Bank of the West Portfolio Online Troubleshooting Tips & FAQ s

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Morris Wilson
7 years ago
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1 Bank of the West Portfolio Online Troubleshooting Tips & FAQ s

2 Table of Contents Troubleshooting Tips 1. Software Settings 1.1. I have Adobe Reader, but I can t view the graphics. How do I install a version compatible with Portfolio Online? 1.2. How can I view.xls files on Portfolio Online? Computer Settings How can I adjust my computer settings to check for new versions of Portfolio Online? Internet Explorer Safari Firefox FAQ s 1. Why won t my MSN Explorer work with Portfolio Online? 2. What period is the Gain/Loss Summary table based on? 3. Why won t the print function work? 4. Why is it that when I click on the Log Out function, Portfolio Online won t let me log out? Do I have to click the X on the upper right hand corner to exit? 5. How can I view a security s acquisition date and tax lot detail?

Why won t my MSN Explorer work with Portfolio Online? 2. What period is the Gain/Loss Summary table based on? 3. Why won t the print function work? 4.

3 Troubleshooting Tips 1. Software Settings 1.1. I have Adobe Reader, but I can t view the graphics. How do I install a version compatible with Portfolio Online? You will need Adobe Reader version 8.0 or newer in order to view statements on Portfolio Online. To download the most current version: 1.1. STEP 1 Visit and click Download now. Then follow the on-screen instructions provided. Make sure the operating system listed is correct before downloading Adobe Reader. Click this button to download. Note: When you use Adobe Reader for the first time, you will be required to accept the terms and conditions of Adobe s User Agreement How can I view.xls files on Portfolio Online? In order to view.xls files on Portfolio Online, you will need to have Microsoft Excel installed on your computer. You can download Excel by visiting and following the instructions provided. 3

Then follow the on-screen instructions provided. Make sure the operating system listed is correct before downloading Adobe Reader. Click this button to download.

4 2. Computer Settings 2.1. How can I adjust my browser settings to make sure I m always viewing the most current information on Portfolio Online? While browsing web pages, your browser automatically stores page data and information, so that future visits of the page can be served up faster. The process is referred to as caching, and you can set your browser to automatically clear your cache after every session, so you ll be sure to always access the most recent version of Portfolio Online To set your Internet Explorer options to check for the latest version of Portfolio Online: STEP 1 Open Internet Explorer STEP 2 Click the Tools menu and select Options. 4

The process is referred to as caching, and you can set your browser to automatically clear your cache after every session, so you ll be sure to always access the most

5 STEP 3 On the General tab, under the Browsing history section, select Settings STEP 4 Under Settings, select the Every time I visit the webpage option. This process ensures that you will access the latest version of the Portfolio Online webpage on every visit. 5

1. STEP 4 Under Settings, select the Every time I visit the webpage

6 To set your Safari options to check for the latest version of Portfolio Online: Safari is unable to automatically empty its cache and check for the latest versions of web pages. However, cache can be cleared manually in a few easy steps: STEP 1 Open Safari STEP 2 Click the Safari menu in the upper left corner and select Empty Cache. 6

web pages. However, cache can be cleared manually in a few easy steps: 2.

7 STEP 3 Click Empty. Close and reopen the Safari Web browser. 7

8 To set your Firefox options to check for the latest version of Portfolio Online: STEP 1 Open Firefox STEP 2 Click the Tools menu and select Options. 8

9 STEP 3 Click the Privacy tab, and from the Remember History drop-down, select Use custom settings for history STEP 4 Select the Clear history when Firefox closes box, then click on the Settings button. 9

10 STEP 5 Make sure that the Browsing History, Download History, Form & Search History, Cookies, Active Logins, and Cache boxes are selected. Then click OK on this screen, and in the options screen to save your preferences. 10

11 FAQs 1. Why won t my MSN Explorer work with Portfolio Online? For a list of compatible browsers, please see the list below: Compatible Browsers: Internet Explorer 8.0 Internet Explorer 9.0 with Windows 7 Firefox 3.5 Firefox 3.6 Firefox 4.0 with Windows 7 Safari 3.0 Safari 4.0 Safari What period is the Gain/Loss Summary table based on? The Gain/Loss Summary table provides two sets of data, representing both long-term and short-term realized gains/losses for the account or group of accounts. The two data tables are based on actual transaction history that has occurred in the account or group of accounts based on a year-to-date time *period. *Year-to-date is based on either a calendar year period (January 1-December 31), or fiscal year (typically June 1 to May 31). The year-to-date schedule varies depending on the account. 11

The Gain/Loss Summary table provides two sets of data, representing both long-term and short-term realized gains/losses for the account or group of accounts.

12 3. Why won t the print function work? If you re not using one of the recommended compatible browsers, you will experience limited functionality on Portfolio Online. For all functions to work properly you must use one of the following compatible browsers: Compatible Browsers Internet Explorer 8.0 Internet Explorer 9.0 with Windows 7 Firefox 3.5 Firefox 3.6 Firefox 4.0 with Windows 7 Safari 3.0 Safari 4.0 Safari Why is it that when I click on the Log Out function, Portfolio Online won t let me log out? Do I have to click the X on the upper right hand corner to exit? If you re not using one of the recommended compatible browsers, you will experience limited functionality on Portfolio Online. For all functions to work properly you must use one of the following compatible browsers: Compatible Browsers Internet Explorer 8.0 Internet Explorer 9.0 with Windows 7 Firefox 3.5 Firefox 3.6 Firefox 4.0 with Windows 7 Safari 3.0 Safari 4.0 Safari

6 Firefox 4.0 with Windows 7 Safari 3.0 Safari 4.0 Safari 5.0 4. Why is it that when I click on the Log Out function, Portfolio Online won t let me log out?

13 5. How can I view a security s acquisition date and tax lot detail? In the Portfolio Positions page, click on the Next Step icon then select Tax Lot Detail. A pop-up window will appear listing the securities acquisition information. 13

14 Equal Housing Lender. Deposit and loan products offered by Bank of the West, Member FDIC *Investments and variable annuities are offered through BancWest Investment Services, a registered broker/dealer, Member FINRA/SIPC. Financial Professionals are registered representatives of BancWest Investment Services. **Fixed annuities/insurance products are offered through BancWest Insurance Agency in California (License # 0C52321) and through BancWest Insurance Agency in Utah, and through BancWest Investment Services in AZ, CO, IA, ID, KS, MN, MO, ND, NE, NM, NV, OK, OR, SD, WA, WI, WY, HI, GUAM and CNMI. BancWest Investment Services is a wholly owned subsidiary of Bank of the West. BancWest Corporation is the holding company for Bank of the West. BancWest Corporation is a wholly owned subsidiary of BNP Paribas. BancWest Investment Services is not a tax or legal advisor. Please consult your tax or legal advisor for more information regarding your personal situation. Investment, Annuities, and Insurance Products are: NOT FDIC INSURED NOT BANK GUARANTEED MAY LOSE VALUE NOT A DEPOSIT NOT INSURED BY ANY FEDERAL GOVERNMENT AGENCY Form # (08/11) 14

Financial Professionals are registered representatives of BancWest Investment Services.

Commission* Up to $2,400.99

Commissions and Fees unique to Advisor Directed Accounts: Equities* (includes Exchange Traded Funds) Principal Amount Commission* Up to $2,400.99 $50.00 $2,401.00 to $10,000.99 $38.00 0.85% of Principal