1. Ensure the user is on a supported browser.

SoyBank Anywhere Customer Browser Requirements:

Windows

Microsoft Internet Explorer 8.0
Firefox® 4.0 or higher
Google Chrome 10.0.648.205
Adobe Reader X (10.0)

Mac OS X 10.3 or higher

Firefox® 3.5 or higher
Safari 4.0 or higher
Camino 1.5.3 or higher
Opera 9.0 or higher

SoyBank Direct Customer Browser Requirements:

Windows

Microsoft Internet Explorer 7.0 or 8.0 (Required for ACH Editor)
Firefox® 4.0 or higher (Will not run ACH Editor)

Adobe Reader X (10.0)

Mac OS X 10.3 or higher

Firefox® 4.0 or higher (Will not run ACH Editor)

2. Multifactor Authentication users require Adobe Flash Player to register their
computer as personal. Verify that a current version of Adobe Flash Player is installed.

a. Adobe flash can be verified at http://www.adobe.com/software/flash/about/

3. Verify Browser Settings

Internet Explorer

a. From Internet Explorer 7, from the Tools Menu, select Internet Options.
b. From the Security tab, select Trusted Sites
c. Click the Sites button.
d. Type in the domain of your online banking website: (You can copy and paste this into your address bar)

SoyBank Anywhere
https://web5.secureinternetbank.com/pbi_pbi1961/pbi1961.asp?Rt=071122645&LogonBy=connect3&PRMACCESS=Account)

SoyBank Direct
https://web5.secureinternetbank.com/ebc_ebc1961/ebc1961.asp?wci=process&wce=request&rid=3000&rtn=071122645&rt=071122645&mfa=2

e. Click “Add”, then “Close”
f. Select the Privacy Tab, and click on Sites.
g. Type in the domain of your online banking website:

SoyBank Anywhere
https://web5.secureinternetbank.com/pbi_pbi1961/pbi1961.asp?Rt=071122645&LogonBy=connect3&PRMACCESS=Account)

SoyBank Direct
https://web5.secureinternetbank.com/ebc_ebc1961/ebc1961.asp?wci=process&wce=request&rid=3000&rtn=071122645&rt=071122645&mfa=2

h. Click “Allow”, then “OK”
i. Select the Advanced Tab, and scroll down through the settings list to Security.
j. Uncheck “Do not save encrypted pages to disk”
k. Click “OK” to close the Internet Options.
l. If problems are still occurring with Internet Explorer, consider resetting all of the advanced settings to default. From the Tools Menu, Select Internet Options and then open the Advanced Tab. Click the Reset… button at the bottom. This will reset all settings to the default.

Mozilla Firefox

a. From Firefox, select Tools > Options.
b. Click Content and make sure both Enable JavaScript and Enable Java are checked.
c. Click Privacy and click Exceptions… in the Cookies section.
d. Type in the domain of your online banking website: (You can copy and paste this into your address bar)

SoyBank Anywhere
https://web5.secureinternetbank.com/pbi_pbi1961/pbi1961.asp?Rt=071122645&LogonBy=connect3&PRMACCESS=Account)

SoyBank Direct
https://web5.secureinternetbank.com/ebc_ebc1961/ebc1961.asp?wci=process&wce=request&rid=3000&rtn=071122645&rt=071122645&mfa=2

e. Click Allow and then Close.
f. In the Private Data section, uncheck “always clear my private data when I close Firefox”.
g. Click Ok.

4. Check for AntiVirus, Firewall or other security software

Ask the customer what types of security software they are running on their PC (i.e. AntiVirus, Firewall, Security, etc.). As a test, have the user 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 problems 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.

5. Delete the Flash Shared Object

Occasionally, it becomes necessary to delete the Flash Shared Object (FSO), which is a separate function from deleting cookies within a browser. The most common situation for deleting the Flash object is when an end-user cannot register a computer or if an end-user is being challenged after a browser upgrade. To delete the FSO, perform the following (Platform Independent):

1. Navigate to the Adobe Flash Player Settings Manager Website:
- http://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager.html
2. In the Table of Contents to the left, navigate to the “Website Privacy Settings Panel”
3. In the panel to the right there will be a list of “Visited Websites”. Search for the domain name of the bank’s website, ie. secureinternetbank.com, select it, then click the “Delete Website” button, then click the “Confirm” button to remove the Flash Object.
4. After deleting the FSO object, the end user must delete all cookies in their browser(s).
5. Restart the browser program.
6. The end user will be challenged by Layered Authentication upon next login.
After successfully completing the Layered Authentication challenge, the enduser can register the computer as a personal computer to avoid further Layered Authentication challenges.

If you are still experiencing problems, collect the following information and contact us at: http://www.soybank.com/contact.htm

1. What is the Operating System (i.e. Windows XP, Windows 7, Apple OS X, etc.)?
2. What browser and version is the customer using?
3. Has the user attempted with a different browser? A different PC?
4. Are any add-ons loaded to the browser? (i.e. Google Toolbar, Yahoo! Toolbar, etc.)