Can't sign into TCFbank.com

DavidR · 2017-03-12T00:08:02.000Z

Eddy post:17:

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

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.

NON · 2017-03-12T05:56:55.000Z

John974 post: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

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

bob3160 · 2017-03-12T14:44:43.000Z

NON post:20:

John974 post: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

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

I can confirm that:

http://screencast-o-matic.com/screenshots/u/Lh/1489329933796-25764.png

This holds true in IE and Microsoft Edge, Not recommended.
A much better choice is to use one of the other browsers.
Since this involves a bank, the best choice is SafeZone Browser in Banking Mode.

system · 2017-03-13T03:17:26.000Z

I see its related to the HTTPS scanning per Bob - As I mentioned turning off the web shield does resolve it, now I know where in the web shield the problem lies. Hopefully they can fix on their next update - most customers are not going to go through this troubleshooting and get very frustrated trying to access their bank account. One of my customers was frantic because she thought she had a virus and somehow affected her bank account.

stibi · 2017-03-13T09:26:48.000Z

Hi,

the original web shield problem is one problem. Another thing is the “maximum number of attempts” which John reported:

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? 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.”

This should confuse us much more …

FilipBraun · 2017-03-13T11:28:22.000Z

Hello,

We were able to reproduce the issue and are working on a fix.

Sorry for the inconvenience,
Filip

bob3160 · 2017-03-13T13:42:18.000Z

Filip Braun post:24:

Hello,

We were able to reproduce the issue and are working on a fix.

Sorry for the inconvenience,
Filip

The question here is who tried logging in to the users account ???

Alikhan · 2017-03-13T13:55:22.000Z

bob3160 post:25:

Filip Braun post:24:

Hello,

We were able to reproduce the issue and are working on a fix.

Sorry for the inconvenience,
Filip

The question here is who tried logging in to the users account ???

Exactly.

It’s unacceptable for that to happen.

stibi · 2017-03-13T14:07:39.000Z

For me the most important and very confusing question is - did this information

Avast WEBforum 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.

really came from an Avast guy?

DavidR · 2017-03-13T14:27:03.000Z

stibi post:27:

For me the most important and very confusing question is - did this information

really came from an Avast guy?

Endt is a member of the avast team.

I think the idea of a PM is it is personal message between the recipient and sender.

The email address is that used to send notifications of PMs and or notifications of activity in topics that you follow (asked to notify) or you have contributed to.

stibi · 2017-03-14T10:31:26.000Z

David - that means a member of the avast team asks not only for a URL to check it, but asks also for login information to a bank site? Never …

You may say the user was careless, but such a question should never be asked from serious people.
Or do I misundestand something?

Alikhan · 2017-03-14T11:27:06.000Z

stibi post:29:

David - that means a member of the avast team asks not only for a URL to check it, but asks also for login information to a bank site? Never …

You may say the user was careless, but such a question should never be asked from serious people.
Or do I misundestand something?

They asked for a link to the site and the Username to test the problem… NOT the password.

Attempting security questions is the problem here.

DavidR · 2017-03-14T11:29:30.000Z

stibi post:29:

David - that means a member of the avast team asks not only for a URL to check it, but asks also for login information to a bank site? Never …

You may say the user was careless, but such a question should never be asked from serious people.
Or do I misundestand something?

There is no direct question, only that he has tried to find the problem but can’t replicate a user logon.

Asking for help could mean many things, you have contact with your bank (as a customer) and could contact their support explaining the issue and that avast are trying replicate the problem and why they are unable to. Their support and avast could then possibly communicate to try and resolve it.

This however may now have been found given Filip Braun post, Reply #23 “We were able to reproduce the issue and are working on a fix.”

system · 2017-03-15T14:52:52.000Z

“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.”

David, I take issue with you stating “B” could have meant something other than asking for help with a user name to test the problem. I didn’t care since it was just the user name - and I thought I was helping him/Avast troubleshoot. If he wanted me to “help” in other ways like you say calling the bank, etc, he would have said that, but your explanation is just not realistic. He obviously needed a user name to test the problem, and that is what any reasonable person would conclude based on “username” “help me with this?”.

With that said, I’m still wondering why my secret questions were locked out because of too many attempts. I want to be careful with my conclusions on this - there could be a good reason this happened - although I was sincerely alarmed when I first found about about this. And the lack of follow up when I asked about my account lock out because of these attempts is concerning as well. Who ever made these attempts while troubleshooting should explain what happened.

stibi · 2017-03-15T17:22:44.000Z

B. should answer, please.

DavidR · 2017-03-15T17:33:26.000Z

John974 post:32:

David, I take issue with you stating "B" could have meant something other than asking for help with a user name to test the problem. I didn't care since it was just the user name - and I thought I was helping him/Avast troubleshoot. If he wanted me to "help" in other ways like you say calling the bank, etc, he would have said that, but your explanation is just not realistic. He obviously needed a user name to test the problem, and that is what any reasonable person would conclude based on "username" "help me with this?".

You can take issue with it if you wish, I’m not a mind reader as to exactly what he wanted.

You could have responded to his PM and asked exactly what help he wanted, without sending anything. At which time you could have declined giving a user name (if that was what he was asking), I certainly wouldn’t have sent it.

I’m also not an avast employee so I wouldn’t know what the policy would be either,

DavidR · 2017-03-15T17:34:54.000Z

stibi post:33:

B. should answer, please.

Nothing stopping you from replying to his PM that he sent (even at this point) seeking confirmation.

system · 2017-03-15T23:31:51.000Z

"I’m not a mind reader as to exactly what he wanted. "

Looks like this is exactly what you are trying to do:) Dave, I thought you did work at Avast, that’s why I wanted to comment. I’ll direct my comment differently this time. It doesn’t really matter what you would do or not - the issue is Avast asked and I provided my user name for troubleshooting purposes. I didn’t give my SS number, passwords, or any real sensitive info - just a user name to an Avast employee. And I did send a message to Avast asking what happened with my bank account lock out due to the secret questions attempted too many times. The problem is, there has been no response from Avast at all - silence, no explanation.

Look, there could be a very good reasonable explanation for this. At this point, I’ll wait for Avast to comment - no more guessing, mind reading, etc. Avast really should explain what really happened on their end.

John

system · 2017-03-18T02:52:11.000Z

Hi! I found this thread while googling this problem - I figured it was something weird with Avast, so I guess I should wait for an update and just check my balance on my phone in the meantime.

What I will say is that, John974, I also had an issue where I had to get my account unlocked because it said that it had too many security question attempts. However, I NEVER contacted Avast support or gave out my username - which means that it was me repeatedly trying to access the page that locked me out! I don’t know how it triggered that since I could never get to the point where I could type anything, but that was the reason. That means that it is unlikely that an Avast employee actually tried to guess your security questions, because it locked me out of my account for the same reason when I was certainly the only person trying to get through to my account.

system · 2017-03-19T05:55:55.000Z

Sunnie, that is important information and I really appreciate you sharing it. When entering the user name, the next screen is “page cannot be displayed” (caused by avast HTTPs bug) should be the secret question page - and it must somehow tally the attempt as a login failure - 3 o4 4 failures and it must lock out the user account for too many attempts. Avast never responded to the inquiry about what happened with the account attempt lockout- they probably didn’t know what to say - not the best way to deal with it though.

Thanks again for the info - hopefully Avast will fix the TCF Bank log in issue soon

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