Safepay Doesn't React To Popup On My Bank Site

My bank site uses a popup to access it's bill pay function. This is available after login which works fine. Safepay doesn't recognize that it should respond to this popup request. My bank site is: https://www.telhio.org/

What do I need to do to get safepay to work with my bank site?

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camarie

My bank site uses a popup to access it's bill pay function. This is available after login which works fine. Safepay doesn't recognize that it should respond to this popup request. My bank site is: https://www.telhio.org/

What do I need to do to get safepay to work with my bank site?

Until we investigate why it does not pop up the bill pay page, I can suggest you to open Safepay, and either

- go in Favorites (Bookmarks), push the plus icon to add a new favorite, and type https://www.telhio.org/ into URL field, and something into title (Telhio Credit Union),

- navigate in Safepay manually to https://www.telhio.org/

- when navigation is completed, click the small plus sign in Address Bar; it will add the link automatically to Favorites.

After adding the URL to the Favorites, from now on the page is allowed to open a new page. By design, Safepay does not allow to any page to open popup/new windows, unless is a bank or is a favorite.

I will ask my colleagues from testing team to check the scenario. Can you reply with the exact scenario (or the web page from where did you clicked and it didn't opened as expected) ?

Regards,

Cristian

ybok

Until we investigate why it does not pop up the bill pay page, I can suggest you to open Safepay, and either

- go in Favorites (Bookmarks), push the plus icon to add a new favorite, and type https://www.telhio.org/ into URL field, and something into title (Telhio Credit Union),

OR

- navigate in Safepay manually to https://www.telhio.org/

- when navigation is completed, click the small plus sign in Address Bar; it will add the link automatically to Favorites.

After adding the URL to the Favorites, from now on the page is allowed to open a new page. By design, Safepay does not allow to any page to open popup/new windows, unless is a bank or is a favorite.

I will ask my colleagues from testing team to check the scenario. Can you reply with the exact scenario (or the web page from where did you clicked and it didn't opened as expected) ?

Regards,

Cristian

Thanks for the information. I added the bookmark as you suggested and the problem still exists. I hesitate to supply a web page that is displayed after login because it is a secured site. The scenario is that I login to the bank site with ID and password (this occurs on two separate screens). Then it displays a menu. I select Bill Pay and the web page changes and states that "Pop-up Blocker must be disabled in order to use the Bill Pay service." Actually, it displays that same screen even when I use Chrome to access this site. But the Bill Pay popup does not display in SafePay.

Note that while using SafePay my windows PC crashed (BSOD) twice. It hasn't done that for years. Oops, make that 3 times, it just occurred while creating this reply. This time it occurred by typing "chase" in the the SafePay address line and then hitting Enter. You should add that scenario to your test suite. Just that alone will keep me from using SafePay, I'll take my chances using a regular browser until there is some assurance that these crashes are eliminated.

camarie

Thanks for the information. I added the bookmark as you suggested and the problem still exists. I hesitate to supply a web page that is displayed after login because it is a secured site. The scenario is that I login to the bank site with ID and password (this occurs on two separate screens). Then it displays a menu. I select Bill Pay and the web page changes and states that "Pop-up Blocker must be disabled in order to use the Bill Pay service." Actually, it displays that same screen even when I use Chrome to access this site. But the Bill Pay popup does not display in SafePay.

Maybe the domain you added is not the same as the one doing the sensitive informations. For example, my bank have the http(s)://www.ing.ro/ but the internet banking is done on https://www.homebank.ro/ - adding ing.ro to Favorites is not enough since also the second domain will attempt to open popups/new windows. Please make sure both of these domains are added to Favorites, if this is the case.

Note that while using SafePay my windows PC crashed (BSOD) twice. It hasn't done that for years. Oops, make that 3 times, it just occurred while creating this reply. This time it occurred by typing "chase" in the the SafePay address line and then hitting Enter. You should add that scenario to your test suite. Just that alone will keep me from using SafePay, I'll take my chances using a regular browser until there is some assurance that these crashes are eliminated.

The BSOD has been extensively discussed in forums in multiple places (Safepay sub-forum included).

Short story: an user program cannot crash the kernel, period. It can attempt to do an operation which is badly handled by one of the driver/system components running in kernel mode; and that is where the crash occurs. AFAIK the culprit is on the driver netio.sys which have a download from Microsoft.

The entire story is here and the hotfix download can be found here.

Please make sure you are in the situation described since any program, not only Safepay, can make the same operation which translates in the same driver call leading to BSOD.

Regards,

Cristian

ybok

Maybe the domain you added is not the same as the one doing the sensitive informations. For example, my bank have the http(s)://www.ing.ro/ but the internet banking is done on https://www.homebank.ro/ - adding ing.ro to Favorites is not enough since also the second domain will attempt to open popups/new windows. Please make sure both of these domains are added to Favorites, if this is the case.

The BSOD has been extensively discussed in forums in multiple places (Safepay sub-forum included).

Short story: an user program cannot crash the kernel, period. It can attempt to do an operation which is badly handled by one of the driver/system components running in kernel mode; and that is where the crash occurs. AFAIK the culprit is on the driver netio.sys which have a download from Microsoft.

The entire story is here and the hotfix download can be found here.

Please make sure you are in the situation described since any program, not only Safepay, can make the same operation which translates in the same driver call leading to BSOD.

Regards,

Cristian

First off let me say that the BSOD problem seems to have been solved using the hotfix to which you referred. That is great news.

However setting the bookmarks did not help with the popup problem. My safepay bookmarks are set to:

https://online.telhio.org/

and

https://online.telhio.org/servlet

These were set using the 'add bookmark" button. Then I displayed the popup not using safepay and saw that the popup address was this:

https://cavion.ezbills.com/csp/CSPServlet

I added that bookmark to safepay but the popup did not appear.

camarie

First off let me say that the BSOD problem seems to have been solved using the hotfix to which you referred. That is great news.

However setting the bookmarks did not help with the popup problem. My safepay bookmarks are set to:

https://online.telhio.org/

and

https://online.telhio.org/servlet

These were set using the 'add bookmark" button. Then I displayed the popup not using safepay and saw that the popup address was this:

https://cavion.ezbills.com/csp/CSPServlet

I added that bookmark to safepay but the popup did not appear.

Glad to hear the BSOD issue is resolved.

About the popup not opening: I asked one of my colleagues to reply here (probably he will ask for some more details, perhaps record some logs to see exactly which is the domain blocked/not allowed to open new window).

Regards,

Cristian

Dudescu Dude

Hello,

Can you give us more information:

- What operating system are you using (including service pack)

- What Bitdefender product are you using (including version number)

- From which browser are you trying to open the link (including version number)

- What are the settings in Safepay settings for "When you enter an online banking website or shop online, Safepay should:)

- Are there any added domains (in Use Safepay for the following domains)

- Exact reproduction steps

Thank you for your time,

Marius Moldoveanu

ybok

Hello,

Can you give us more information:

- What operating system are you using (including service pack)

- What Bitdefender product are you using (including version number)

- From which browser are you trying to open the link (including version number)

- What are the settings in Safepay settings for "When you enter an online banking website or shop online, Safepay should:)

- Are there any added domains (in Use Safepay for the following domains)

- Exact reproduction steps

Thank you for your time,

Marius Moldoveanu

Windows 7 Service Pack 1

Bitdefender Antivirus Plus - Build: 17.24.0.1033

Virus signatures: 10635125

Engine version: 7.52203

Chrome Browser: Version 31.0.1650.63 m

IE Browser: Version: 11.0.9600.16476, Update Versions: 11.0.2 (KB2898785), Product ID: 00150-20000-00003-AA459

Safepay Settings: Safepay should: I have set this to Automatic, Ask, and Do Not Use at various times.

Added Domains: cavion.ezbills.com - Automatic, online.telhio.org - Automatic

Steps: Login to telhio using safepay with either Chrome or IE:

- enter a user id on the user id page,

- then enter a password on the password page to display the main menu page with some account details

- on the main menu page select "Bill Pay" button to redisplay the main menu without the account details

- the Bill Pay popup should be displayed at this point but in safepay it is not displayed. Safepay is a bit slower than IE or Chrome so I did wait for at least 5 minutes and still did not see the popup or anything in a new tab

The above is the general scenario. Today after I enabled SP for IE, I set SP to "Ask Me". I started using IE and SP did not ask but went ahead and started. I exited SP (actually exited so that the red SP icon did not appear in the upper right corner of my window) and went back to IE and logged in to telhio and in each step of the process SP would start and I would exit it. I completed the login using IE and then selected Bill Pay. With each step SP started even though it was set to "Ask Me". When I selected "Bill Pay" in IE, about 7 tabs were created in SP - 6 contained error messages and one contained the "Bill Pay" page.

The error messages in the tabs contained these "Your request was received but it generated an error. The administrator of this server is being notified. Please try again later. Sorry for the inconvenience.". Also "Error 500: java.lang.NullPointerException". Note that the java error occurred whether SP was set to use java or not use java. Also "We're sorry, but we encountered an error while processing your request. Please login again". And some were blank tabs.

After that I logged out of telhio with IE and Chrome. I logged into telhio using SP and selected the Bill Pay button and nothing occurred. I selected it again and a new tab popped up that asked me to login to telhio. I went to the tab that contained the telhio menu and found that I wasn't logged out.

This is unusual and hopefully it contains information that you can use. First, I don't know why SP is not asking me and why SP keeps starting whenever I go to different telhio pages in IE or Chrome. SP does not start when set to "Do not use". Second, I don't know why the java error occurred or why the other error messages were displayed in SP from the telhio site and why there were no problems at all in IE or Chrome.

Thanks.

ybok

Windows 7 Service Pack 1

Bitdefender Antivirus Plus - Build: 17.24.0.1033

Virus signatures: 10635125

Engine version: 7.52203

Chrome Browser: Version 31.0.1650.63 m

IE Browser: Version: 11.0.9600.16476, Update Versions: 11.0.2 (KB2898785), Product ID: 00150-20000-00003-AA459

Safepay Settings: Safepay should: I have set this to Automatic, Ask, and Do Not Use at various times.

Added Domains: cavion.ezbills.com - Automatic, online.telhio.org - Automatic

Steps: Login to telhio using safepay with either Chrome or IE:

- enter a user id on the user id page,

- then enter a password on the password page to display the main menu page with some account details

- on the main menu page select "Bill Pay" button to redisplay the main menu without the account details

- the Bill Pay popup should be displayed at this point but in safepay it is not displayed. Safepay is a bit slower than IE or Chrome so I did wait for at least 5 minutes and still did not see the popup or anything in a new tab

The above is the general scenario. Today after I enabled SP for IE, I set SP to "Ask Me". I started using IE and SP did not ask but went ahead and started. I exited SP (actually exited so that the red SP icon did not appear in the upper right corner of my window) and went back to IE and logged in to telhio and in each step of the process SP would start and I would exit it. I completed the login using IE and then selected Bill Pay. With each step SP started even though it was set to "Ask Me". When I selected "Bill Pay" in IE, about 7 tabs were created in SP - 6 contained error messages and one contained the "Bill Pay" page.

The error messages in the tabs contained these "Your request was received but it generated an error. The administrator of this server is being notified. Please try again later. Sorry for the inconvenience.". Also "Error 500: java.lang.NullPointerException". Note that the java error occurred whether SP was set to use java or not use java. Also "We're sorry, but we encountered an error while processing your request. Please login again". And some were blank tabs.

After that I logged out of telhio with IE and Chrome. I logged into telhio using SP and selected the Bill Pay button and nothing occurred. I selected it again and a new tab popped up that asked me to login to telhio. I went to the tab that contained the telhio menu and found that I wasn't logged out.

This is unusual and hopefully it contains information that you can use. First, I don't know why SP is not asking me and why SP keeps starting whenever I go to different telhio pages in IE or Chrome. SP does not start when set to "Do not use". Second, I don't know why the java error occurred or why the other error messages were displayed in SP from the telhio site and why there were no problems at all in IE or Chrome.

Thanks.

This was all very interesting but after waiting a month for a response I gave up and bought Kaspersky. Good luck.

Vin75

This was all very interesting but after waiting a month for a response I gave up and bought Kaspersky. Good luck.

I came from Kaspersky to Bitdefender on hearing it was one of the best and have not had any problems until recently, on opening safepay i get an acronis scheduler error so after shutting this process down i can open safepay but when on bank sites the green pad lock does not always appear and i have got to the point where i can not trust it anymore and still has not been fixed properly.

I did not have any of this with Kaspersky Pure and will be going back when this license runs out.

camarie

I came from Kaspersky to Bitdefender on hearing it was one of the best and have not had any problems until recently, on opening safepay i get an acronis scheduler error so after shutting this process down i can open safepay but when on bank sites the green pad lock does not always appear and i have got to the point where i can not trust it anymore and still has not been fixed properly.

I did not have any of this with Kaspersky Pure and will be going back when this license runs out.

1. The Acronis scheduler is impacting Safepay; there was a bug, indeed, but it was fixed. Details here: http://forum.bitdefender.com/index.php?showtopic=51868

2. Green lock (certificate indicator) have nothing to do with Acronis detection. The fact that indicator does not always appear is usually due to a poor connection with the website - we saw such things on some banking websites, but the same error occurred in other browsers as well (the website simply did not supplied information). Did you tried also with other browsers?

Cristian