We relocated our website hosting to a new data center on March 30th.  Since this move, some members with DSL or Cable Modems have experienced difficulty in accessing online banking.  Symptoms include:

• Logging in and not being able to access any subsequent pages, such as transaction history. 
• Not being able to proceed past a challenge question.
• The progress bar may move, but the page never loads.
• You may receive a "Page Cannot Be Displayed" error.

After working with several members who have experienced this issue, we have isolated the issue to their personal router, including Linksys, Netgear, and other brands.  The router is storing incorrect / outdated information about our site in its routing tables and DNS cache. 

To verify if your router is causing the issue:  Instead of plugging your computer's network connection into the router, you can plug it directly into your DSL or Cable Modem and then reboot your computer.  If you are able to access the site without using the router, then this means the router is the problem. 

Since there are many different brands and models of routers, there is not one solution that will work for every router.  Below are some general troubleshooting steps that you may try.

Step 1:  Unplug the router for 60 seconds, and then plug it back in.  If this does not fix the issue, proceed to step 2.

Step 2: Complete a full reset on the router.  Most routers have a small reset button on them (typically on the back or bottom).  With the power on, hold in the reset button for 30 seconds, which should reset the router to factory condition.  You may need to follow your router's initial setup instructions to reconfigure your connection.   If this does not fix the issue, you may consider step 3.

Step 3: Upgrade the firmware on your router to the latest version.  This is a more drastic step and is recommended for advanced users only. 

Linksys Routers: We have spoken with Linksys, and they have verified that this should fix the issue for Linksys routers.  Click here to access the Linksys Technical Support website.  Enter your model number.  In the Related Articles section is a link to "Upgrading the Linksys Router's Firmware."  Follow the step by step instructions in this article to upgrade the firmware.   If you encounter difficulty or have any questions, you may contact Linksys Technical Support at 1-800-326-7114.

Other brands: If your router is not from Linksys, you will have to follow the instructions on your manufacturer's support site or contact their support phone number to get information on upgrading your router's firmware.