The Banking Protection pop-up banner does not appear when I visit a banking site

Issue:

When visiting a banking site, the Banking Protection banner or tab does not appear.

Resolution:

To help troubleshoot, do the following:

Ensure that you are using a supported browser:
- Internet Explorer 11
- Mozilla Firefox (two latest major versions)
- Google Chrome (two latest major versions).
- Note: Microsoft Edge is now officially supported (latest version based on chromium): https://community.f-secure.com/safe-en/kb/articles/5254-f-secure-safe-supports-microsoft-edge-chromium-based-browser
Check that Banking Protection is enabled in the settings:

Open Main F-Secure product view
Choose Settings
Turn Secure browsing On/Off.

If the product has been upgraded, restart the computer and try accessing your online bank again.
- Note: Do a restart and NOT Shut down and then start, as Windows no longer fully shuts down the computer in most cases when you choose the Shut down

Turn off and on the security features of the product:

Open F-Secure program
Click on Tools
Click on Turn off all security features
Click on Turn on, to activate the program again.

Check that the Browsing Protection extension is enabled on the browser:

If you use Microsoft Edge

Open the browser
Look for the 3 dots on top right corner, click on it
Once done, choose Extensions
Under Installed Extensions, look for Browsing Protection by F-Secure
Move the slider button to the right to enable it, once done it will turn to blue to indicates it is enabled

If you use Firefox:
1. Open your browser to check if the browser extension is turned on
2. Select Add-ons from the menu, then click Extensions
3. Click Enable next to the Browsing Protection extension
If you use Chrome:
1. Select More tools > Extensions from the menu
2. Select Enable next to the Browsing Protection extension
3. Go to the Details
4. Under Site access select On all sites
If you use Internet Explorer:
1. Select Tools > Manage Add-ons
2. Select the Browsing Protection extension, and click Enable
If the browsing protection extension is not listed in your browser, you need to reinstall the extension manually:
1. Open the F-Secure product user interface
2. Go to Settings
3. Go to the Secure browsing tab and scroll down to the Browser extensions section
4. If you use Firefox or Internet Explorer, click Reinstall extensions.
5. If you use Chrome, click Open Chrome Web Store to go the browsing protection extension's page, and then click Add to Chrome.

Try entering another online bank:
If it works, then your online bank is most likely not included in our database. In this case, submit your online bank to our Labs for analysis as follows:

Go to Submit a Sample.
Under the URL Sample tab, paste in your online bank's web address (URL) into the Sample URL text box.
Check the "I want to give more details about this sample and to be notified of the analysis results" and fill in the contact form.
Under URL type, select Banking Protection related issue or problem.
Under Problem type, select Banking session does not activate when entering site.
Give your sample a subject and description, and click Submit URL sample.

If the issue persists, re-installation of the F-Secure product may be required.

Article no: 000001080