Northern Rock provides the following technical advice in good faith having successfully tested all of the suggested solutions.
To the best of our knowledge, the changes we suggest will not have any detrimental effect on the normal functionality of your PC. However due to the significant variety of equipment, software and configurations in use, Northern Rock cannot accept any responsibility for any unwanted conflicts or undesirable impact of implementing any of the suggested changes. Customers are recommended to take appropriate advice from their suppliers or technical support specific to their equipment if they are in any way concerned or unsure about the effect of any change. Northern Rock would also recommend that appropriate measures be taken to allow changes to be regressed.
- I can't print out my saved forms.
- The web site has the message "Application in process" before I've pressed the apply link.
- I've tried to log back into my account and I get the message "You are already logged onto your account".
- I have tried to access my account and I am locked out.
- I can't log onto my Northern Rock Account I get the message "Site not allowed".
- I have an Apple Mac and I can't access my Online Account.
- Application response slow in some instances.
- I have forgotten my password or User Name. What should I do?
- Contact Us.
I can't print out my saved forms
Many printing problems are related to an earlier version of Adobe Acrobat therefore you will need at least version 4 or higher. The latest version can be downloaded from the Internet www.adobe.com
TopThe web site has the message "Application in process" before I've pressed the apply link.
This may be because your Temporary Internet Files folder / cache is full. Instructions to carry out regular house keeping follows:-
Clearing Cache in Netscape:
- With Netscape on screen, select Edit and then Preferences from the top menu
- Click the + against Advanced in the Category list box on the left side of the window
- Select the Cache option
- Select both Clear Memory Cache and Clear Disk Cache from the right hand side of the Preferences window
- When this is complete, select OK
Clearing Temporary Files in Internet Explorer (Show Me)
- Close Internet Explorer and open the Windows control panel by clicking on Start, Settings and Control Panel
- Double click the Internet Options icon
- Choose the General tab in the Internet Properties window
- Click the Delete Files button in the Temporary Internet files section
- (Select 'Delete All Offline Content')
- Confirm this deletion by clicking OK in the message box.
You can adjust the percentage or the amount of temporary Internet files storage area by selecting the settings button. As a general rule, allocate between 10% and 20% of your disk space to temporary Internet files if you use the Internet regularly.
TopI've tried to log back into my account and I get the message "You are already logged onto your account".
The session window that you have described is a security feature on your account.
If you do not close your secure session via the correct navigation buttons (e.g. your Internet connection drops) a 15-minute timeout is activated. You will only be able to access your account after this timeout has cleared.
Please try again after 15 minutes.
TopI have tried to access my account and I am locked out.
If you have locked your account please contact our office immediately on (01481) 714600.
TopI can't log onto my Northern Rock Account I get the message "Site not allowed"
All Internet security settings need to be checked. Ensure that privacy is set to medium and that the Northern Rock web site is allowed on all your Security and Firewalls.
TopI have an Apple Mac and I can't access my Online Account.
Northern Rock Offshore Online has been developed to run in a secure area and in general works well on most platforms. Most Mac customers can successfully administer their accounts. Unfortunately, our Technical Help team do not have specific Mac expertise, and as a result, we are unable to include the Mac as a fully supported platform.
TopAccess to my Demand Online account is very slow.
There are a number of reasons why this behaviour can occur. Factors such as how many subscribers your Internet Service Provider has, your connectivity to the Internet and even time of day can affect the speed of transactions online. However, you may find that clearing temporary Internet files will speed up your access.
Click here for advice on how to clear temporary Internet files.
TopI have forgotten my password or user name. What should I do?
If you have forgotten your password please contact our office immediately on (01481) 714600
TopContact us.
If you are experiencing a problem please call our office on (01481) 714600
Top© Northern Rock (Guernsey) Limited 2010