safari menu.
  2. From the Safari menu, select "Preferences...".
  3. In the Preferences window, click the "Security" icon/tab.
  4. In the "Web Content" section,
    1. Click (ON) the checkbox for: "Enable plug-ins".
    2. Click (ON) the checkbox for "Enable Java".
    3. Click (ON) the checkbox for "Enable JavaScript".
    4. Unclick (OFF) the checkbox for Block popup windows. *
  5. In the "Accept Cookies" section, select the "Always" radio button.
  6. Click ON the checkbox for "Ask before sending a non-secure form to a secure website.
  7. In the Preferences window, click the "AutoFill" icon/tab.
  8. Unclick (OFF) the checkbox for "User names and passwords".
  9. Close the Preferences window.

Deleting the Cache: (a.k.a. Temporary Internet Files)

  1. From the menu bar, click/select the Safari menu.
  2. From the Safari menu, select "Empty Cache...".
  3. In the window, click the "Empty" button.

Deleting Cookies Only:

  1. From the menu bar, click/select the Safari menu.
  2. From the Safari menu, select "Preferences...".
  3. In the Preferences window, click the "Security" icon/tab.
  4. In the "Accept Cookies" section, click on the "Show Cookies" button.
  5. On the list displaying the cookies, the User can choose whether to "Remove All" of the cookies OR to select and "Remove" some of them.
  6. Click the "Done" button.
  7. Close the Preferences window.

Block pop-up windows:
* It is recommended that "Block pop-up windows" be turned OFF because Internet Banking utilizes pop-up windows (e.g. Printer Friendly window, etc.).
NOTE: Block pop-up windows can also be turned on/off from the Safari menu.


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UNABLE TO LOG-ON TO

INTERNET BANKING

If you can view the other areas of our Web site, but are unable to access Internet Banking, it may indicate a problem accessing all secured Web sites. Both your browser and Internet service provider must support secured sites. This Web site is designed for Netscape® 7.2 or Microsoft® Internet Explorer 6.0 or Mozilla Firefox 1.0 or Safari 1.2 for Macintosh. Using other browsers may cause the Web pages to appear misaligned and prevent access to Internet Banking.

IMPORTANT: It is highly recommended that the newer browsers be used to access Internet Banking.

If you are using one of the browsers mentioned above and are still experiencing a problem, the problem may lie with the Internet service provider. This is particularly common with employer-based access to the Internet. Your employer may have firewalls, proxy servers, or other equipment that may prevent access to secured sites. Contact your company's Data Processing Department regarding the problem or try to access Internet Banking from another location.

IMPORTANT: When reporting problems to your financial institution, have as much information ready as possible (e.g., browser version, etc.).

Receiving the following message after logging in successfully will stop all further processing and/or access to any portion of Internet Banking during this session: "Internet Account Access Session Error." Return to the log-in screen to start a new session. This error indicates that you did not accept one or more cookies. In order to enter the secured encrypted site you must accept the cookies. Since there are several within Internet Account Access, it is suggested that you disable the cookie alert within your browser while viewing account information.

IMPORTANT: If you are prompted with a dialog box that asks you to re-enter your password, (after initially entering your User ID and Internet Banking password), your browser may not support JavaScriptTM, or JavaScriptTM may not be enabled. An upgrade to Netscape® 7.2 or Microsoft® Internet Explorer 6.0 may be necessary.

Go to Microsoft's Web site to download Internet Explorer or to Netscape's Web site to download Communicator. If you already have one of these browsers, the "Enable JavaScript" function may be disabled.

To enable JavaScriptTM in Netscape® Communicator 7.2:

  1. From the EDIT menu, select PREFERENCES.
  2. In the Preferences window, select ADVANCED.
  3. Verify that "Enable JavaScript" and "Enable native object scripting" are checked.
  4. Click the OK button to close the Preferences window.

To enable JavaScriptTM in Microsoft® Internet Explorer 6.0:

  1. Click on TOOLS.
  2. Select INTERNET OPTIONS.
  3. Click on the SECURITY tab.
    1. Set the Security Level for the Internet Zone to MEDIUM.
    2. Click on the button marked "Custom Level"
    3. Under Java Permissions make sure the radio button is set to Medium Safety.
    4. Under Scripting of Java Applets make sure the radio button is set to ENABLE.
  4. Click on the PRIVACY tab.
    1. Set the Privacy Setting to MEDIUM.
  5. Click OK and go to the ADVANCED tab.
  6. Under The Microsoft VM section, check the box next to "JIT compiler for virtual machine enabled (requires restart)"
  7. Click on OK until exited completely from options.

To enable JavaScriptTM in America Online:

  1. Click on the "Start" button.
  2. Select "Settings" (Only on Win2000, or on WinXP when Start button menu is in Classic mode)
  3. Select "Control Panel".
  4. On the Control Panel window/submenu, select "Internet Options".
  5. On the Internet Properties window, select the "Advanced" tab.
  6. In the Security section, make sure the checkbox for "Do not save encrypted pages to disk" is blank (OFF).
  7. To enable Java: under Java (or Microsoft) VM, make sure checkbox for "JIT compiler for virtual machine enabled (requires restart)" is checked (ON).
  8. On the Internet Properties window, select the "Privacy" tab.
  9. Under the Privacy tab, click the "Advanced..." button
  10. On the Advanced Privacy Settings window, make sure that the radio buttons for "First-party Cookies" and "Third-party Cookies" are both set to "Accept" and the checkbox for "Always allow session cookies" is checked (ON).
  11. Click the "OK" button to close the Advanced Privacy Settings window.

To enable JavaScriptTM in Safari 1.2:

  1. From the menu bar, click/select the Safari menu.
  2. From the Safari menu, select "Preferences...".
  3. In the Preferences window, Click the "Security" icon/tab.
  4. In the "Web Content" section,
    1. Click (ON) the checkbox for: "Enable plug-ins"
    2. Click (ON) the checkbox for "Enable Java".
    3. Click (ON) the checkbox for "Enable JavaScript".
  5. Close the Preferences window.

To enable JavaScriptTM in Mozilla Firefox 1.0:

  1. From the menu bar, click on "Tools".
  2. From the Tools menu, select "Options...".
  3. In the Options window, select the "Web Features" icon/tab.
    1. Check (ON) the checkbox for "Enable Java".
    2. Check (ON) the checkbox for "Enable JavaScript".
  4. Click on OK button to close the Options window.



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Log-on Security Information
Internet Explorer Content Advisor

End Users that have Content Advisor enabled in Internet Explorer will require some changes that need to be made in order to use Internet Banking.

  1. Click on Tools.
  2. Select "Internet Options"
  3. Select the "Content" tab
  4. Select "Settings" and input the Content Supervisor password. (The password was created when Enabling the Content Advisor, if you have forgotten this password contact Microsoft)
  5. Select "Approved Sites"
  6. Copy and paste the entire Login page URL, For example: www.myfi.com/onlinserv/HB
  7. Select "Always" and then click "Apply"
  8. Click "OK" to close the Window.
  9. When logging into Internet Banking, you may see the following message box:

  10. Select "Yes" to continue.

Additional Third Party Software (TPV)

Due to increased security, certain third party toolbars/software may prevent end user access into Internet Banking. This can also include some types of pop-up blockers. In order to log in to Internet Banking, this software may need to be disabled or uninstalled. Please refer to the third party vendor instructions for information on how to perform these steps.

Spyware/Adware

Due to increased security, certain spyware/adware may also prevent end user access into Internet Banking. In order to log in to Internet Banking, end users must remove this type of software from their computer.

Spyware is Internet jargon for advertising supported software (Adware). It is a way for shareware authors to make money from a product, other than by selling it to the users. Adware typically reports your Internet surfing habits back to a third party site for data collection purposes. In order to protect your financial privacy, it may be necessary to install a spyware/adware search tool to determine if your computer has any of this software installed. If you determine that adware or spyware has been installed on your computer, the software will need to be removed.


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DOWNLOADING FILES TO
FINANCIAL SOFTWARE

To search for help with Quicken, visit the Intuit web site at http://www.intuit.com/support/

To search for help with Microsoft Money, visit http://www.microsoft.com/money/default.htm.


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Importing to Money 2000

  1. Go to Account Access and click on Export.
  2. Choose the source account and the date range you wish to download.
  3. Choose Money OFC as the export format.
  4. A screen will pop up. You want to choose "Save it to disk"
  5. Choose the location to save and create a name for the downloaded file. Then click Save.

    NOTE: Remember where you save this file on your PC.

  6. To import the file, open Money 2000.
  7. Click on "File"
  8. Then Click on "Import"
  9. Now, you need to locate where you saved the downloaded file. To do this, click on the file. When you do this, the file should appear on the bottom where it says "File Name:"
  10. Then click on import. *

    * If you receive an error that states that the file format is invalid, follow these steps:

    1. Go to the Windows Start Menu (lower left hand corner of your desktop).
    2. Click on "Programs", then go to "Accessories", and then click on "Notepad". This will open up a blank document.
    3. Click on "File" and click on "Open".
    4. Now, locate the downloaded file. Make sure that the "File Type" selected is "All Files."
    5. Click on the file and then on "Open."
    6. The 7th Row of data will have the name and then a list of numbers next to it.
    7. Delete the last number in this row of numbers.
    8. Close the page and save it to the same name. It will ask you if you want to replace the existing file with the same name. Choose Yes. Continue with step 6.

If this does not remedy the problem, contact Customer Service.


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ERROR MESSAGES

Error Messages - To show your financial institution the exact error message that you are receiving, display the error message on your screen then press ALT+Print Screen on your computer's keyboard. This will transfer the image to your clipboard. Open your Word Processor and paste the selection. You can save this file and e-mail it to your financial institution for support.

When experiencing an error message, try the following steps before contacting your financial institution:

1. Close the browser.
2. Retry.
3. Delete the Cache, Reload, or Refresh.


After trying this and you still continue to receive the error message, contact your financial institution.



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