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 5.5
     Microsoft Internet Explorer 6.0
     Mozilla Firefox
     Safari
     America Online^® browser
     Netscape^® Navigator
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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 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.

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 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.

	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 98, NT 4.0, ME, 2000, XP Microsoft Internet Explorer 5.5 Microsoft Internet Explorer 6.0 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 Mac Operating System Safari 1.2 FireFox 1.0 Microsoft Internet Explorer 5.0 Netscape Navigator 4.7 America Online 5.0 Web TV Not supported on any version

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:

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

In Safari:

• Click on Safari in the menu.
• Click on About Safari.

In Netscape Navigator:

• Click on Help.
• Click on About Netscape Communicator.
• If version not on list above, upgrade Netscape NN 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 5.5

Browser Settings:

1. Click on Tools.
2. Select Internet Options.
3. Click on the tab marked "ADVANCE".
4. To enable Java under Java VM make sure Java JIT compiler enabled checkbox is selected.
5. Under Security make sure the checkbox for "Do not save encrypted pages to disk" is blank.
6. Click on the tab marked "SECURITY".
7. Click on the button marked "CUSTOM LEVEL".
8. Under Java make sure the radio button is set to Medium Safety.
9. Under Scripting of Java applets make sure the radio button is set to Enable.
10. Under Cookies: Allow per-session cookies (not stored) make sure the radio button is set to Enable.
11. Under Cookies: Allow cookies that are store on your computer make sure the radio button is set to Enable.
12. 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. Double-click on the C: drive.
2. Double-click on the WINDOWS folder.
3. Double-click on the COOKIES folder.
4. Click on EDIT.
5. Click on SELECT ALL.
6. Click on DELETE.

Enable JavaScript™:

1. From the Tools menu, click on Internet Options.
2. Click on the "ADVANCED" tab.
3. To enable Java, verify that the Enable Java and Enable JavaScript boxes are selected.
4. Click on the tab marked "SECURITY".
5. Click on the button marked "CUSTOM LEVEL".
6. Under Java make sure the radio button is set to Medium Safety.
7. Under Scripting of Java applets make sure the radio button is set to Enable.
8. Under Cookies: Allow per-session cookies (not stored) make sure the radio button is set to Enable.
9. Under Cookies: Allow cookies that are stored on your computer make sure the radio button is set to Enable.
10. Click on OK until exited completely from options.

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Internet Explorer 6.0

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 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: (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.

*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:

1. On the Settings menu on the AOL toolbar, click Preferences.
2. In the Organization section of the Preferences window, click Internet Properties (WWW).
3. In the Temporary Internet Files section, click Delete Files.
4. Click OK.

1. Click on Start.
2. Click on Settings.
3. Choose Control Panel.
4. Click on the "INTERNET" icon.
5. Click on the tab marked "ADVANCED".
6. Under Security make sure the checkbox for "Do not save encrypted pages to disk" is blank.
7. Under Cookies make sure the radio button is set to Always accept cookies.
8. To enable Java under Java VM make sure Java JIT compiler enabled checkbox is selected.
9. Click on OK until you're back out of the options menu.

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Netscape

Browser Settings:

1. Click on EDIT.
2. Select PREFERENCES.
3. Double click on ADVANCE.
4. Make sure the checkbox for ENABLE JAVA and ENABLE JavaScript are selected.
5. Make sure the radio button box for ACCEPT ALL COOKIES is selected.
6. Click on OK until exited completely from preferences.

1. Click on EDIT.
2. Select PREFERENCES.
3. Double click on ADVANCE.
4. Click on CACHE.
5. Click on the button marked CLEAR MEMORY CACHE.
6. Click on OK.
7. Click on the button marked CLEAR DISK CACHE.
8. Click on OK.
9. Click on OK until exited completely from preferences.

1. From your Windows Start Menu, go to the FIND option.
2. Click on FILES OR FOLDERS
3. Type cookies.txt in the Name field. Click on FIND NOW.
4. A file named cookies.txt file in the Netscape folder will appear.
5. Delete the file.

Enable JavaScript^TM:

1. From the Edit menu, select Preferences.
2. Click on Advanced
3. Verify that the "Enable JavaScript" checkbox is selected.

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