ONLINE BANKING Troubleshooting TipS

Steps to checks

• Am I using a supported browser?

Consumer online banking minimum browser requirements

• Microsoft Windows (98, ME, 2000, & XP)
• Microsoft IE: 6.0 or higher
• Netscape Navigator: 6.1 or higher
• Mozilla Firefox: 2.0 or higher
• Opera: 7.54 or higher
• Mac OS X
• Netscape Navigator: 7.0 and higher
• Mozilla Camino: 0.8.1 and higher
• Apple Safari: 1.0 and higher
• Mozilla Firefox: 2.0 and higher
• Opera: 7.54 and higher

eCorp online banking minimum browser requirements:

• Microsoft Windows (98, ME, 2000, XP)
• Microsoft IE: 6.0 and higher
• Mozilla Firefox: 2.0 and higher
• Mac OS X (OS 10.0.38 or greater)
• Firefox: 2.0 and higher

• Do I have Adobe Flash Player loaded?

• Adobe flash can be verified at http://www.adobe.com/shockwave/welcome/.
• If flash is not loaded or up-to-date, follow on screen instructions.

• Are my Browser Settings correct for ANB.com?

• Internet Explorer

1. From Internet Explorer, select Tools >Then Internet Options.
2. From the Security tab, select Trusted Sites.
3. Click the Sites button.
4. Type in this domain name for Consumer Online Banking (https://www.amarillonationalbank.com/)
5. Or if using eCorp type in the domain name for eCorp Corporate Online Banking (https://anbecorp.com/)
6. Click Add > Then Close
7. Select the Privacy Tab, and click on Sites.
8. Type in this domain name for Consumer Online Banking (https://www.amarillonationalbank.com/)
9. Or if using eCorp type in the domain name for eCorp Corporate Online Banking (https://anbecorp.com/)
10. Click Allow > Then Ok

*Note: If problems are still occurring with Internet Explorer, open Internet Options and select the Advanced Tab.  Click the Reset… button at the bottom.  This will reset all settings to the default.

• Mozilla Firefox

1. From Firefox, select Tools > Then Options.
2. Click Content and make sure both Enable JavaScript and Enable Java are checked.
3. Click Privacy and click Exceptions
4. In the Cookies section. Type in this domain name for Consumer Online Banking (https://www.amarillonationalbank.com/)
5. Or if using eCorp type in the domain name for eCorp Corporate Online Banking (https://anbecorp.com/)
6. Click Allow and then Close.
7. In the Private Data section, uncheck Always clear my private data when I close Firefox.
8. Click Ok.

• Are my AntiVirus, Firewall or other security software conflicting with ANB.com?

Check what types of security software are running on your PC (i.e. AntiVirus, Firewall, Security, etc.).  As a test, disable the security software and attempt to log into online banking.  If it works successfully, try turning one program on at a time and test again until the program causing the problem is identified.  Once the program is identified, it will need to be configured to allow access for the online banking website.  Please note the security software should not be left disabled.  It should only be disabled temporarily to test and identify the problem.

• Is my RSA Flash Object Corrupt?

Occasionally, it is necessary to delete the Flash Shared Object (FSO), which is a separate from deleting cookies and temporary files in your browser.  The most common situation for deleting the Flash object is when a user cannot register his/her computer or if a user is being presented with challenge response questions after a browser upgrade. To delete the FSO, follow the instructions bellow:

1. Navigate to the Adobe Flash Player Settings Manager Website:
2. http://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager.html
3. In the Table of Contents to the left, navigate to the “Website Privacy Settings Panel”
4. In the panel to the right there will be a list of “Visited Websites”.  Search for “amarillonationalbank.com” for Consumer Online Banking, and "anbecorp.com" for Corporate Online Banking, select the appropriate name from the list.
5. Next click the “Delete Website” button, followed by the “Confirm” button to remove the Flash Object.
6. IMPORTANT: After deleting the FSO object,  you must delete all cookies in browser(s).  You will be challenged by Layered Authentication(Multifactor Questions) upon next login.  After successfully completing the Layered Authentication challenge, you can register the computer as a personal computer to avoid further Layered Authentication challenges.

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If you are still experiencing problems at this point, gather the following information and contact Amarillo National Bank customer support at 378-8280.

1. What is the Operating System on your computer (i.e. Windows 98, Windows XP, Apple OS X, etc.)?
2. What browser and version are you currently using?
3. Have you attempted with a different browser? 
4. Have you attempted with a different PC?
5. Are any toolbars loaded to the browser (i.e. Google toolbar, Yahoo! Toolbar, etc.)?