Safari won't open up a particular website

Will Schmidt
Will Schmidt used Ask the Experts™
on
A customer brought in a macbook pro laptop and when she attempts to go to her online bank account she gets an error message, "Safari can't open the page "https://www.bankfirstfs.com/" because Safari can't establish a secure connection to the server "www.bankfirstfs.com"

   she can open any other web page she wants and I went on my computer and went right to the website no problem.  

I reset safari (all boxes checkmarked) but that did no good.

What do I need to do to make it work?
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Scott FellDeveloper & EE Moderator
Fellow 2018
Most Valuable Expert 2013

Commented:
I don't have a working Mac anymore to test, but when I used the browser console, I found many errors including, "The SSL certificate used to load resources from https://shared.firstbranchdemo.com will be distrusted in M70. Once distrusted, users will be prevented from loading these resources. See https://g.co/chrome/symantecpkicerts for more information."
Capture.JPGI think the SSL Cert is the culprit.
I do have OSX and Safari and I am able to load the website so there is nothing fundamentally wrong with the  website.

The user may have an invalid certificate stored.

If you've already gone to Settings in Safari and in the Privacy Section (search for bankfirst to find any cached data) and press REMOVE data.  Then QUIT Safari and Open a program called KEYCHAIN ACCESS (located in the Utilities folder inside the Application folder)
Search in the CERTIFICATES section for the BankFirst certificate and DELETE it

Reopen Safari and retry connecting to the website.

Author

Commented:
finally back again.
I went to the privacy section and removed all data. then went to KEYCHAIN ACCESS and in the Certificates section.  I didn't see anything in there at all to delete.
When I opened up Safari and tried to re-connect, I still had the same issue and error message.
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What's the exact error message?

Author

Commented:
I am sending you a picture of the error.  Also I am sending you a pic of the certificate window.  This is how it was when I first went into it.
And, I don't know if it helps, but I am sending you a pic of the proxy setting page also.
I was also wondering - is it possible to access this macbook remotely so you could take a look at it yourself?
20180323_064609.jpg
20180323_065416.jpg
20180323_065416.jpg

Author

Commented:
Please disregard the third pic- it is the wrong one.  I will send you the correct one for the proxy setting
20180323_065146.jpg
Scott FellDeveloper & EE Moderator
Fellow 2018
Most Valuable Expert 2013

Commented:
Start by removing this part
<script type="text/javascript" src="https://cdn.bancvueonline.com/js/cm/eluminate-4.12.16.js"></script>
<script type="text/javascript">cmSetClientID('90413968;90373748', false, 'data.coremetrics.com', 'bankfirstfs.com');</script>
<script type="text/javascript">cmSetupOther({'cm_TrackImpressions':''});</script>
<script type="text/javascript">cmCreatePageviewTag('1051:BankFirst Financial Services:/', '');</script>

Open in new window


Keep removing js code one at a time to see if anything changes.

What version of osx are you on? and what version of safari?

Author

Commented:
Can you tell me where to go to so I can remove that and how to do it?
Short answer:  You can't.  And you really shouldn't.  Replece with Firefox or Chrome.

Longer Answer:
Judging by the wallpaper visible in the 2nd image, you may have Snow Leopard.  The white plastic border around the edge of the monitor suggests that it's an old MacBook Pro, or at the very least an old Mac Monitor.  Those white Plastic Macbook Pros can only run Snow Leopard (10.6) as the highest level OS.  Safari will not work properly because it's missing numerous security updates and feature updates including the correct and proper certificates.  Safari can no longer be updated and that version is entirely obsolete and replete with security issues.

The user should get a newer Mac.

Short of that, I suggest installing Chrome or Firefox and making them use that on their old Mac.  You are setting them up to be hacked if they continue to use that old Safari.  If anything, you should remove that Icon from their Dock and possibly change permissions on the App folder to prevent it from ever starting up.  

This is for banking.  You need a more modern, more secure browser.  If she doesn't like tracking, get Firefox.  If she like the Chrome interface better, but doesn't want Google Tracking, then get Iridium or SRWare Iron, both have google's tracking removed acceptably for the EU.  SRWare Iron does not self update.  Iridium does self update, but may be a few months/versions delayed.

Author

Commented:
Sorry, i forgot to tell you the OSX and version:  Mac OS X Version 10.6.8

Author

Commented:
I have been tied up with so many other things,  but in the morning I am going to get up early and work on this.  I have installed google but it is saying that it will not except updates with that version and it only opens up to half the screen.
I attempted to do a Mac OS X update but it says that it is up to date.
It is up to date for OSX 10.6.8.  You can't upgrade it beyond that.  Apple stopped supplying updates several years ago.  She'll have to buy a new Mac to get newer version of OS X.
@beemmer
Thanks for clarifying that this is a VERY OLD mac and OSX version.  There's not much point in wasting time on Safari as it is part of the operating system and cannot be upgraded or updated separately.

OSX 10.6 was released in 2009 and therefore we can assume that the computer is 9++ years old.
Apple make great hardware but if the OS is not kept up to date then eventually things stop working and in the world of online banking security and features like that are constantly evolving.  The bank concerned probably didn't have online banking in 2009!!

Anyway.  You'll have to tell the laptop owner that Safari is a no-go as it cannot be upgraded.

The options are Chrome and Firefox.  The latest versions of both will also NOT WORK on OSX10.6 as that version of OSX was discontinued but you can still find older versions of the browsers which will work. For example Firefox 48 should run on OSX 10.6 which dates from 2016 and that is a LOT newer than Safari from 2009!!
https://ftp.mozilla.org/pub/firefox/releases/48.0.2/

If Firefox doesn't open the bank website then you'll have to advise the owner that a newer computer with newer OSX and browser is the ONLY solution

Author

Commented:
Thanks for helping me with this issue.  I will talk to the customer and see what she wants to do. again, Thanks

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