10 Replies Latest reply on Jan 11, 2019 1:46 PM by jeromiec83223024

    Bank of America ShopSafe popup loads and then goes blank

    vinayd88816509 Level 1

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      To whom it may concern:

       

      I am using Windows 10 on my PC. The issue is recurring on both Firefox and Microsoft Edge browsers for approximately one month. I have the last software updates installed for Windows, Adobe Flash Player, Firefox, as well as Microsoft Edge. The popup window loads and then goes blank as shown above. Adobe Flash is enabled but not operational. I have uninstalled and reinstalled Adobe Flash multiple times and then restarted my PC but the issue has never been resolved.

       

      I have contacted both Bank of America and Norton Security to troubleshoot if anything could be blocking the use of Adobe Flash Player. No definite answer was given. I am hesitant to reformat my computer. There is no guarantee that this laborious task will resolve my current Flash Player plugin issue.

       

      I have used my sister's Mac Pro and there were no issues! I was able to create a virtual credit card with ShopSafe's feature but am struggling with my own Windows 10 PC.

       

      Any and all assistance is greatly appreciated. Thank you!


      Vinay Dayal

        • 1. Re: Bank of America ShopSafe popup loads and then goes blank
          Test Screen Name Most Valuable Participant

          The pop up window is normal, expect it every time. What happens after you click ALLOW?

          • 2. Re: Bank of America ShopSafe popup loads and then goes blank
            jeromiec83223024 Adobe Employee

            The issue you're experiencing occurs at the intersection of the browser preventing Flash Player from operating normally, and the content not handling that situation well.

             

            In an effort to force content providers like Bank of America to move away from Flash-based content, the major browser vendors are making it more and more difficult for end-users to run Flash.  Content used to be able to safely assume that Flash would start when the page loads (assuming it was installed), but those assumptions no longer hold true as the browsers change the rules around Flash.

             

            The goal is explicitly to cause people to call content providers like BofA for help.  The more complaints they get, the more motivated they are to update their service to move away from Flash content.

             

            What you've observed between Mac and Windows is that each browser implements their blocking strategy a little differently.  You can experiment with the available browsers on your machine to see if you can find one that works.  It's also possible that your sister hasn't updated her operating system or browser in a while, and isn't seeing the latest changes to those browsers (which isn't a good idea in general).

            • 3. Re: Bank of America ShopSafe popup loads and then goes blank
              vinayd88816509 Level 1

              Adobe Flash is already installed and the permission has been given to be used with the ShopSafe feature. Even if I manually give Adobe permission the issue has continued. I gave up and decided to reset my PC last night. Still restoring the software that had been wiped clean. As I am re-installing my software I am still noticing issues with ShopSafe not loading correctly. I thought it was maybe an issue with Adobe Shockwave, IObit Advanced Care, or IObit Malware Fighter. I installed and then uninstalled them in order to attempt to troubleshoot what maybe causing the issue but having little luck. ShopSafe loading is hit and miss but even after resetting/reformating my PC still having issues with this virtual credit card feature...

              • 4. Re: Bank of America ShopSafe popup loads and then goes blank
                vinayd88816509 Level 1

                Jeromie,

                 

                Can any other software also be causing this ShopSafe issue? After reformatting my PC I am reinstalling all the software that was wiped clean. Still having issues, trying to determine if some of my software can be conflicting with this? I'm not 100% certain what I can do @ this point but continue to reinstall my PC like I had it before I reset it. What other browsers would you suggest?

                • 5. Re: Bank of America ShopSafe popup loads and then goes blank
                  Robert Mc Dowell Level 4

                  your issue sound more an application coding problem, you should maybe contact the bank directly

                  • 6. Re: Bank of America ShopSafe popup loads and then goes blank
                    vinayd88816509 Level 1

                    Robert, last night was the 2nd time I contacted BofA. The lady on the phone attempted to guide me with a few things along with going to www.whatismybrowser.com. The results toward the bottom asks is Java installed? The reply on the right is "Java is not installed, or is disabled." I am running the latest version of Java, 8.191, but the issue still persisted. I ran the same site right now and got the same result.

                     

                    The first time I contacted BofA was more of a joke. The guy couldn't do nothing to help me. He just stated, "it's running fine on this end of the screen."

                     

                    Contacting BofA I am dealing with some amateur customer service reps. What IT specialist would I speak to for a coding issue?

                    • 7. Re: Bank of America ShopSafe popup loads and then goes blank
                      jeromiec83223024 Adobe Employee

                      i don't have any magic bullet here.  It sounds like Flash Player is working. 

                       

                      If you're not able to get useful support from the service provider, you could pay a technician at your local computer shop to try and help you resolve it.  If it's a problem on the service provider's end, they're not going to be able to do much to help you, and you'll get a bill.  You could also explore competing services to see if there's one that works better and provides quality support.

                       

                      Aside from that, I don't have a lot of good suggestions.

                      • 8. Re: Bank of America ShopSafe popup loads and then goes blank
                        vinayd88816509 Level 1

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                        Jeromie,

                         

                        I tried again today on Firefox, Microsoft Edge, and then downloaded the Chrome browser. The above image is from Chrome. I don't understand how you can say Adobe Flash is working when I'm having this issue. Also a comment was made that it maybe a coding issue. What would that be exactly? Also if I was to have a computer technician look @ my computer what exactly would they do to fix this issue that BofA phone support, this forum, and resetting my PC hasn't already been able to resolve?

                        • 9. Re: Bank of America ShopSafe popup loads and then goes blank
                          Test Screen Name Most Valuable Participant

                          If it is a coding issue it is entirely 100% under the control of Bank of America. Unfortunately the chances of getting a support technician who can help with this from BoA are slim indeed.

                           

                          Maybe it is a problem with your PC. Maybe a technician could fix it. If we knew what it was to tell you exactly what they would do, you wouldn't need a technician.

                          • 10. Re: Bank of America ShopSafe popup loads and then goes blank
                            jeromiec83223024 Adobe Employee

                            I wholeheartedly agree with the previous comment.

                             

                            Short of that, you could try following the Chrome instructions for ensuring that you have the latest Flash Player installed:

                            Use or fix Flash audio & video - Computer - Google Chrome Help

                             

                            You should be able to validate that it's installed and working by going here:

                            Adobe - Flash Player

                             

                            After allowing Flash Player and clicking on the large banner, you should see a little Flash Player video play.  If it's playing, Flash is working.

                             

                            Chrome is restricting how Flash Player runs these days (see the note at the top of that Google support page about their roadmap for deprecating Flash), and my guess is that those restrictions break assumptions that BofA is making in their implementation of ShopSafe.  At the end of the day, BofA would most likely need to update their site to accommodate those restrictions, and since it's a bank, it probably takes a lot of time to vet any new changes.

                             

                            From Google's perspective, the right answer would be for BofA to eliminate the dependency on Flash, and to increase pressure by increasing customer friction for BofA's service until they make that change.

                             

                            I'm not a BofA customer, so I can't go debug it directly to get a definitive answer, but it's also beyond the scope of what I have adequate control or insight over.  If Flash Player isn't actually working on any content, then I can help you with that.  If it's not working on a specific website, it's probably not us, and there's probably not much you can do about it.

                             

                            The one avenue you might want to explore is to see if this works in another browser.  Chrome tends to be more aggressive about new security constraints than other browsers (Firefox, IE), although all are implementing their own Flash deprecation strategies.  You might find that one browser works better on a particular site, as their blocking approaches all tend to be slightly different.