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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 can not 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.
- The Northern Rock application freezes at the initialising stage
- When I try to start the online application, the application window (Java applet) will not start
- When I try to log onto the Northern Rock application, I get a blank screen
- I'm now on Broadband - will this affect my access?
- What equipment do I need to use the Northern Rock online application?
- Can I access the Northern Rock application using a Macintosh PC?
- I get a message telling me that the Northern Rock Security Certificate is invalid
- Jargon Key
- Security
The Northern Rock application freezes at the initialising stage
This may be because:
You have JIT Compiler for Java Virtual machine enabled (Microsoft only).
- In, Start / Settings / Control Panel, select Internet Options, Advanced
- Scroll down the list of settings about half way
- Remove the tick from JIT Compiler under Java VM / Microsoft VM
- Select apply
- Close all browsers and re-open for changes to take effect.
You have pop-up blocking that is preventing the service from loading (This may be part of your firewall or a browser toolbar feature)
- If you are running one of these applications, we recommend that you contact the supplier of your software to see if it can be configured to allow the Northern Rock online application to launch. This ensures the integrity of your PC is not compromised.
- Some pop-up blockers are configurable and can allow specified URL's to open, if yours is one of these, the addresses to allow are:
- ww2.northernrock.com
- ww6.northernrock.com
- ww7.northernrock.com
- www.northernrock.co.uk
- www.northernrock.com
Pop-Up Blocking can be overridden in some software by holding down the CTRL Key
You have Java Script disabled in the browser
Enabling Java Script on Netscape
- With the browser on-screen, select Edit and then Preferences from the top menu
- From the Category list on the left-hand side of the Preferences window, click Advanced.
- On the right hand side of the Preferences window there will be two sections, within the upper section tick the boxes next to Enable Java and Enable JavaScript.
Enabling JavaScript in Internet Explorer
- With the browser on-screen, select Tools, Internet Options, Security and Custom Level
- Select medium security
- Select reset
When I try to start the online application, the application window (Java applet) will not start
This may be because:
- You may need to install a component called a Java Virtual Machine (JVM). The JVM software enables you to view Java applets such as the Northern Rock online application
- The Sun Java Runtime Environment (JRE1.4.2) is available from the Sun Java web site:
Please note that we are investigating performance issues in general with regard to the Sun Java environment and the Northern Rock application.
You may also from time to time see blank grey screens and sometimes a perception of inactivity, please be patient and allow time for screen changes to take place.
The first time you logon with Sun JRE 1.4.2 installed may be slow, however this should improve with subsequent logons.
The Microsoft Java Virtual Machine (JVM) (msjavx86.exe) can be downloaded from the Internet by typing the file name into a search engine.
This file must be installed once you have downloaded it, therefore it may be wise to download this file to your Desktop. (Please note: support for the Microsoft JVM is soon to be withdrawn)
When I try to log onto the Northern Rock application, I get a blank screen or missing buttons
This may be because:
- Your Temporary Internet Files folder / cache is full.
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
- 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.
You are trying to access the Northern Rock online application via a corporate network protected by a firewall or a proxy server) and are unable to proceed.
Your System Administrator can confirm if Java applets are allowed onto your network.
I'm now on Broadband - will this affect my access?
Many Broadband packages come with Personal Firewalls and software that stops Pop up adverts on your PC. Because the Northern Rock online application tries to load into a small applet window, pop-up blocking can interpret this as a Pop up Advert and stop it from loading properly, try holding down the CTRL Key to override pop-up blocking.
Zone Alarm, Norton, Mcafee and the Windows XP firewall are most popular packages that contain pop-up blocking.
If you are running one of these applications, we recommend that you contact the supplier of your software to see if it can be configured to allow the Northern Rock online application to launch. This ensures the integrity of your PC is not compromised.
What equipment do I need to use the Northern Rock online application?
We recommend the following for use of our online application:
- A PC with browser that supports128bit encryption, with a display resolution of 800x600 or above.
- To change your screen resolution settings in Windows, 'right click' on your Windows Desktop and select 'Properties', when the menu appears, select the 'Settings' tab and using the slider, select 800X600 or higher.
- For further information contact Technical Help.
PLEASE NOTE: If you are using Windows XP and have upgraded to Service Pack 2 recently, you may need to adjust your screen resolution to 1024X768.
Can I access the Northern Rock online application using a Mac?
The Northern Rock online application is implemented as a Java Applet and in general works well on most platforms. Some Mac customers have been successful although there appear to be incompatibilities most likely with the browser. Safari and Firefox have been used successfully with our online application.
We are unable include the Mac as a fully supported platform.
I get a message telling me that the Northern Rock Security Certificate is invalid
- It may be that your computer clock/calendar is incorrectly set or...
- The issuing authority is not listed in your 'Trusted Root' library.
- The issuing authority is not listed in your 'Intermediate CA' library.
- To correct your PC clock, double click the clock in the bottom right corner of your screen. Set your date and time correctly then select 'Apply'. (If your PC clock does not maintain the correct settings, this may be due to a low CMOS battery)
- You can update your Trusted Root and Intermediate CA libraries by visiting... www.verisign.com
- This kind of message is also experienced with some older browsers.
- The supplier of your browser may supply an update to install the necessary libraries.
Jargon Key
A platform-independent execution environment developed by Microsoft that is based on a specification from Sun Microsystems the creators of Java.
Java Runtime Environment (JRE)
JRE is a platform-independent execution environment that converts Java bytecode into machine language and executes it. Most programming languages compile source code directly into machine code that is designed to run on a specific microprocessor architecture or operating system, such as Windows or UNIX. A JVM -- a machine within a machine -- mimics a real Java processor, enabling Java bytecode to be executed as actions or operating system calls on any processor regardless of the operating system. For example, establishing a socket connection from a workstation to a remote machine involves an operating system call. Since different operating systems handle sockets in different ways, the JVM translates the programming code so that the two machines that may be on different platforms are able to connect.
A system designed to prevent unauthorised access to or from a network. Firewalls can be implemented in both hardware and software, or a combination of both. Firewalls are frequently used to prevent unauthorised Internet users from accessing private networks connected to the Internet, especially Intranets. All messages entering or leaving the Intranet or network pass through the firewall, which examines each message and blocks those that do not meet the specified security criteria.
Encryption is a way of scrambling information that is transferring between you and Northern Rock through a secure environment. The strength of encryption is measured by the number of bits being used in the scrambling process. The Northern Rock online application can only be accessed by a browser that uses 128-bit encryption (this is currently the most secured). The Northern Rock online application is protected by several layers of security, including two layers of encryption technology. Our encryption algorithm is internationally recognised and has been exposed to public scrutiny for several years with no specific vulnerabilities being exposed. Of course we keep the matter under constant review to make sure we have the highest standard of security for our customers.
Short for just-in-time compiler, a code generator that converts Java bytecode into machine language instructions. Some Java Virtual Machines (VMs), including the VM in the Netscape browser, include a JIT in addition to a Java interpreter. Java programs compiled by a JIT generally run much faster than when the bytecode is executed by an interpreter only.
Programs designed to stop pop up adverts appearing on your screen whilst browsing the Internet.
A small program written in Java. Java Applets run in a web browser and are downloaded automatically when you visit a web page. They are used to provide various interactive functions such as banking applications.
Software designed to allow computer users to carry out a specific task.
A browser is used to view web pages. Microsoft Internet Explorer and Netscape are popular examples of web browsers.
A cache is a browser's temporary file storage area. In the case of Temporary Internet Files, when you visit a web page, a copy of that page is placed in the cache. On return to that page it will load more quickly because it is retrieved from your cache rather than the Internet. To see the newest version of the page, select refresh or type a question mark at the end of the URL (Web Address).
A series of computers linked, allowing them to talk to each other. There are two main types of network, Local Area Networks (LAN) and Wide Area Networks (WAN). The Internet works on a WAN as it is made up of a collection of smaller networks linked together.
A server that sits between a client application such as a Web browser, and a web server. It intercepts all requests to the web server to see if it can fulfil the requests itself. If not, it forwards the request to the web server.
Security
Choose alphanumeric passwords; avoid obvious passwords (family names, pet names etc), do not reveal your passwords to anyone else.
Avoid writing a password down, if you think someone else knows your password, change it immediately.
Although we would not recommend this practice, If you are using the Internet in a public place such as an Internet Cafe, do not leave the PC unattended and ensure that no one is watching what you type.
You should not choose or change your personal information if you are in a public place such as an Internet cafe.
Make sure you log off from online banking upon completion of your session.
Do not respond to e-mails that request personal information such as passwords, including those from Northern Rock.
If you suspect that the security of any account has been compromised, contact Northern Rock immediately.
If you are still experiencing Technical problems, click here to e-mail Technical Help.