Common Technical Issues... 2

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Lynette Floyd
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1 Table of Contents Common Technical Issues... 2 i. Lagging web browser/slow loading speed... 2 ii. Java Update (to load chart) iii. HTML 5 Charting user guide iv. Non-receipt of One Time Password (OTP) v. Data feed issue due to Anti-Virus Software vi. Token Reactivation... 21

2 Common Technical Issues i. Lagging web browser /Slowing loading speed You may try to speed up the loading speed of the webpage by clearing the browser cache. Internet Explorer Step 1. Click on Tools on menu bar and select Delete browsing history

3 Step 2. Please ensure that the following options are ticked: Temporary Internet Files and Website Files Cookies and website data Download History History Select Delete Step 3. Close the browser by clicking on the X button on the top right hand corner of the page. Step 4. Relaunch the web browser and visit

4 Google Chrome Step 1. Click on icon on the top right hand corner and select History. Scroll to the right and select History.

5 Step 2. Select Clear browsing data

6 Step 3. Select the beginning of time and click on clear browsing data

7 Firefox Step 1. Click on icon on the top right hand corner and select History

8 Step 2. Select Clear recent history

9 Step 3. Select Clear now The following options should be ticked: Browsing & Download History Form & Search History Cookies Cache Active Logins Offline Website Data Site Preferences

10 ii. Java Update (to load charting) You may access the following sites to update the latest Java version on your electronic device. Internet explorer: Firefox: Google Chrome: iii. HTML 5 Charting user guide You may refer to the link below to access the user guide that guides you through the different charting functions. iv. Non-receipt of One Time Password (OTP) Please follow the basic troubleshooting steps below. Should you continue to face the issue, please call our Customer Service hotline. Restart your mobile phone and wait for 5 minutes before logging in again. This will allow time for previously requested OTP to reach your handset. Check if the correct token is used o Hardware ( HWT ): If you have received your HWT from OCBC Securities ( OSPL ), please ensure that the logo on the token bears our name. o Mobile: If there is any recent change in mobile number, please complete the Change/Replacement of OTP form and mail it to us Check if you have blocked OCBC Securities ( OSPL ) SMS number(s) in your handset o OSPL SMS number(s) may be added into your list of blocked numbers, which prevents the handset from receiving SMSes from OSPL o Please refer to your handset guide or contact your service provider (i.e. SingTel/Starhub/M1), if you require guidance to check on blocked number(s)

v. Data feed issues due to Anti-Virus Software Bit Defender PRO 2017 layout Bit Defender Anti-virus scan SSL function is incompatible with and unable to scan the security certificate installed (for

11 v. Data feed issues due to Anti-Virus Software Bit Defender PRO 2017 layout Bit Defender Anti-virus scan SSL function is incompatible with and unable to scan the security certificate installed (for SSL and TLS data encryption) on iocbc. Consequently, if you have Bit Defender PRO 2017 installed as your anti-virus software, you will not be able to view price feed data on our iocbc trading platform. If you wish to view price feed data, the Bit Defender Anti-virus scan SSL function will need to be disabled. If you decide to proceed, please be guided using the following steps.

12 Step 1: Open the bitdefender user menu. Step 2. Select View Modules

13 Step 3. Click on the Settings Button under Web Protection

14 Step 4. Turn Off Scan SSL by clicking on the icon. Step 5. Relaunch your Browser for settings to take effect.

15 AVG Antivirus software Only Applicable to PRO edition

16 Step 1. Click on Options and select Advanced settings

17 Step 2. Select Exceptions located on the left side of the screen, followed by Add exception

18 Step 3. Click on Step 3. Select URL in the dropdown list.

19 Step 4. Enter www1.iocbc.com and ensure that the box besides Online shield is checked. Click on OK

20 Step 5. Verify that www1.iocbc.com should be added into the exceptions list. Click on Apply button. www1.iocbc.com URL

21 vi. Token Reactivation If you have clicked on Resend OTP for more than 6 times, your token will be locked for security purposes. To reactivate your token, you may contact our Customer Service Officers at to assist you.

Browser Settings. Updated 4/30/ SSF

Browser Settings. Updated 4/30/ SSF Browser Settings Updated 4/30/2014 - SSF Contents How to Locate the Online Banking URL... 3 Initial Steps for Browser Settings... 8 Internet Explorer... 9 Firefox... 13 Chrome... 18 Safari 6.0.5 and up...