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Banking Tools

Austin Bank Online Banking Troubleshooting Guide.


To resolve your issues quicker let's take a look at your programs.

Web Browser
Current Version
  1. What web browser are you currently using?
    • Within Internet Explorer go to:
      Help -> About Internet Explorer..
    • For Firefox click on Help -> About Firefox
    • For Google Chrome click on the Wrench along the right side of the browser then click About Google Chrome.
Resolution
For proper functionality of Austin Bank Online Banking you will want to be using the following versions or higher.
  1. Windows XP or Vista:
    • Internet Explorer 7 or 8
    • Firefox 3 & higher
    • Google Chrome 9 & higher
  2. Windows 7:
    • Internet Explorer 8 or 9
    • Firefox 3 or higher
    • Google Chrome 9 & higher
If you find that you are using a version of Internet Explorer below what is listed above please visit Windows Update (Start -> All Programs -> Windows Update) and install the latest version. For other browsers click Here to update Firefox or click Here to update Google Chrome.
Adobe Reader
Current version
  1. What version of Adobe Reader are you using?
    • To check, open Adobe Reader by clicking on Start -> Run -> All Programs -> Adobe Reader.
    • Once Adobe Reader opens click on Help -> About Adobe Reader...
Resolution
You will need to use the following versions or above in order for the statement window to render correctly:
  1. Adobe Reader 8 (all versions)
  2. Adobe Reader 9 with the exception of 9.4.2 (see below as to why)
  3. Adobe Reader X (10) (all versions)
Austin Bank recommends that customers install the latest version of Adobe Reader to protect their computers against vulnerabilities that lay within prior versions of the Adobe Reader software.

Austin Bank Online Banking

How do I sign up for Austin Bank Online Banking?
Resolution
Click on the Sign Me Up! link located on our website www.austinbank.com under Online Banking Login.
Click on the Sign Me Up! link on the Austin Bank site to sign up for Online Banking.


You can also click here to go directly to the agreement and start the sign up process.
How do I sign up for Austin Bank Bill Payment?
Issue
I want to sign up for Austin Bank Bill Payment but can't seem to find the correct link to sign up.

Resolution
Sign into your Austin Bank Online Banking account and do the following:
  1. Click on Account List and choose your primary checking account.
  2. In the CheckFree pod, click Go To: Payment Center
    Getting signed up for Bill Payment
  3. After reading through the terms and conditions press the accept button at the bottom of the page.
  4. You should be directed to your personal Bill Payment page.
I have to scroll left and right to see my statement information.
Issue
When trying to view your account information on the Austin Bank Online Banking site you excessively need to scroll left and right to view all of your account information.

Resolution
The minimum resolution to be able to view everything clearly is 1024 x 768. To adjust the resolution do the following:
For Windows XP:
  1. Right click on the desktop and choose Properties.
  2. Click on the Settings tab.
  3. Under Screen Resolution take the slider and move it to a minimum of 1024 x 768.
For Windows Vista & 7:
  1. Right click on the desktop and choose Screen Resolution.
  2. Click on the drop down next to Resolution (2nd option) and use the slider to adjust your resolution to a minimum of 1024 x 768.
I have forgotten my Austin Bank Online Banking password.
Resolution
Click the Forgot Password link located on the Austin Bank Online Banking login page or call customer service at 800-644-9275.
I entered my password incorrectly several times and am unable to get signed into Austin Bank Online Banking.
Resolution
Click the Forgot Password link located on the Austin Bank Online Banking login page. A temporary password will be emailed to you. If your Austin Bank Online Banking account has been disabled you will need to contact a customer service representative at 800-644-9275.
I'm having trouble finding my online statements.
Issue
I tried to open previous statements under Documents in Online Banking and received the following error message "0 - No Documents Available". What should I do?

Resolution
Try clicking Checking Account Statement under Document Types. If your checking account statement provides images of your checks it will be located here.
When I click on the Austin Bank Online Banking login, I don't see the login screen and it gives an Error on the page, what should I do?
Resolution
Check the following:
  1. Make sure that you are using the most up to date web browser available. (If you're unsure how to do this, refer to the section titled Web Browser under "To resolve your issues quicker...".)
  2. Within Internet Explorer go into Internet Options (Tools -> Internet Options).
  3. On the General tab under Browsing history click Delete... and Delete again to clear the cookies and temporary internet files.
  4. Finally type the web address www.austinbank.com in the web browser vs. using a favorite.
There are instances where Austin Bank's Online Banking page might be down due to outages or maintenance and this screen will appear in your browser. You may contact 800-644-9275 to see when service will be restored, or check the home page banner for maintenance notices.
One of my accounts is not listed in my summary of accounts.
Resolution
Please contact your nearest Austin Bank office and we will ensure that all of your accounts are correctly linked to your online banking account. Click here for location information.

Note: You MUST be an owner on the account to view its information.
I do not see anything in the Document Search window when I try to view my statement(s).
Issue
When I try to view my statements in Austin Bank Online Banking I do not see any options.
Document search window


Resolution
In the upper right hand corner of the Document Search window check to see if you have a Plus(+) or Minus(-) sign showing.
  1. If a Plus(+) is showing then the search options have been hidden. Click on the Plus(+) and the options should drop down.
  2. If the Minus(-) is showing and you do not see any options there may be another issue occuring. Please check the topic labeled "Internet Explorer: Not Displaying Document Types" in the Browser Issues section which can be found in the lower portion of the page.
I want to view Austin Bank Online Banking with my mobile device, but I can't get logged in.
Resolution
We offer both browser-based and a downloadable app for mobile banking. To enroll, login to Online Banking. Click the Options tab. Under Mobile Banking Profile, choose Manage Devices. From here you will be able to designate which mobile device you'd like to activate and elect to receive a link to browser-based, download an app, access balances via text or receive account alerts. Simply choose Change My Mobile Banking Services from the dropdown menu.

Adobe Reader Issues

PDF statement does not display in web browser
Issue
My statement does not display when I access it through Online Banking.

Resolution
  1. Do you have Adobe Reader installed? If not you can get it by clicking on the following link: http://get.adobe.com/reader
  2. After getting Adobe Reader installed or if you already have it installed, close all open Internet Explorer (or alternate browser) windows before proceeding.
  3. Open Adobe Reader and go to Edit -> Preferences -> Internet
    • Make sure Display PDF in browser is checked and all other options are unchecked.
    • Close Adobe Reader

    • Web Browser options to display PDF
  4. Now try viewing your statement again.
PDF is displaying too large and is hard to read within Austin Bank Online Banking.
Issue
When I try to view my statement through Austin Bank Online Banking I constantly have to scroll left and right along with up and down to be able to view my statement.

Resolution
Changing your Zoom level within the Preferences of Adobe Reader will alleviate this issue. You can do this by doing the following:
  1. Open Adobe Reader (Start -> All Programs -> Adobe Reader)
  2. Go to Edit -> Preferences
  3. Under Categories choose Page Display
  4. Under Default Layout and Zoom change the Zoom option from Automatic to 100%.
  5. Now try to view your statement again.
If you are still having issues please try adjusting the zoom level again or you can adjust your screen resolution to a larger size (see "I have to scroll left and right to see my statement information" under Online Banking Basic Topics).
Adobe Reader's toolbar is not displaying on my statement.
Issue
I am not seeing the toolbar along the top of the statement to be able to save or print my statement.
I am not seeing the Adobe toolbar on my statement.


Resolution
Open Adobe Reader (Start -> All Programs -> Adobe Reader) and do the following:
  1. Click on Edit -> Preferences -> Internet
  2. Make sure Display in Read Mode by Default is unchecked
    Display in Read Mode by Default is unchecked.
Adobe Reader's toolbar is not displaying on statement (version 10.1)
Issue
I am not seeing the toolbar along the top of my statement to be able to save or print my statement after I have updated to version 10.1.0 or higher.
The Adobe toolbar is missing.


Resolution
This is a known bug within version 10.1. The only way to fix it at this time is to press the F8 key each time you open a statement. It affects Reader X 10.1 and Acrobat X 10.1 (the latter running in Protected View or not). Changing your preferences has no effect.
Reader version 9.4.2
Issue
  1. Users may be prompted to save their account statements to their workstation instead of viewing the documents online
  2. A message may be displayed in the information menu bar at the top of the browser page stating the file is blocked by the Internet site. Once a user chooses to download the statement, the "Transactions did Not Complete for the following Reason(s)" security error is displayed on the page and consumers and corporate clients are unable to view their statements.
Resolution
If you are receiving this error message, please check your version of Adobe Reader (see Adobe Reader under "To resolve your issues..." for instructions) and if you have version 9.4.2, you will need to upgrade to the latest version of Adobe Reader to correct this issue.

Click here to download the most recent version of Adobe Reader

Browser Issues

Chrome: Unable to view my statement
I am trying to view my monthly statement within Google Chrome but it will not load.

Workaround
  1. Type about plugins into your address bar. That will open the plugins page.
    About Plugins
  2. Now click Enable in the section for Adobe Acrobat (You will see this if you have Adobe Reader installed on your computer). The box for Chrome PDF Viewer should gray itself out and say Enable.
    Enable Chrome PDF Viewer
  3. Finally go back to your Online Banking page and try to open a statement.
Chrome: Clearing the browsing data
Issue
I am having issues viewing Austin Bank or setting Online Banking MFA to a personal setting.

Resolution for PC users
  1. Within Google Chrome open click on the wrench next to the address bar.
  2. After the Options page opens click on Under the Hood
  3. Click Clear browsing data... under the Privacy section
  4. Under "Obliterate the following items from:" make sure the beginning of time is selected.
  5. Click Clear browsing data
  6. Now try again.
Resolution for Mac users
  1. Open the Chrome browser
  2. Locate the History tab on the top tool bar
  3. Click on ‘clear browsing data’ then choose ‘from the beginning of time’
Safari: Clearing the browsing data
Issue
I am having issues viewing Austin Bank or setting Online Banking MFA to a personal setting.

Resolution
  1. Open Safari
  2. Click on History
  3. Click on Clear
Firefox: The homepage is not showing up when I go to www.austinbank.com
Issue
The homepage is not showing up when I go to www.austinbank.com

Resolution
Try entering austinbank.com and not www.austinbank.com. If you are still unable to access our site, from Firefox click on:
  1. Tools -> Options
    (For version 4.0+ click on the Firefox button -> Options)
  2. Click on Privacy and then the link clear all current history.
  3. Click the option to Clear Now.
  4. Try visiting www.austinbank.com again.
Firefox: Clearing the History, Cookies, and other information
Issue
The homepage is not showing up when I go to www.austinbank.com or my MFA questions keep coming up when I select personal PC.

Resolution
Try entering austinbank.com and not www.austinbank.com. If you are still unable to access our site, from Firefox click on:
  1. Tools -> Options
    For version 4.0+ click on the Firefox button -> Options)
  2. Click on Privacy and then the link clear all current history.
  3. Make sure Everything is selected in the drop down.
  4. Click on the drop down next to Details and make sure all options are selected.
  5. Click the option to Clear Now.
  6. Try visiting www.austinbank.com again. Or try setting your Online Banking MFA to personal again.
Internet Explorer: Add Austin Bank Online Banking address to Trusted Sites
Resolution
  1. Within Internet Explorer click on Tools -> Internet Options
  2. Click on the Security tab.
  3. Click on Trusted Sites (3rd option from the left)
    • Click on Sites and add the page listed (should be similar to "https://web3.secureinternetbank.com")
      Add trusted sites in Internet Explorer.
    • Under Security level for this zone click on the Default level.
  4. Click OK to go back to the Austin Bank Online Banking homepage.
  5. Sign into online banking and try pulling up the statement.
Internet Explorer: Opening an Austin Bank Online Banking statement crashes the browser or tab
Issue
When I click on a months statement Internet Explorer (or a tab) crashes and exclaims that it has recovered from an error.

Resolution
To fix this issue do the following:
  1. Within Internet Explorer go to Tools -> Internet Options -> Advanced tab
  2. Scroll Down to Browsing and find the entry titled "Enable third-party browser extensions" and uncheck it.
    Enable third party browser extensions.
  3. Press OK to close out of Internet Options. Now close and reopen Internet Explorer.
  4. Try viewing the statement again.
Internet Explorer: Not Displaying Document Types
Issue
The options to select an Account or Document Type is not displaying on my page.

Resolution
Within Internet Explorer:
  1. Go to Tools -> Internet Options -> Advanced Tab
  2. Click on Reset. A window will come up asking to confirm Reset.
    Reset Internet Explorer
  3. Click Reset and then OK to exit Internet Options
Internet Explorer: Not saving my Security Challenge information.
Issue
I choose the option to register my home computer as a personal computer but my browser doesn't save my choice. In turn I have to answer the security questions every time I sign into Austin Bank Online Banking.

Resolution
Please do the following and then try registering your computer again.
  1. Start by clearing the cookies.
    • Within Internet Explorer choose Tools -> Internet Options. With the General tab selected click on Delete (under Browsing history), uncheck Preserve Favorites web site data (if you are using IE 8), then click on Delete again.
  2. Now go to online banking and set your MFA status as personal and log all the way into the account. You need to get to the point where you see your account list.
  3. Close ALL Internet Explorer windows. (That goes for any other websites that you have open. We are now going to double check that it worked!)
  4. Finally reopen Internet Explorer and sign in to your online banking account. You should only be asked for your account ID and your password.
  • Refer to Firefox: Clearing the History, Cookies, and other information for instructions on how to do this for the Firefox Browser.
  • Refer to Chrome: Clearing the browsing data for instructions on how to do this for the Chrome Browser.
Internet Explorer: Security warning displays after choosing Document Type
Issue
The customer is trying to view their statement but receives a gold security warning after choosing the Document Type.

Resolution
Please refer to Reader version 9.4.2 above for solution.
Internet Explorer: 9
Issue
Online Banking & Online Banking for Business: Basic funtionality testing has revealed that display issues can occur when Internet Explorer 9 is used.

Resolution
Online Banking and Online for Business: Enabling Compatibility View on workstations alleviates the display issues. For more details on enabling Compatibility View, refer to the Microsoft Support article here.
Internet Explorer: 10
Information
Online Banking and Online for Business are supported using Internet Explorer 10 on Windows 8. These applications work as expected with very few cosmetic differences. The applications function when Internet Explorer 10 is launched from either the new Windows 8 user interface or the desktop view.

Still having issues?

None of the above topics has helped resolve my issue.
Resolution
If you have worked through this entire troubleshooting guide and are still experiencing problems with Austin Bank Online Banking please contact your local branch or call 800-644-9275 and a representative from Austin Bank can further assist you.