Problem with Windows browsers not displaying ANZ Internet banking logon page

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OldGeek

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#215188 16-Jun-2017 09:33

Over the last few days my wife has had a problem accessing this logon page on her PC (budget-level Windows 10 home desktop). When she tries to bring up the ANZ Internet banking logon screen it does not load (i.e. all that can be seen is a blank screen). On all browsers the padlock and web address appear in the address bar. On IE and Chrome the progress indicator (i.e. rolling ellipsis in IE) stays on forever and task manager shows the PC as nearly idle. In Edge the page load shows as completed after a few seconds (i.e. the refresh symbol replaces the cross symbol). So consistent results across multiple browsers, which tends to disqualify browser extensions as a cause.

I have my own userid on that PC and experience the same problem.

There are no problems with any other web page, including other https websites and other ANZ web pages on that PC and no problem accessing ANZ IB from my laptop (on the same home network) - so not a router/internet connection issue it seems. Both hers and my machine run AVG Internet protection software with the same settings as far as I know but I would have thought that if this were a problem it would occur with multiple web pages. That leaves hardware issues - but again what hardware issue would affect just one web page? There have been no hardware changes at all and no driver updates in the last few months that I know of.

So I am stumped. All suggestions on what further to try welcomed

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Wannabe Geek

#1801943 16-Jun-2017 09:54

Been having the same issue with my work computer, but not my home one. I assumed it was just an issue with the ANZ certificate and the proxy we use, but maybe not?

robjg63

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#1801954 16-Jun-2017 10:12

ESET NOD antivirus.

Maybe try and temporarily disable your antivirus and check thats not blocking it - I recall Symantec blocking my internet banking years ago. Everything else looked ok - just internet banking.

EDIT: You are typing www.anz.co.nz into your browser and then clicking the internet banking logon button arent you? You arent trying some dodgy links in a bit of malware email?

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

michaelmurfy

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#1801961 16-Jun-2017 10:15

Clear the cache on your web browser and it should work again. ANZ has a bunch of content security policies on IB to protect the user and the page will not load if there is a detected failure.

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MartinGZ

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#1802001 16-Jun-2017 10:58

I recently had a similar issue with 2 https sites. After hours trying to sort the issue and as a last resort, I rebooted the modem and the issues cleared. Haven't a clue why that should be so, but it worked.

Nokia 6110, 6210, 6234, Sony Ericsson XPERIA X1, Huawei Ideos X5 (Windows Mobile), Samsung Galaxy SIII, LG G4, OnePlus 5, iPhone Xs Max (briefly), S21 Ultra. And I thought I hadn't had many phones - but the first one around 1997.

OldGeek

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#1802199 16-Jun-2017 16:00

robjg63:

Maybe try and temporarily disable your antivirus and check thats not blocking it - I recall Symantec blocking my internet banking years ago. Everything else looked ok - just internet banking.

EDIT: You are typing www.anz.co.nz into your browser and then clicking the internet banking logon button arent you? You arent trying some dodgy links in a bit of malware email?

I tried disabling each AVG module and testing, problem persists. Access was via a long-standing Favourites bookmark as well as anz.co.nz for Edge and Chrome, and just from the anz page for IE.

Thanks for the suggestions.

OldGeek

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#1802210 16-Jun-2017 16:06

michaelmurfy:

Clear the cache on your web browser and it should work again. ANZ has a bunch of content security policies on IB to protect the user and the page will not load if there is a detected failure.

I had tried to do this in Edge but there is no mention of 'cache' in the Edge settings (standard or advanced) that I could find. In standard settings there is a 'clear browsing data' and I have done that with all options set. Problem persists. As the problem occurs over 3 browsers I thought it unlikely to be a 'cache' issue. Chrome was newly installed (last night).

If there is anything else you meant by 'cache' I would appreciate clarification 8-)

allan

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#1802221 16-Jun-2017 16:19

I've just reported a problem to ANZ where I can neither access their goMoney app, nor their anz.co.nz web site from home. From a mobile device, works fine on 3/4G and also via Wi-Fi at work. Wonder if it's related?

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djtOtago

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#1802260 16-Jun-2017 16:43

Works fine for me on:

Windows 10 (build 1703), Chrome 59.0.3071.86, Firefox 53.0.3 and Microsoft Edge.

Are you using your ISP's default DNS servers?

michaelmurfy

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#1802263 16-Jun-2017 16:48

I was unable to replicate the issue at all - are all of you experiencing issues on Orcon?

Just FYI I work at ANZ however have no direct involvement with the IB platform. If we can isolate the issue to either an ISP or specific browser build then I can pass it on to the right people to investigate further. Just to further test things could you please also try loading the page tethered to your mobile? I kinda have a suspicion to what may be causing this.

allan

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#1802265 16-Jun-2017 16:57

In my case, yes using my ISP's DNS Servers - Spark, which my ADSL modem is reporting as 122.56.237.1 and 210.55.111.1, which appear to be correct.

dfnt

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#1802315 16-Jun-2017 17:53

No issues here on Spark

jamesrt

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#1802354 16-Jun-2017 19:21

Logon page works for me (on Orcon).

phantomdb

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#1802418 16-Jun-2017 20:44

OldGeek:

Over the last few days my wife has had a problem accessing this logon page on her PC (budget-level Windows 10 home desktop). When she tries to bring up the ANZ Internet banking logon screen it does not load (i.e. all that can be seen is a blank screen). On all browsers the padlock and web address appear in the address bar. On IE and Chrome the progress indicator (i.e. rolling ellipsis in IE) stays on forever and task manager shows the PC as nearly idle. In Edge the page load shows as completed after a few seconds (i.e. the refresh symbol replaces the cross symbol). So consistent results across multiple browsers, which tends to disqualify browser extensions as a cause.

I have my own userid on that PC and experience the same problem.

There are no problems with any other web page, including other https websites and other ANZ web pages on that PC and no problem accessing ANZ IB from my laptop (on the same home network) - so not a router/internet connection issue it seems. Both hers and my machine run AVG Internet protection software with the same settings as far as I know but I would have thought that if this were a problem it would occur with multiple web pages. That leaves hardware issues - but again what hardware issue would affect just one web page? There have been no hardware changes at all and no driver updates in the last few months that I know of.

So I am stumped. All suggestions on what further to try welcomed

Whos your isp i had a similar issue with vodafone when the modem received an ip address ending in .255 some web sites would stop working, and anz was one of them.

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michaelmurfy

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#1802434 16-Jun-2017 21:06

Basically I have seen this issue with people who are using DNS unblockers before too along with some Orcon / Slingshot customers and have not figured out what is really causing it. In most cases rebooting the router (which often gets a new IP) corrects it but there appears to be something else funky going on as these people with issues are often unable to access some other websites like Stuff or NZ Herald.

This is only based on what I have seen - I have never managed to replicate this on many different connections. My other theory is it could be a MTU issue on the customers end.

OldGeek

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#1802534 17-Jun-2017 11:22

djtOtago:

Works fine for me on:

Windows 10 (build 1703), Chrome 59.0.3071.86, Firefox 53.0.3 and Microsoft Edge.

Are you using your ISP's default DNS servers?

Yes - as far as I know. I did try using Googles DNS on the problem PC but this had no effect.

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