Internet Banking Troubleshooting/Requirements

Internet Banking Update - December 2008

Supported Platforms/Browsers

B&E Internet Banking is currently supported and has been tested using Windows XP, Windows Vista and MacOS 9 or above. Any other computing platforms whilst unsupported, operating systems such as Unix and Linux should be able to run B&E Internet Banking provided the minimum browser requirements and browser settings below are used as a guide.

B&E Internet Banking has been tested under the two main browser platforms in use today, Internet Explorer and Mozilla Firefox. No other browser platforms have been tested/are supported at this stage.

PC Users

Connection Expired

Description of Problem:
B&E Internet Banking uses cookies to control session time-limits. If a clients browser or third party security product is blocking cookies,
the client will receive the "Connection Expired page, as soon as they enter their username and password and click on the "sign-on" button.

Known Affected Systems:
This problem will affect any client system where cookies are being blocked by either their web browser or security software.

Solution:
The following solution is for clients using a windows based computer and accessing the internet with Internet Explorer.

To change the security settings in Internet Explorer do the following:

• Open Internet Explorer
• Open the tools menu from the menu bar at the top of Internet Explorer
• Click on the security tab, and at the bottom of the security settings page will be a slider, that may say its set to high, if it is move the slider down so it is set to medium.

If it's set to "custom" click on the custom level button, another screen will open up, at the bottom of that page will be an option to "reset to custom settings", select medium and click reset, a warning will popup, click on "yes" to change settings for this zone, click OK and now you should be back at the security section. Now click on the button "default level" and the slider will appear at medium, if not just slide it down to medium.

Now select the "privacy" tab, and set the slider to medium-high, click on OK and the screens should disappear and you will back in internet explorer ready to test to see if internet banking now works

JavaScript Error - Null is null or not an object

Description of Problem:
When clients attempt to launch B&E Internet Banking from the On-line => Internet Banking => Login button, they will receive the following error if the page has not fully loaded:

Known Affected Systems:
Issue has only been raised by clients using Microsoft Internet Explorer, however has the potential to affect any browser a client uses.

Solution:
Clients need to ensure the page is fully loaded before clicking on the pull-down menu options at the top of the page. They can do this in Internet Explorer by ensuring the progress bar along the bottom of the screen is finished. Another solution to this problem is to use the "Internet Banking" quick-link on the right hand side of the page, this link does not rely on the page being fully loaded for the link to work.

If the above doesnt work, try the following

Some pop-up blocker programs will generate this error with internet banking, If you are currently running Windows XP and have recently upgraded it with Service Pack 2 it now includes its own pop up blocker in Internet Explorer.

To view this open Internet Explorer > Click on Tools > scroll down to Pop-Up blocker > then select Pop-up blocker settings and add the following site to its list copy this in full including the astrix/star;

*.b-e.com.au

Then click on Add. You could also set the filter level to Medium.

The most common pop-blockers that we have found with clients to cause a problem are the MSN toolbar and Yahoo toolbar. If you have either of these running you can disable them and test internet banking again to see if these toolbars were the problem.

To do this, open Internet Explorer, then Right Click on some grey free space next to one of your other toolbars, then click on the offending toolbar (Msn or Yahoo) to disable them.

The following toolbars are 100% OK to leave ticked:

- Standard Buttons
- Address Bar
- Links
-Google ( you may also need to tell the Google toolbar to "always allow pop-ups from this site" a blocked pop-up message appears on screen)

Unable to Download statement files after upgrading to Windows XP Service Pack 2

Description of Problem:
When clients upgrade their computer systems to Microsoft Windows XP Service Pack 2 (Professional or Home), they are no longer able to download statement files from the B&E Internet Banking site due to the new security measures included in IE.
Known Affected Systems:

This problem only affects systems running Windows XP (Home or Pro) with Service Pack 2 applied

Solution:
•    Open Microsoft Internet Explorer
•    Go to the "tools" - "Internet Options..." menu at the top
•    Select the "Security Tab"
•    Highlight the "Trusted Sites" option at the top by clicking on it
•    Click the "Sites..." button to add a new site to the trusted sites list
•    Add the B&E Internet Banking Site to the list of trusted sites, ensure you type it exactly as follows: https://ibank.b-e.com.au
•    Select "OK" then "OK" again to be taken back to Internet Explorer.
Users may also need to disable pop-up blocking while on our internet banking site.

PC Users

Hardware:
PC capable of running latest internet browsers and connecting to the internet is required to access B&E Internet Banking.
Minimum recommended specifications are:
•    Pentium 150 or higher Processor.
•    64 MB RAM.
•    33.6k Modem access to the internet.
(please note these are recommendations only for ensuring reasonable speed of access, any PC capable of connecting to the internet and running the required software will be able to use B&E Internet Banking.)

Software:
The following browsers are supported and fully tested for the PC platform in the B&E Internet Banking environment:

•    Internet Explorer version 6 and above
•    Mozilla Firefox 3

If you do not have the required versions of this software, the login page will re-direct you to appropriate links where you may download the latest versions of the software for use.

Your browser version must also support 128bit encryption, whilst this was an option for older browsers, all new browsers include this by default, if you are experiencing difficulties with this issue, please download the latest version for your browser.

Internet Explorer Settings
In addition to the minimum version requirement of Internet Explorer 6 or above, please check your browser settings agree with the highlighted settings below. You can find these settings via your browser Tools Internet Options “Pull Down” menu on the Advanced TAB:

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Internet Explorer 8 Settings

This setting is independent from all other versions of Internet Explorer and by default is turned off which wont allow you to download transaction statement files.

• Firstly open "Tools" then "Internet Options"
• Click the "Security" Tab then click the "Custom Level" button.
• Now look at the screenshot below and make sure that the "File Download" radio button is enabled.

• Click "Ok" to apply the changes, and "Ok" again to close the "Internet Options" dialog box and apply all changes. You should now be able to download transaction statement files.

Mozilla Firefox Settings
In addition to the minimum version requirement of Mozilla Firefox 3 or above, please check your browser settings agree with the highlighted settings below. You can find these settings via your browser Tools Options menu on the Content TAB and the block popup windows exceptions button.

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Apple Macintosh Users

Hardware:
Macintosh computer capable of running latest internet browsers and connecting to the internet is required to access B&E Internet Banking.

Minimum recommended specifications are:
•    64 MB RAM.
•    33.6k Modem access to the internet.
(please note these are recommendations only for ensuring reasonable speed of access, any Macintosh computer capable of connecting to the internet and running the required software will be able to use B&E Internet Banking.)

Software:
The following browsers are supported and fully tested for the Macintosh platform in the B&E Internet Banking environment:
•    Internet Explorer for MAC versions 6 and above
•    Mozilla Firefox 3
The default installation settings for both Internet Explorer and Mozilla Firefox on the Macintosh platform support B&E Internet Banking. If you are experiencing problems with either product and have altered the default settings, in particular security or Java settings, change these back to the default settings and re-start your browser before trying to access the site again.