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State Bank

The State Bank Group Online Banking Services

Troubleshooting Q & A

You may contact a customer service representative at the State Bank Group to assist you with your online banking experience, setting up the online banking services, or to answer questions about your transactions or the service.  Please contact Customer Service at 815-728-8000 during our normal banking hours or use the message service to securely communicate with a bank customer service representative.  Bill payment support is provided through Checkfree and is available within that respective service site.  Debit card resources are available through our bank website, or you may access our after-hours support messages by calling 815-728-8000 (follow prompts) or source for support information located on the bank of your debit card. 

When I sign in, I am immediately presented with an ALERT screen saying I have performed an illegal activity.

Recommendation:
This is most commonly caused by your browser not being configured to accept cookies.

You should be aware that Internet Banking depends on cookies to verify your identity after signing in. If you've disabled cookies from within your browser, or if you are running third-party software that intercepts or deletes cookies, you will not be able to use Internet Banking to manage your accounts.

With Microsoft Internet Explorer, you have the option of ordering your browser to disable all cookie use, to accept all cookies, or to alert you every time a cookie is offered. Then you can decide whether to accept one or not.

If you have your cookies disabled, you will be presented with an ALERT page whenever you attempt to Sign-in to Internet Banking.

If you chose to be prompted every time a cookie is offered, you will get a number of dialog boxes after signing in asking whether you want to accept the cookie. If you answer yes to these dialog boxes, you will be allowed to use the system. If you answer no to any of these dialog boxes, you will be presented with the ALERT page.

Changing how your browser deals with Cookies

In Internet Explorer 11.0 (It is recommended you use the most recent version of Internet Explorer or the browser of your choosing:

1.      On the Tools menu, click Internet Options

2.      Click the Privacy tab

3.      Select the Advance… button

4.      Click On Override Automatic Cookie Handling and Always allow Session Cookies

5.      Click OK and OK to accept the new settings.

In Firefox:

1.      On the Tools menu, click on Options

2.      Select Privacy.

3.      Make sure there is a check mark next to "Accept third party cookies"

4.      Click OK

The State Bank Group Internet Banking system, I am occasionally presented with an ALERT screen.

Recommendation:
Internet Banking will automatically sign you out if you have remained idle for a period of time. This is done in case you have forgotten to sign-off of the system. If you are idle on a particular page for a while, the system may interpret this to mean that you have left the system and will subsequently sign you off. When you then request your next page, you will be presented with the ALERT screen and you will need to sign back on again.

If you have not been idle for any period of time and you receive the ALERT screen, this may be caused by your browser's cookies configuration (see the previous problem).

 

What are Cookies?

Recommendation:
Cookies are small text files on your system, used for keeping track of settings or data for a particular Web site. Because the servers that receive your requests for Web pages have no way of knowing specifically who is making a request, they have no way of storing settings for specific users or changing the page they send based on choices a user has made on another page.

Cookies solve this problem by saving settings on your (the user's) system. When your browser requests a page, it sends the settings that apply to that page along with the request. Because your browser will send back only the settings to the server that originally created them, cookies are a very secure way of maintaining data that is specific to a particular user.

Cookies can be temporary or permanent. Your browser keeps track of temporary cookies as long as it is running, but deletes them when it is shut down. Temporary cookies are used to pass information between Web pages during a single visit. (Online Banker uses this method.)

Your browser saves permanent cookies as tiny files on your system to maintain settings or data between multiple visits. "Permanent" cookies are actually set to expire at some time in the future (commonly between 30 days and a year from their creation date), and are automatically deleted from your system at that time.

Cookies are currently the only way to save personal choices between visits to a Web page without having to log on each time you come to the page.

Cookie Concerns

Although disabling cookies for your browser is an option, it's intended for a small minority of people with extreme security or privacy concerns. If you choose it, you give up a lot of convenience in exchange for a small amount of perceived privacy.

For example, with or without cookies, it is currently possible for the creators of a Web site you visit to keep track of such things as the following:

·         The address of the page that contained the link that brought you to their site

·         All the pages you visit on their site

·         Choices you made on forms on their site

·         What browser you are using

·         Extensions you might have added to your browser

·         The operating system you are using

·         The time your system clock is set to

·         The absolute address(IP address) of the server that connects you to the Internet

The only thing cookies add is the ability to keep track of this type of information over multiple visits, thereby allowing the creators of the Web site to build a more precise profile of a particular visitor's preferences.

But the creators of a Web site do not have access to personal information such as your name or your e-mail address unless you specifically give it to them. Therefore they have no way of matching any data they might have gathered with a specific user.

The only information available to a Web site that comes close to identifying you specifically is the IP address, but most Internet servers provide connections for multiple users, and each user is usually assigned a new IP address randomly each time they log on.