NetTeller Troubleshooting Information

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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:

NetTeller supports Microsoft Internet Explorer version 7.0 and higher, Firefox version 3 and higher, and Safari version 4.0 and higher. The Encryption Level must be at least 128-bit encryption. For Internet Explorer, start your browser, choose the “Help” menu, then the “About Internet Explorer” option. This dialog box will display the version, as well as indicating the encryption level.

Ensure java is enabled:

In Internet Explorer, you can either 1) add NetTeller to the list of "Trusted sites" or 2) enable Java for all Internet sites.  Choose the “Tools” menu, and the “Internet Options…” option. Click the “Security” tab.

Option 1: Click "Trusted sites", then click the "Sites" button.  Type "*" into the "Add this website to the zone" box, then click "Add", then "Close".

Option 2: Click the icon for the “Internet” Web content zone, click the “Custom Level” button, and ensure that “Scripting of Java applets” is not set to “Disabled”.

Ensure that cookies are enabled for the NetTeller site:

In Internet Explorer, choose the “Tools” menu, and the “Internet Options…” option. Click the “Privacy” tab. Click the “Sites” button in the “Settings” section. In the “Address of web site” box, type “*”, click the “Allow” button, and click “OK”.

If the "Turn on Pop-up Blocker" option is selected, click the "Settings" button in the "Pop-up Blocker" section.  In the "Exceptions" section, in the “Address of web site to allow” box, type “*”, click the “Add” button, and click “Close”.

Clear your Internet browser cache:

In Internet Explorer, choose the “Tools” menu, and the “Internet Options…” option. Click the “General” tab, and click the “Delete..." button in the "Browsing history" section. Click the "Delete files..." and "Delete cookies...” buttons. (Internet Explorer 8 and 9 have check boxes for "Temporary Internet Files" and "Cookies", instead of buttons.) (If you wish, you may try taking just the "Delete files..." or "Temporary Internet 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!

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, be advised that the AOL browser is no longer a supported browser for NetTeller, and may provide limited or no NetTeller functionality.  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 version 7.0 or higher, 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.  Also, 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.

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.

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