Stonebridge Bank

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. Or choose an item from the menu to the left.

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.

  1. I've forgotten my Sign-On ID and/or Pass Code.
  2. I've requested an Account to be added, but it doesn't show up in my Account Summary.
  3. When I click on the Register of an account, the register shows no transactions.
  4. When I sign in, I am immediately presented with an ALERT screen saying I have performed an illegal activity.
  5. While working with the, I am occasionally presented with an ALERT screen.
  6. What are Cookies?
  7. There is a transaction in my register that I don't recognize.
  8. The information in my register doesn't appear to be up-to-date.
  9. I've scheduled a payment or transfer and it has not been made.

Problem #1
I've forgotten my Sign-On ID and/or Pass Code.

If you have forgotten your Sign-On ID or Pass Code, send a feedback message stating this fact to the Support Desk. Be sure to include your name with the message. You will then be contacted to verify your identity. Upon verification, this information will be presented to you again.

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 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

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 4.0:

  1. On the View menu, click Internet Options.
  2. Click the Advanced tab.
  3. Scroll down to the yellow exclamation icon under Security and pick one of the three options.


In Internet Explorer 5.0:

  1. On the Tools menu, click Internet Options.
  2. Click the Security tab.
  3. Select the Internet zone.
  4. Click Custom Level.
  5. Scroll down to the Cookies section and enable both the "Allow cookies that are stored on your computer" and the "Allow per-session cookies (not stored)" sections.


In Netscape Navigator 4.0:

  1. On the Edit menu, click Preferences.
  2. Click Advanced.
  3. Set your options in the section labeled "Cookies."

Recommendation: 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).