Why is Canandaigua National Bank & Trust requesting additional security information?What does the setup process entail?
What is a Digital Certificate?
When will I be asked to answer a security question?
Can I choose to not set up the security questions and digital certificate?
What should I do if I can't answer my challenge question?
To which computer(s) should I install a Digital Certificate?
What if I do not install the Digital Certificate?
My browser shows a blank screen during the certificate installation. What should I do?
Do you support Apple Mac computers?
Do you support the Firefox browser?
Do you support the Netscape browser?
Do you support the AOL browser?
Do you support the Quicken browser?
"Back" button issues
"You must enable add-ons to request a certificate" warning in Internet Explorer 7
What if more than one person wants to use a single computer for online banking?
What are the "Send reset code," "Reset Security Questions" and "Change Security Questions" buttons at the bottom of the security question screen used for?
How do I get to the challenge question change/reset buttons if I already have installed a digital certificate?
How do I uninstall a digital certificate?
What if I requested a Reset Code and have not received it?
How do I verify the e-mail address that I originally submitted for the authentication process? How can I change it?
Why is Canandaigua National Bank & Trust requesting additional security information?- It is our commitment to ensure the safety of your information. Passwords alone are no longer a sufficient means
of security to protect against online fraud or theft of personal and account information. In
addition, the Federal Financial Institutions Examination Council (FFIEC) has also published
regulatory guidance strongly urging all financial institutions to provide an added layer of
security for online banking services.
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What does the setup process entail?- First, you will need to provide us with answers to three security questions to be used for verification in the future.
You will also provide us with your e-mail address to be used to contact you in the event that
you need to reset your security questions and answers. Finally,
we strongly encourage you to install a digital certificate on your computer(s) by selecting
"Yes. Install a Digital Certificate on this computer for secure and convenient online banking."
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What is a Digital Certificate?- Digital Certificates are system credentials, also known as security tokens, which provide
an additional means of validating your identity in electronic transactions. These certificates
are encrypted to protect them from being intercepted and used by anyone else. Digital Certificates are safe when installed
from a trusted source such as CNB. The certificate will expire in 1 year, after which you will be
prompted to renew it.
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When will I be asked to answer a security question?- A security question will be required only when you are accessing your accounts from a computer that does not have a digital certificate installed (an unregistered computer). This may occur when using a public or infrequently used computer or
if you attempt to login from a computer that is not yet registered.
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Can I choose to not set up the security questions and digital certificate?- Up until September 17, 2007 you will have the option to bypass the setup of your security questions,
and proceed directly to CNB Online Banking. This option is available at the bottom of the questions setup
page. Select the link, "I will set this up later." You will need to do this each time you log into
CNB Online Banking. Please be advised that beginning
September 18, 2007, you will no longer have the option to bypass the security questions setup process.
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What should I do if I can't answer my challenge question?- If you've forgotten the answers to your security questions, or find for any other reason that your answers are not
working, you should contact the CNB customer call center. They can reset your questions, so you will be able to set
them up again.
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To which computer(s) should I install a Digital Certificate?- All computer(s) from which you most commonly access your accounts should be registered.
Registering your personal computer with an encrypted Digital Certificate validates you as
the individual requesting access to your accounts.
We strongly discourage the registering of public or infrequently used computers. A public computer
is one that is accessible to the general public. Examples include computers in libraries,
school computer labs, hotels, airports, and cafes.
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What if I do not install the Digital Certificate?- As an online banking customer, you are not required to install the encrypted digital certificate
on any of your computers. You can continue to access CNB Online Banking by answering one of your security questions each time you log in.
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My browser shows a blank screen during the certificate installation. What should I do?- If you receive a blank screen while installing a digital certificate, close all open browser windows. Restart
your browser and repeat the certificate installation process. If the problem returns, please try shutting down and restarting your computer and try again. If you continue to receive the blank screen,
call CNB customer call center.
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Do you support Apple Mac computers?CNB's enhanced security solution offers two options for setting up trusted computers,
so that you are not required to answer one of your security questions each time you log in. Digital Certificates are the default
method for identifying computers as a trusted ones. But the digital certificate configuration process on Macs can be cumbersome. For this reason, CNB recommends that Mac users opt for using
a security cookie file to identify trusted computers.
Online Banking users must call the CNB Call Center to have each of their accounts configured to use security cookies rather than digital certificates to
identify trusted computers
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Do you support the Firefox browser?- Firefox fully supports digital certificates, including multiple certificates from the same
issuer. Firefox users should download and read CNB’s guide for using Online Banking with Firefox.
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Do you support the Netscape browser?- Netscape 9 fully supports digital certificates, including multiple certificates from the same
issuer. Netscape users should download and read CNB’s guide for using Online Banking with Netscape.
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Do you support the AOL browser?- Windows users who want to use the AOL browser and use digital certificates must complete the certificate installation process using Internet Explorer. After the
certificate is installed, the AOL browser can be used for all Online Banking logons. Mac users who want to use the AOL browser
and use digital certificates should read the Mac FAQ.
To set this up on a Windows PC, first log into AOL. Minimize AOL and start Internet Explorer. Log into CNB Online Banking from Internet
Explorer and follow the instructions to set up the security questions. Select the option to enable the computer with
a digital certificate. After the certificate is installed, you will be able to use the AOL browser for future Online Banking sessions.
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Do you support the Quicken browser?- Windows Quicken users who want to log into Online Banking from within Quicken and use digital certificates must complete the certificate installation process first using Internet Explorer. After the
certificate is installed, you will be able to log into Online Banking from within Quicken.
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"Back" button issues- Do not use the "Back" button on your Internet browser during the set-up process. If you do, it may initiate unintended associations with previous actions and corrupt the process.
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"You must enable add-ons to request a certificate" warning in Internet Explorer 7- When you attempt to install a certificate on your computer, be aware that your Internet browser may refer to installation of ActiveX controls.
Installing these controls allows the process to continue as intended. If this step is skipped,
the application may be stopped on some computers causing a need to re-launch the application.
If you get a warning banner which reads "You should enable Add-ons to request certificate...,"
disregard the instructions displayed and do the following instead: look above the CNB page header for a Microsoft Internet Explorer message referring to an "add-on" or ActiveX control
function. Click on the message to get the option to run/install the ActiveX control. After you do this, you will be able
to continue through the authentication process.
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What if more than one person wants to use a single computer for online banking?- A single computer can be shared by multiple online banking customers but, in general, only one user at a
time should be logged in. At the end of each session, users should log out and close all browser
windows to clear any cached memory and allow for proper authentication of the next user. Each
subsequent user should begin his or her session by (re)launching the browser and executing
the login sequence.
If the shared computer is also one that you want to use with multiple digital certificates,
you will need to set up a certificate for each sign-on ID. The first time you log in using
each sign-on ID you will be required to set up your security questions and choose whether
or not to install a digital certificate. After completing this process, you will have
installed a certificate for each sign-on ID. When logging into CNB Online Banking you
will be prompted to select from the list of available digital certificates. The name of
each certificate will include all or part of the Sign-on ID that it was installed for.
You will need to select the digital certificate that corresponds to the sign-on ID you're using.
Note: Firefox users should download and read CNB’s guide for using Online Banking with Firefox for specific instructions related to using multiple certificates on the same computer.
Note: The Mac Safari browser has limitations related to multiple certificates from the same issuer (e.g., CNB) on the same computer.
Safari will always use the last certificate installed from an issuer. So it is recommended that Safari users install only one CNB certificate, for their most used sign-on ID, and access other CNB accounts by answering the security question.
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- What are the "Send reset code," "Reset Security Questions" and "Change Security Questions" buttons at the bottom of the security question screen used for?
- After setting up your security questions and answers, we offer you the opportunity to change them if you want to.
On the challenge question page, if you have successfully answered the one existing question
presented to you at the top, you will be able to immediately change your questions by clicking
on the “Change Security Questions” button at the bottom.
If you do not answer the presented question successfully, you will need a reset code in
order to change your questions and answers. By clicking on the "Send reset code" button,
a digital code will be sent to the e-mail address that you originally provided during
the set-up process. After retrieving the reset code from your e-mail inbox, proceed
by clicking on the "Reset Security Questions." Enter the reset code as requested and
then complete the changes you want to make to your questions and answers.
Note that the reset code mailed to you is valid for up to 24 hours for
one-time use only.
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- How do I get to the challenge question change/reset buttons if I already have installed a digital certificate
on the computer I am using and I never am presented with that screen during login?
- You have a number of options. You can click on "cancel" when asked to select a certificate in the pop-up dialog box during the
log-in sequence or uninstall the certificate (see "How do I uninstall a digital certificate?" below). You can also use a different
computer that does not have a digital certificate installed for your online banking userID.
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How do I uninstall a digital certificate?- In the Microsoft Internet Explorer browser application, go to the Tools menu, click on Internet Options, and then go to the Content tab. In the
middle of the page, click on the Certificates button. Highlight the certificate that you are
interested in deleting and then click on the Remove button. Remember that the digital certificate
associated with your online banking account will have the same string of characters as your
userID in the "Issued To" field.
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- What if I requested a Reset Code and have not received it?
- If you have clicked on "Send Reset Code" and not received an e-mail from
the bank in your Inbox within 24 hours, please call our customer service
center during normal business hours at the number below.
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- How do I verify the e-mail address that I originally submitted for the authentication process? How can I change it?
- To resolve these questions, you will need to call our customer service center during business hours as shown below. Please note that
this email address is not necessarily the same address you may have supplied to us for general
online banking communications under the "Options" page.
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Customer Call Center
If you need help, please contact us at (585) 394-4260 ext. 0 or (800) 724-2621 ext. 0, 8 AM - 8 PM Monday - Friday, 9 AM - 1 PM Saturday (Eastern).