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Welcome to the Troubleshooting area. Here you can get
information and suggestions for problems you may be experiencing.
Click on a problem
below for information and suggestions related to that problem.
If this area does not provide the information you are looking for, select the feedback option in the menu to the left, and send us a description
of your problem.
- I've forgotten my Sign-On ID and/or Password.
- I've requested an Account to be added, but it doesn't show up in my Account Summary.
- When viewing the Transaction Activity of an account, it shows no transactions.
- When I sign in, I am immediately presented with an ALERT screen saying I have performed an illegal activity.
- While working with the Online Banking, I am occasionally presented with an ALERT screen.
- What are Cookies?
- There is a transaction in my register that I don't recognize.
- The information in my register doesn't appear to be up-to-date.
- I've scheduled a payment or transfer and it has not been made.
Problem #1
I've forgotten my Sign-On ID and/or Password.
Recommendation:
If you have forgotten your Sign-On ID or Password, please call our main line at 978-452-1300 for assistance.
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Problem #2
- I've requested an Account to be added, but it doesn't show up in my Account Summary.
Recommendation:
When you request an account to be added, the request is placed in a queue for
verification. This verification process may take a couple of business days. If, after a
couple of days have passed, the account doesn't show up in your account summary page, send
a message to the Technology Desk or call our main line at 978-452-1300 for assistance and the matter will be researched.
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Problem #3
- When viewing the Transaction Activity of an account, it shows no transactions.
Recommendation:
- If you have had transactions in your register in the past, and they are no
longer showing, send a message to the Technology Desk or call our main line at 978-452-1300 for assistance, and the matter will be researched.
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Problem #4
- When I sign in, I am immediately presented with an ALERT screen saying I have performed
an illegal activity.
Recommendation:
- This is most commonly caused by your browser not being configured to accept cookies.
You
should be aware that Online Banking depends on cookies to verify your
identity after signing in. If you've disabled cookies from within your browser, or if you
are running third-party software that intercepts or deletes cookies, you will not be able
to use Online Banking to manage your accounts.
With Microsoft Internet Explorer, you have the option of ordering your browser to
disable all cookie use, to accept all cookies, or to alert you every time a cookie is
offered. Then you can decide whether to accept one or not.
If you have your cookies disabled, you will be presented with an ALERT page whenever
you attempt to Sign-in to Online Banking.
If you chose to be prompted every time a cookie is offered, you will get a number of
dialog boxes after signing in asking whether you want to accept the cookie. If you answer
yes to these dialog boxes, you will be allowed to use the system. If you answer no to any
of these dialog boxes, you will be presented with the ALERT page.
Changing how your browser deals with Cookies
In Internet Explorer:
•Open Internet Explorer > Click on Tools
•Click on Internet Options
•Click on the tab marked Privacy
•Click on Sites
•Add Address of website: https://secure-lowellfive.com
•Click Allow
•Click OK
•Click OK again
In Safari:
• Open Safari > Choose Safari > Preferences, and then click Privacy.
• In the “Block cookies” section, specify if and when Safari should accept cookies from websites. To see an explanation of the options, click the Safari Help button.
• If you want to see which websites store cookies on your computer, click Details.
If you set Safari to block cookies, you may need to temporarily accept cookies to open a page. Repeat the above steps, selecting Never. When you’re done with the page, block cookies again, and then remove the page’s cookies.
In Google Chrome:
•Open Google Chrome > Click the Chrome menu on the browser toolbar.
• Select Settings.
• Click Show advanced settings.
• In the "Privacy" section, click the Content settings button.
• In the "Cookies" section, you can change the following cookies settings:
- Delete Cookies
- Block Cookies by default
- Allow Cookies by default
- Keep cookies and site data by default until you quit browser
- Manage exemptions for cookies from specific websites or domains
In Microsoft Edge:
• Open Microsoft Edge.
• Click on More options (... symbol) on top right corner.
• Select Settings from drop down menu.
• Click on Choose what to clear under Clear browsing data.
• Check the Cookies and saved website data (plus any other data you want to clear).
• Click Clear button.
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Problem #5
- While working with the Online Banking, I am occasionally presented with an ALERT screen.
Recommendation:
- Online Banking will automatically sign you out if you have remained idle for a period of
time. This is done in case you have forgotten to sign-off of the system. If you are idle
on a particular page for a while, the system may interpret this to mean that you have left
the system and will subsequently sign you off. When you then request your next page, you
will be presented with the ALERT screen and you will need to sign back on again.
If you
have not been idle for any period of time and you receive the ALERT screen, this may be
caused by your browser's cookie configuration (see
the previous problem).
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Problem #6
- What are Cookies?
Recommendation:
- Cookies are small text files on your system, used for keeping track of settings or data
for a particular Web site. Because the servers that receive your requests for Web pages
have no way of knowing specifically who is making a request, they have no way of storing
settings for specific users or changing the page they send based on choices a user has
made on another page.
Cookies solve this problem by saving settings on your (the user's)
system. When your browser requests a page, it sends the settings that apply to that page
along with the request. Because your browser will send back only the settings to the
server that originally created them, cookies are a very secure way of maintaining data
that is specific to a particular user.
Cookies can be temporary or permanent. Your browser keeps track of temporary cookies as
long as it is running, but deletes them when it is shut down. Temporary cookies are used
to pass information between Web pages during a single visit. (Online
Banker uses this method.)
Your browser saves permanent cookies as tiny files on your system to maintain settings
or data between multiple visits. "Permanent" cookies are actually set to expire
at some time in the future (commonly between 30 days and a year from their creation date),
and are automatically deleted from your system at that time.
Cookies are currently the only way to save personal choices between visits to a Web
page without having to log on each time you come to the page.
Cookie Concerns
Although disabling cookies for your browser is an option, it's intended for a small
minority of people with extreme security or privacy concerns. If you choose it, you give
up a lot of convenience in exchange for a small amount of perceived privacy.
For example, with or without cookies, it is currently possible for the creators
of a Web site you visit to keep track of such things as the following:
- The address of the page that contained the link that brought you to their site
- All the pages you visit on their site
- Choices you made on forms on their site
- What browser you are using
- Extensions you might have added to your browser
- The operating system you are using
- The time your system clock is set to
- The absolute address (IP address) of the server that connects you to the Internet
The only thing cookies add is the ability to keep track of this type of
information over multiple visits, thereby allowing the creators of the Web site to
build a more precise profile of a particular visitor's preferences.
But the creators of a Web site do not have access to personal information such
as your name or your e-mail address unless you specifically give it to them. Therefore
they have no way of matching any data they might have gathered with a specific user.
The only information available to a Web site that comes close to identifying you
specifically is the IP address, but most Internet servers provide connections for multiple
users, and each user is usually assigned a new IP address randomly each time they log on.
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Problem #7
- There is a transaction in my register that I don't recognize.
Recommendation:
- If there is a transaction in your register that you don't recall making or creating,
send a message to the Technology Desk specifying the transaction information or call our main line 978-452-1300 for assistance and the matter
will be researched.
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Problem #8
- The information in my register doesn't appear to be up-to-date.
Recommendation:
- If you feel that an item has cleared but is not showing in your register,
send a message to the Technology Desk specifying the transaction information or call our main line at 978-452-1300 for assistance and the issue will be researched.
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Problem #9
- I've scheduled a payment or transfer and it has not been made.
Recommendation:
- If your payee has not posted the payment to your account within a few days of receiving
it, send a message to the Technology Desk specifying the transaction information or call our main line at 978-452-1300 for assistance and the issue will be researched.
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