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  • 1. What if the customer certificate is damaged or lost?

    • The customer should fill in the Application Form of IB for Customer Certificate of the Corporate Internet Banking to apply a replacement and collect the new NetShield provided by the opening bank.

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  • 2. What if the customer forgets the NetShield password?

    • (1) Apply to the opening bank for the reissuing the certificate and collect the certificate password envelop provided by the opening bank.

    (2) Logon to the homepage of IB (www.cib.com.cn) and click “Management Tools for NetShield” under the “Download Center” and download and run the initializing tool that corresponds to your NetShield model; then click “Download Certificate” under the “Download Center” and operate as indicated in the page.

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  • 3. What if the passwords for the supervisor, administrator or operator are forgotten?

    • If the supervisor or the administrator forgets the password, they are required to fill in the Application Form for Resetting the Password for Corporate Internet Banking (stamped with the reserved corporate seal) and process ht resetting at the opening bank by presenting their ID certificates; if the operator forgets the password, the administrator may reset the password in Corporate Internet Banking after logon.

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  • 4. Why can’t I log onto Corporate Internet Banking after installing the WINDOWS update patch?

    • This is probably because you have installed the Microsoft Windows KB977377 Patch: (a workaround that server administrators can install to disable TLS and SSL renegotiation). According to the announcement for the KB977377 Patch published on Microsoft website, the download of the patch is recommended for server administrators only, and it is unnecessary for other users to install it. We recommend that you install patches with 360. You should only install patches for serious loopholes suggested by 360, and ignore optional patches or those patches that are not recommended. If you have already installed this patch, please use the Add/Remove Program in the Windows Operating System to remove the patch and then reboot your computer.

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  • 5. After the customer imports the certificate to another computer or the NetShield certificate is shifted to another computer, why is “the page cannot be displayed” prompted when logging on with the certificate.

    • Possible causes include:

    (1) No certificate link is installed in the new computer after replacement.

    You can download the “Certificate Link and Signing Control” from the Download Center and install it.

    (2) There is a problem in the setting of the IE proxy server, whose “Security” is blank.

    You can click on IE Explorer-Internet Options-Connections-Proxy Server Setting to configure the Security the same as other proxies.

    (3) There are problems in other settings of IE Explorer.

    You can reset IE Explorer to default settings: For IE6, please click “Reset Web Settings” from the “Programs” under IE-Internet Options; for IE7 and above, please click “Reset” under IE-Advanced.

    Please also clear the buffer cache: delete history, temporary internet files and cookies in IE-General.

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  • 6. When logging on with the certificate, the “Select the Certificate” box appears, but the available certificate list is blank and the box is different from the normal certificate check box.

    • The problem may be related to the security proxy software running in your computer provided by the securities trader. Please exit the security proxy software from the system tray at the bottom right corner of the screen

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  • 7. After successful logging on to Corporate Internet Banking, the menu on the left cannot be opened normally.

    • This is probably because javascript cannot run normally in your IE Explorer. Please reset the “Security” and “Advanced” settings in the Internet Options to their defaults. If the IE “Popup Blocker” is checked, please allow all of the popups of the IB Website.

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  • 8. When logging on to Corporate Internet Banking, I get returned to the logon page after the logon name and password are input.

    • This is because cookies are disabled in IE Explorer. Please reset the “Security” and “Privacy” settings the Internet Options to their defaults. If any third party software (e.g. Internet Helper) disables cookies, please uncheck the Disable Cookies option in the third party software.

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  • 9. When a corporate customer makes a payment or transfer, the system prompts “the signing certificate compliant with cn has not become valid”.

    • The cause might be that the settings of date, time or time zone of your computer system are incorrect. Please set the time of your computer system to the current standard Beijing date and time.

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  • 10. When a corporate customer makes a payment or transfer, the system prompts “Error: the object does not support this attribute or method. Info: Control might not be installed or installed incorrectly in the machine, Please sign after installation”.

    • The cause might be that the installation of the signing control has failed. Please download the “Certificate Link and Signing Control” from the Download Center and reinstall it.

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  • 11. The page cannot be displayed normally when a frequent account is selected and a yellow “!” is displayed at the bottom left of the page prompting an error in the page.

    • The cause might be that there are invalid characters like “<>`\/()” in the frequent account you have saved. Please enter the “Usual Account Management” of Corporate Internet Banking and delete the frequent account that contains invalid characters.

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  • 12. The prompt “object error” is displayed when clicking on the drop down menu for frequent accounts.

    • Possible causes include:

    (1) The IE Explorer version is outdated.

    Please upgrade to 6.0 and above.

    (2) Improper IE Explorer settings.

    Reset IE settings to defaults: For IE6, please click “Reset Web Settings” from the “Programs” under IE-Internet Options; for IE7 and above, please click “Reset” under IE-Advanced.

    (3) The third party software installed in the IE Explorer is disabling the script, such as an internet helper or search toolbar.

    Please uninstall these IE plug-ins.

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  • 13.When signing the certificate, how should “the property or method is not supported by the target” notification be handled?

    • In order to reinforce the security of the certificate, the China Financial Certification Authority (CFCA) has updated the certificate signature widget of our bank. Now, most customers can upgrade the widget normally. However, due to different computer circumstances, a few customers may not be able to do so. If you have encountered this problem, please try the following steps:

    1. Exit the personal banking system.

    2. Download the certificate signature widget and install it.

    3. Log on to the personal/corporate banking system to verify whether the signature functions properly. 

    4. If the signature still cannot be used, please try to replace the browser (such as Maxthon browser or 360 browser).