[ Troubleshooting ]

Issues

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To resolve your issues quicker let's take a look at your programs.

Web Browser

Current Version

  1. What web browser are you currently using?
    • Within Internet Explorer go to:
      Help -> About Internet Explorer...
    • For Firefox click on Help -> About Firefox.
    • For Google Chrome click on the Wrench along the right side of the browser then click About Google Chrome.

Resolution

For proper functionality of CNB online banking you will want to be using the following versions or higher.
  1. Windows XP or Vista:
    • Internet Explorer 7 or 8
    • Firefox 3 & higher
    • Google Chrome 9 & higher
  2. Windows 7:
    • Internet Explorer 8 or 9
    • Firefox 3 & higher
    • Google Chrome 9 & higher

If you find that you are using a version of Internet Explorer below what is listed above please visit Windows Update (Start->All Programs->Windows Update) and install the latest version. For the other browsers click Here to update Firefox or Here for Google Chrome.

Adobe Reader

Current version

  1. What version of Adobe Reader are you using?
    • To check, open Adobe Reader by clicking on Start -> Run -> All Programs -> Adobe Reader.
    • Once Adobe Reader opens click on Help -> About Adobe Reader...

Resolution

You will need to use the following versions or above in order for the statement window to render correctly:
  1. Adobe Reader 8 (all versions)
  2. Adobe Reader 9 with the exception of 9.4.2 (see below as to why)
  3. Adobe Reader X (10) (all versions)

Citizens National Bank recommends that customers install the latest version of Adobe Reader to protect their computers against vulnerabilites that lay within prior versions of the Adobe Reader software.

CNB Online Banking

How do I sign up for CNB Online Banking?

Resolution

There is a New User Sign Up button directly below our Logo in the top-left corner of the CNB Online Banking homepage. This will take you to the Service Agreement and walk you through the process of setting up an account.

online banking
Alternatively you can click on the New User Sign Up link located on our website www.cnbohio.com homepage under Online Banking Login.

You can also click here to go directly to the agreement and start the sign up process.

How do I sign up for CNB Bill Payment?

Issue

I want to sign up for CNB Bill Payment but can't seem to find the correct link to sign up.

Resolution

Sign into your CNB Online Banking account and do the following:
  1. Click on Account List and choose your primary checking account.
  2. Then click on the yellow button labeled "CNB Bill Payment".


  3. After reading through the terms and conditions press the accept button at the bottom of the page.
  4. You should be directed to your personal Bill Payment page.
I have to scroll left and right to see my statement information.

Issue

When trying to view your account information on the CNB Online Banking site you excessively need to scroll left and right in order to view all of your account information.

Resolution

The minimum resolution to be able to view everything clearly is 1024x768. To adjust the resolution do the following:
For Windows XP:
  1. Right click on the desktop and choose Properties.
  2. Click on the Settings tab.
  3. Under Screen Resolution take the slider and move it to a minimum of 1024x768.
For Windows Vista & 7:
  1. Right click on the desktop and choose Screen Resolution
  2. Click on the drop down next to Resolution (2nd option) and use the slider to adjust your resolution to a minimum of 1024x768.

I have forgotten my CNB Online Banking password.

Resolution

Click the Forgot Password link located on the CNB Online Banking login page or contact a customer service representative at your nearest CNB office. Click here for location information or click here to send us a secure message and we will contact you.

I entered my password incorrectly several times and am unable to get signed into CNB online banking.

Resolution

Click the Forgot Password link located on the CNB online banking login page. A temporary password will be emailed to you. If your CNB Online Banking account has been disabled you will need to contact a customer service representative at your nearest CNB branch. Click here for location information or click here to send us a secure message and we will contact you.

I'm having trouble finding my online statements.

Issue

I tried to open previous statements under Documents in Online Banking and received the following error message "0 - No Documents Available". What should I do?

Resolution

Try clicking Checking Acct Stmt w/ Images under Document Types. If your checking account statement provides images of your checks it will be located here.

When I click on the CNB Online Banking login, I don't see the login screen and it gives an Error on the Page, what should I do?

Resolution

Check the following:
  1. Make sure that you are using the most up to date web browser available. (If you're unsure how to do this, refer to the section titled Web Browser under "To resolve your issues quicker...".)
  2. Within Internet Explorer go into Internet Options (Tools -> Internet Options).
  3. On the General tab under Browsing history click Delete... and Delete again to clear the cookies and temporary internet files.
  4. Finally type the web address, www.cnbohio.com, in the web browser vs. using a favorite.
There are instances where CNB's online banking page might be down due to outages or maintenance and this screen will appear in your browser. You should contact your nearest branch to see when service will be restored.

One of my accounts is not listed in my summary of accounts.

Resolution

Please contact your nearest CNB office and we will ensure that all of your accounts are correctly linked to your online banking account. Click here for location information.

Note: You MUST be an owner on the account to view its information.

I do not see anything in the Document Search window when I try to view my statement(s).

Issue

When I try to view my statements in CNB Online Banking I do not see any options.

Resolution

In the upper right hand corner of the Document Search window check to see you if have a Plus(+) or Minus(-)sign showing.
  1. If a Plus(+) is showing then the search options have been hidden. Click on the Plus(+) and the options should drop down.
  2. If the Minus(-) is showing and you do not see any options there may be another issue occuring. Please check the topic labeled "Internet Explorer: Not Displaying Document Types" in the Online Banking Technical Topics section which can be found in the drop down at the top of the page.

I want to view CNB Online Banking with my mobile device, but I can't get logged in.

Resolution

We offer both browser-based and a downloadable app for mobile banking. To enroll, login to Online Banking. Click the Options tab. Under Mobile Banking Profile, choose Manage Devices. From here you will be able to designate which mobile device you'd like to activate and elect to receive a link to browser-based, download an app, access balances via text or receive account alerts. Simply choose Change My Mobile Banking Services from the dropdown menu.

CNB E-statements

I'm not sure what my password is for my monthly e-statement from CNB.
Please contact your local branch and a customer service representative will be able to assist you with your password.

Adobe Reader Issues

PDF statement does not display in web browser

Issue

My statement does not display when I access it through Online Banking.

Resolution

  1. Do you have Adobe Reader installed? If not you can get it by clicking on the following link: http://get.adobe.com/reader
  2. After getting Adobe Reader installed or if you already have it installed close all open Internet Explorer (or alternate browser) windows before proceeding.
  3. Open Adobe Reader and go to Edit -> Preferences -> Internet.
    • Make sure Display PDF in browser is checked and all other options are unchecked.
    • Close Adobe Reader.
  4. Now try viewing your statement again.

PDF is displaying too large and is hard to read within CNB Online Banking

Issue

When I try to view my statement through CNB online banking I constantly have to scroll left and right along with up and down to be able to view my statement.

Resolution

Changing your Zoom level within the Prefences of Adobe Reader will alleviate this issue. You can do this by doing the following:
  1. Open Adobe Reader (Start -> All Programs -> Adobe Reader)
  2. Go to Edit -> Preferences
  3. Under Categories choose Page Display
  4. Under Default Layout and Zoom change the Zoom option from Automatic to 100%.
  5. Now try to view your statement again.

If you are still having issues please try adjusting the zoom level again or you can adjust your screen resolution to a larger size (see "I have to scroll left and right to see my statement information" under Online Banking Basic Topics).

Adobe Reader's toolbar is not displaying on my statement

Issue

I am not seeing the toolbar along the top of the statement to be able to save or print my statement.

Resolution

Open Adober Reader (Start -> All Programs -> Adobe Reader) and do the following:
  1. Click on Edit -> Preferences -> Internet.
  2. Make sure Display in Read Mode by Default is unchecked.

Adobe Reader's toolbar is not displaying on statement (version 10.1)

Issue

I am not seeing the toolbar along the top of my statement to be able to save or print my statement after I have updated to version 10.1.0 or higher.

Resolution

This is a known bug within version 10.1. The only way to fix it at this time is to press the F8 key each time you open a statement. It affects Reader X 10.1 and Acrobat X 10.1 (the latter running in Protected View or not). Changing your preferences has no effect.
Reader version 9.4.2

Issue

  1. Users may be prompted to save their account statements to their workstation instead of viewing the documents online.
  2. A message may be displayed in the information menu bar at the top of the browser page stating the file is blocked by the Internet site. Once a user chooses to download the statement, the "Transactions did Not Complete for the followings Reason(s)" security error is displayed on the page and consumers and corporate clients are unable to view their statements.

Resolution

If you are receiving this error message, please check your version of Adobe Reader (see Adobe Reader under "To resolve your issues..." for instructions) and if you have version 9.4.2, you will need to upgrade to the latest version of Adobe Reader to correct this issue.

Click here to download the most recent version of Adobe Reader

Browser Issues

Chrome: Printing CNB E-statements

Issue

I am using Google Chrome and am unable to print my CNB online statement.

Resolution

  1. Right click on your PDF statement.
  2. Select the option Open frame in new tab (PDF will open in a new tab)
  3. Right click on the PDF and select Print.

Chrome: Unable to view my statement

Issue

I am trying to view my monthly statement within Google Chrome but it will not load.

Workaround

  1. Type about:plugins into your address bar. That will open the plugins page.

  2. Now click Enable in the section for Adobe Acrobat (You will see this if you have Adobe Reader installed on your computer). The box for Chrome PDF Viewer should gray itself out and say Enable.

  3. Finally go back to your online banking page and try to open a statement.
Chrome: Clearing the browsing data

Issue

I am having issues viewing cnbohio or setting online banking MFA to a personal setting.

Resolution

  1. Within Google Chrome open click on the wrench next to the address bar.
  2. After the Options page opens click on Under the Hood
  3. Click Clear browsing data... under the Privacy section.
  4. Under "Obliterate the following items from:" make sure the beginning of time is selected.
  5. Click Clear browsing data
  6. Now try again
Firefox: The homepage is not showing up when I go to www.cnbohio.com

Issue

The homepage is not showing up when I go to www.cnbohio.com.

Resolution

Try entering cnbohio.com and not www.cnbohio.com. If you are still unable to access our site, from Firefox click on:
  1. Tools -> Options
    2. (For version 4.0+ click on the Firefox button -> Options)
  2. Click on Privacy and then the link clear all current history.
  3. Click the option to Clear Now.
  4. Try visiting www.cnbohio.com again.

Firefox: Clearing the History, Cookies, and other information

Issue

The homepage is not showing up when I go to www.cnbohio.com or my MFA questions keep coming up when I select personal PC.

Resolution

Try entering cnbohio.com and not www.cnbohio.com. If you are still unable to access our site, from Firefox click on:
  1. Tools -> Options
    2. (For version 4.0+ click on the Firefox button -> Options)
  2. Click on Privacy and then the link clear all current history.
  3. Make sure Everything is selected in the drop down.
  4. Click on the drop down next to Details and make sure all options are selected.
  5. Click the option to Clear Now.
  6. Try visiting www.cnbohio.com again. Or try setting your online banking MFA to personal again.
Internet Explorer: Add CNB Online Banking address to Trusted Sites

Resolution

  1. Within Internet Explorer click on Tools -> Internet Options.
  2. Click on the Security tab.
  3. Click on Trusted Sites (3rd option from the left)
    • Click on Sites and add the page listed (should be similar to "https://web3.secureinternetbank.com").

    • Under Security level for this zone click on the Default level.
  4. Click OK to go back to the CNB Online Banking homepage.
  5. Sign into online banking and try pulling up the statement.

Internet Explorer: Opening a CNB Online Banking statement crashes the browser or tab

Issue

When I click on a months statement Internet Explorer (or a tab) crashes and exclaims that it has recovered from an error.

Resolution

To fix this issue do the following:
  1. Within Internet Explorer go to Tools -> Internet Options -> Advanced tab
  2. Scroll Down to Browsing and find the entry titled "Enable third-party browser extensions" and uncheck it.
  3. Press OK to close out of Internet Options. Now close and reopen Internet Explorer.
  4. Try viewing the statement again.

Internet Explorer: Not Displaying Document Types

Issue

The options to select an Account or Document Type is not displaying on my page.

Resolution

Within Internet Explorer:
  1. Go to Tools -> Internet Options -> Advanced Tab
  2. Click on Reset. A window will come up asking to confirm Reset.

  3. Click Reset and then OK to exit Internet Options.

Internet Explorer: Not saving my Security Challenge information.

Issue

I choose the option to register my home computer as a personal computer but my browser doesn't save my choice. In turn I have to answer the security questions every time I sign into CNB online banking.

Resolution

Please do the following and then try registering your computer again.
  1. Start by clearing the cookies.
    • Within Internet Explorer choose Tools -> Internet Options. With the General tab selected click on Delete (under Browsing history), uncheck Preserve Favorites website data (if you are using IE 8), then click on Delete again.
  2. Now go to online banking and set your MFA status as personal and log all the way into the account. You need to get to the point where you see your account list.
  3. Close ALL Internet Explorer windows. (That goes for any other websites that you have open. We are now going to double check that it worked!)
  4. Finally reopen Internet Explorer and sign in to your online banking account. You should only be asked for your account ID and your password.

* Refer to Firefox: Clearing the History, Cookies, and other information for instructions on how to do this for the Firefox Browser.
* Refer to Chrome: Clearing the browsing data for instructions on how to do this for the Chrome Browser.

Internet Explorer: Security warning displays after choosing Document Type

Issue

The customer is trying to view their statement but receive a gold security warning after choosing the Document Type.

Resolution

Please refer to Reader version 9.4.2 above for solution.

Internet Explorer: 9

Issue

Online Banking & Online for Business: Basic functionality testing has revealed that display issues can occur when Internet Explorer 9 is used.

Resolution

Online Banking and Online for Business: Enabling Compatibility View on workstations alleviates the display issues. For more details on enabling Compatibility View, refer to the Microsoft Support article http://support.microsoft.com/kb/956197.

* NEW *Internet Explorer: 10

Information

Online Banking and Online for Business are supported using Internet Explorer 10 on Windows 8. These applications work as expected with very few cosmetic differences. The applications function when Internet Explorer 10 is launched from either the new Windows 8 user interface view or the desktop view.

November 08, 2012

Still having issues?
None of the above topics has helped resolve my issue.

Resolution

If you have worked through this entire troubleshooting guide and are still experiencing problems with CNB Online Banking please contact your local branch or fill out the Contact Us Form and a representative from Citizens will contact you to further assist you.