ONLINE HELP INDEX

GENERAL INFORMATION

 About Security
Determining Your Browser Version
About Cookies
Minimum Browser Requirements for Internet Banking
     Internet Explorer 5.0 Settings
     Internet Explorer 5.5 Settings
     Internet Explorer 6.0 Settings
     America Online Settings
     Netscape Settings
Unable to Log-on to Internet Banking
Downloading Files to Financial Software
     Importing into Money 2000

TROUBLESHOOTING

 Error Messages

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ABOUT SECURITY

Security refers to preventing unauthorized access to a computer system or network. SunLink, Sunmark's Online Banking, uses several layers of technology to prevent unauthorized users from gaining access to the internal network. Banking security professionals manage a sophisticated networking architecture that includes screening routers, filtering routers, and firewalls.
Sunmark's SunLink or "Online Banking" is our term for accessing your account information over the Internet.
SunLink uses software from Netscape® Communications that incorporate full data encryption to ensure the security and privacy of transactions. As a further security measure, SunLink utilizes its Internet server as a firewall, thereby preventing customer data from being directly accessed via the Internet.
The SunLink section is automatically secured/encrypted, but the rest of the Web site can be accessed as unsecure. To see at a glance if a session is secure:
  • Check the key icon at the lower-left corner of Netscape's screen. If it is intact and a blue line appears at the top of the screen, all messages are secure.

  • Check if there is an "s" after the "http" in the URL. The "s" after the "http" denotes that the page is secure.
If using Microsoft® Internet Explorer, and the image of a lock is displayed, the lock indicates the site is secure. 
WARNING: If the icon appears as a picture of a broken key or a broken lock, encryption is not in use and the current session is not secure.
To ensure security, we recommend the following:
Never reveal your password or PIN**.
**Password refers to your telephone access password that you selected when you signed up for SunLink. If you have questions about which number to use to access Online Banking for the first time, contact Sunmark's Telephone Access Center at 866-SUNMARK.
IMPORTANT: Some browsers allow you to enable a function to require passwords for specific sites or certifications. In that instance, you should enter the password for the browser. We recommend that you opt NOT to have your browser "remember" your SunLink password.
Passwords are case sensitive. Mixing uppercase and lowercase letters is permitted.
You can change your SunLink password under User Options at any time. It is recommended that you change your password every six months.
WARNING: Financial institutions do not have access to your password. In the case of a forgotten password, contact Sunmark's Telephone Access Center at 866-Sunmark and ask to have your Internet Account Access for Online Banking reset.

ABOUT COOKIES

SunLink uses a kind of cookie known as a session cookie, a non-persistent cookie, or a pre-expired cookie. These cookies are placed temporarily and are never stored to the user's computer memory. Instead, these pre-expired cookies are used as part of the stringent security measures in the Internet Banking product. As the end user navigates through Internet Banking a pre-expired cookie is set each time a page is viewed. Because the HTML page they are viewing is not "cached", it must always be re-retrieved from the server.

The pre-expired cookies keep the session alive until the end user logs out properly or times out of Online Banking. Once this occurs, the end user must login with their User ID and Password to gain access again. This ensures that another user using the same computer cannot access the previous session.

Remember: Use the Sign Off icon to end a Online Banking session. This will expire all the cookies that were set in your session. Do not use the Back key.
IMPORTANT: If you do not exit the browser, the browser will allow you to use the Back key to get back into your Online Banking session should you wish to explore another site.
The amount of time you can remain inactive before being automatically logged out of Online Banking can be set under User Options. 
WARNING: For your own security, keep this time setting as short as possible.
It is recommended that you balance your account at least once a month so that any discrepancies can be reported in a timely manner. 


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DETERMINING YOUR BROWSER
VERSION

In Netscape®:
  1. Click on Help.
  2. Click on About Netscape® Communicator.
  3. Click here to upgrade to a newer version of Netscape now!
In Microsoft® Internet Explorer:
  1. Click on Help.
  2. Click on About Microsoft® Internet Explorer.
  3. Click here to upgrade to a newer version of Explorer now!
In America Online's Web Browser:
  1. Click on Help.
  2. Click on About America Online.

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MINIMUM BROWSER REQUIREMENTS
FOR INTERNET BANKING

Operating System Supported Browsers
Microsoft© Windows 98,
Microsoft© Windows NT 4.0
Microsoft© Windows 2000
Microsoft© Windows XP
Microsoft© Windows ME
 Microsoft© Internet Explorer 5.5
Microsoft© Internet Explorer 6.0
Netscape© Navigator 7.0
Netscape© Navigator 5.0
Netscape© Navigator 4.7
America Online© 8.0
America Online© 7.0
America Online© 6.0
iMac Operating System Microsoft© Internet Explorer 5.0
Netscape© Navigator 4.7
America Online© 5.0
Web TV Not Supported on Any Version


Be sure to select a supported version when downloading at the following locations:

Microsoft©Internet Explorer Download:
http://www.microsoft.com/windows/ie/default.asp


Netscape© Navigator Download:
http://wp.netscape.com/download/


America Online© Download:
http://www.aol.com or AOL Keyword: upgrade
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Internet Explorer 5.0 Settings

Browser Settings:
  1. Click on Tools.
  2. Select Internet Options.
  3. Click on the tab marked "ADVANCE".
  4. To enable Java under Java VM make sure Java JIT compiler enabled checkbox is selected.
  5. Under Security make sure the checkbox for "Do not save encrypted pages to disk" is blank.
  6. Click on the tab marked "SECURITY".
  7. Click on the button marked "CUSTOM LEVEL".
  8. Under Java make sure the radio button is set to Medium Safety.
  9. Under Scripting of Java applets make sure the radio button is set to Enable.
  10. Under Cookies: Allow per-session cookies (not stored) make sure the radio button is set to Enable.
  11. Under Cookies: Allow cookies that are store on your computer make sure the radio button is set to Enable.
  12. Click on OK until exited completely from options.

Deleting Temporary Internet Files:
  1. Click on TOOLS.
  2. Select Internet OPTIONS.
  3. Under the heading Temporary Internet Files click on the button DELETE FILES.
  4. Click on OK until exited completely from options.

Deleting Cookies:
  1. Double-click on the C: drive.
  2. Double-click on the WINDOWS folder.
  3. Double-click on the COOKIES folder.
  4. Click on EDIT.
  5. Click on SELECT ALL.
  6. Click on DELETE.

Removing Saved Passwords:
  1. Click on TOOLS.
  2. Select Internet OPTIONS.
  3. Click on the tab marked "CONTENT".
  4. Click on the button marked "AUTOCOMPLETE".
  5. Click on the button marked "CLEAR PASSWORDS".
  6. Click on OK until exited completely from options.
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Internet Explorer 5.5 Settings

Browser Settings:
  1. Click on Tools.
  2. Select Internet Options.
  3. Click on the tab marked "ADVANCE".
  4. To enable Java under Java VM make sure Java JIT compiler enabled checkbox is selected.
  5. Under Security make sure the checkbox for "Do not save encrypted pages to disk" is blank.
  6. Click on the tab marked "SECURITY".
  7. Click on the button marked "CUSTOM LEVEL".
  8. Under Java make sure the radio button is set to Medium Safety.
  9. Under Scripting of Java applets make sure the radio button is set to Enable.
  10. Under Cookies: Allow per-session cookies (not stored) make sure the radio button is set to Enable.
  11. Under Cookies: Allow cookies that are store on your computer make sure the radio button is set to Enable.
  12. Click on OK until exited completely from options.

Deleting Temporary Internet Files:
  1. Click on TOOLS.
  2. Select Internet OPTIONS.
  3. Under the heading Temporary Internet Files click on the button DELETE FILES.
  4. Click on OK until exited completely from options.

Deleting Cookies
  1. Double-click on the C: drive.
  2. Double-click on the WINDOWS folder.
  3. Double-click on the COOKIES folder.
  4. Click on EDIT.
  5. Click on SELECT ALL.
  6. Click on DELETE.
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Internet Explorer 6.0 Settings

Browser Settings

Cookies
  1. Click on TOOLS.
  2. Select INTERNET OPTIONS.
  3. Click the PRIVACY tab.
  4. Click on the ADVANCED tab.
    1. Put a check mark next to "Override Automatic Cookie Handling".
    2. Select ACCEPT for "First-Party Cookies" and "Third Party Cookies".
    3. Put a check mark next to "Always Allow Session Cookies".


Security
  1. Click on TOOLS.
  2. Select INTERNET OPTIONS.
  3. Click on the SECURITY tab.
    1. Set the Security Level for the Internet Zone to MEDIUM.
    2. Click on the PRIVACY tab.
    3. Set the Privacy Setting to MEDIUM.
  4. Click OK and then click on the button marked "Custom Level"
    1. Under Java Permissions make sure the radio button is set to Medium Safety.
    2. Under Scripting of Java Applets make sure the radio button is set to ENABLE.
    3. Under Cookies: Allow per-session cookies (not stored) make sure the radio button is set to Enable.
    4. Under Cookies: Allow cookies that are store on your computer make sure the radio button is set to Enable.
  5. Click OK and go to the ADVANCED tab.
    1. Under The Microsoft VM section, check the box next to "JIT compiler for virtual machine enabled (requires restart)"
    2. Under Security make sure the checkbox for "Do not save encrypted pages to disk" is blank.
    3. Under the Security Section, check "Use SSL 2.0 and SSL 3.0".
  6. Click on OK until exited completely from options.


Deleting All Temporary Internet Files:
  1. Click on TOOLS.
  2. Select Internet OPTIONS.
  3. Under the heading Temporary Internet Files click on the button DELETE FILES.
  4. Click on OK until exited completely from options.


Deleting Cookies Only:
  1. Click on TOOLS.
  2. Select Internet OPTIONS.
  3. Under the heading Temporary Internet Files click on the button DELETE COOKIES.
  4. Click on OK until exited completely from options.
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America Online Settings

Clearing the Cache
  1. On the Settings menu on the AOL toolbar, click Preferences.
  2. In the Organization section of the Preferences window, click Internet Properties (WWW).
  3. In the Temporary Internet Files section, click Delete Files.
  4. Click OK.

Enabling JavaScript (This is done from your Desktop, not inside the browser)
  1. Click on Start.
  2. Click on Settings.
  3. Choose Control Panel.
  4. Click on the "INTERNET" icon.
  5. Click on the tab marked "ADVANCED".
  6. Under Security make sure the checkbox for "Do not save encrypted pages to disk" is blank.
  7. Under Cookies make sure the radio button is set to Always accept cookies.
  8. To enable Java under Java VM make sure Java JIT compiler enabled checkbox is selected.
  9. Click on OK until you're back out of the options menu.
Browser Settings
The AOL browser, including AOL 7.0, does not require any special configuration to work with Internet Banking. It should be set with default (installed) settings. Also, if your AOL Browser does not support Internet Banking, you can also connect to AOL, then launch another browsers, such as Internet Explorer 6.0 to access Internet Banking.


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Netscape Settings

Browser Settings
  1. Click on EDIT.
  2. Select PREFERENCES.
  3. Double click on ADVANCE.
  4. Make sure the checkbox for ENABLE JAVA and ENABLE JAVASCRIPT are selected.
  5. Make sure the radio button box for ACCEPT ALL COOKIES is selected.
  6. Click on OK until exited completely from preferences.

Deleting Cache
  1. Click on EDIT.
  2. Select PREFERENCES.
  3. Double click on ADVANCE.
  4. Click on CACHE.
  5. Click on the button marked CLEAR MEMORY CACHE.
  6. Click on OK.
  7. Click on the button marked CLEAR DISK CACHE.
  8. Click on OK.
  9. Click on OK until exited completely from preferences.

Deleting Cookies
  1. From your Windows Start Menu, go to the FIND option.
  2. Click on FILES OR FOLDERS
  3. Type cookies.txt in the Name field. Click on FIND NOW.
  4. A file named cookies.txt file in the Netscape folder will appear.
  5. Delete the file.
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UNABLE TO LOG-ON TO
SunLink

If you can view the other areas of our Web site, but are unable to access Internet Banking, it may indicate a problem accessing all secured Web sites. Both your browser and Internet service provider must support secured sites.
This Web site is designed for Netscape® 4.51 or greater or Microsoft ® Internet Explorer 4.0 or greater or Macintosh. Using other browsers may cause the Web pages to appear misaligned and prevent access to Internet Banking.
IMPORTANT: It is highly recommended that the newer browsers be used to access Internet Banking.
If you are using one of the browsers mentioned above and are still experiencing a problem, , the problem may lie with the Internet service provider. This is particularly common with employer-based access to the Internet. Your employer may have firewalls, proxy servers, or other equipment that may prevent access to secured sites.
Contact your company's Data Processing Department regarding the problem or try to access Online Banking from another location.
IMPORTANT: When reporting problems to Sunmark, have as much information ready as possible (e.g., browser version, etc.).
Receiving the following message after logging in successfully will stop all further processing and/or access to any portion of Internet Banking during this session:
"Internet Account Access Session Error."
Return to the log-in screen to start a new session. This error indicates that you did not accept one or more cookies. In order to enter the secured encrypted site you must accept the cookies. Since there are several within Online Account Access, it is suggested that you disable the cookie alert within your browser while viewing account information.
IMPORTANT: If you are prompted with a dialog box that asks you to re-enter your password, (after initially entering your member number and Internet Banking password), your browser may not support JavaScriptTM, or JavaScriptTM may not be enabled. An upgrade to Netscape® 4.51 or greater or Microsoft® Internet Explorer 4.0 or greater may be necessary.
Go to Microsoft's Web site to download Internet Explorer or to Netscape's Web site to download Communicator. If you already have one of these browsers, the "Enable JavaScript" function may be disabled.
To enable JavaScriptTM in Netscape ® Communicator 4.51 & up:
  1. From the Edit menu, select Preferences.
  2. Click on Advanced
  3. Verify that the "Enable JavaScript" checkbox is selected.
To enable JavaScriptTM in Microsoft ® Internet Explorer 4.0:
  1. Click on View.
  2. Click on Internet Options.
  3. Click on Security.
  4. Click on the Enable Java programs checkbox.
  5. Click on the Advanced tab.
  6. Click on the Enable Java JIT Compiler.
To enable JavaScriptTM in Microsoft ® Internet Explorer 5.0:
  1. From the Tools menu, click on Internet Options.
  2. Click on the "ADVANCED" tab.
  3. To enable Java, verify that the Enable Java and Enable JavaScript boxes are selected.
  4. Click on the tab marked "SECURITY".
  5. Click on the button marked "CUSTOM LEVEL".
  6. Under Java make sure the radio button is set to Medium Safety.
  7. Under Scripting of Java applets make sure the radio button is set to Enable.
  8. Under Cookies: Allow per-session cookies (not stored) make sure the radio button is set to Enable.
  9. Under Cookies: Allow cookies that are stored on your computer make sure the radio button is set to Enable.
  10. Click on OK until exited completely from options.



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DOWNLOADING FILES TO
FINANCIAL SOFTWARE

To search for help with Quicken, visit the Intuit web site at http://www.intuit.com/support/

To search for help with Microsoft Money, visit http://www.microsoft.com/money/default.htm.


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Importing to Money 2000

  1. Go to Account Access and click on Export.
  2. Choose the source account and the date range you wish to download.
  3. Choose Money OFC as the export format.
  4. A screen will pop up. You want to choose "Save it to disk"
  5. Choose the location to save and create a name for the downloaded file. Then click Save.

    NOTE: Remember where you save this file on your PC.

  6. To import the file, open Money 2000.
  7. Click on "File"
  8. Then Click on "Import"
  9. Now, you need to locate where you saved the downloaded file. To do this, click on the file. When you do this, the file should appear on the bottom where it says "File Name:"
  10. Then click on import. *

    * If you receive an error that states that the file format is invalid, follow these steps:

    1. Go to the Windows Start Menu (lower left hand corner of your desktop).
    2. Click on "Programs", then go to "Accessories", and then click on "Notepad". This will open up a blank document.
    3. Click on "File" and click on "Open".
    4. Now, locate the downloaded file. Make sure that the "File Type" selected is "All Files."
    5. Click on the file and then on "Open."
    6. The 7th Row of data will have the name and then a list of numbers next to it.
    7. Delete the last number in this row of numbers.
    8. Close the page and save it to the same name. It will ask you if you want to replace the existing file with the same name. Choose Yes. Continue with step 6.

If this does not remedy the problem, contact Customer Service.


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ERROR MESSAGES

Error Messages - To show Sunmark the exact error message that you are receiving, display the error message on your screen then press ALT+Print Screen on your computer's keyboard. This will transfer the image to your clipboard. Open your Word Processor and paste the selection. You can save this file and e-mail it to your financial institution for support.

When experiencing an error message, try the following steps before contacting your financial institution:

1. Close the browser.
2. Retry.
3. Delete the Cache, Reload, or Refresh.


After trying this and you still continue to receive the error message, contact your financial institution.



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BACK TO SIGN-ON SCREEN