Online Banking Troubleshooting Tips

If you are unable to log in to online banking here are a few troubleshooting tips to help you out.

Steps to checks

What browsers and systems are supported?

Consumer online banking minimum browser and system requirements

• Microsoft Windows (98, ME, 2000, XP, Vista and Windows 7)
• Mac OS X (OS 10.0.38 or greater)
• Microsoft IE: 6.0 or higher (Recommended)
• Mozilla Firefox: 2.0 or higher (Recommended)
• Opera: 7.54 or higher
• Netscape Navigator: 7.0 and higher
• Mozilla Camino: 0.8.1 and higher
• Apple Safari: 2.0 and higher (Recommended)

eCorp online banking minimum browser and system requirements:

• Microsoft Windows (98, ME, 2000, XP, Vista and Windows 7)
• Mac OS X (OS 10.0.38 or greater)
• Microsoft IE: 6.0 and higher (Recommended)
• Mozilla Firefox: 2.0 and higher (Recommended)
• Apple Safari: 4.0 and higher (Recommended)

Why don't I get my security question or password after entering Access ID?

• Check to make sure you have the most current versions of Adobe Flash and Shocwave players. This is need to store a secure flash object to your machine.
• Adobe flash player and shockwave can be verified at www.adobe.com/shockwave/welcome/.
• If flash or shockwave is not loaded or up-to-date, follow on screen instructions.

What are the proper browser settings Online Banking?

Internet Explorer Consumer Online Banking

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 the domain name for Consumer Online Banking https://www.amarillonationalbank.com/
5. Click Add > Then Close
6. Next, select the Privacy Tab, and click on Sites.
7. Type in the domain name for Consumer Online Banking https://www.amarillonationalbank.com/
8. Click Allow > Then Ok

Internet Explorer eCorp

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 the domain name for eCorp Corporate Online Banking https://anbecorp.com/
5. Click Add > Then Close
6. Next, select the Privacy Tab, and click on Sites.
7. Type in the domain name for eCorp Corporate Online Banking https://anbecorp.com/
8. 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 Consumer Online Banking

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. Click Allow and then Close.
6. In the Private Data section, uncheck Always clear my private data when I close Firefox.
7. Click Ok.

Mozilla Firefox eCorp

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 eCorp Corporate Online Banking https://anbecorp.com/
5. Click Allow and then Close.
6. In the Private Data section, uncheck Always clear my private data when I close Firefox.
7. Click Ok.

AntiVirus, Firewall or other security software conflicting?

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.

Why am I always asked my security question, even after checking "this is a personal computer please register"?

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. 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 small 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.

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, Windows Vista, Windows 7, Apple OS X, Smartphone, etc.)?
2. What browser and version are you currently using?
3. Have you attempted login with a different browser?
4. Have you attempted login from a different device?
5. Are any toolbars loaded to the browser (i.e. Google toolbar, Yahoo! Toolbar, etc.)?