Problem with Windows browsers not displaying ANZ Internet banking logon page

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yitz

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#1804877 21-Jun-2017 21:13

If you use P2P and run anti-P2P blocking programs like Peerblock that blocks large ranges of IP addresses this may interfere with regular browsing. I'm not sure if people still run this sort of stuff on their computers these days though.

OldGeek

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#1804896 21-Jun-2017 21:27

yitz: There is clearly something installed on the PC that is interfering with traffic, you really have to tell us what is installed on the computer that could interfere with network traffic. There used to be a program called HijackThis that would print out a list of what is running on a computer. Try run it and see if you can spot what is going on otherwise you might need to post the log file here. http://www.majorgeeks.com/files/details/trend_micro_hijackthis.html

Its not quite that simple. This PC has, until I reported this problem, had no issue with the ANZ IB logon page. No new software has been installed. All other web pages work (including ANZ NZ webpages). I have credible AV and Internet Security (i.e. firewall etc.) software installed and no other evidence of compromise. Given that my wife has a workaround this problem is an irritation to her. I would clearly like to find and eliminate the cause of the problem but not at the expense of significant time investment using tools I am not familiar with and no credible likelihood of success.

I appreciate all the contributors efforts in this thread but I believe the best chance of a resolution lies with getting back-office ANZ IB/IT support people involved. I run 2 small businesses and my wife is an accountant so we are starting with our 'Personal Banker'.

yitz

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#1804898 21-Jun-2017 21:31

Try IE's F12 tools or Chrome developer tools on the blank page, to see exactly what you are getting as the response.

I would also try pinging "digital.anz.co.nz" and seeing if you get any specific messages to suggest a OS/driver issue. The host itself is IPv4 only and does not appear to respond to pings so don't expect responses.

michaelmurfy

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#1804977 22-Jun-2017 08:30

@OldGeek in the years working at ANZ I've only ever encountered this problem 3x (and that's 3 in something like 100,000 for me). First one happened to be they were using unotelly but didn't renew their subscription or remove the DNS servers. Second was an antivirus issue and third was a problem with MTU.

In your case I honestly think it is a MTU issue. Both the website and IB are hosted in different locations and heck even country hence why you'll be seeing the website no problems.

I don't think anyone at ANZ will be able to provide support for a client issue. Unless if you're having issues with ANZ Direct Online too (our business banking product) then I'm afraid you're mostly on your own. The guys here have provided suggestions however it is up to you to try it, there is no real point asking if you're never going to try. If you're still experiencing issues then the call centre staff or your Personal Banker can log an incident to the digital team but bare in mind they can't do anything much unless if it was an infrastructure issue (of which this is not).

Start off with your AV and disable it - some AV/Security products can wreck havoc on some internet sites. If that doesn't work then it is the MTU of either your router or PC and this is potentially something your ISP can help with or something you're able to sort with the suggestions above. I personally managed to replicate this issue with ANZ (and other sites too) on a MTU set too high.

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OldGeek

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#1805394 22-Jun-2017 19:58

michaelmurfy:

@OldGeek in the years working at ANZ I've only ever encountered this problem 3x (and that's 3 in something like 100,000 for me). First one happened to be they were using unotelly but didn't renew their subscription or remove the DNS servers. Second was an antivirus issue and third was a problem with MTU.

In your case I honestly think it is a MTU issue. Both the website and IB are hosted in different locations and heck even country hence why you'll be seeing the website no problems.

I don't think anyone at ANZ will be able to provide support for a client issue. Unless if you're having issues with ANZ Direct Online too (our business banking product) then I'm afraid you're mostly on your own. The guys here have provided suggestions however it is up to you to try it, there is no real point asking if you're never going to try. If you're still experiencing issues then the call centre staff or your Personal Banker can log an incident to the digital team but bare in mind they can't do anything much unless if it was an infrastructure issue (of which this is not).

Start off with your AV and disable it - some AV/Security products can wreck havoc on some internet sites. If that doesn't work then it is the MTU of either your router or PC and this is potentially something your ISP can help with or something you're able to sort with the suggestions above. I personally managed to replicate this issue with ANZ (and other sites too) on a MTU set too high.

As identified in a prior posts

I have tried MTU settings of 1458, 1430 and 500. The problem persisted so I have changed back to the Windows 10 default of 1500.
I have gone through a process of disabling each (AVG Internet Security) 'component' -there are 6 installed - and tested after each one. These components have names such as 'Resident Shield' and 'Software Analyzer'.

The problem persisted.

The one thing I had NOT tried was testing with all AVG components disabled. I decided uninstalling AVG software (all of it) would be better. This resulted in Defender being turned on. I tested with this and the problem persisted. I turned Defender off (all options). Problem RESOLVED. Turned Defender back on one option at a time (leaving previous options on) and tested after each one. Problem still RESOLVED. So as things stand the problem is resolved and the problem PC is running with Defender fully operational.

Clearly something changed between Defender being turned off manually and turned back on manually one option at a time. So at last the problem is resolved and I can move forward by re-installing AVG and testing IB remains functional (or not). While it was installed AVG has gone through at least 2 (AVG) software upgrades so installing the latest version only might produce different results perhaps.

Many thanks to all. While the root cause remains unknown I have an operational environment and if need be running only Defender is OK.

allan

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#1805715 23-Jun-2017 15:42

So to those in the know, was my IP address ending in .255 also an MTU issue, or something else altogether?

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michaelmurfy

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#1805745 23-Jun-2017 16:17

allan: So to those in the know, was my IP address ending in .255 also an MTU issue, or something else altogether?

If your IP address was ending in 255 (which is broadcast) you would have much more issues. You won't get an IP address ending in that from anywhere and if you did in-fact get an IP address ending in 255 from your ISP then change to a competent provider ASAP.

bagheera

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#1805785 23-Jun-2017 17:17

michaelmurfy:

allan: So to those in the know, was my IP address ending in .255 also an MTU issue, or something else altogether?

If your IP address was ending in 255 (which is broadcast) you would have much more issues. You won't get an IP address ending in that from anywhere and if you did in-fact get an IP address ending in 255 from your ISP then change to a competent provider ASAP.

not the case for /23 or /22 or /20 /19 blocks that orcon owns if it not subneted up - in them ranges you can get a .255 address, and if your website can not handle it, then it anz issue not orcon

michaelmurfy

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#1805826 23-Jun-2017 18:58

@bagheera I do note that however having a .0 or .255 address can cause undesirable routing problems if your provider ever handed you one hence why most do not do so. I do note is is possible on these subnets but it doesn't mean supernetting should be used for some things especially by a residential ISP. There is still some old gear on the internet which don't understand the concept of this (but I do know ANZ's infrastructure does indeed support this however).

Technically it is not the issue of the endpoint you're trying to access - it can be anywhere in between also but it is still Orcon's fault for handing out such an IP to a customer.

bagheera

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#1805836 23-Jun-2017 19:08

michaelmurfy:

@bagheera I do note that however having a .0 or .255 address can cause undesirable routing problems if your provider ever handed you one hence why most do not do so. I do note is is possible on these subnets but it doesn't mean supernetting should be used for some things especially by a residential ISP. There is still some old gear on the internet which don't understand the concept of this (but I do know ANZ's infrastructure does indeed support this however).

Technically it is not the issue of the endpoint you're trying to access - it can be anywhere in between also but it is still Orcon's fault for handing out such an IP to a customer.

agree that it can cause issues, but it still a valid address, and company that do not apply the standard should be shot, not the poeple using a valid ip address, with ipv4 running out, every one counts

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