Troubleshooting - Online Banking

• The Login Box has disappeared in Firefox...

Firefox add-ons sometimes cause issues with certain HTML objects such as iFrames. Adblock Plus is an add-on that has been proven to be an issue with iFrames.  Check to see if the page loads correctly in safe mode.

  1. Click on HELP
  2. Click "Restart with Add-ons Disabled"

If it does work in Safe-Mode then disable all extensions and try to find which is causing it by enabling them one at a time until the problem reappears. Use "Disable all add-ons" on the Safe Mode start window to disable all extenions. Close and restart FireFox after each change via "File>Exit"

• I'm not able to sync my accounts with Mint.com...

If you're having trouble syncing your transactions with Mint.com try the following steps:

  1. Go to the Your Accounts page and find your Red Canoe CU accounts.
  2. Click Fix It! in the upper right hand corner of the Red Canoe CU accounts box.
  3. Click Edit My Bank Info and follow the steps to re-enter your Red Canoe login credentials.
  4. If the problem still persists, please contact Mint.com Support via the Contact Mint form.

• I do not see the login box to enter my member number...

If you see an error inside the box that says something similiar to "content blocked because it was not signed by a valid security certificate" then check your system date/time and make sure it's current.  In most cases it's not set to today's date/time therefore the SSL certificate appears to be outdated to browser. 

If you're not seeing the large image in the center of the home page that includes the paddle graphic that extends most of the way across the screen then you likely have JavaScript disabled in your browser.  You will need to enable it for the login box to appear and allow you to log in.  Search the internet for instructions on how to enable this for your particular browser.  You can find your version of Internet Explorer by going into Help > About Internet Explorer.

• I've put in my member number but when I click the login button nothing happens.

When this occurs it normally means you've either upgrade to Internet Explorer 7.0 or have recently uninstalled it. This disables a feature you need to to get the login box to work.

To fix the problem do the following:

  1. Within Internet Explorer, click on the Tools menu and choose Internet Options.
  2. Click on the Security tab.
  3. In the 'Security level for this zone' area, click the Custom Level... button.
  4. Scroll down until you see an item that says "navigate sub-frames across different domains"
  5. Change it's value from DISABLE to ENABLE.
  6. Save your changes by clicking OK
  7. Click the OK button to close the Internet Options window.

If the login box is still not responding after you've followed the above steps exactly as presented then either send an email to info@redcanoecu.com or you may call us at 800-562-5611.

• I'm not seeing all of my current transactions...

This is a browser problem where it's not checking for newer pages on each visit. To fix in Internet Explorer try the following steps:

  1. Click on TOOLS in the browser menu then INTERNET OPTIONS
  2. On the GENERAL tab looks for TEMPORARY INTERNET FILES or BROWSING HISTORY and click SETTINGS
  3. Under CHECK FOR NEWER VERSIONS OF STORED PAGES select AUTOMATICALLY
  4. Click OKAY
  5. Click OKAY

That should do it. Close the browser and try again.

• ATTENTION: Your browser does not support IFRAMES...

When you visit our home page you get a message that your browser doesn't support IFRAMES, this is caused by McAfee Internet Security blocking IFRAME tags in webpages.

To resolve this issue disable the Privacy Service and Ad Blocking features in McAfee.

  1. Right-click the McAfee icon by your system clock.
  2. Click Privacy Service.
  3. Click Disable.
  4. A window appears. Enter the Administrator password.
  5. Click OK.
  6. The McAfee icon turns black in color until you enable Privacy Service.

To re-enable McAfee Privacy Service, follow the steps outlined below.

  1. Right-click the McAfee icon by your system clock.
  2. Click Privacy Service.
  3. Click Enable.

If you are using Internet Explorer you can also try these steps to fix it:

  • In Internet Explorer, from the Tools menu at the top of the browser, choose Internet Options.
  • Click the Security tab.
  • Click the Custom Level button.
  • Scroll to the section with the heading Miscellaneous. Scroll to the item that says "Launching Programs and Files in an IFRAME".
  • Select Enable
  • Click OK to exit out of that window
  • Click "OK" to exit out of "Internet Options"

• I can't see the menu bar after logging into Online Banking.

In most cases this can be fixed by changing the text size of your web browser. In Internet Explorer, click on the View menu and choose Text Size. Then make sure it's set to Medium.

• How can I download transactions into Quicken?

Once logged into Online Banking click on the account you are wanting to download to view the transaction history. Once there you will find a button in the upper left corner of the screen that says Download Transactions. Click it then choose your correct file type (.QFX for Quicken) then select either a date range or choose All new transactions.

Instructions on how to use Quicken Web Connect

• Getting the "Problem during transit" error or Online Banking just isn't working right?

When you see these types of things happening it sometimes can mean that you have a corrupt cookie or too many temporary internet files that are interferring with the pages. In Internet Explorer try these steps:

  • TOOLS>INTERNET OPTIONS
  • Click SETTINGS under TEMPORARY INTERNET FILES on the GENERAL tab
  • Enter a small number like "5" in the white box for DISK SPACE TO USE
  • Click VIEW FILES
  • Go to EDIT>SELECT ALL then FILE>DELETE to delete all the temp files and cookies
  • Once they are all gone you may close that window then click OKAY to get back to the GENERAL tab
  • Click the PRIVACY tab
  • Click the ADVANCED button
  • Click the OVERRIDE AUTOMATIC COOKIE HANDLING then make sure the ALWAYS ALLOW SESSION COOKIES box at the bottom is checked
  • Click OKAY then OKAY once more to get back to the browser

That should do it. Close the browser and try again.

• I didn't find an answer to my question.

Contact us at 800-562-5611 or send an email to info@redcanoecu.com. Remember that email is not secure. Do not send any sensitive information to us in an email such as member number, password, or social security number.

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