Personal

Internet

I-Bank Troubleshooting & FAQ

1. What happens if I forget my Access Password?
2. Connection Expired message?
3. Are the Menu Buttons within I-Bank working?
4. Transaction Downloading - File saved incorrectly?
5. Windows XP Users

1. What happens if I forget my Access Password?
Please contact our Support Centre on 1800 806 645 (during business hours). Once you have been identified, we will issue you with a new Access Password. You can then alter your Access Password using
I-Bank. Please be aware that you cannot choose a password that has already been used within the last 30 days.

2. Connection Expired message?
If you get this error message when logging into I-Bank, it is possible that your Internet Explorer security levels are set too high. Check in Tools > Internet Options that your Security and Privacy(IE 6.0) levels are set to "medium".

3. Are the Menu Buttons within I-Bank working?
Please refer to the I-Bank requirements page as to the minimum requirements that are required to run I-Bank.

4. Transaction Downloading - File saved incorrectly?
When downloading your account transactions to file there can be a problem where the file type is saved as a text file(.txt) and can not be opened with the specified program. When asked to save the file, specify the type as "All files". This will prompt the browser to save the file in the original format that was specified.

5. Windows XP Users
Windows XP users that have installed Service Pack 2 or those that have Automatic Update turned on may see a connection expired message when connecting to I-Bank. If this is the case we recommend the following steps:

1. Open up Internet Explorer
2. Click on Tools
3. Click Internet Options
4. Click on Security Tab
5. Click on Trusted Sites
6. Click on Sites
7. Add *.mvp.therock.com.au (Untick "Require server verification")
8. Internet Banking should now be accessible.

Please Note:
You may also want to add http://www.therock.com.au to the trusted sites as this will prevent the security alert from being displayed.

Windows XP SP2 forces PC users to be more specific about the types of sites they visit and how they will behave, therefore you need to configure your software appropriately.

I-Bank is a Registered Trademark of Ultradata Australia Pty Ltd.