al rayan — Online banking is being switched off

bristolleedsfan

colsten said:

bristolleedsfan said:

This is the part I am stuck on, how to do it lol , when I turn on  hard token I just get not activated goodbye - A Cronto image (similar to a QR code) will appear on screen; turn on your hard token and scan this image.

Did you try activating your hard token?

Yes, hence me reaching this stage of instructions - A Cronto image (similar to a QR code) will appear on screen; turn on your hard token and scan this image.

colsten

bristolleedsfan said:

colsten said:

bristolleedsfan said:

This is the part I am stuck on, how to do it lol , when I turn on  hard token I just get not activated goodbye - A Cronto image (similar to a QR code) will appear on screen; turn on your hard token and scan this image.

Did you try activating your hard token?

Yes, hence me reaching this stage of instructions - A Cronto image (similar to a QR code) will appear on screen; turn on your hard token and scan this image.

So what happens if you scan the cronto?

bristolleedsfan

colsten said:

bristolleedsfan said:

colsten said:

bristolleedsfan said:

This is the part I am stuck on, how to do it lol , when I turn on  hard token I just get not activated goodbye - A Cronto image (similar to a QR code) will appear on screen; turn on your hard token and scan this image.

Did you try activating your hard token?

Yes, hence me reaching this stage of instructions - A Cronto image (similar to a QR code) will appear on screen; turn on your hard token and scan this image.

So what happens if you scan the cronto?

Nothing which was why i was wondering if their was a certain way/knack of doing so, not something I have ever done on a desktop with 32" screen

colsten

So what you are saying is that you don't see the cronto? Have you tried in different browsers? If that doesn't work, I reckon you will have to call Al Rayan

masonic

bristolleedsfan said:

colsten said:

bristolleedsfan said:

colsten said:

bristolleedsfan said:

This is the part I am stuck on, how to do it lol , when I turn on  hard token I just get not activated goodbye - A Cronto image (similar to a QR code) will appear on screen; turn on your hard token and scan this image.

Did you try activating your hard token?

Yes, hence me reaching this stage of instructions - A Cronto image (similar to a QR code) will appear on screen; turn on your hard token and scan this image.

So what happens if you scan the cronto?

Nothing which was why i was wondering if their was a certain way/knack of doing so, not something I have ever done on a desktop with 32" screen

I had to adjust my monitor settings to get it to work. If the colours are off then it won't work. I normally run with a low blue light setting to help with eye strain.

bristolleedsfan

masonic, how close to the screen did you scan the cronto, was the action of scanning it fast or slow????

pafpcg

bristolleedsfan said:

colsten said:

bristolleedsfan said:

This is the part I am stuck on, how to do it lol , when I turn on  hard token I just get not activated goodbye - A Cronto image (similar to a QR code) will appear on screen; turn on your hard token and scan this image.

Did you try activating your hard token?

Yes, hence me reaching this stage of instructions - A Cronto image (similar to a QR code) will appear on screen; turn on your hard token and scan this image.

From your questions I'm assuming that your desktop browser is displaying the Cronto image (coloured QR-like image), but you can't get your hardtoken to recognise the Cronto image.  So, the follow-up questions are:

1. Does the hardtoken switch-on and display anything on its screen? 
If nothing appears, are the batteries charged and properly inserted? 
Check for a stuck button - the keys are easy to trap under the shell of the device; if a key is stuck, the device won't switch on! 
You need to press and hold  the red on/off key for a couple of seconds to switch it on.

2. You need to activate the device (supply PIN numbers, successfully attach to the bank web-site etc).  You can check if the device has been activated by pressing and holding the red button for three or four seconds to display the device's internal operations menu; the second menu option lists the activations.

3.  And to aid those like me that think it operates like a TV remote control, don't point the end of the device at the Cronto image, the "camera lens" is in the back like a smartphone.  That catches me everytime!

pafpcg

pafpcg said:

.........  We succeeded with the app but ultimately failed with the hardtoken - after a 58 minute call, she undertook to get the IT support team to call me. 

What I've learned:
1. We can alternate access to our Al Rayan account between smartphone app AND the hardtoken+desktop browser.  There's no need to be stuck with just one access method.
2.  When entering the account number, use only the first six digits - not all eight!  This may be why I've failed to get the hardtoken to work (but I'd think it unlikely as the system ought to visibly reject the account number as unrecognised).
3.  That hardtoken device (Digipass 770R) is a nasty little piece of work: - in my hands, a key can occasionally jam inside the shell which locks the process and forces a complete restart.
4.  The timeout intervals just aren't long enough for customers who are unfamiliar with the process.  (Another indication of a failure to thoroughly test the system prior to release.)

OK, so I failed to activate my hardtoken device whilst on the phone to Al Rayan support yesterday because it would either lock-up or time-out.  I just can't multi-task - phone + PC keyboard + hardtoken was just too much for me! I tried again this morning and after a few failed attempts (due to time-outs), I finally succeeded.  I can now access my partner's account without having to switch-on my smartphone and the wi-fi box.   But we do have a choice - smartphone or hardtoken - they're interchangeable.

Note: the instructions for how to login after activation are a bit sparse - after opening the https://digital.alrayanbank.co.uk web-page, it's the "Use a password" option.

I suspect that the reason for my failure when testing the device a couple of weeks ago was either that they've changed how their system accepts the 11-digit activation code or that it won't accept the full eight digits of the account number (only the first six digits).

d63

pafpcg said:

bristolleedsfan said:

colsten said:

bristolleedsfan said:

This is the part I am stuck on, how to do it lol , when I turn on  hard token I just get not activated goodbye - A Cronto image (similar to a QR code) will appear on screen; turn on your hard token and scan this image.

Did you try activating your hard token?

Yes, hence me reaching this stage of instructions - A Cronto image (similar to a QR code) will appear on screen; turn on your hard token and scan this image.

From your questions I'm assuming that your desktop browser is displaying the Cronto image (coloured QR-like image), but you can't get your hardtoken to recognise the Cronto image.  So, the follow-up questions are:

1. Does the hardtoken switch-on and display anything on its screen? 
If nothing appears, are the batteries charged and properly inserted? 
Check for a stuck button - the keys are easy to trap under the shell of the device; if a key is stuck, the device won't switch on! 
You need to press and hold  the red on/off key for a couple of seconds to switch it on.

2. You need to activate the device (supply PIN numbers, successfully attach to the bank web-site etc).  You can check if the device has been activated by pressing and holding the red button for three or four seconds to display the device's internal operations menu; the second menu option lists the activations.

3.  And to aid those like me that think it operates like a TV remote control, don't point the end of the device at the Cronto image, the "camera lens" is in the back like a smartphone.  That catches me everytime!

red button? interesting, (well sort of!) the hard-token wossname al rayan sent me is a type 780 model and doesn't have any real buttons to press, apart from an on/off switch on the top right hand corner, it's all touch screen and very fiddly to use, no batteries to insert either, instead it's rechargeable via a usb-c port,  unlike the cynergy digipass, a model 770, which does have real buttons and two AAA batteries they supplied to put in and altogether a bit easier to use.

pafpcg

bristolleedsfan said:

masonic, how close to the screen did you scan the cronto, was the action of scanning it fast or slow????

About six inches?  The screen on the hardtoken displays a bright-line square - move the device until the cronto image fits within the square and it'll be recognised - it's almost instantaneous.