Corporate e-Banking FAQ

【Apply】

1. What are required to sign up Corporate e-Banking?


To apply for Corporate e-Banking, customer must have at least one savings or current account with China Everbright Bank Hong Kong Branch (the “Bank”).

2. What documents are required?


If you wish to apply for Corporate e-Banking, please contact your relationship manager of the Bank. You will need to fill out the Bank’s Corporate e-Banking Application form and accept the related Terms and Conditions.


【Logon】

1. No logon screen after clicking "Logon Corporate e-Banking > English". Why?


Your browser may have set "High" security level for pop-up window. At the "website address" field, there is a message: "Stop one pop-out window, to view this pop-up window or other options, click here...". Click this message, choose "always allow pop-out windows from this website", then you can continue.

2. Why "Cannot display normally" after clicking “Logon Corporate e-Banking > English"?


Please follow the steps below:
   (1) Delete temporary files and clear SSL State: To delete temporary files, open Internet Explorer, click "Tools" -> "Internet Options" -> "General" -> "Temporary Internet files" -> "Delete Files (F)". To clear SSL State, open Internet Explorer, click "Tools" -> "Internet Options" -> "Content" -> "Clear SSL State".
   (2) Open Internet Explorer, click "Tools" -> "Internet Options" -> "Security -> "Trusted sites" -> "Sites", enter "*.cebbank.com.hk" to "Add this website to the zone" (uncheck the box that says "Require server verification (https) for all sites in this zone"), click "Add" and "Confirm".
   (3) To check if the certificate is still valid, at the task bar double-click "E" icon, select your certificate, click "General" to view the validity period. If the certificate has expired, you need to apply a new one at the Bank;
   (4) If this problem continues, click "Control Panel" and uninstall the driver. After you restart the computer, go to "http://ebank.cebbank.com.hk/", download "Sunshine USBKey driver" and install the driver again.

3. I click "Logon" and choose "Authenticate customer", certificate in the USBKey does not show up. Why?


Your computer cannot retrieve the certificate in the USB. Find CertRegX.exe from "Task Manager" and end the task. Find CertRegX.exe from the "Drivers" folder (default folder: C:\Program Files\Mingwah\CSP_V3). Double click the CertRegX.exe and run it. After that, you can logon normally.

4. "Cannot display" is shown after I insert USBKey and enter the password. How to fix the problem?


(1) Check if your certificate is within the validity period. If the certificate has expired, contact the Bank to apply for a new one.
(2) Check your IE version. Currently the Bank does not support 64-bit browser. Steps: Start up Internet Explorer -> click "Help" -> "About Internet Explorer (A)" -> view the "Version". If "64-bit" is included, it means you are using a 64-bit browser, follow the steps below:
   <1> Click "Start" -> "Control Panel"- "Add or Remove Programs", uninstall the driver for Sunshine USBKey;
   <2> Restart your computer;
   <3> Go to "http://ebank.cebbank.com.hk/", download "Sunshine USBKey driver" and install the driver again;
   <4> If your browser is 64 bits, after you install the driver, go to C:\Program Files\Internet Explorer(X86)\iexplore.exe (the IE is 32 bits in this folder), then start up Internet Explorer.

5. What should I do if "Certificate details do not match with customer information, cannot logon"?


(1) The reason can be an incorrect certificate or operator. Make sure you choose the Bank’s certificate and the certificate must be binding with an operator (All China Everbright Bank certificates are opened with @041. If necessary, use "Management tool" to view the information in the certificate);
(2)Delete temporary files and clear SSL State: To delete temporary files, open Internet Explorer, click "Tools" -> "Internet Options" -> "General" -> "Temporary Internet files" -> "Delete Files (F)". To clear SSL State, start up Internet Explorer, click "Tools" -> "Internet Options" -> "Content" -> "Clear SSL State".

6. I enter "Customer ID/Alias, Operator No./Alias, Password" and click "Logon". The screen shows an error message "Cannot display". How to fix the problem?


Follow the below steps to check your computer:
   (1) To check if the certificate is still valid, at the task bar double-click "E" icon, select your certificate, click "General" to view the validity period. If the certificate has expired, you need to apply the new one at the Bank;
   (2) Download and install "CEB E-Banking Assistant" to detect and repair the online account. If the problem continues, follow the steps below:
   (3) Start up Internet Explorer, click "Tools" -> "Internet Options" -> "Advanced" -> "Use SSL 3.0" and "Use TLS 1.0". Enable these two options and disable all others;
   (4) Start up Internet Explorer, click "Tools" -> "Internet Options" -> "Connections" -> "LAN settings (L)" -> "Proxy server". If you cannot connect to the internet and use proxy server, cancel the settings (If your computer has installed stock trading software, the address of proxy server should be: 127.0.0.1); If you can logon via proxy server, make sure if the proxy server supports SSL 3.0;
   (5) Delete temporary files and clear SSL State: To delete temporary files, start up Internet Explorer, click "Tools" -> "Internet Options" -> "General" -> "Temporary Internet files" -> "Delete Files (F)". To clear SSL State, start up Internet Explorer, click "Tools" -> "Internet Options" -> "Content" -> "Clear SSL State";
   (6) If the problem continues, install the driver for Sunshine USBKey again. Go to "http://ebank.cebbank.com.hk/", download "Sunshine USBKey driver" and install the driver again;
     If you have problem during installation:
      <1> In C:\Program Files, delete "ngsrv" if you find it;
      <2> In C:\WINDOWS\system32, delete all files starting with "ng";
      <3> Delete "ngsrv" in the Registry, click "Start"-> "Run", enter "regedit" to open the Registry, click "Edit--Find", enter "ngsrv", delete it;
      <4> In the Registry, delete HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\4673551D-StarKey220-CEBB-A218-48BDAE051E2B_std; <5> In C:\WINDOWS\Temp, delete InstallReboot.

7. A blank page comes out after I click "Logon Corporate e-Banking > English". Why?


(1) Open Internet Explorer, click "Tools" -> "Internet Options" -> "Advanced" -> Click "Use SSL 3.0" and "Use TLS 1.0". Enable these two options and disable all others.
(2) Open Internet Explorer, click "Tools" -> "Internet Options" -> "Connections" -> "LAN settings (L)" -> "Proxy server". If you cannot connect to the internet and use proxy server, cancel the settings (If your computer has installed stock trading software, the address of proxy server should be: 127.0.0.1); If you can logon via proxy server, make sure if the proxy server supports SSL 3.0;
 (3) To check the online connection, click "Start" -> "Run", if you cannot open the Bank home page, enter command "telnet www.cebbank.com.hk 443"; If you cannot open logon page, enter "telnet ebank.cebbank.com.hk 443". If in error, contact your internet service provider;
(4) Delete temporary files and clear SSL State: To delete temporary files, start up Internet Explorer, click "Tools" -> "Internet Options" -> "General" -> "Temporary Internet files" -> "Delete Files (F)". To clear SSL State, start up Internet Explorer, click "Tools" -> "Internet Options" -> "Content -> "Clear SSL State";
(5) Check if there are other certificates available. Click "Tools" -> "Internet Options" -> "Security" -> "Custom Level" -> "Miscellaneous" -> "Don't prompt for client certificate selection when no certificates or only one certificate exists", "Disable" this option;
(6) Check if the certificate displayed in the pop-up window is starting with 041@ and customer name. Tick the certificate and check if it is in "normal" state (If in "abnormal" state", go to the Bank to fix it"; Check if the links to "CFCA ROOT CA" and "CFCA OPERATION CA2" are complete. Install the link if you do not download the certificate at ebank.cebbank.com.hk). If no certificate is available, check if you have installed Sunshine USBKey driver. Alternatively, double-click the "E" icon at the task bar to find if there are certificates available. If no certificate, insert Sunshine USBKey. Once you confirm your USBKey is normal and no certificate, reboot your computer.

8. What is "http 403 Forbidden" error and how to fix it?


(1) Reinstall driver and ActiveX;
(2) Use CEB E-Banking Assistant to detect the internet connection (it is possible that the ports used by driver company and CEB are closed);
(3) Reset IE, start up Internet Explorer, click "Tools" -> "Internet Options" -> "Advanced" -> "Reset Internet Explorer settings", click "Reset". Click "Tools" -> "Internet Options" -> "Advanced" -> "Use SSL 3.0" and "Use TLS 1.0". Enable these two options and disable all others, restart IE.
(4) If the problem continues after resetting IE, use 360 or sogou browser;
(5) Check the validity period of your certificate, if expired, get a new one at the Bank;
(6) Contact the Bank and replace the Sunshine USBKey;
(7) If the problem remains after going through the above steps, mark down each step you have taken and error messages, contact the Bank for assistance.


【Use】

1. What are the main functions currently available in Corporate e-Banking?


Currently the Bank offers Account Enquiry and Statement Download in Corporate e-Banking.

2. How far back can I view the online transaction history in Corporate e-Banking?


Currently, you may enquire on the details of your online transactions up to the past 13 months. For each enquiry, you may select the period up to 3 months.

3. What should I consider if I wish to apply for a certificate?


You should download the certificate within 14 days from the date shown on the PIN Mailer (the Ref. No. and Authorization Code are valid for 14 days). Otherwise you have to apply again if the Ref. No. and Authorization Code expire. Besides, you can download the certificate only once. If you fail to download, you have to apply again.


【Security】

1. How safe is Corporate e-Banking?


(1) CFCA certificates are used to verify user identity and stop intrusion on the system.
(2) For any changes submitted by an administrator, it must be approved by another administrator in order to be in effect.
(3) Multi-layer firewalls, exclusive encryption card, ISS system is used to scan vulnerabilities of corporate banking system and real-time monitoring of intrusion.


【Sunshine USBkey】

1. How many times that I can enter wrong password for my Sunshine USBKey before it is locked? How to unlock?


Your Sunshine USBKey will be locked if you enter incorrect password for 6 times. To unlock, please initialize the USBKey to restore the initial password, and then go to the Bank to apply for a new certificate

2. No automatic installation of the driver after I connect Sunshine USBKey to my computer. What should I do?


When you insert Sunshine USBKey to your computer, CEB system will prompt you to install the driver. If the driver cannot be installed automatically because of the settings in your computer, follow the steps below:
   Step 1: Click "My Computer", your CD drive should show up a message as below:
    
   Step 2: Right-click the icon, click "Open":
    
  Double-click InterPass3000_CEB and install.

3. What happen if I insert Sunshine USBKey in my computer and do not used it for a long time?


If your USBKey is inserted in the computer and idle for 120 minutes, CEB system will automatically disconnect for security reason. To use the USBKey, unplug and insert it again to the computer.

4. When I perform banking transactions online, what if I do not reply immediately the message displayed on the screen of my Sunshine USBKey?


To protect your online account, if no reply received within 60 seconds, a time-out message will be displayed on the screen, and the transaction will be automatically cancelled.

5. What are the requirements to enter a password for my Sunshine USBKey?


(1) Do not choose a string of 8 consecutive alphabets from abcdefgh....xyz, ABCDEF....XYZ;
(2) Do not use repeated alphabets such as aaaaaaa;
(3) Do not use repeated numbers such as 1111111;
(4) Do not use a string of 8 consecutive numbers from 1234567890, such as 34567890;
(5) If you enter any of the above, CEB system will prompt "Your password is too simple, enter again".

6. I insert Sunshine USBKey, my computer screen displays the homepage of China Everbright Bank. Why?


In the management tool of Sunshine USBKey, the default setting is to display the homepage of China Everbright Bank, as below:

You can change it to http://www.cebbank.com.hk. We suggest you input our official website address to prevent visiting phishing websites or spoofed websites that look very similar to China Everbright Bank homepage.