American River Bank

Online Banking Troubleshooting Tips

Logging In

  1. I'm receiving a “dormant” message when trying to login 
  2. After entering my login ID, I'm presented with a security question I do not recognize or did not choose. 
  3. After entering my password, I see: “Some or all of the information you entered is incorrect, your account has been locked or you are logging in from an unauthorized computer. Please try again, or call us if you need assistance.” 
  4. After answering a challenge question, I see: “Some or all of the information you entered is incorrect, your account has been locked or you are logging in from an unauthorized computer. Please try again, or call us if you need assistance.” 
  5. I receive an error message when I enter my Login ID and click Go to login.
Business Apps & Cookies
  1. I'm a business user and no longer see the “Business Apps” button, instead I see: “This computer is restricted from performing financial transactions. Please contact us or your supervisor if you require access to financial transactions from this computer.”
  2. I continue to have the issues above each time I login, even though I'm logging in from the same computer.
eStatements Troubleshooting Tips
  1. I click on Statements and see "The statements application has been launched within the new browser window,” but there is no new browser window, or the new window does not open correctly.
  2. When I'm on the eStatements page and click on a PDF statement link, the statement does not open.


Logging In

1.   Receiving a “dormant” message when trying to login.
This usually means that your Online Banking profile has not been accessed in at least 180 days, which caused your Online Banking access to be flagged as dormant.
    •  Contact Client Services or call 1-800-757-6305 during regular business hours. You may also contact your local branch.
    •  Once access has been restored, login using your current login ID and password within the next 24 hours to prevent your Online Banking account from going back into dormant status.
 If you have forgotten your password, please click the Forgot Password link at the bottom of the password page, answer your security question, and click the link to receive a new password. A temporary password will be delivered to the email address we have on record.


2.   After entering your login ID, you are presented with a security question you do not recognize or did not choose.
This usually means the login ID has been entered incorrectly. Please double-check your entry, ensure it is spelled correctly and that there are no spaces. (Login IDs are not case-sensitive.)

3.   After entering your password, you see: “Some or all of the information you entered is incorrect, your account has been locked or you are logging in from an unauthorized computer. Please try again, or call us if you need assistance.”
This means the password has been entered incorrectly or the account is locked. Please try logging in again with the correct password. Passwords are case-sensitive, so be sure that your Caps Lock is not on and that your NumLock is on if you are using the keypad to enter numbers. Passwords must contain a minimum of eight (8) characters, including letters, at least one (1) number, and at least one (1) special character. If you are not able to log in successfully after three tries, the account is locked. Contact Client Services or call 1-800-757-6305 during regular business hours. You may also contact your local branch.


4.   After answering a challenge question, you see: “Some or all of the information you entered is incorrect, your account has been locked or you are logging in from an unauthorized computer. Please try again, or call us if you need assistance.”

This usually means the question was not answered correctly, or the system does not recognize the answer. Please try again. Answers to challenge questions are not case-sensitive; however they are spelling and punctuation sensitive. For example, if you originally answered a question with “St. John’s”, but are now answering it with “Saint Johns”, the system may not recognize that answer. If you are not able to log in successfully after three tries, the account is locked. Contact Client Services or call 1-800-757-6305 during regular business hours. You may also contact your local branch.

5.   I receive an error message when I enter my Login ID and click Go to login.
Try clearing your browser's cache. To clear your browser's cache, click on the link below and follow the steps for your browser. If you continue to receive an error message after clearing your cache, please Contact Client Services or call 1-800-757-6305 during regular business hours. You may also contact your local branch.

How to Clear your Browser's Cache >>


Business Apps & Cookies


1.   If you are a business user, no longer see the “Business Apps” button, and see: “This computer is restricted from performing financial transactions. Please contact us or your supervisor if you require access to financial transactions from this computer.”
This means the system is unable to validate your security cookie, which is usually caused by logging in from an unrecognized computer, or it can mean that the cookie is missing. Contact Client Services or call 1-800-757-6305 during regular business hours. You may also contact your local branch.

2.   If you continue to have the symptoms above each time you login, even though you are logging in from the same computer.
This may mean that your browser’s security settings are preventing cookies from being saved to your computer, or that your cookies are being deleted each time you shut down your computer or close your browser. There are a few possible causes, but the most common cause is the security settings. Click on your browser below for instructions on how to manage, block or allow cookies from specific websites.
Allow cookies from these sites for Online Banking, Bill Pay and eStatements:
  • https://americanriverbank.com
  • https://pib.secure-banking.com
  • https://postilion.ezbills.com  
  • https://secure.internet-estatements.com  
The issue could also be caused by anti-virus or anti-spyware tools that are removing cookies. Consult with your IT support or the software vendor’s support site for information on how to enter our cookies as “exceptions” not to be deleted.

eStatements Troubleshooting Tips


1.   If you click on Statements and see "The statements application has been launched within the new browser window,” but there is no new browser window, or the new window does not open correctly. 

Make sure to allow pop-ups from our sites -- eStatements open in a new window, so pop-ups do need to be enabled for our sites. Here are some instructions for commonly used browsers:
Internet Explorer 9+
  1. Click Tools, then Pop-Up Blocker, and then Pop-Up Blocker Settings.
  2. In the Address of Website to Allow box type pib.secure-banking.com and click Add. Then type secure.internet-estatements.com and click Add.
  3. Click Close.
Firefox 30+
  1. Click the menu in the upper right corner, then click Options.
  2. Click the Content button, then click the Exceptions button to the right of Block Pop-Up Windows.
  3.  In the Address of Website box type: pib.secure-banking.com and click Allow. Then type secure.internet-estatements.com and click Allow.
  4. Click OK.
Google Chrome 30+
  1. When you click Statements on the left, you will see a small window image with a red X in it in the upper right corner of the address bar.
  2. Click on that window with the red X and you will see a message about the pop-up being blocked.
  3. Click the option to Always Allow pop-ups from our site, and then click Done.
OR
  1. Click the Chrome menu on right side of the browser toolbar.
  2. Select Settings.
  3. Click Show advanced settings.
  4. in the "Privacy" section, click the Content settings button.
  5. In the "Pop-ups" section, click Manage exceptions.
Here is the list of sites to allow for pop-ups:
  • https://americanriverbank.com
  • https://pib.secure-banking.com
  • https://postilion.ezbills.com
  • https://secure.internet-estatements.com
“Trust” Our Sites – Adding our sites to your browser’s list of trusted sites will allow them to function fully and correctly. Instructions for commonly used browsers are below:
Internet Explorer 9+
  1. Click Tools, then Internet Options.
  2. Click the Security tab, then click Trusted Sites (green check mark).
  3. Click the Sites button to the right.
  4.  In the Add this website to the zone box type: https://pib.secure-banking.com and click Add. Type https://secure.internet-estatements.com, and click Add. If you also use Bill Pay, type https://postilion.ezbills.com and click Add.Type https://www.americanriverbank.com and click Add.
  5. Click Close, and then click OK.
Firefox 30+
  1. Click the menu in the upper right corner, then click Options.
  2. Click the Content button, then click the Exceptions button to the right of Block Pop-Up Windows.
  3. In the Address of Website box type: pib.secure-banking.com and click Allow. Type secure.internet-estatements.com, and click Allow. If you also use Bill Pay, type https://postilion.ezbills.com and click Allow.
  4. Click OK.
Ensure That Pop-Ups Open in a New Window – Browsers have many different settings, one of which controls whether pop-ups and new pages open in the current page, a new tab or a new window. eStatements work best when opened in a new window. Instructions for commonly used browsers are below:
Internet Explorer 9+
  1. Click Tools, then Internet Options.
  2. On the General tab, click the Settings button in the Tabs section.
  3. Under When a pop-up is encountered:, make sure one of the following is checked: (1) Let Internet Explorer decide how pop-ups should open, or (2) Always open pop-ups in a new window.
  4. Click OK, and then click OK again.
Firefox 30+
  1. Click the menu in the upper right corner, then click Options.
  2. Click the Tabs button, then uncheck Open new windows in a new tab instead.
  3. Click OK.


2.   If, once you get to the eStatements page, you click on a PDF statement link, but the statement does not open.


Install or Update Adobe Reader -- eStatements open with Adobe Reader. To install or update Adobe Reader:
Refresh the Page – Sometimes disruptions in Internet speeds or a large statement size can cause the loading of the statement to timeout. For most browers, you can refresh the page by:
  1. With the eStatements page open and selected, press the F5 key on your keyboard, or
  2. Click the Refresh button on the address bar (a swirly arrow).