Can't sign into TCFbank.com

Avast Free Antivirus / Premium Security
1

I have 4 customers that have an issue logging into their bank site (www.tcfbank.com) . I have a computer with an older version of Avast, tested on the bank site and works fine, but then I upgraded to 17.2.2288 and checked again - now I can no longer log into the bank, so this is a verified problem with this version.

The bank website is www.tcfbank.com. Enter the user name and it won’t progress to the next page for secret question or password, instead you get “page cannot be displayed” . Disable the Web shield and the bank site works fine. I found this problem in IE11, but may or may not happen in other browsers.

here is one of the actual urls it tries to reach after entering a user - it states “page cannot be displayed”
https://onlinebanking.tcfbank.com/fitcf/retail/logon/portal?isIndividual=true&isPortal=true

2

You can report a URL here: https://www.avast.com/report-a-url.php

3

This is getting to be very difficult to notify you of what appears to be a widespread bug. I first tried to contact via the Avast website, but got a reply that stated they couldn’t find my registration - I was told to post in the forums. So I posted on the forum under NEW: Avast 17.2.2288 thread, but nothing really happened. I then started my own thread, and you are telling me to send the info to another link. I just notified through that link as you requested. I’ve made 4 different attempts to tell you about this problem now.

BTW: I just had another customer tell me that they called TCF Bank about not being able to sign in and they were immediately asked if they were using Avast AV and to remove it - appears they aware about this issue with Avast and their bank page and I’m assuming their IT department have been trying to contact you about this bug as well.

I own a computer repair shop and have been recommending Avast for almost 10 years - lots have changed with Avast through the years, good and bad, but I still like it, use it, and recommend it. But this bank sign in issue and your lack of concern/response is pushing me to stop recommending Avast any longer. Please fix this issue -

4

Something I just found out that is seriously concerning. A few days ago someone from Avast wrote to me via Avast email system:

“Hi there, I cannot simulate the problem with tcfbank.com since i don’t have any real username, can you help me with this?
Thanks, B.”

I wrote back and gave my user name to try. Later I found a direct link to the sign in page that causes the problem and told them to use that instead.

But tonight I just tried to log in to my TCF Bank (of course I turned off the Avast shields to sign in due to the problem) and I get a message stating “You have exceeded the maximum number of attempts to answer your security questions, please call Customer Service for assistance.”

I gave Avast my user name to test the sign in page - that’s all. There was no need to attempt to answer my secret questions at all! Now I have to contact TCF Bank to reset my account. I feel like a fool for giving you my user name now. What is going on over there? Stop using my bank user name immediately to test this problem. Use the link I provided instead, it still gives the “page cannot be display” error.

I still cannot believe you tried to answer my secret questions on my banking site - my concern and trust for Avast is dropping very fast…

5

I just contacted my bank to reset my account after Avast tried to unsuccessfully answer my security questions multiple times. I also changed my user name so Avast techs can’t do this anymore.

I want to make clear what happened. Per request by Avast via the internal Avast email system, I provided my user name ONLY so you could test the login screen - this screen does not require the password and does not require answering any security questions. So here is the question I have for Avast - Why did your technical staff attempt to answer my security questions for my banking account to the point where my account was locked? This is inexcusable… you had no right or need to do this.

I also had a discussion with TCF bank technical department about the Avast update issue that blocks their banking site - they are well aware of the problem because they’ve had a lot of calls about the problem. It appears Avast is not working very hard to fix this issue with the last update.

6

Hi,

Am I understanding correctly the support was through the Avast ticket system?

If so, could you post your ticket number and I’ll get this escalated for you.

7

Thanks for your reply. Please scold them for attempting to guess my security questions to my bank account! (but now my user name is changed so they can’t anymore).

Here are 2 of the messages I received from Avast - first email said they can’t find my license and I needed to go to the forums, the second email asking for my user name to my bank account so they could test the problem:

Re: Hi! You have a new message from the team.( Ticket ID: [#740912] )

customer.care@avast.com via freshdesk.com

Mar 7 (4 days ago)
to me

Hello John,

We’re sorry, but we can’t seem to find a record of your license in our system.
If you use Avast Free Antivirus, please visit the FAQ section of our website or the Avast community forum.

If you use one of our premium products and believe you’ve received this message in error, please reply directly to this email advising us of your order ID or the email address you used to make the purchase. If you do not remember your order ID or which email address you used, please provide your full name and the postal address you entered when purchasing Avast.

We look forward to hearing from you.

Best regards,
The Avast Support Team

Avast WEBforum forumaster@avast.com
Mar 8 (3 days ago)
to me

You have just been sent a personal message by Endt on Avast WEBforum.

IMPORTANT: Remember, this is just a notification. Please do not reply to this email.

The message they sent you was:

Hi there,

I cannot simulate the problem with tcfbank.com since i don’t have any real username, can you help me with this?

Thanks,
B.

Reply to this Personal Message here: https://forum.avast.com/index.php?action=pm;sa=send;f=inbox;pmsg=130245;quote;u=775097

8

Hi,

I’ve escalated this for you to the Avast team.

Since it is weekend, you should get a reply on Monday.

9

Same problem. As soon as I log in and get the the security question part of the log on process I get a blank page. I contacted TCF bank and their suggestion is to try and temporarily disable Avast to see if it resolves the issue. I really don’t like the idea of not having an antivirus program running and haven’t disabled it yet. They said they have had several customers with the same issue, ALL using your program. How do I resolve this without disabling?

10

I guess you need to wait for avast to release a fix or new version …

11

@ John974
Are any of these users using the SafeZone Browser for their banking (connection to to this URL) ?

I tried to connect to the onlinebanking.tcfbank.com/fitcf/retail/logon/portal?isIndividual=true&isPortal=true URL of your first post and I have been able to get that.

Obviously I haven’t an ID so I get asked for it Page Errors: Please enter your Login ID. but I’m not getting the error message you mentioned “page cannot be displayed.”

I’m not using the SafeZone Browser, I’m using WinXP Pro, firefox 52.0 ESR and avast free 17.2.2282.

See attached image, is the the same screen they are getting ?

12

I’m using IE11 not firefox. Click on the link I provided above and I get “page cannot be displayed”
https://onlinebanking.tcfbank.com/fitcf/retail/logon/portal?isIndividual=true&isPortal=true

13

Can’t try IE 11 but, it doesn’t open in Edge.
Works fine in Chrome, FF, Opera, SafeZone Browser
Even works in SafeZone in Banking mode.

This is what happens in IE:

http://screencast-o-matic.com/screenshots/u/Lh/1489274191924-28842.png

14

I’m using Chrome and I really don’t even get a error message. The page just never loads. After putting in my user ID it starts to load the next page which is the security question page. When that page loads https://onlinebanking.tcfbank.com/fitcf/retail/logon/portal?isIndividual=true&isPortal=true it’s just a blank page. I have also tried Edge. After reading the responses I launched the safe search browser. After putting in my credentials I received a message that says: You have exceeded the maximum number of attempts to answer your security questions, please call Customer Service for assistance. I spoke with TCF bank earlier today and they said I hadn’t locked out my account, and pointed to TCF users having issues with logs ons if they were using Avast. I will contact them again to see if NOW it’s blocked again and then try the safe search browser. This is a REAL pain in the butt.

15

It’s the
http://screencast-o-matic.com/screenshots/u/Lh/1489275225306-3842.png
browser. not Safe Search. :slight_smile:
Let us know when things are finally working as they should.

16

Yes, sorry. That’s what I tried. Thanks.

17

It would not surprise me if the culprit is the behavior shield.
Disable it and see if the page loads or not.

18

Makes no difference. Why didn’t you try it Eddy ???

19

I find that hard to believe, given that it is looking for suspicious activity on the system unlike the web shield and or AOS. Also we know AOS & IE11 with SmartScreen conflict to the point I think avast don’t try to install AOS on IE11.

If it were the behaviour shield I would also expect it to impact all browsers.

20

Confirmed with IE11. Not happening when HTTPS scan is disabled.