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Online Banking Troubleshooting FAQs


If you do not find an answer to your question(s) below, please contact us. We’d be happy to help you.

Internet Problems

America Online Problems

 

 

Internet Problems

Q: The browser you are using does not meet Exchange Bank’s stringent security standards.

A: This problem may occur when attempting to access Online Banking with an outdated browser.

Generally Netscape Navigator and Internet Explorer versions higher than 4.0 will meet the Bank’s standard. In some cases your browser may have been installed with 40–bit encryption rather than 128–bit encryption. Exchange Bank’s stringent security standards require 128–bit encryption. Service pack updates from Netscape and Microsoft are available to upgrade your browser from 40 to 128–bit encryption.

Order the latest browser versions on a CD.

  • Microsoft Internet Explorer 6.0
    Cost: Free plus $5.00 for shipping and handling.

    • Windows XP Home Edition
    • Windows XP Professional
    • Microsoft Windows® 98
    • Windows 98 Second Edition
    • Windows Millennium Edition (Windows Me)
    • Microsoft Windows NT® Workstation 4.0
    • Windows 2000 Professional operating systems
  • Netscape 7.02
    Cost: Free plus $4.95 shipping and handling.

    • Windows 98
    • Windows 98SE
    • Windows ME
    • Windows NT 4.0
    • Windows 2000
    • Windows XP
    • Mac OS 8.6, 9.x (9.1 and later recommended)
    • Mac OS X (10.1.x recommended)
    • Mac OS 10.2

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Q: The Macintosh version of Microsoft Internet Explorer 5 hangs during login.

A: There is no error message and the cursor is a spinning ball. The status bar shows the attempt to login to “../cgi-bin/hb.exe but no connection is made.” This problem occurs due to the default Java settings in Microsoft Internet Explorer 5 for Macintosh. The solution is:

  • Change that setting by pulling down the “Edit” menu.
  • Select “Preferences…” in the left–hand navigation panel.
  • Highlight “Java” (you may need to click the disclosure triangle next to “Web Browser” to see that option).
  • Look in the “Security Options” area in the middle of the Java preferences panel.
  • Change the “Byte–code verification” setting from “Check Remote Code” (or “Check All Code”) to “Don’t Check Code.”

This should enable the browser to login. If you continue to have problems, access the internet using an alternative browser such as Netscape®.

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Q: Problems with downloading a new browser.

A: If your Internet connection is slower than 28.8, or if you are using a browser version older than Netscape Navigator 3.04, you may experience difficulty downloading and installing the latest browser versions. It is strongly recommended that you order a new browser version on a CD through Microsoft’s or Firefox’s web site.

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Q: Unable to download a new browser due to security or language settings.

A: If you receive the error message “The downloaded file is not available. This could be due to your Security or Language settings or because the server was unable to retrieve the requested file.” This indicates you need to modify a setting in Microsoft Internet Explorer in order to download your account history information.

To correct the setting, follow these steps:

For Microsoft Internet Explorer 4.0

  • Select “View”.
  • Select “Internet Options”.
  • In the “Internet Options” window, click on the “Advanced” tab.
  • Scroll down to the “Security” section.
  • Make sure there is no check mark in the box for “Do not save encrypted pages to disk.”
  • Click “Apply,” then click “OK”.

For Microsoft Internet Explorer 5.0 or higher

  • Select “Tools”.
  • Select “Internet Options”.
  • In the “Internet Options” window, click on the “Advanced” tab.
  • Scroll down to the “Security” section.
  • Make sure there is no check mark in the box for “Do not save encrypted pages to disk.”
  • Click “Apply”, then click “OK”.

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Q: Balances, links and other information does not display.

A: If any text or information is missing from Exchange Bank’s Web site, here are some tips for making sure your browser is configured to access Exchange Bank Online through the Internet:

For Netscape Communicator 4.6 and above or Netscape Navigator 4.x and above:

  • Click on “Edit”
  • Drag down to “Preferences”
  • Look for category “Appearance”.
    If the selections “Fonts and Colors” are not displayed under “Appearance”, click on the box next to “Appearance” to display them.
  • Click on the option “Colors”. In the box called “Colors”, the text color display box should be black and the background color should be gray or white.
  • In the box called “Links”, the unvisited links color display box should be bright blue, and the visited links color should be dark purple.
  • If the box next to option “Always use my colors, overriding document” is checked, uncheck it so it is not selected.
  • Make sure “Use document specified fonts”, including “dynamic fonts” is checked.
  • Click on “OK”.
  • Click “Reload” from the main Netscape menu to make sure changes take effect.

For Internet Explorer 4.0:

  • Select “View”.
  • Select “Internet Options”.
  • Click on the “General”tab.
  • Click on the button called “Colors.
  • Make sure “Use windows colors” is checked.
  • The “visited links” color display box should be dark purple and the “unvisited” links color should be bright blue.
  • Go back to the “General” tab and click on the button called “Fonts”.
  • The character set selected or highlighted should be “Western”.
  • Click on “OK”.
  • Click on “Refresh”.

For Internet Explorer 5.0 or higher:

  • Select “Tools”.
  • Select “Internet Options”.
  • Click on the “General” tab.
  • Click on the button called “Colors”
  • Make sure “Use windows colors” is checked.
  • The “visited links” color display box should be dark purple and the “unvisited” links color should be bright blue.
  • Go back to the “General” tab and click on the button called “Fonts”.
  • The character set selected or highlighted should be “Latin–based”.
  • Click on “OK”.
  • Click on “Refresh”.

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Q: Page cannot be displayed

A: The error message “Page cannot be displayed,” can be caused by settings on your personal computer.

  • Click “Start”, point to “Settings”, click “Control Panel”, and then double–click “Internet”.
  • Click the “Advanced” tab. Under “Security”, make sure all of the following are check marked:
    • PCT 1.0
    • SSL 2.0
    • SSL 3.0
  • Click “OK”
  • Shut down and restart your personal computer before accessing Exchange Bank Online again.

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Q: Certificate for this server has expired

A: If you receive the error, “The certificate for this server has expired,” when you attempt to access Exchange Bank Online Banking, the clock setting on your personal computer may need to be corrected.

Follow these instructions to navigate to system date and time settings.

For Windows XP:

  • Click on “Start”.
  • Click on “Control Panel”.
  • Click on “Date/Time/Language”, and “Regional Options” icon.
  • Click on “Change the date and time”.
  • Click “OK”.

For Windows 2000/98/95:

  • Click on “Start”.
  • Choose “Settings”.
  • Click on “Control Panel”.
  • Double click on “Date/Time” icon.
  • Correct date and time.
  • Click “OK”.

For Windows 3.x:

  • Locate the “Control Panel” icon. The “Control Panel” icon will be located in either “Accessories” or “Main”. Both “Accessories” and “Main” are located in “Program Manager”.
  • Double click the “Control Panel” icon.
  • Double click “Date/Time” icon.
  • Correct date and time.

For Macintosh:

  • Click on the Apple icon. A drop–down menu will appear.
  • Select “Control Panels”.
  • Select “Date & Time”.
  • Correct date and time.

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America Online Problems

Q: The browser you are using DOES NOT meet Exchange Bank’s stringent security standards.

A: This problem may occur when attempting to access Online Banking through America Online with an old browser. Most likely, your version of AOL is not approved for use with Online Banking. Try one of the solutions below:

To correct the problem, please download the latest version of AOL. Exchange Bank recommends that you upgrade to AOL version 4.0 if you have not already done so.

  • Windows 3.1 users: enter keyword “UPDATE”.
  • Windows ’95 users: enter keyword “UPGRADE”.

Important Update Information Regarding AOL 5.0

If you have Windows 95/98, upgrade to AOL 5.0.

  • If you download the latest version of AOL 5.0, you will be presented with the following question during the install: “Do you want to use AOL exclusively [YES or NO].”
    • Select “NO” as the response to this question.
    • If you select “YES” as the answer to this question, you will not be able to browse any web sites external to AOL once installed, including Exchange Bank’s EB Online.
    • The only solution to this problem one “YES” has been selected is to uninstall AOL 5.0 and then reinstall the software.

To use AOL you need to have 128–bit encryption. The keyword for AOL is “128 BROWSER”. After successfully installing your new software, please try accessing Exchange Bank Online again. You can download both of these browser programs for free from the internet by clicking on the following buttons.

If you continue to have problems with AOL, start as you normally would, then minimize AOL, and open Netscape or Microsoft Internet Explorer when browsing the internet.

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Q: Attempt to load “sHTTP://… failed”

A: Most commonly this error message occurs when any of the following conditions apply:

  • Using a version of AOL earlier than version 3.0.
  • Using a Windows 3.1 version of AOL on a Windows ‘95 PC.
  • Using a non–domestic browser with insufficient encryption.
  • Using a Windows ‘95 version of AOL downloaded prior to 01/03/97.

To correct these problems:

If you are using a version of AOL earlier than version 3.0:

  • Go to keyword “UPGRADE” and follow the instructions for upgrading your AOL software.
  • After successfully upgrading AOL, please try accessing Exchange Bank Online again.

If you are using a Windows 3.1 version of AOL with a Windows ‘95 operating system:

  • Click on “Help”, then choose About AOL.
  • If you see “For Windows” rather than “For Windows ‘95”, you must upgrade your version of AOL to the Windows ‘95 version. Do this by selecting keyword “GET95”.
  • After successfully upgrading AOL, please access Exchange Bank Online again.

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Q: Internet Explorer cannot open site.

A: There are many possible causes for this error message.

Here are the most common causes:

  • The America Online screen name you are using has “Parental Controls” that restrict access.
  • Exchange Bank Online, America Online, or its providers are experiencing a temporary slowdown.
  • The cache, or temporary files, used by your browser needs to be cleared.
  • If the error message you receive is “A connection with the server could not be established.”
    • Verify that the “Parental Controls” for your America Online screen name is set at 18+. You will not be able to access secure sites such as Exchange Bank’s Online Banking sign on page through America Online if “Parental Controls” restrict access.
    • Enter keyword “Parental Controls” in America Online to learn more about this topic.
  • If this does not resolve the problem — Quit America Online and completely shutdown and reboot your computer before trying to access again.

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Q: Exceptionally slow response.

A: This problem is evident when a page takes a long time to load, or your connection times out. This problem can affect any customer.

Possible causes for this problem are:

  • System problems with AOL and/or Exchange Bank: If the problem is related to system problems with either AOL or Exchange Bank, please try your request again later.
  • If the error is due to an outdated version of AOL, try upgrading your browser or software.
    • Exchange Bank recommends that you upgrade to AOL 4.0 if you have not already done so.
    • If you have Windows 95/98, you may upgrade to AOL 5.0.
    • If you download the latest version of AOL 5.0, you will be presented with the following question during the install: “Do you want to use AOL exclusively [YES or NO].”
  • If upgrading the browser does not work, please download the latest version of AOL:
    • Windows 3.1 users, go to keyword UPDATE.
    • Windows ‘95 users, go to keyword GET95.
    • After successfully upgrading your browser or your software, please try accessing Exchange Bank Online again.
  • If you have Windows 95/98, upgrade to AOL 5.0. If you download the latest version of AOL 5.0, you will be presented with the following question during the install:
    • “Do you want to use AOL exclusively [YES or NO].”
    • Select “NO” as the response to this question.
    • If you select “YES” as the answer to this question, you will not be able to browse any web sites external to AOL once installed, including Exchange Bank’s EB Online.
  • The only solution to this problem one “YES” has been selected is to uninstall AOL 5.0 and then reinstall the software.
  • To use AOL you need to have 128–bit encryption. The keyword for AOL is “128 BROWSER”.
  • If you continue to have problems with AOL, start as you normally would, then minimize AOL, and open Netscape or Microsoft Internet Explorer when browsing the internet.

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