NetTeller Troubleshooting Information
NetTeller customers who experience problems accessing the NetTeller server can attempt the following steps to resolve the problem:
Determine which version of browser is in use:
a. NetTeller supports versions of Microsoft Internet Explorer and Netscape Navigator 4.0 or greater. The Encryption Level must be at least 128-bit encryption. Start your browser, choose the “Help” menu, then the “About Internet Explorer” or “About Netscape” option, as appropriate. This dialog box will display the version, as well as indicating the encryption level.
b. AOL users should use at least version 5.0. This can be determined by starting AOL, closing the “Sign On” dialog box by clicking the X in the corner of the “Sign On” window (NOT the larger “America Online” window!), then choosing the “Help” menu, then the ”About America Online” option. Versions 5.0 or higher already have 128-bit encryption.
Ensure java is enabled:
a. In Internet Explorer, choose the “Tools” menu, and the “Internet Options…” option. Click the “Security” tab, click the icon for the “Internet” Web content zone, click the “Custom Level” button, and ensure that the “Java permissions” option is not set to “Disabled” or “Custom”. Further down, ensure that “Scripting of Java applets” is not set to “Disabled”.
b. AOL users should choose the “Settings” menu, then the “Preferences” option. In the resulting “Preferences” dialog box, choose the “Internet Properties (WWW)” link. This will take you to an “AOL Internet Properties” dialog box, similar to the Internet Explorer browser “Internet Options” dialog box. Click the “Security” tab, click the icon for the “Internet” Web content zone, click the “Custom Level” button, and ensure that the “Java permissions” option is not set to “Disabled” or “Custom”. Further down, ensure that “Scripting of Java applets” is not set to “Disabled”.
c. In Netscape, choose the “Edit” menu, then the “Preferences” option. In the resulting “Preferences” dialog box, click on the “Advanced” option. Make sure that the “Enable Java” option is selected and click “OK”.
Ensure that cookies are enabled for the NetTeller site:
a. In Internet Explorer, choose the “Tools” menu, and the “Internet Options…” option. Click the “Privacy” tab. Click the “Edit” button in the “Web Sites” section. For “Address of Web site”, type “netteller.com”, click the “Allow” button, and click “OK”.
b. AOL users should choose the “Settings” menu, then the “Preferences” option. In the resulting “Preferences” dialog box, choose the “Internet Properties (WWW)” link. This will take you to an “AOL Internet Properties” dialog box, similar to the Internet Explorer browser “Internet Options” dialog box. Click the “Privacy” tab. Click the “Edit” button in the “Web Sites” section. For “Address of Web site”, type “netteller.com”, click the “Allow” button, and click “OK”.
c. In Netscape, choose the “Edit” menu, then the “Preferences” option. In the resulting “Preferences” dialog box, double-click on the “Privacy & Security” option to expand it (if it is not already expanded). Click on the “Cookies” option. Make sure Cookies are not disabled. (Any of the other options should work.) You might also try choosing the “Manage Stored Cookies” option, selecting the NetTeller cookies, and removing them by clicking the “Remove Cookie” button.
Clear your Internet browser caches:
a. In Internet Explorer, choose the “Tools” menu, and the “Internet Options…” option. Click the “General” tab, and click the “Delete Cookies” and “Delete Files” buttons in the “Temporary Internet files” section. (If you wish, you may try taking just the "Delete Files" option, first. If this resolves the problem, you will not need to delete your cookie files.) WARNING: This action will clear all of the user’s Temporary Internet Files and Cookies, not just those for NetTeller!
b. AOL users should choose the “Settings” menu, then the “Preferences” option. In the resulting “Preferences” dialog box, choose the “Internet Properties (WWW)” link to bring up the “AOL Internet Properties” dialog box. Click on the “General” tab, and click the “Delete Cookies” and “Delete Files” buttons in the “Temporary Internet files” section. (If you wish, you may try taking just the "Delete Files" option, first. If this resolves the problem, you will not need to delete your cookie files.) WARNING: This action will clear all of the user’s Temporary Internet Files and Cookies, not just those for NetTeller!
c. In Netscape, choose the “Edit” menu, then the “Preferences” option. In the resulting “Preferences” dialog box, double-click on the “Advanced” option to expand it (if it is not already expanded). Click on the “Cache” option. Click the “Clear Memory Cache” and “Clear Disk Cache” buttons. (If you wish, you may try taking these options one at a time. If one resolves the problem, you will not need to perform the other.) WARNING: This action will clear all of the user’s Cache Files, not just those for NetTeller!
Other Troubleshooting Tips:
a. If the problem still exists, try another secure site, if possible, to determine if the problem is specific to NetTeller, or if all secure sites are affected.
b. If you are an AOL user, determine if the problem is specific to the AOL browser by connecting to AOL; then (while still connected), open Internet Explorer (make sure Internet Explorer is 128-bit encryption-enabled, with java and cookies enabled), and try the NetTeller site again. If this works, then the problem is likely AOL-browser-related.
c. Check for a nearly full hard drive, or low system ram memory, which would slow access and cause the browser to time out when trying to reach the server.
d. If possible, try accessing the site from a different computer, using the same Internet Service Provider and connection method.
e. For AOL users, check the AOL Personal Filing Cabinet for excessive entries, which may slow the AOL application down to the point that it times out and delivers an error message.