Possible Issues and Solutions

Pacific Cascade's Home Banking System was designed for ease of use. Most members will be able to use Home Banking with few if any problems. Still, it's possible that you might sometimes experience problems or error messages during a visit to Home Banking. If you do, maybe this troubleshooting page will help.

Most problems have to do with the version of the browser you are using - usually Microsoft Internet Explorer, Mozilla Firefox, or Safari. To check what version you are using, click on the browser's help menu, then on the About ..., i.e. About Firefox or About Internet Explorer.

Please read through this page for possible answers. If you are still stumped, call us at 343-6238 or 1(800)477-3328 from 9:30 am to
5:30 pm Pacific time, Monday through Friday and we'll do our best to help you. You can also try e-mailing, although we're staffed mainly during the hours above, if we're here we'll do our best to help out.

Some Issues You May Have

What are the System Requirements to Use Home Banking and/or Bill Pay.

Getting the message: "Invalid Entry. Sorry, that was not a valid member number, SSN, or password. Return to the sign-on section."

Trouble using the Transfer, Transfer to Other, and Statements features

"Security library has experienced a database error" message

"Problem during transit" message

"Network Error: Socket is already connected" message

"Document contains no data" message

"Your financial institution is unavailable at this time" message

Invalid Page Fault messages

"Access Forbidden (Secure Channel Required)" message

You sign on and can see the menu buttons across the top, but can't use any of them
(or can only use the Goodbye button)

No response, computer just hangs when trying to connect to Home Banking

You performed a Home Banking transaction, but when you look in the account's transaction history, it doesn't show up.

You use WebTV, and are having trouble with certain functions.

You press the "Goodbye" button, but you can still use the back button to see your account.

You are attempting to download an account to Money, Quicken or Excel, so you press the "Download" button, and you get an odd looking screen scrolling by, or nothing happens at all.

When you click on the Pay Bills button, you get a "vendor error" message.

Solutions to Issues

What are the System Requirements to Use Home Banking and/or Bill Pay?

Both Home Banking and Bill Pay require browsers that run Java and javascript, that allow cookies, and that support 128-bit encryption. That said, there are many choices out there, and the options are always increasing. You are welcome to experiment, but we don't guarantee functionality with all browsers. The ones that we are confident that will work with Home Banking include newer versions of Microsoft's Internet Explorer, newer versions of Firefox, and newer versions of Safari.

Bill Pay has separate requirements. Home Banking will tolerate many older browsers, but Bill Pay will not.

Bill Pay >Workstation Platform Requirements:

• Microsoft Windows 2000
• Microsoft Windows XP
• Microsoft Windows Vista
• Apple OS X 10.4x

Browsers

• Microsoft Internet Explorer 6.0
• Firefox 2.0 or newer
• Microsoft Internet Explorer 7.0
• Apple Safari 2.0 (OS X 10.4x)

To find out what browser version you are using, you can usually find an About menu option
under your help menu. If you'd like to upgrade, the upgrades are generally free. Check http://www.firefox.com or http://www.microsoft.com/hk/windows/downloads/ie/getitnow.mspx
or http://www.apple.com/safari/download/

There isn't a special connection speed requirement for either Home Banking or Bill Pay, however your experience with both systems will be better if you have a faster connection. Some dial-up connections can have time-out issues if they are very slow or affected by electronic noise.

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I'm having problems signing in or getting the message: "Invalid Entry. Sorry, that was not a valid member number, SSN, or password. Return to the sign-on section."

Did you receive this message while trying to sign-on to Home Banking, but don't know why? Here are a few possibilities to consider:

• Don't include the first two letters of your last name after your member number. Many Teller Phone users are likely to make this mistake, since this is what Teller Phone wants. But Home Banking doesn't, so just enter your member number in this field and that's it.
• Don't include a "#" symbol after your member number or password. Another Teller Phone necessity, but not Home Banking.
• Make sure the password you're entering contains no symbols (dashes, etc.) or letters. Home Banking passwords must be numeric, 4 to 10 digits in length. If using a social security number
  to sign on initially, make sure no dashes are entered.
• Make sure you're entering a "numeric" password. To help them remember their Teller Phone passwords, many members chose four-letter words. Then when they want to sign on to Teller Phone, they just type the numbers that correspond to the appropriate letters on a touchtone telephone's keypad. Unfortunately, these members may try to enter the same combination of letters into Home Banking, which doesn't work. Home Banking will only accept numbers in the password, no letters or symbols.
• Make sure you're entering your Teller Phone password, not your Debit Card or
  ATM Card PIN.

A final note - as a security precaution, if there are three consecutive unsuccessful attempts to to sign on to your account, Home Banking will lock your account for a 24 hour period. Even correct member number and password values may not work if your account has been locked. Also note, if you are locked out of Home Banking, you'll be locked out of Teller Phone as well. To get back in, either wait the 24 hours and try again, or call us at 343-6238 or 1-800-477-3328 from 9:30 am to 5:30 pm Pacific Time, Monday through Friday.

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Trouble using the Transfer, Transfer to Other, and Statements features

Are you unable to make a transfer or view a statement?

• You probably do not have Javascript enabled on your browser software or you may have an outdated version.

JavaScript is required to perform certain functions of Home Banking, such as the Transfer, Transfer to Other, and Statement features. If these features haven't been working for you properly, you may need to enable JavaScript in your browser. On Internet Explorer, Medium or Medium High default settings usually allow all the necessary scripting to function. To update your Java, navigate to www.java.com to download and install the update.

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"Security library has experienced a database error" message "The security library has experienced a database error. You will probably be unable to connect to this site securely."

Did you get this message while you were trying to get to the Home Banking Member SignOn page?

You are most likely using an older version of brower software and are no longer able to interpret the more recent encryption standards that the Home Banking server uses to keep your information safe as it is transmitted over the internet.

• Your solution is to upgrade your browser. Click here for browser information.

"Problem during transit" message "There has been a problem during transit. Your browser may not be supported. Please sign on again."

Did you get this message after signing on to Home Banking, then trying to see your accounts or perform a transaction?

• The most likely problem is that you need to enable or accept "cookies" on your browser.
  Home Banking will not function without cookies enabled.

Why? Because cookies are a general mechanism which the Home Banking server can use to both store and retrieve information on the member side of the connection. Home Banking uses temporary cookies for one thing. At the time you log on to Home Banking, a cookie is sent to read the clock on your system. The cookie is then updated every time you move throughout the system and periodically as you use the system. If five minutes have passed on your system with no activity, you are automatically logged off of Home Banking as a security precaution. Without the cookie, there would be no viable way to track the time passed without activity. This cookie is what makes our "timing out" security feature operate. Because it is a security issue, if the cookie is denied by your system at the time the Home Banking system attempts to send it or update it, Home Banking will not allow further access to the system.

"Network Error: Socket is already connected" message "A network error occurred while Netscape was sending data (Network Error: Socket is already connected) Try connecting again." Or "Internet Explorer cannot open the Internet site https://homebank.wesaveyou.com/.
A connection with the server could not be established."

Depending on which browser you are using, you will get one of these messages if your "Secure Sockets Layer" or SSL function is not enabled on your browser. This is a security feature, allowing all information transmissions between the Home Banking server and your PC to be encrypted while traveling over the Internet. Be sure to enable all SSL functions on your browser (there are usually 2 or 3 versions of SSL to choose) and try to connect to the Home Banking server again.

Also note - Home Banking does require the use of specific browser software. Click here for browser information.

"Document contains no data" message

This message appears when a incorrect member number or account type has been entered in a "transfer to other" transaction. Double check these values to be sure they are correct and try again.

"Your financial institution is unavailable at this time" message

You've received this message when trying to sign on to Home Banking.
What's going on?

From time to time, we must take Home Banking offline for routine maintenance, software upgrades, and other testing. It's a rare occurrence and, if it is an event that can be scheduled,
we will try to do it at a low-access time.

If we know in advance that the Home Banking service will be unavailable for an extended time period, we will post a notice in advance to the Member Sign On screen. When this happens, we appreciate your patience and understanding. We'll be doing all we can to get it back on-line as quickly as possible. If Home Banking is not available, you might try calling Teller Phone at
747-9975 or 1-800-282-9975 to perform whatever transactions you'd intended to do with Home Banking. And if all else fails, feel free to call us at 343-6238 or 1-800-477-3328 from 9:30 am to 5:30 pm pacific time, Monday through Friday and we'll help in any way we can.

Invalid Page Fault messages

It sounds ominous enough: "Fatal Error." Or "Illegal Operation." Look at the details of this error message and it will confirm your suspicions - you have an "Invalid Page Fault" error with all its mysterious module references and cryptic memory addresses. The worst part is, there may be little you can do to prevent these errors while using Home Banking.

They most commonly occur when users are visiting Home Banking using Microsoft's Internet Explorer browser. If this is you, you do have a limited number of options. Upgrade to the latest version of Internet Explorer or switch to another browser. Click here for browser information.

"Access Forbidden (Secure Channel Required)" message "HTTP/1.0 403 Access Forbidden (Secure Channel Required - This virtual directory requires a browser that supports the configured encryption options.)"

If you are getting this message, check the address. You are probably trying to connect to Home Banking with http://homebank.pacificcascade.org). Type in the following, current address for Home Banking in your browser address field:

https://homebank.pacificcascade.org

(note the https prefix - this is crucial).
This should allow you to connect to the Home Banking server.

You sign on and can see the menu buttons across the top, but can't use any of them
(or can only use the Goodbye button)

Home Banking now requires browsers that support frames, a feature of browsers that allows a web page to be split into 2 or more windows. Home Banking uses 2 frames, the top one shows the menu buttons (and they always are in view and available) and the bottom frame holds the account information you requested. Click here for recommended browser information.

If you can sign on and can see the menu buttons, but can't use them, it is likely that your browser does not support frames and we recommend upgrading that browser to a higher version. If you are using Internet Explorer and have difficulties, it may be best to try Firefox.

Or you may sign on and not be able to view the menu buttons, but can see the placeholders for them. Again, you probably need an upgraded browser. Click here for recommended browser information.

No response, computer just hangs when trying to connect to Home Banking.

Can you connect to the Pacific Cascade website at www.wesaveyou.com, but not to the Home Banking website? Does your computer just hang when you click on the "Access Your Account"
link from the Home Banking page on the Pacific Cascade website?

If you are connecting to the internet from work, then you may be connecting through a firewall or proxy server. Firewalls and proxy servers are usually set up to allow you to connect to sites using the HTTP protocol. Home Banking is a secure website and uses the HTTPS protocol. If this is happening to you, contact the network administrator at your organization to determine if connections to the HTTPS protocol can be permitted.

Or, if not behind a firewall and you get the same result when trying to connect, be sure you are using one of the supported browsers. AOL users who are using an older version of AOL's software could be prevented from connecting to Home Banking. If an AOL user, be sure to use AOL's most recent software.

You performed a Home Banking transaction, but when you look in the account's transaction history, it doesn't show up.

Normally, you can perform a transaction in Home Banking, then choose "Accounts" and "View More" to see the account history of the account you just made a transaction from/to. You can visually confirm that those online transactions have been properly registered.

But there are times when your transactions affect the available balances in your accounts, but don't appear in the transaction history of those accounts.

Why? Most likely you've performed your transaction at night, in the wee hours of the morning or during the weekend. It's the way Pacific Cascade's computer system works. When you make a Home Banking transfer or issue a check, that transaction takes effect immediately and should be reflected in the available balances reported for your accounts. When the transaction occurs during normal business hours, our computer also updates the transaction histories for your accounts as well.
But in the evenings and on weekends, this last step is not performed right away - and your transactions won't be added to your histories until the morning of the next business day when we officially process weekend and overnight items. At that time they'll appear in your account transaction history pages (accessed by going to the "Accounts" page and clicking on the "View More" button of that account).

You use WebTV, and are having trouble with certain functions.

WebTV uses browser technology that is older than what this software is designed to use. There are functions (primarily transfers) that will just be unavailable to those who use WebTV. To the best of our knowledge, the software developer has no plans to make it backward-compatible.

If WebTV is your only internet access, you may be better off to use Teller Phone for handling your transactions. Alternatively, please feel free to call us and we will make transfers for you!

You press the "Goodbye" button, but you can still use the back button to see your account.

This is a browser "feature." What your browser is doing is retrieving the pages from your hard disk. This can be a concern if you are using a PC that is shared among users. To stop this:

• Update your brower. This isn't a concern with newer browsers. Click here for browser information.

• In Internet Explorer, go to View / Internet Options / Advanced / Security /
  Select "Do not save encrypted pages to disk".

• In Netscape Navigator, go to Options / Network Preferences / Cache /
  Un-check the "Allow Persistent Caching of Pages Retrieved through SSL".

You are attempting to download an account to Money, Quicken or Excel, so you press the "Download" button, and you get an odd looking screen scrolling by, or nothing happens at all.

There are a couple of reasons that the save to disk option for downloading doesn't appear. It may be because the Quicken, Money, or Excel program isn't loaded on the computer. If the program isn't there, the file won't download.

Usually, however, it's because the file type isn't loaded in Windows Explorer. To check the file type (or to load it, if it isn't there), go into Windows Explorer. Under VIEW, go to FOLDER OPTIONS. (In Windows 2000 or XP, you may have to look under TOOLS.) From there, pick the FILE TYPES tab. Look for Quicken or Money or Excel in the registered file types list. If the desired file type is ther, you can check it by pressing edit. Otherwise, poke the New Type button. Enter the file type extenstion.

• .qif - Quicken format
• .ofc - Microsoft Money
• .csv - Excel format

Once you set this up in Windows Explorer, try the download again from Home Banking.

When you click on the Pay Bills button, you get a "vendor error" message.

This usually means that we need to correct some information in your record -- Bill Pay requires certain fields, such as a phone number and a valid address. If that isn't correct in the Credit Union records, it stops your Bill Pay access. Give us a call at the credit union, and we can investigate what is wrong. Or outside of business hours, send us an e-mail with some description of what's happening, and we'll look into it and get back to you as soon as we can. Please remember, though, that the Credit Union isn't staffed at night or on week-ends, so a response is not likely until the next business day.

Another possiblity is that Bill Pay requires that you have a checking account. Because of the way some payments are processed (as checks), the active account for Bill Pay is a checking account -- regular shares won't work. If you don't have one, it won't give you access.

In Bill Pay, how do I know if the payment will be made with a check or by electronic transfer?

Well, you can't be totally sure. The Bill Pay system chooses which way to send the payment, depending on a variety of factors. But if your payee is a larger organization, and you put in your payee's name and your account number the way they appear your statement, it is more likely that the payement will go electronically.

We've had members that had difficulties with payments to EWEB. Here's the scoop for this payee! Try spelling out "&" so the payee is Eugene Water and Electric Board. Also add the dash in the account number.

Note of warning: if you are not sure whether a payment will go electronically, you may be wise to schedule the payment a few days before the due date. Certain companies, primarily credit card companies, have notes in their fine print that they can take up to five business days to process checks that come with certain conditions, for instance, without their payment coupon. To be safe in getting your payment there on time, plan ahead!

Another possiblity is that Bill Pay requires that you have a checking account. Because of the way some payments are processed (as checks), the active account for Bill Pay is a checking account -- regular shares won't work. If you don't have one, it won't give you access.