Troubleshooting

The following issues have been identified in the NAB Internet Banking service. To assist in your Internet Banking experience, NAB has provided the following information.


General
The NAB Internet Banking login page doesn't open when I click on the Login button.

Why am I logged out from NAB Internet Banking when I attempt to reload/refresh my NAB Internet Banking screen?

When I access NAB Internet Banking, a pop-up window displays the following message 'This page contains both secure and non-secure items. Do you want to display the non-secure items?'

Why can't I see the 'Padlock' on the NAB Internet Banking login page?

How do I ensure my browser is enabled for JavaScript?

Account information
When I try to access my account information, I receive a message 'Service temporarily unavailable, please try again later'.

When I try to login to NAB Internet Banking, I receive a message 'Your account is currently unavailable.  Please call NAB Online Trading on 13 13 80'.

When I try to login to NAB Online Trading, I receive a message 'Service is unavailable.  Please try again later'.

Using NAB Internet Banking with Netscape 7 , when I try to login to NAB Online Trading, the browser hangs.

Payments
Why am I receiving the error "Error 317647: The Direct Entry file is unable to be imported. Please return to your payroll or accounting system to correct the file and try again" when importing a DE or ABA file into Internet Banking from Quicken^®?

Why am I receiving the error "The From account details must be entered" when importing a DE or ABA file into Internet Banking from MYOB^®?

Why am I receiving an error message when I attempt to import a previously saved Payment File?

Why can't I locate my previously saved Payment File?

Why don't I have access to the Multiple funds transfer service?

While creating or modifying a funds transfer, I occasionally receive a 'Transfer Interrupted' message.

When I use the calendar to select a payment date, while creating a funds transfer, an active cursor or 'hourglass' remains on my screen for an indefinite period.

Printing
When I print from NAB Internet Banking, the information is too large to fit on an A4 page.

Occasionally when printing, I receive a screen print of the NAB Internet Banking screen, a blank page or just the footer information of the page. Why don't I receive the information?

General

The NAB Internet Banking login page doesn't open when I click the Login button.

When you click the login button from the NAB Internet Banking home page, the NAB Internet Banking login page opens in a new window. This is a type of manual popup. If you have anti-popup software installed on your computer, sometimes this software will stop this new window from opening.

Most anti-popup software has the option to enter the address of the site(s) that you consider to be safe. The NAB Internet Banking addresses are as follows, you may add them into the accepted or safe sites location within the anti-popup software.

https://www.nab.com.au
https://ib.nab.com.au

With some anti-popup software, you can use the [Ctrl] key or configure a key of your choice to hold down while you click on the login button to temporarily disable the anti-popup software.

There are numerous anti-popup software programs available each with different configuration options. Please refer to the program's help for further instructions.

Platform: All
Browser: All

Why am I logged out from NAB Internet Banking when I attempt to reload/refresh my NAB Internet Banking screen?

Using shortcut keys or menus to refresh or reload a screen may close your NAB Internet Banking session. Shortcut keys are not required in the new service, pages will automatically refresh each time you select a new page.

Platform: All
Browser: All

When I access NAB Internet Banking, a pop-up window displays the following message 'This page contains both secure and non-secure items. Do you want to display the non-secure items?'

When using Internet Explorer^® you may be presented with a security error message alerting you that the page contains secure and non-secure items. This is a known Internet Explorer^® issue. If you click Yes, you can simply ignore the warning message and proceed; the secure channel is maintained and your security is not jeopardised.

One of the suggested resolutions from Microsoft^® is to upgrade to Internet Explorer^®  6 Service Pack 1 from the following address: http://www.microsoft.com/windows/ie/default.asp

Please Note: Internet Explorer^® 6 Service Pack 1 is 16.3 mb in size. Depending on the speed of your connection, this may take a few hours to download. Internet Explorer^® 6 Service Pack 1 requires the Windows^® 98 operating system or above.

To find out further information regarding this issue please go directly to http://support.microsoft.com

Platform: Microsoft^® Windows^® / IBM^®
Browser: Microsoft^® Internet Explorer^®

Why can't I see the 'Padlock' on the NAB Internet Banking login page?

If your monitor screen resolution is set to 800 x 600, the status bar containing the padlock may be obscured by the Microsoft^® Windows^® taskbar.

If you change your screen resolution to 1024 x 768 this will display your status bar and the padlock will display.

If you want to remove the Microsoft^® Windows^® taskbar from display when not in use, then follow the simple instruction below.

1. Click Start.
2. Select Settings.
3. Select Taskbar.
4. Check the Autohide option.
5. Click Apply.
6. Click OK.

Depending on your browser version, double clicking on the title bar of the NAB Internet Banking window will maximise the screen slightly and allow the status bar and padlock to be viewed.

Note: There is a known Internet Explorer^® issue where the padlock may not appear on, or disappear from, the status bar. Please visit the  Security pagefor further information.

Platform: Microsoft^® Windows^® / IBM^®
Browser: Microsoft^® Internet Explorer^®

How do I ensure my browser is enabled for JavaScript?

NAB Internet Banking requires JavaScript to be enabled at the browser. Most browsers will have JavaScript enabled as a default setting.  To enable JavaScript, click on the relevant link below and follow the instructions.

Microsoft^® Internet Explorer^® v6 and above
Microsoft^® Internet Explorer^® for Macintosh^®
Firefox^TM v2.0

Microsoft^® Internet Explorer^® v6 and above

1. Select Tools from your browser's toolbar.
2. Select Internet Options.
3. Select the Security tab.
4. Click on the Custom Level button.
5. Select Medium from the "Reset custom settings" section.
6. Click OK/Reset.

Microsoft^® Internet Explorer^® for Macintosh^®

1. Select Edit from your browser's toolbar.
2. Select Preferences.
3. Click Web Content under "Web Browser" on the left hand side.
4. Ensure that "Enable scripting" under "Active Content" is ticked.

Firefox^TM v2.0

1. Select  Tools from your browser's toolbar.
2. Select Options.
3. Click  Web Features on the left hand side.
4. Ensure that "Enable Java" and "Enable Javascript" are ticked.

When I try to login to NAB Internet Banking, I receive a message 'Your account is currently unavailable.  Please call NAB Online Trading on 13 13 80'.

This message will display when you login and your share portfolio holdings cannot be retrieved by NAB Internet Banking or the NAB Online Trading System is not available.

When I try to login to NAB Online Trading, I receive a message 'Service is unavailable.  Please try again later'.

When the NAB Online Trading system is unavailable, this message will display.  If you wish to perform a share trade, we advise that you contact NAB Online Trading on 13 13 80.

Using NAB Internet Banking with Netscape 7 , when I try to login to NAB Online Trading, the browser hangs.

While using Netscape version 7.01, you may experience some problems logging in to NAB Online Trading. Our testing has shown that performance can be improved by upgrading to Netscape version 7.02.

Payments

Why am I receiving the error "Error 317647: The Direct Entry file is unable to be imported. Please return to your payroll or accounting system to correct the file and try again" when importing a DE or ABA file into Internet Banking from Quicken^®?

You may be receiving this error when importing a file you generated in Quicken^® due to the Preferences settings within Quicken^®. To ensure you have the correct settings to generate files that can be imported into Internet Banking, go back into Quicken^® and check your settings as follows:

1. Open Company navigator.
2. Select Preferences.
3. Ensure the 'Enable Electronic Funds Transfer' checkbox is selected.
4. Select the Files icon from the side navigation bar.
5. Ensure the 'Include Balance Record', 'Include Credit Total' and 'Include Debit Total' checkboxes are all selected.
6. Ensure the 'Include Net Total' checkbox is NOT selected.
7. Click Save.
8. Generate the DE file and try importing again into Internet Banking.

Platform: All
Browser: All

Why am I receiving the error "The From account details must be entered" when importing a DE or ABA file into Internet Banking from MYOB^®?

Specifying a "From account" in a DE or ABA file generated within MYOB^® is optional. If you have not specified a "From account" you will receive an error when you try to import the file. When you receive this error, there are 2 options available to you.

Option 1: Fix the DE file

In MYOB^®:

1. Logout of Internet Banking.
2. Go back into MYOB^® and amend your settings as follows:
   
   • Select Setup on the menu.  
   • Select Company Information.
   • Select the Bank Info button at the bottom of the screen.
   • Select the Self-Balancing Transaction check box.
3. Generate the DE file and try importing again into Internet Banking. The file will now have a "From account" specified, which Internet Banking will validate against the list of accounts attached to your NAB Identification Number.

Option 2: Ignore the error in the file and continue to process the Multiple funds transfer

1. When you receive the error in Internet Banking, select Continue.
2. Select the account from which you wish to debit the Multiple funds transfer from the select account drop down box.
3. Check the details of the transfer and select Submit.

Note: Unless you amend the settings within MYOB^®, you will receive this error every time you try to import a file into Internet Banking.

Platform: All
Browser: All

Why am I receiving an error message when I attempt to import a previously saved Payment File?

An error message will appear when importing a previously saved Payment File if you do not select a valid Payment File, the Payment File has more than 100 credit entries or exceeds 15kB in size.

Error 317001: A previously saved payment file must be entered.  Please try again.

This error will appear if you have not specified a Payment File to be imported into Internet Banking.

1. Enter the file path or click on the Browse button to select the Payment File name.
2. Click on the Next button.

Error 317015: The file name you are trying to import has exceeded the maximum file size.

The Payment File must be less than 15kB in size.  If the file you have selected exceeds this size it can not be imported into Internet Banking.

Error 317235: The file name you have specified is not valid.  Please try again.

The file you are importing may not have the file extension .ibf and hence, is not a valid Internet Banking Payment File.  Try searching for all files with the file extension .ibf to locate the file.  Alternatively, if the file was saved with the incorrect file extension, change the file name to have the extension .ibf

Error 317237: The file cannot be imported as more than 100 credits have been detected.

The Multiple funds transfer service enables you to process a maximum of 100 credit entries in one transaction.  If the Payment File being imported has more than 100 credit entries in the file, the file will be rejected.

Platform: All
Browser: All

Why can't I locate my previously saved Payment File?

Each time you save a Payment File using Internet Banking, the file name will default as NAB_IB_Payment_File.ibf.  The file name can be changed during the save process, although the file extension must be .ibf for the file to be importing into Internet Banking.  If you cannot locate the previously saved Payment File, try searching for all files with the file extension .ibf (eg. *.ibf files).

Platform: All
Browser: All except Safari

Why don't I have access to the Multiple funds transfer service?

You must have access to 'Pay anyone' enabled to be able to access the Multiple funds transfer service.

To raise your access level to 'Pay anyone' you must:

1. Obtain an application form from a National branch
2. Complete the application form.
3. Visit a NAB branch to be identified. To locate your nearest branch, please click here.
4. Nominate a daily transfer limit.  Once your application has been approved, the changes will appear the next time you log into Internet Banking. 

Note: This process is in place to ensure the privacy and security of your account information.  If you are a business customer, please contact your Banker directly.

While creating or modifying a funds transfer, I occasionally receive a 'Transfer Interrupted' message.

While creating or modifying a funds transfer, a 'Transfer Interrupted' message may briefly appear just prior to the next screen loading.  This message has no adverse effect on the completion of your funds transfer. You may obtain confirmation of your payment status by viewing your Funds transfer list.

Platform: Microsoft^® Windows^® / IBM^®
 

When I use the calendar to select a payment date, while creating a funds transfer, an active cursor or 'hourglass' remains on my screen for an indefinite period.

When creating a payment, if you use the calendar to select a payment date an active cursor or "hourglass" can remain on your screen for an indefinite period.  This has no adverse effect on the payment you are creating.  Simply clicking an action button (eg. Next, Back, Cancel, etc.) will close the active cursor and allow you to continue.

Platform: Microsoft^® Windows^® / IBM^®
Browser: Microsoft^® Internet Explorer^®
 

Printing

When I print from NAB Internet Banking, the information is too large to fit on an A4 page.

Before attempting to print your NAB Internet Banking information, adjust the scale size in Page Setup to between 85% and 92%.

Platform: Apple^® Macintosh^®
Browser: Netscape^® Navigator^®

Occasionally when printing, I receive a screen print of the NAB Internet Banking screen, a blank page or just the footer information of the page. Why don't I receive the information?

As soon as the printing confirmation box displays do the following:

1. Click OK.
2. Press "+" (plus sign) and "p" consecutively.

Otherwise this information will timeout and you will receive either a screen print, blank page or just the footer information.

Platform: Apple^® Macintosh^®
Browser: Microsoft^® Internet Explorer^®

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