Professional Documents
Culture Documents
TROUBLESHOOTING
6.1 Common types of errors in Registration
Internet Banking customers have the option of raising complaints by way of
tickets in OnlineSBI. Of the total tickets raised those for username password
issues account for about 25%.
Issue of preprinted kits without mapping the same in the core menu
Issue of preprinted kits but registering in core menu without input of kit
number in the field Internet Banking Ref No.
Input of the INB access flag 02 in more than one channel box in customer
management menu
Mapping of kit to a CIF but handing over the kit to a different customer
Issuing kit to a customer for whom neither the CIF nor an account is
maintained at the branch
Interface
192.168.25.52
Requests
Redispatch Id Pwd:
Herein, input the customers account number and
click Go. Customers name, username and address
are displayed. Two options are provided: Dispatch,
Issue Kit.
username
and
new
password
are
kit
username;
password
in
the
kit
Problem iv:
Existing INB customer forgot both username and password.
Solution:
INB officer has to go to Branch Interface then to Requests User A/c Details and
check
the position and then Redispatch Id Pwd
Problem v:
Login Password forgotten
Solution:
When customer forgets login password, he selects the Forgot password
option in Trouble Logging In menu of OnlineSBI login page. If he provides
his username and profile password correctly and wants to receive a fresh
password at his registered address INB System dispatches a fresh
password directly to the customer without branch intervention
If customer wants the fresh password to be delivered at a new address -INB System generates a reference number and a Password request form.
Customer has to input the reference number in the form and submit the
same to his branch, duly signed.
If customer provides only his username and leaves profile password field
blank too, INB System generates a reference number and a Password
request form. Customer has to input the reference number in the form
and submit the same to his branch, duly signed.
Action to be taken by branch:
Branch Interface Requests Reset Login/Profile Password->Key in
Reference number Select Issue Kit option if customer has visited the
branch; else, verify the address displayed, modify if needed and select
Dispatch.
If Issue kit is selected, password in the kit gets mapped to the existing
username and customer can login.
If 'Dispatch option is selected, existing username and a new password are
dispatched to the customer.
When customer does not opt for the Trouble Login mode and approaches
branch stating that he has forgotten the login password, a written request
must be obtained from him for issue of a fresh password.
Under no
displayed is
asks
for
Reference
no.
(If customer has submitted the form for duplicate profile password
and not provided the Reference no. a help is provided to click and find
the reference number. If multiple reference numbers are displayed for
the same customer, please select the highest reference number
shown.)
Key
in
the
Reference
number.
Confirm.
When the customer logs in the next time, he will be prompted to set up
a new profile password
If you have received a Pre Printed Kit for Internet access, click here. Else,
use the Trouble logging in link displayed in this page to log your problem
Fig 1
Fig 2
Fig 3
Case 1:
Not a PPK User still used the above troubleshooting link
Error message:
You have not been provided with a pre printed kit for Internet access to your
accounts. If you have a username and password please try again. Else, use the
Trouble logging in link displayed in this page to log your problem
Case 2:
Kit details received, but username not mapped to accounts.
Error message:
Your registration for Internet access is currently under process. Please try again
after 24 hours.
Case 3:
Branch has handed over the kit to the customer but yet to register in
B@ncs24; this can be ascertained from PP Kits PP Kit Status;
register the customer
ii)
Branch has handed over the kit to the customer but registered in
B@ncs24 leaving the Internet Banking Ref no. field (SCR: 067108)
BLANK; in this case, customers username can be retrieved from User
A/c Details and this kit can be used in Redispatch Id/pwd
iii)
Registered with kit number; data has not been received by INB system
as found from RequestsQuery for CIF. Please contact INB Project
Officer (ZO)/ Circle Admin and/or Internet Banking Dept., Corporate
Centre.
Case 4:
PP Kit failed
Error Message:
Your registration for Internet access is incomplete. Please contact your branch.
Reason and Solution:
When INB System has received kit information but there is an error in the
process at the branch and rectification to be done by branch. (When customer
quotes this error message, branch can check in Branch Interface PP Kits
PP Kit Status (or) View Discrepancies and get to know the reason for failure.)
The most common reason for this problem is Packet not yet claimed
When customers have been registered for INB with PP Kits without claiming the
packet:- Branch has to claim the packet. INB system maps the kit details
received for the customer to the branch. Customer can login after an hour.
Case 5:
Registration is complete, password being keyed in is wrong.
Error message
Your registration for Internet access is complete. Please try again with a valid
username, password combination
Reason and Solution
Registration is in order. Customer is not keying in the password correctly.
Please remind customer that username and password are case-sensitive.
are
given but in
B@ncs24 on enquiring from screen No 007082 it is found that All
Access Allowed.
In case of EorS account, the right might have been given to the other
CIF number. (Provide rights to the account number with the correct CIF
2,
Deposit
CC/OD
Accounts
&
Services
Create
Account/Channel Link:
Screen No: 007082 Deposits: Create Account/Channel Linkage
Input Values CIF no., Account No., System DEP; Channel INTER- give
transaction rightsTransmit.
authorized.
Day 3 - Customer can transact.
Problem ii:
According to Branch Interface, customer has transaction rights.
But
(A
branchwise list of all such accounts has been placed in INB Support Site
10.0.11.108)
Go to Deposit CC/OD AmendDeposit/CC/OD. Enter account No.
and select Option 7: Posting restriction.
In the screen 007040, for Internet Banking, the following fields should
have the value 0.
Field No.
Field description
Effect
5
8
9
14
Problem iii:
Customer has INB access; also confirmed in Branch Interface in User A/c
Details. But while authorizing the queue for giving transaction rights for
the account, error message displayed in B@ncs24 as Customer level
access not enabled 7135
Solution:
INB facility has been accorded at account level only in B@ncs24 - which
was possible earlier
has not been marked with INB flag 02 for access channel. To rectify:
Step 1 Day 1: Delete the INB access for the account by Deposit CC/OD
Accounts & Services Amend Delete Account Channel link. Queue is
generated and has to be authorized.
Step 2 - Same day, register the CIF for INB with preprinted kit.
Step 3 Day 2, Give transaction rights to the account as required by
customer.
Customer can start transacting on Day 3.
Problem iv:
Fig 4
Click on Transmit. After the queue generated is authorized, customer can view
the balance and the account statement for the PPF account.
Customer always gets the message Please try later. On clicking the account,
the error message displayed is Restricted. Please contact branch.
Solution:
The account maybe having posting Restrictions at customer CIF level: Navigate
through
following
menu
and
change
appropriately
Level
Posting
Restrictions
Transmit.
Problem ii:
Customer used to view accounts online before the branch migrated to core. Now
he gets message You do not have accounts mapped to this Internet Username.
Please contact branch after logging in successfully.
Solution:
This means, the customer number (CIF) has not been flagged as INB enabled
when the branch migrated to core. For such a customer, in the screen 67108
(CBS) there is no 02 flag for Internet banking access channel box.
The CIF has to be registered afresh for INB.
Problem iii:
Customers account has been transferred from branch A to Branch B.
Changes effected in core. But in OnlineSBI, branch name displayed continues to
be A
Solution:
Whenever there is a change in the home branch where the account is held, INB
gets a record from core advising the same.
record is not received by INB. Hence, the branch code change is not reflected in
OnlineSBI.
Day 1 : Deposit CC/Od- amend delete account channel linkage. By this act,
the old branch code A gets removed from INB record for this account.
Day 2: Customer cannot view this account in OnlineSBI. Please advise him that
this problem is for only a day.
Deposit CC/Od Create Account channel linkage and restore the prevailing
rights (View only (or) view and transact) which the account had. Authorize the
queue.
Day 3: Customer views the account in OnlineSBI with correct branch name , ie.,
B.
Problem iv:
Account Type in Account Statement (or) Account Description (in Account
SummaryAccount Details shown in OnlineSBI) is incorrect.
Solution:
Whenever there is a change in the product code of an account which determines
the description of the account type this error occurs. For customer to see the
correct description of the account in OnlineSBI:
Day 1: Deposit CC/Od- amend delete account channel linkage. By this act, the
old product code gets removed from inb record for this account.
Day 2: Customer cannot view this account in OnlineSBI. Please advise him that
this problem is for one day only.
Deposit CC/Od Create Account channel linkage and restore the prevailing
rights (View only (or) view and transact) which the account had
Day 3: Customer can view the account in OnlineSBI with correct description.
Problem v:
Customer has accounts in different CIFs; wants to view all accounts in single
username. How to Link
accounts?
Solution:
For Security reasons, Link Accounts option in OnlineSBI has been discontinued
for customers.
At Branch level too, linking of accounts for internet banking facility is not possible.
For each CIF, a new registration has to be done and customer has to login
separately with different usernames.