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CU Online Technical
Support: |
(602) 683-1088 |
Technical support is available
on Monday thru Friday from 9.00 a.m. to
7:00 p.m. and on Saturday from 9:00 a.m.
to 1:00 p.m.
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Technical support self-help:
Unable to login to CU Online
Error messages
Click here to test your system for CU Online compatibility!
Minimum
browser requirements for CU Online
Determining
your browser version
Troubleshooting browser settings
Microsoft® Internet Explorer 5.5
Microsoft Internet Explorer 6.0
Mozilla Firefox
Safari
America Online® browser
Netscape® Navigator
Test for CU Online compatibility!
Downloading Files to Financial Software
Maintenance
Schedule

Unable
to login to CU Online
Password
Your CU Online
password must be between 6-12 characters, and include at least one letter and one number. Your password is also case-sensitive.
The password is valid for 120 days;
you will be prompted to change the
password ten days before it expires.
If you have forgotten
your password or if you are receiving
a 1210 error message (see other error
messages) after several login
attempts, you will need to reset
your password.
Security
If you can
view the other areas of our web site,
but are unable to access CU Online,
it may indicate a problem accessing
all secured web sites. Both your browser
and Internet service provider must
support secured sites. Use the troubleshoot
your browser settings section
to verify your security settings.
An upgrade
to Netscape®
4.7 or greater or Microsoft®
Internet Explorer 5.5 or greater
may be necessary.
Firewalls/Proxy
servers
If you are
using one of the recommended
browsers and are still experiencing
a problem, the problem may lie with
your own Internet service provider
(ISP). 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 or Information
Technology regarding the problem or
try to access CU Online from another
location.
If you are
running a personal firewall at home,
you may want to temporarily disable
it to see if it is not allowing access
to CU Online.
AutoComplete
(Password save feature)
Many browsers
offer the ability to store usernames
and passwords. While this is not recommended
by Arizona Federal, you may allow
your browser to save your CU Online
account number and password. This
is not recommened in public facilities
such as cyber cafes, work situations,
libraries or homes where multiple
people may reside and use the same
computer.
After the
required password change every 120
days, you will need to manually remove
the stored password and reenter the
newly established one, saving the
new password over the previous. If
you do not remember the current password
required for the password change,
you will need to contact
technical support for a manual
password reset.
Cookies
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
CU Online, it is suggested that you
disable the cookie alert within your
browser while viewing account information.
Use the troubleshoot
your browser settings section
to verify your cookie settings. An
upgrade
to Netscape®
4.7 or greater or Microsoft®
Internet Explorer 5.5 or greater
may be necessary.
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
CU Online, it is suggested that you
disable the cookie alert within your
browser while viewing account information.
Use the troubleshoot
your browser settings section
to verify your cookie settings. An
upgrade
to Netscape®
4.7 or greater or Microsoft®
Internet Explorer 5.5 or greater
may be necessary.
JavaScriptTM
If you are
prompted with a dialog box that asks
you to re-enter your password, (after
initially entering your account number
and CU Online password), your browser
may not support JavaScript,
or JavaScript may not be enabled.
Use the troubleshoot
your browser settings section
to verify your JavaScript settings.
An upgrade
to Netscape®
4.7 or greater or Microsoft®
Internet Explorer 5.5 or greater
may be necessary.
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Error
Messages
Here are
a list of the most common error codes
and descriptions.
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| Error
Number |
Description |
What
to do |
 |
| FI Comm. Error |
CU Online is temporarily
unavailable |
Please try again in
a few minutes or contact
technical
support. |
 |
| Session Timeout |
Your sign in session
has expired |
Log back into your account. |
 |
| 101 |
Browser is not accepting
cookies |
Check
your browser settings
to ensure accepting
cookies is enabled. |
 |
| 1008 |
Account is locked out |
Reset
password yourself or have technical
support reset it for
you to regain access. |
 |
| 1040 |
Invalid login attempt |
Verify password you
are using, check caps
lock key is off and/or
if auto-complete is on
then attempt to log back
in (3 to 5 chances total
to login correctly before
lockout error number 1210). |
 |
| 1209 |
This account is on hold
for CU Online access |
Contact
technical support to have the hold removed. |
 |
| 1210 |
Account is locked out |
Reset
password yourself or have technical
support reset it for
you to regain access. |
 |
| 1512 |
Due to increased security, your computer settings will not allow you to login |
Disable the Content Advisor feature, which can be found in the Tools – Internet Options window, on the Content tab. If unsuccessful, complete steps shown for 1516/1518 error numbers. |
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| 1516/1518 |
This login session is not allowed |
Close all open Internet browser windows. Open one new browser session, refresh the browser, and attempt to login again. If unsuccessful, repeat above, but also delete cookies and temporary files within your browser. |
 |
| 1924 |
ID is not recognized |
An Alternate Login ID has likely been established to be used in place of the account number. Try using the Alternate ID if known. If not, contact technical
support for assistance. |
 |
| 3352 |
Information entered (answers to challenge questions) does not match |
Contact technical
support for assistance. |
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What
to do when receiving an error:
When experiencing an error message,
try the following steps before contacting
technical support:
1. Close the browser.
2. Log back into CU Online
3. Delete the cache/temporary internet
files, reload, or refresh.
After trying this and you still continue
to receive the error message, contact
technical
support. When reporting problems
to technical support, have as much
information ready as possible (e.g.,
browser version, operating system,
etc.).
Save
screenshot:
To show technical
support 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 technical support if requested
by them.
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to top ››

Minimum
browser requirements for CU Online
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| Operating System |
Supported Browsers |
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| Microsoft Windows 98,
NT 4.0, ME, 2000, XP |
Microsoft Internet Explorer 5.5
Microsoft Internet Explorer 6.0
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Netscape
Navigator 7.0
Netscape Navigator 5.0
Netscape Navigator 4.7 |
| FireFox
1.0 |
America
Online 9.0
America Online 8.0
America Online 7.0
America Online 6.0 |
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| Mac Operating System |
Safari 1.2
FireFox 1.0
Microsoft Internet Explorer 5.0
Netscape Navigator 4.7
America Online 5.0 |
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| Web TV |
Not supported on any version |
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While
CU Online is designed for Netscape
4.7 or greater or Microsoft Internet
Explorer 5.5 or greater
using other browsers may still work.
However these browsers may
cause the web pages to appear misaligned
and prevent access to some parts of
CU Online.
IMPORTANT:
It is highly recommended that the
newer browsers be used to access Internet
Banking. Determine
your browser version below to
see if you need to upgrade.
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Determining
your browser version
In Microsoft
Internet Explorer:
In Safari:
- Click on Safari in the menu.
- Click on About Safari.
In Netscape Navigator:
In America
Online's Web Browser:
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Troubleshooting
browser settings
Internet
Explorer 5.5
Browser
Settings:
- Click
on Tools.
- Select
Internet Options.
- Click
on the tab marked "ADVANCE".
- To enable
Java under Java VM make sure Java
JIT compiler enabled checkbox is
selected.
- Under
Security make sure the checkbox
for "Do not save encrypted pages
to disk" is blank.
- Click
on the tab marked "SECURITY".
- Click
on the button marked "CUSTOM LEVEL".
- Under
Java make sure the radio button
is set to Medium Safety.
- Under
Scripting of Java applets make sure
the radio button is set to Enable.
- Under
Cookies: Allow per-session cookies
(not stored) make sure the radio
button is set to Enable.
- Under
Cookies: Allow cookies that are
store on your computer make sure
the radio button is set to Enable.
- Click
on OK until exited completely from
options.
Deleting Temporary Internet Files:
- Click
on TOOLS.
- Select
Internet OPTIONS.
- Under
the heading Temporary Internet Files
click on the button DELETE FILES.
- Click
on OK until exited completely from
options.
Deleting Cookies:
- Double-click
on the C: drive.
- Double-click
on the WINDOWS folder.
- Double-click
on the COOKIES folder.
- Click
on EDIT.
- Click
on SELECT ALL.
- Click
on DELETE.
Enable
JavaScript™:
- From the
Tools menu, click on Internet Options.
- Click
on the "ADVANCED" tab.
- To enable
Java, verify that the Enable Java
and Enable JavaScript boxes are
selected.
- Click
on the tab marked "SECURITY".
- Click
on the button marked "CUSTOM LEVEL".
- Under
Java make sure the radio button
is set to Medium Safety.
- Under
Scripting of Java applets make sure
the radio button is set to Enable.
- Under
Cookies: Allow per-session cookies
(not stored) make sure the radio
button is set to Enable.
- Under
Cookies: Allow cookies that are
stored on your computer make sure
the radio button is set to Enable.
- Click
on OK until exited completely from
options.
Back
to top ››
Internet
Explorer 6.0
Cookies:
- Click
on TOOLS.
- Select
INTERNET OPTIONS.
- Click
the PRIVACY tab.
- Click
on the ADVANCED tab.
- Put
a check mark next to "Override
Automatic Cookie Handling".
- Select
ACCEPT for "First-Party Cookies"
and "Third Party Cookies".
- Put
a check mark next to "Always
Allow Session Cookies
Security:
- Click
on TOOLS.
- Select
INTERNET OPTIONS
- Click
on the SECURITY tab.
- Set
the Security Level for the Internet
Zone to MEDIUM.
- Click
on the PRIVACY tab.
- Set
the Privacy Setting to MEDIUM.
- Click
OK and then click on the button
marked "Custom Level"
- Under
Java Permissions make sure the
radio button is set to Medium
Safety.
- Under
Scripting of Java Applets make
sure the radio button is set
to ENABLE.
- Under
Cookies: Allow per-session cookies
(not stored) make sure the radio
button is set to Enable.
- Under
Cookies: Allow cookies that
are store on your computer make
sure the radio button is set
to Enable.
- Click
OK and go to the ADVANCED tab.
- Under
The Microsoft VM section, check
the box next to "JIT compiler
for virtual machine enabled
(requires restart)"
- Under
Security make sure the checkbox
for "Do not save encrypted pages
to disk" is blank.
- Under
the Security Section, check
"Use SSL 2.0 and SSL 3.0".
- Click
on OK until exited completely from
options.
Deleting Temporary Internet Files:
- Click
on TOOLS.
- Select
Internet OPTIONS.
- Under
the heading Temporary Internet Files
click on the button DELETE FILES.
- Click
on OK until exited completely from
options.
Deleting Cookies Only:
- Click
on TOOLS.
- Select
Internet OPTIONS.
- Under
the heading Temporary Internet Files
click on the button DELETE COOKIES.
- Click
on OK until exited completely from
options.
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Firefox
Browser Settings :
- From the menu bar, click on Tools.
- From the Tools menu, select Options.
- In the Options window, select the Privacy icon/tab.
- Select the Cookies section.
- Check (ON) the checkbox for Allow sites to set cookies.
- Uncheck (Off) the checkbox for the originating web site only.
- From the Keep Cookies dropdown list, select until they expire.
- In the Options window, select the Web Features icon/tab.
- Uncheck (OFF) the checkbox for Block Popup Windows* Or if you choose to have it checked (ON), be sure to add Arizona Federals domain to the list of Allowed sites.
- Check (ON) the checkbox for Allow websites to install software.
- Check (ON) the checkbox for Load Images.
- Uncheck (OFF) the checkbox for the originating web site only.
- Check (ON) the checkbox for Enable Java.
- Check (ON) the checkbox for Enable JavaScript.
- In the Options window, select Advanced icon/tab.
- Select the Security section.
- Check (ON) the checkbox for Use SSL 2.0
- Check (ON) the checkbox for Use SSL 3.0
- Click on the OK button to close the Options window.
Deleting the Cache: (Temporary Internet Files)
- From the menu bar, click on Tools.
- From the Tools menu, select Options.
- In the Options window, select the Privacy icon/tab.
- In the cache section, click the Clear button.
- Click on OK button to close the Options window.
Deleting Cookies Only:
- From the menu bar, click on Tools.
- From the Tools menu, select Options.
- In the Options window, select the Privacy icon/tab.
- Select the Cookies section.
- The User can choose whether to Clear all of the cookies OR to View Cookies in order to select and Remove some of them.
- Click on the OK button to close the Options window.
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Safari
Preferences:
- From the menu bar, Click/select the Safari menu.
- From the Safari menu, select Preferences
- In the Preferences window, click the Security icon/tab.
- In the Web Content section,
- Click (ON) the checkbox for: Enable plug-ins
- Click (ON) the checkbox for: Enable Java
- Click (ON) the checkbox for: Enable JavaScript
- Unclick (OFF) the checkbox for Block popup windows*
- In the Accept Cookies section, select the Always radio button.
- Click ON the checkbox for Ask before sending a non-secure form to a secure website.
- In the preferences window, click the Autofill icon/tab
- Unclick (OFF) the checkbox for User names and Passwords.
- Close the Preferences window.
Deleting the Cache: (Temporary Internet Files)
- From the menu bar, click/select the Safari menu.
- From the Safari menu, select Empty Cache
- In the window, click the Empty button.
Deleting Cookies Only:
- From the menu bar, click/select the Safari menu.
- From the Safari menu, select Preferences.
- In the Preferences window, click the Security icon/tab
- In the Accept Cookies section, click on the Show Cookies button.
- 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.
- Click the Done button
- Close the Preferences window.
*It is recommended that “Block pop-up windows” be turned OFF because Internet Banking pop-up windows (e.g. Printer Friendly window, etc).
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America
Online
Browser
Settings:
The AOL browser, including AOL 7.0,
does not require any special configuration
to work with Internet Banking. It
should be set with default (installed)
settings. Also, if your AOL Browser
does not support Internet Banking,
you can also connect to AOL, then
launch another browsers, such as Internet
Explorer 6.0 to access Internet Banking.
Clearing
the Cache:
- On the
Settings menu on the AOL toolbar,
click Preferences.
- In the
Organization section of the Preferences
window, click Internet Properties
(WWW).
- In the
Temporary Internet Files section,
click Delete Files.
- Click
OK.
Enabling JavaScript (This
is done from your Desktop, not inside
the browser):
- Click
on Start.
- Click
on Settings.
- Choose
Control Panel.
- Click
on the "INTERNET" icon.
- Click
on the tab marked "ADVANCED".
- Under
Security make sure the checkbox
for "Do not save encrypted pages
to disk" is blank.
- Under
Cookies make sure the radio button
is set to Always accept cookies.
- To enable
Java under Java VM make sure Java
JIT compiler enabled checkbox is
selected.
- Click
on OK until you're back out of the
options menu.
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Netscape
Browser
Settings:
- Click
on EDIT.
- Select
PREFERENCES.
- Double
click on ADVANCE.
- Make sure
the checkbox for ENABLE JAVA and
ENABLE JavaScript are selected.
- Make sure
the radio button box for ACCEPT
ALL COOKIES is selected.
- Click
on OK until exited completely from
preferences.
Deleting Cache:
- Click
on EDIT.
- Select
PREFERENCES.
- Double
click on ADVANCE.
- Click
on CACHE.
- Click
on the button marked CLEAR MEMORY
CACHE.
- Click
on OK.
- Click
on the button marked CLEAR DISK
CACHE.
- Click
on OK.
- Click
on OK until exited completely from
preferences.
Deleting Cookies:
- From your
Windows Start Menu, go to the FIND
option.
- Click
on FILES OR FOLDERS
- Type cookies.txt
in the Name field. Click on FIND
NOW.
- A file
named cookies.txt file in the Netscape
folder will appear.
- Delete
the file.
Enable JavaScriptTM:
- From the
Edit menu, select Preferences.
- Click
on Advanced
- Verify
that the "Enable JavaScript" checkbox
is selected.
Back
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Downloading
files to financial software
To search
for help with Quicken, visit the Quicken
Intuit website.
To search for help with Microsoft
Money, visit the Microsoft
Money website.
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