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Troubleshooting Tips

Digital Banking Support

Troubleshooting Tips

If you experience errors when you log into Online Banking, please take a look at some common problems that occur.

Online Banking has been successfully tested on the following browsers:

  • Internet Explorer 9.0, 10.0, and 11.0
  • Google Chrome
  • Mozilla Firefox
  • Safari 6.0 and above

 

Online Banking will need to be configured to accept third-party cookies. Please see below to configure your browser.

 

For Internet Explorer:

  1. From the TOOLS menu, click INTERNET OPTIONS,
  2. Select the PRIVACY tab, click the ADVANCED button,
  3. Check the boxes to “Override automatic cookie handling” & “Always allow session cookies”.

 

For Safari:

  1. From the Safari menu, click PREFERENCES,
  2. Click on the PRIVACY tab,
  3. Change the “accept cookies” option to ALWAYS.

 

For Firefox:

  1. From the Firefox menu, click PREFERENCES,
  2. Click on the PRIVACY tab,
  3. Make sure the ACCEPT THIRD PARTY COOKIES check-box is checked.

Internet Explorer
Click on “Help” from the top menu and choose “About Internet Explorer“. The pop-up will display the browser version and additional information.

about internet explorer help window screenshot

Firefox
Pick “About Mozilla Firefox” from the “Help” menu to bring up a pop-up with the version information.

about firefox help window screenshot

Chrome
Select “Settings” from the “More” button to bring up the “About” information.

google chrome settings window screenshot

Use this procedure to clear internet cache, adjust cookie handling, and add Online Banking as a trusted website.

Note:
Adding secureinternetbank.com to your compatibility view will enable compatibility view for Online Banking.

 

To update your Internet Explorer browser settings for Online Banking:

  1. From your desktop, open Internet Explorer.
  2. Select Internet Options from the Tools menu.
    internet explorer tools internet options window screenshot
  3. On the General tab, click Delete in the Browser history section.
    internet explorer options general browsing history window screenshot
  4. On the Delete Browsing History window, select the Temporary Internet Files and the Cookies checkboxes, verify that Preserve Favorites website data is selected, and click Delete.
    internet delete browsing history window screenshot
    Note:
    If the Preserve Favorites website data checkbox is selected, you will keep cookies and temporary internet files that enable your favorite websites to retain preferences and display faster.
  5. From the Privacy tab, select Advanced.
    internet options privacy settings window screenshot
  6. In the Advanced Privacy Setting window, select the Override automatic cookie handling checkbox. (The Accept buttons are automatically selected.)
  7. Select the Always allow session cookies checkbox and click OK.
    internet advanced privacy settings cookies window screenshot
  8. From your desktop, open Internet Explorer and select Internet Options from the Tools menu again.
  9. Select the Privacy tab and click Sites.
    internet options privacy settings window screenshot
  10. Enter secureinternetbank.com in Address of website and click Allow.
    per site privacy actions window screenshot
    Note:
    Secureinternetbank.com will move to the Managed websites section and will be set to Always Allow.
  11. Click OK. Secureinternetbank.com is now a trusted website.Note:
    Close all Internet Explorer browser windows and re-open a new browser window before attempting to log in to Online Banking.

Use this procedure to activate the menu bar, and then add secureinternetbank.com to your compatibility view settings.

Note:
Adding secureinternetbank.com to your compatibility view will enable compatibility view for Online Banking.

  1. From your desktop, open Internet Explorer.
  2. Opposite-click anywhere in the space at the top of the window, above the address bar. The different toolbar options display.
  3. Select Menu bar if it is not selected already.
    menu bar window screenshot
  4. The horizontal Menu bar displays.
  5. Navigate to your Online Banking Log In screen.Note:
    The URL should begin with  https://web15.secureinternetbank.com.
  6. Select Compatibility View Settings from the Tools menu.
    internet explorer tools compatibility view settings window screenshot
  7. Click Add from the Compatibility View Settings window. Secureinternetbank.com will move from Add this website to Websites you’ve added to Compatibility View.
    compatibility view settings window screenshot
  8. Click Close.

 

For issues with Online Bill Payment please call 1-866-820-9613 for assistance.

For continued issues please call First Federal’s Online Banking Support at 910-891-2010 or 1-866-871-7926 during normal business hours.