INTERNET BANKING

TROUBLESHOOTING

66..11 CCoommmmoonn tt yyppeess ooff eerr rroorrss iinn RReeggiiss tt rraatt iioonn

Internet Banking customers have the option of raising complaints by way of

tickets in OnlineSBI. Of the total tickets raised those for username password

issues account for about 25%. Reasons for the complaints are:

• Attempt to register existing INB customers again in Core menus

• Registering customers for INB in dispatch mode without verifying the

address available in Customer Details menu

• Issue of preprinted kits to customers without ‘Claiming the packet’ in

Branch Admin Interface for INB.

• Issue of preprinted kits without mapping the same in the core menu

• Issue of preprinted kits but registering in core menu without input of kit

number in the field ‘Internet Banking Ref No.’

• Input of the INB access flag 02 in more than one channel box in customer

management menu

• Undoing and redoing of INB access flag in customer management menu

• Issue of multiple kits to a single CIF when customer complains of difficulty

in logging in, without analyzing the reason therefor

• Mapping of a single kit to more than one CIF

• Mapping of kit to a CIF but handing over the kit to a different customer

• Issuing kit to a customer for whom neither the CIF nor an account is

maintained at the branch

66..22 LLooggiinn IIssssuueess Problems i & ii

Username & password not received (i)

Password not received, username received (ii)

Solution:

Steps to be taken by the branch:

• Check whether 02 appears in the Access Channel

box of screen 67108 (Customer Management �

Amend � Customer Details: Miscellaneous Details)

• Check in Branch Interface 192.168.25.52 �Requests

�User A/c Details: Input any account number of the

customer to find whether the INB Registration is

effective. In case the registration is unsuccessful, the

error message displayed is “No matching user found”

If the registration is effective, then, username of the

customer is displayed

• If more than 10 days have lapsed between the

registration and the date of complaint, please effect a

Redispatch of the username and password as follows:

Branch Interface 192.168.25.52 �Requests

�Redispatch Id Pwd:

Herein, input the customer’s account number and

click ‘Go’. Customer’s name, username and address

are displayed. Two options are provided: Dispatch,

Issue Kit.

Dispatch: This option must be exercised if customer

does not visit the branch. On selecting this option,

address of the customer is made available for editing,

if required. On editing the address and confirming, the

existing username and a new password are

dispatched to the customer at the modified address.

Earlier password is overwritten by the new one

whenever the branch invokes the Redispatch id pwd

option.

• Issue Kit: When customer visits the branch, this

option must be exercised. After selecting ‘Issue Kit’,

input a new preprinted kit number and submit.

Password in this kit gets mapped to the existing

username of the customer and he can login

immediately. Username in the kit has to be ignored.

In this case, the existing username overwrites the

preprinted kit username; password in the kit

overwrites the existing password.

Problem iii)

Password received but username not received Solution:

Username of the customer can be found from Branch Interface

192.168.25.52 �Requests �User A/c Details: Input the account number.

In the response, username of the customer is displayed. The username

can then be conveyed to the customer

Problem iv: Existing INB customer forgot both username and password. Solution: INB officer has to go to Branch Interface then to Requests –User A/c Details and

check

the position and then Redispatch Id Pwd

Problem v:

Login Password forgotten Solution:

When customer forgets login password, he selects the ‘Forgot password’

option in ‘Trouble Logging In’ menu of OnlineSBI login page. If he provides

his username and profile password correctly and wants to receive a fresh

password at his registered address – INB System dispatches a fresh

password directly to the customer without branch intervention

If customer wants the fresh password to be delivered at a new address --

INB System generates a reference number and a Password request form.

Customer has to input the reference number in the form and submit the

same to his branch, duly signed.

If customer provides only his username and leaves profile password field

blank too, INB System generates a reference number and a Password

request form. Customer has to input the reference number in the form

and submit the same to his branch, duly signed.

Action to be taken by branch: Branch Interface �Requests �Reset Login/Profile Password->Key in

Reference number �Select ‘Issue Kit’ option if customer has visited the

branch; else, verify the address displayed, modify if needed and select

‘Dispatch’.

If ‘Issue kit’ is selected, password in the kit gets mapped to the existing

username and customer can login.

If 'Dispatch option’ is selected, existing username and a new password are

dispatched to the customer.

When customer does not opt for the Trouble Login mode and approaches

branch stating that he has forgotten the login password, a written request

must be obtained from him for issue of a fresh password. Under no

circumstances should a fresh password be issued without written request

of the customer.

In this case, the option ‘Requests �Redispatch id pwd’ must be used. Problem vi:

Profile password forgotten Solution:

When customer forgets profile password, he cannot change login

password or create third parties online etc. When the profile

password keyed in is incorrect, the error message displayed is

‘Profile Password is invalid’. On selecting the ‘Forgot Profile

password’ link provided in the same screen then, if he remembers his

hint question and answer to that, he can reset the profile password

himself online .

If customer does not recollect the hint question and answer, then,

system generates a reference number.

Customer notes down system generated reference number shown on

the screen, downloads the duplicate profile password request form

that is displayed to him and submits at the branch after incorporating

system-generated reference number described above.

At the Branch Interface, the INB Officer goes to the Tab Requests

�Reset Login/ Profile Password

System asks for Reference no.

(If customer has submitted the form for duplicate profile password

and not provided the Reference no. a help is provided to click and find

the reference number. If multiple reference numbers are displayed for

the same customer, please select the highest reference number

shown.) Key in the Reference number.

Confirm.

When the customer logs in the next time, he will be prompted to set up

a new profile password

66..33 PPPPKK IIssssuueess

Unable to login with the Preprinted Kit provided by branch.

Error messages shown to Preprinted Kit users on first login:

Invalid Username or Password:

“If you have received a Pre Printed Kit for Internet access, click here. Else,

use the Trouble logging in link displayed in this page to log your problem

Fig 1

Fig 2

Fig 3

Case 1: Not a PPK User still used the above troubleshooting link Error message:

‘You have not been provided with a pre printed kit for Internet access to your

accounts. If you have a username and password please try again. Else, use the

Trouble logging in link displayed in this page to log your problem’

Case 2: Kit details received, but username not mapped to accounts. Error message:

‘Your registration for Internet access is currently under process. Please try again

after 24 hours.’

Case 3:

Kit details not received Error message:

‘Your registration for Internet access is under process. Please contact your

branch.’

Reason and Solution:

Kit information not received by INB System because of one of the following

reasons

i) Branch has handed over the kit to the customer but yet to register in

B@ncs24; this can be ascertained from PP Kits –PP Kit Status;

register the customer

ii) Branch has handed over the kit to the customer but registered in

B@ncs24 leaving the Internet Banking Ref no. field (SCR: 067108)

BLANK; in this case, customer’s username can be retrieved from User

A/c Details and this kit can be used in Redispatch Id/pwd

iii) Registered with kit number; data has not been received by INB system

as found from ‘Requests�Query for CIF’. Please contact INB Project

Officer (ZO)/ Circle Admin and/or Internet Banking Dept., Corporate

Centre.

Case 4: PP Kit failed Error Message:

‘Your registration for Internet access is incomplete. Please contact your branch.’

Reason and Solution:

When INB System has received kit information but there is an error in the

process at the branch and rectification to be done by branch. (When customer

quotes this error message, branch can check in Branch Interface� PP Kits�

PP Kit Status (or) View Discrepancies and get to know the reason for failure.)

The most common reason for this problem is ‘Packet not yet claimed’

When customers have been registered for INB with PP Kits without claiming the

packet:- Branch has to claim the packet. INB system maps the kit details

received for the customer to the branch. Customer can login after an hour.

Case 5: Registration is complete, password being keyed in is wrong. Error message

‘Your registration for Internet access is complete. Please try again with a valid

username, password combination’

Reason and Solution –

Registration is in order. Customer is not keying in the password correctly.

Please remind customer that username and password are case-sensitive.

66..44 TTrraannssaacctt iioonn rree llaatteedd IIssssuueess

Problem i:

Unable to transact Solutions:

When Customer complains that he is able to login but unable to

transact, it may be because; he has not been provided

transaction rights (or) he has hidden his account himself. To find

whether an account has got transaction rights go to Branch

Interface � Requests �User A/c Details – input account number.

Rights for the account are displayed along with the username.

If it is found that according to Branch Interface – only view rights are

given but in

B@ncs24 – on enquiring from screen No 007082 – it is found that ‘All

Access Allowed’.

In case of EorS account, the right might have been given to the other

CIF number. (Provide rights to the account number with the correct CIF

number). If CIF- Account number combination is correct, then, to remove

this discrepancy we go through the following steps:

Day 1 - In B@ncs24, Deposit CC/OD –create- Account channel linkage

– Make Access rights View Only and transmit. Authorize the queue.

This results in the rights matching in both core and branch interface.

Day 2, Deposit CC/OD Accounts & Services �Create

�Account/Channel Link:

Screen No: 007082 Deposits: Create Account/Channel Linkage

Input Values – CIF no., Account No., System DEP; Channel INTER- give

transaction rights�Transmit. Queue is generated and has to be

authorized.

Day 3 - Customer can transact. Problem ii:

According to Branch Interface, customer has transaction rights. But

customer is unable to transact. Error message displayed to customer is

‘Restrictions made by branch. Please contact branch’.

Solution:

For accounts to which transaction rights were accorded before

26th Nov 07, there might be posting restriction in the account. (A

branchwise list of all such accounts has been placed in INB Support Site

10.0.11.108)

Go to Deposit CC/OD� Amend�Deposit/CC/OD. Enter account No.

and select Option 7: Posting restriction.

In the screen 007040, for Internet Banking, the following fields should have the value ‘0’.

Field No. Field description Effect

5 DEBIT OTHER TXN Can Debit the a/c online 8 CREDIT OTHER TXN Can Credit the a/c online 9 ENQUIRIES Can view the account online 14 HOLD TRANSACTION Can Debit the a/c online To remove posting restriction, change the value in the respective field

must as ‘0’ and authorize the queue. Immediately thereafter, customer

can transact.

Problem iii:

Customer has INB access; also confirmed in Branch Interface in ‘User A/c

Details’. But while authorizing the queue for giving transaction rights for

the account, error message displayed in B@ncs24 as “Customer level

access not enabled 7135”

Solution:

INB facility has been accorded at account level only in B@ncs24 - which

was possible earlier [OR] during migration to core, as a result the CIF

has not been marked with INB flag ‘02’ for access channel. To rectify:

Step 1 –Day 1: Delete the INB access for the account by Deposit CC/OD

Accounts & Services �Amend �Delete Account Channel link. Queue is

generated and has to be authorized.

Step 2 - Same day, register the CIF for INB with preprinted kit.

Step 3 – Day 2, Give transaction rights to the account as required by

customer.

Customer can start transacting on Day 3.

Problem iv:

Error message while transacting in OnlineSBI(inb)."Minor a/c transactions not permitted” Solution: For the account, the user code is 2 and hence customer is unable to transact.

Please make it as 0. Immediately after that, transacting will be possible.

66..55 PPPPFF AAccccoouunntt IIssssuueess

Problem i:

Customer wants the PPF account be seen in the same username as transaction

accounts. How to link PPF account to username?

Solution:

If the PPF account is in the same CIF, then, it can be viewed in the same

username as that of the transaction account . Else, a separate INB registration

has to be done for the CIF of the PPF account number.

Problem ii:

Customer is able to view the PPF Account number. However, on clicking to

view the balance, message always seen as ‘Please try later’

Solution:

For back-dated PPF Accounts, additional details of financial year-end balances

for the last 6 financial years have to be captured. For this purpose, the PPF

account must be amended.

a) Menu: Deposit/CC/OD Accounts & Services � Amend � Deposit/CC/OD

Account Screen\\ SCR: 007050 ‘Deposits: Change Details’ is displayed.

b) Field ‘Account Number’: enter PPF account number

c) Field Option: Select the option ‘P: Backdated PPF Details’

d) Click on ‘Transmit’.

e) Screen \\SCR: 007052 ‘Deposits: Backdated PPF Details’ is displayed along

with the Account number.

f) Filed ‘No of Financial Yr Completed’: the number of financial years that have

been completed since the PPF Account was first opened, as entered against the

field ‘Booking No’ while opening the Account is displayed.

g) Field ‘Withdrawal in Extension Period’: enter the amount eligible for withdrawal

on completion of 15 years

h) Last Six Year End Balances: The year-end balance for he last six financial

years, beginning with the immediate preceding financial year have to be filled up

against the respective year as shown below. This data is required for auto-

calculation of Withdrawal amount eligibility and Loan Amount eligibility.

Fig 4

Click on Transmit. After the queue generated is authorized, customer can view

the balance and the account statement for the PPF account.

66..66 OOtthheerr IIssssuueess

Problem i:

Customer always gets the message ‘Please try later’. On clicking the account,

the error message displayed is ‘Restricted. Please contact branch’.

Solution: The account maybe having posting Restrictions at customer CIF level: Navigate

through following menu and change appropriately

Customer Management� Create -� Posting Restriction Give CIF number and

select option Deposit or Loan �Transmit The next will be 69040 CIF: Maintain

Customer Level Posting Restrictions

Choose the option ‘9’ (Enquiries) and make it 0 to remove Restriction and

Transmit.

Problem ii: Customer used to view accounts online before the branch migrated to core. Now

he gets message ‘You do not have accounts mapped to this Internet Username.

Please contact branch’ after logging in successfully.

Solution: This means, the customer number (CIF) has not been flagged as ‘INB enabled’

when the branch migrated to core. For such a customer, in the screen 67108

(CBS) there is no 02 flag for Internet banking access channel box.

The CIF has to be registered afresh for INB. Problem iii: Customer’s account has been transferred from branch ‘A’ to Branch ‘B’.

Changes effected in core. But in OnlineSBI, branch name displayed continues to

be ‘A’

Solution:

Whenever there is a change in the home branch where the account is held, INB

gets a record from core advising the same. There are occasions when this

record is not received by INB. Hence, the branch code change is not reflected in

OnlineSBI.

Day 1 : Deposit CC/Od- amend – delete account channel linkage. By this act,

the old branch code A gets removed from INB record for this account.

Day 2: Customer cannot view this account in OnlineSBI. Please advise him that

this problem is for only a day.

Deposit CC/Od – Create – Account channel linkage and restore the prevailing

rights (View only (or) view and transact) which the account had. Authorize the

queue.

Day 3: Customer views the account in OnlineSBI with correct branch name , ie.,

‘B’.

Problem iv: Account Type in Account Statement (or) Account Description (in Account

Summary�Account Details shown in OnlineSBI) is incorrect.

Solution: Whenever there is a change in the product code of an account which determines

the description of the account type this error occurs. For customer to see the

correct description of the account in OnlineSBI:

Day 1: Deposit CC/Od- amend – delete account channel linkage. By this act, the

old product code gets removed from inb record for this account.

Day 2: Customer cannot view this account in OnlineSBI. Please advise him that

this problem is for one day only.

Deposit CC/Od – Create – Account channel linkage and restore the prevailing

rights (View only (or) view and transact) which the account had

Day 3: Customer can view the account in OnlineSBI with correct description.

Problem v: Customer has accounts in different CIFs; wants to view all accounts in single

username. How to Link the CIFs/ accounts. Can customer himself link the

accounts?

Solution:

For Security reasons, Link Accounts option in OnlineSBI has been discontinued

for customers.

At Branch level too, linking of accounts for internet banking facility is not possible.

For each CIF, a new registration has to be done and customer has to login

separately with different usernames.