Unable to log into PNC.com website
As of last week, I have been unable to log into the PNC.com website (exact URL: https://www.pnc.com/en/personal-banking.html)
I am not sure exactly what the problem is but I have no trouble logging in if I use Microsoft EDGE. My belief is that the problem is specific to the FIREFOX browser.
Laptop System: OS: Windows 10 pro (64 bit) OS Version: - 22H2 OS Build - 19045.2728
Firefox version - 111.0 (64-bit)
1st scenario - Go to URL - https://www.pnc.com/en/personal-banking.html
- attempt to sign in with appropriate username and Password
- receive error message on screen
- It looks like you're experiencing problems logging in.
- You can try to fix this a few different ways.
- Log in through the PNC Mobile app
- Use a different browser or device
- Enable popups on your browser
- Don't use a VPN when you visit PNC websites
- Type in your User ID and password
- Clear your browser's cache or cookies
- If you still have trouble after taking these steps, please call the Customer Care center at 1-800-762-2035, and give this error code: CODE 18 - 104.231.43.48.
- I have attempted to clear my cache but it does not seem to have any affect on being able to log in.
Cache cleared by Clicking Tools>Settings > Privacy & Security > History > placed check mark in all boxes (Browsing & Download history, Active Logins, Form & Search history, Cookies, Cache) Data (Offline webite data)
If I then use the troubleshooting mode of Firefox, I am successful in being able to log on but only for this instance. To access Troubleshooting mode HELP > troubleshoot mode > I then receive a message "Your extensions, themes, and custom settings will be temporarily disabled." Do you wish to proceed? yes or no.
I have attempted to go into my setting on Firefox and "add" PNC as an allowable site
- Tools > Settings > Privacy & Security > Enhanced tracking protection > Manage exceptions > added https://PNC.com
- Tools > Settings > Privacy & Security > Cookies and Site data > Manage exceptions > added https://PNC.com
- Tools > Settings > Privacy & Security > HTTPS-Only Mode > this is set to "Don’t enable HTTPS-Only Mode"
Can anyone offer some advice on what might be occuring and what setting I can change to allow PNC once again to be accessible?
Thanks for any advice or suggestions in advance.
All Replies (4)
Hmm, this is interesting:
If I then use the troubleshooting mode of Firefox, I am successful in being able to log on but only for this instance. To access Troubleshooting mode HELP > troubleshoot mode > I then receive a message "Your extensions, themes, and custom settings will be temporarily disabled." Do you wish to proceed? yes or no.
Do you mean that you go into Troubleshoot Mode, login works, you sign out of the site, and you can sign in again? But after you close Firefox and start up normally, it doesn't work?
One possible explanation is that one of your add-ons is blocking something the site needs to log you in. I'm not familiar with all the icons of your toolbar, so I don't know which one might be the culprit (or maybe it's on the Extensions button drop-down anyway). Traditionally, we would suggest testing the effect of disabling each add-on that could be blocking content on pages or changing how the browser connects, either one at a time, or several at a time, until you can narrow it down to one culprit.
We have seen more issues reported with accessing PNC bank. In this case a refresh with bypassing the cache worked.
- /questions/1403542 Why am I no longer able to log on to my PNC online banking? I'm using an IMAC computer.
You can try these steps in case of issues with webpages:
You can reload webpage(s) and bypass the cache to refresh possibly outdated or corrupted files.
- hold down the Shift key and left-click the Reload button
- press "Ctrl + F5" or press "Ctrl + Shift + R" (Windows,Linux)
- press "Command + Shift + R" (Mac)
Clear the Cache and remove the Cookies for websites that cause problems via the "3-bar" Firefox menu button (Settings).
"Remove the Cookies" for websites that cause problems:
- Settings -> Privacy & Security
Cookies and Site Data: "Manage Data"
"Clear the Cache":
- Settings -> Privacy & Security
Cookies and Site Data -> Clear Data -> [X] Cached Web Content -> Clear
- https://support.mozilla.org/en-US/kb/clear-cookies-and-site-data-firefox
- https://support.mozilla.org/en-US/kb/how-clear-firefox-cache
Start Firefox in Troubleshoot Mode to check if one of the extensions ("3-bar" menu button or Tools -> Add-ons -> Extensions) or if hardware acceleration or if userChrome.css/userContent.css is causing the problem.
- switch to the Default System theme: "3-bar" menu button or Tools -> Add-ons -> Themes
- do NOT click the "Refresh Firefox" button on the Troubleshoot Mode start window
jscher2000,
Thanks for the suggestions. Here is what I am seeing.
I accessed my extensions/Themes and if I read them right I have the following:
PLUGINS 1. OPENH264 video codec 2. WideVine Content decryption
THEMES 1. System Theme - Auto
EXTENSIONS 1. Bitwarden 2. Lastpass 3. DuckDuckGo Privacy Essentials
I then turned off all 3 above extensions to see if FIREFOX would let me log into the PNC website/URL. No luck. I still receive the same error message.
cor-el,
Here is what I have learned over the last day.
1. I tried your suggestions about reloading the webpages. Since I use a WINDOWS laptop, I did the "CTRL + F5". This did not have any affect on changing my login problem.
2. I then tried clearing/removing Cookies. Settings > Privacy > Cookie site data > Manage data. I cleared all and then closed out my FIREFOX Browser and opened it up again. I went slow allowing time for the new webpages to load and store what they needed. I have no change in ability to log into the PNC.com website.
3. I then tried to clear the CACHE. Settings > Privacy > Cookies and site data > Clear Data > placed a check mark actually in both boxes (Cached web content)(Cookies and site data). I then closed out my firefox browser and then reopened it. BANG, I was able to actually progress a little in this step.
I was successfully able to enter my username and password. I was then presented with the PNC landing page that wanted me to verify my identity. It requested to send a text message to my phone to give me a number. I received the number and was then allowed entry to my PNC account.
I then logged out of PNC and attempted to log back in but NO SUCCESS! Dang....
I then tried changing my my privacy settings to "STANDARD" hoping that would provide less blocking. Settings > Privacy >Enhanced Tracking Protection > STANDARD.
No affect, still not able to log in.
Then I called PNC 1-800 number to see if they had any recommendations for using FIREFOX. All they told me was that Microsoft EDGE was the preferred browser, so no luck from PNC..
Still thinking that something in my Firefox browser is not set correctly? Would deleting the app and then reinstalling it provide a fix? Will a reinstall overwrite any problem data?
thanks for any suggestions....