Technical support self-help:

Unable to login to CU Online
Error messages
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Minimum browser requirements for CU Online
Determining your browser version
Troubleshooting browser settings
     Microsoft Internet Explorer 6.0
     Microsoft^® Internet Explorer 7.0
     Mozilla Firefox 2 & 3
     Safari 1.0 & 3.0
     AOL^® Browser 8 &9
     Test for CU Online compatibility!

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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 Microsoft^® Internet Explorer 6.0 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 Microsoft^® Internet Explorer 6.0 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 Microsoft^® Internet Explorer 6.0 or greater may be necessary.

JavaScript^TM

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 Microsoft^® Internet Explorer 6.0 or greater may be necessary.

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Error Messages

Here are a list of the most common error codes and descriptions.

	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. 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.

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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Minimum browser requirements for CU Online

	Operating System Supported Browsers Microsoft Windows 2000 SP4, XP SP2, Vista Microsoft Internet Explorer 6.0 Microsoft Internet Explorer 7.0 Safari 2 Safari 3 FireFox 2 FireFox 3 AOL 8.0 AOL 9.0 Mac Operating System AOL OS X Safari 1.2 Safari 3.0 Web TV Not supported on any version

While CU Online is designed for Microsoft Internet Explorer 6.0 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:

• Click on Help.
• Click on About Microsoft Internet Explorer.
• If version not on list above, upgrade Microsoft IE browser.

In America Online's Web Browser:

• Click on Help.
• Click on About America Online.
• If version not on list above, upgrade America Online AOL browser.

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Troubleshooting browser settings

Internet Explorer

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

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.

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.

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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Firefox

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.
• 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.
5. 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.
6. In the Options window, select Advanced icon/tab.
7. Select the Security section.
• Check (ON) the checkbox for Use SSL 2.0.
• Check (ON) the checkbox for Use SSL 3.0.
8. Click on the OK button to close the Options window.

Deleting the Cache: (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 the OK button to close the Options window.

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Safari

Preferences:

1. From the menu bar, Click/select the Edit 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: (Temporary Internet Files)

1. From the menu bar, click/select the Edit 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 Edit 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.

*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 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.

1. Click on the "Start" button. (Only on Win2000, or on WinXP when Start button menu is in Classic mode)
2. Select "Settings".
3. Select "Control Panel".
4. 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.
   
   
5. On the "Internet Properties" window, click the "Apply" button.
6. 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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