[Non-Technical Troubleshooting Guide]

Click here for Advanced Technical Troubleshooting Guide

There are a variety of things, such as the setup of your browser, which may cause complications when trying to use Citizens OnLine. Below are some common questions and suggested solutions.

Problem: The homepage is not showing up when I go to www.cnbohio.com.

Solution: This issue is related to the Firefox browser. Be sure to enter “cnbohio.com” and not www.cnbohio.com. Also, go into Tools, then Options, then Privacy, then Private Data, and Settings and clear out the cookies, cache, and download history.

Problem: I'm at the homepage (cnbohio.com), but I don't see a "Sign Up For OnLine" button.

Solution: You must enter the Citizens OnLine secure system before you can see the "Sign Up For OnLine" button. To do this, go to the "Online Banking Sign Up Instructions" page. Click the "New User Sign Up" link. Once you have entered the "Citizens OnLine" system you should see the "Sign Up for OnLine" button.

Problem: I have to scroll left and right to see all of my account information...

Solution: Check to ensure that your screen resolution is set to 800x600.
TO SET YOUR SCREEN RESOLUTION:
  • Go to START, select SETTINGS, select CONTROL PANEL.
  • Select DISPLAY.
  • Click on the SETTINGS tab.
  • Set your screen area to no less than 800x600 pixels and click OK.

Problem: I forgot my password.

Solution: To gain access you will need to contact a customer service representative at your nearest CNB office. Click here for location information or click here to send us a secure message and we will contact you.

Problem: I entered my password incorrectly several times and now that I remember it I can't get into the system.

Solution: As a security feature, you have only three attempts to enter your password correctly before you are locked out of the system. To gain access you will have to contact a customer service representative at your nearest CNB office. Click here for location information or click here to send us a secure message and we will contact you.

Problem: One of my accounts is not listed in my summary of accounts.

Solution: Please call your nearest CNB office and we will ensure that all of your accounts are linked to your portfolio. Click here for location information. Remember, you must be an owner on the account to view its information.

Problem: When I print my account information in OnLine, the blue background prints too and is using up all of my printer ink.

Solution: You need to set up your browser so that it does not print background colors. Here are the instructions to do that:
TO TURN OFF BACKGROUND COLOR PRINTING:
  • Go to VIEW, select INTERNET OPTIONS
  • Click on the ADVANCED tab
  • Scroll down to PRINTING, make sure that the box next to "Print background colors and images" is NOT checked. If it is checked, click on the box to deselect it.
  • Click Okay.

Problem: When I click on the Online Banking Login, I don't see the login screen and it says Error on Page, what should I do?

Solution: Check all your settings to be sure you're using the most up to date browser available. Also, go into Internet Options on your PC, click on the General tab; click delete cookies and delete files.

Problem: I tried to open previous statements in online banking, but it didn't allow them. What should I do?

Solution: In Internet Explorer, click Tools, then Pop-up Blocker, and Pop-up Blocker Setting. Make sure the filter level at the bottom is set to low. This should take care of the problem.

If you are still having trouble using Citizens OnLine click here to send us a secure e-mail message. You will receive a response within the next business day. If you need immediate assistance, please contact your nearest CNB branch office by telephone during regular business hours. One of our customer service representatives will be glad to assist you.

Customers may also reach us by dialing toll-free 1-800-448-0025. A customer service representative is available during regular business hours.