Common BOB Technical Issues and Possible Solutions for Windows and Internet Explorer 6 and 7:NOTE: Customers using alternative operating systems and browsers should refer to their software vendor for the possible solutions to these common BOB technical issues.

• To allow cookies from the BankWest website
• When I click the Log On button, nothing happens
• My website pages 'freeze' or download very slowly
• Text size on the website is too small or too large
• Check your screen resolution
• My PAN and password display automatically
• My print button does not work

Before attempting any of the solutions below, please delete your 'Temporary Internet Files' and 'Cookies' plus Refresh the Webpage using the steps below:

Deleting the Temporary Internet Files and Cookies from Internet Explorer

1. Open Internet Explorer
2. Click on the Tools button
3. Select Internet Options
4. Under the heading Browser History under the General tab, click the Delete button (For IE6 under the heading Temporary Internet Files under the General tab, click the button Delete Files)
5. Click Delete Files button then another dialog box will open, click the Yes button then Close button (For IE6 another dialog box will open, tick the option to delete all offline content)
6. Click Delete Cookies button then another dialog box will open, click the Yes button then Close button (For IE6 click the button Delete Cookies, another dialog box will open, click the Yes button)
7. Click OK
8. Restart Internet Explorer before attempting to log on

Refresh the Webpage

1. Open Internet Explorer
2. Visit the BankWest website www.bankwest.com.au
3. Hold down the "Ctrl" key
4. While the "Ctrl" key is pressed, hit the F5 key

To allow cookies from the BankWest website

1. Open Internet Explorer
2. Click on the Tools button
3. Select Internet Options
4. A new window will open up, click on the Privacy tab
5. Click on Sites
6. Under the heading Address of Website enter the following website address - bankwest.com.au
7. Click on Allow
8. Click on OK twice
9. Restart Internet Explorer before attempting to log on

When I click the Log On button, nothing happens

Some customers can experience the issue that when they click the log on button, nothing happens or a blank page is displayed.

This is an issue often experienced when there has been, what is known as, a 'pop up blocker' installed onto your PC. There are a wide range of programs that offer this functionality. In order to log on to BankWest Online Banking, you will need to remove or turn off this pop up blocker or add an exception to the software for our site.

If you have installed XP Service Pack 2, a 'pop up blocker' will have been installed as part of your Internet Explorer. To configure the 'pop up blocker' within Internet Explorer for our site, please follow the below process.

1. Open Internet Explorer
2. Select 'Tools',
3. Select 'Pop-up Blocker', then 'Pop-up Blocker Settings' You will be given the option to 'Turn Off Pop-Up Blocker' or select 'Pop- Up Blocker Settings'.
4. If you do not wish to block any pop-up windows select 'Turn Off Pop-Up Blocker' then click 'close'
5. If you wish to only allow certain web site pop-up windows to be displayed select 'Pop-Up Blocker Settings'
6. Type the address (or URL) of the site in the 'Address of Web site to allow' box then click Add. i.e. type in: *www.bankwest.com.au, click 'Add' , then click 'Close'
7. Restart Internet Explorer before attempting to log on

My website pages 'freeze' or download very slowly

This issue is often experienced when a browser requires, what is is known as, a 'proxy exception'. This issue is common to networks, where an exception may be required on the server. Please consult your network administrator for assistance. Below are the steps for adding a proxy exception:

1. Open Internet Explorer
2. Click on the Tools button
3. Select Internet Options
4. A new window will open, click on the Connections tab
5. Click on LAN Settings
6. Under the heading Proxy Server if the option to "Use a proxy server for your LAN" is ticked then, click on "Advanced"
7. In the next window, in the box titled Exceptions, enter the following website address, ibs.bankwest.com.au
8. Click OK
9. Restart Internet Explorer before attempting to Log On

Text size on the website is too small or too large

1. Open Internet Explorer
2. Click on Tools and select Menu Bar (Not required for IE 6)
3. Select View menu
4. Select Text Size
5. Click on Medium
6. Restart Internet Explorer before attempting to Log On

Check your screen resolution

1. Click on Start on your windows toolbar
2. Select Control Panel
3. A new window will open, select Display (For Vista, a new window will open, select Personalization)
4. A new window will open, select the settings tab (For Vista, a new window will open, select Display Settings)
5. Ensure screen resolution is 1024 by 768 or higher
6. If required, slide bar to right to increase resolution
7. Click on Apply to select desired resolution
8. Click Yes if the screen displays correctly
9. Click OK
10. Restart Internet Explorer before attempting to log on

My PAN and password display automatically

To amend the AutoComplete feature, please refer to the steps below:

1. Open Internet Explorer
2. Click on the Tools Button
3. Select Internet Options
4. Select the Content tab
5. In the section Autocomplete click on the Setting button (For IE6 in the section titled Personal information click on the Auto Complete button)
6. Untick Prompt Me To Save Passwords and click OK (For IE6 in the section AutoComplete settings, deselect the option User names and passwords on forms)
7. Click on the General Tab and click Delete button under Browser History (For IE6 click the Clear Forms button)
8. Click Delete Forms and Delete Passwords then Close (For IE6 click the Clear Passwords button)
9. Click OK
10. Restart Internet Explorer before attempting to Log On

My Print button does not work

Some customers have experienced an issue in that the print button on our online banking does not work with their particular version of browser. Whilst this is a browser compatibility issue, there is a solution:

Manual printing option for Microsoft Internet Explorer;

1. Have the web page you want to print displayed on screen
2. Put your mouse pointer over the part of the screen you wish to print and right mouse click
3. Click print from the menu and the page will print

If you are still experiencing problems

If you are still unable to view the logon page correctly, try the below link

Alternative Internet Banking Logon

or manually type the below URL into your internet explorer address field

https://ibs.bankwest.com.au/BWLogin/rib.aspx

If you are still experiencing issues, please reinstall your browser or related software and refer to your Internet Service Provider (ISP) and Software Vendors should your require further assistance.