Technical help

Many printing problems are related to an earlier version of Adobe Acrobat therefore you will need at least version 5 or higher. The latest version can be downloaded from the Internet www.adobe.com

This may be because your Temporary Internet Files folder / cache is full. Instructions to carry out regular house keeping follows:-

Clearing Temporary Files in Internet Explorer

Close Internet Explorer and Open the Windows control panel by clicking on Start, Settings and Control Panel as below:

The Internet Properties window will be displayed

The following window will be displayed

You can adjust the percentage or the amount of temporary Internet files storage area by selecting the settings button. As a general rule, allocate between 10% and 20% of your disk space to temporary Internet files if you use the Internet regularly.

The session window that you have described is a security feature on your account.

If you do not close your secure session via the correct navigation buttons (e.g. your Internet connection drops) a 15-minute timeout is activated. You will only be able to access your account after this timeout has cleared.

Please try again after 15 minutes.

If you have locked your account please contact our office on (01) 480 6050 between the hours of 9am to 5pm Monday to Friday.

All Internet security settings need to be checked. Ensure that privacy is set to medium and that the Northern Rock web site is allowed on all your Security and Firewalls.

Northern Rock Demand Online has been developed to run in a secure area and in general works well on most platforms. Most Mac customers can successfully administer their accounts. Unfortunately, our Technical Help team do not have specific Mac expertise, and as a result, we are unable to include the Mac as a fully supported platform.

There are a number of reasons why this behaviour can occur. Factors such as how many subscribers your Internet Service Provider has, your connectivity to the Internet and even time of day can affect the speed of transactions online. However, you may find that clearing temporary Internet files will speed up your access.

See advice on how to clear temporary Internet files.

If you have forgotten your password please contact our office on (01) 480 6050 between the hours of 9am to 5pm Monday to Friday.

You can contact our Technical Helpdesk via e-mail: techhelp@northernrock-ireland.ie

Our aim is to respond to your query within two working days. Please note that we are unable to advise on the configuration of, or diagnose faults on your PC or your Internet Service Provider. To assist us in resolving technical issues you may have, please include the following details in your email:

• The operating system you are using (e.g. Windows 98, Windows ME, Windows XP). Please include version numbers where available.
• The browser you are using to access your account, and any version numbers associated with it (e.g. Internet Explorer 5.5, Netscape 4.7).
• The specification of your PC.
• The country from which you are accessing your account.
• Details of the Internet Service Provider (ISP) you use to connect to the Internet.
• The times and dates of the problems you have experienced.
• A brief explanation of the problems you have experienced.

E-mail correspondence to our Technical Helpdesk will not be encrypted so please do not include any personal or account information.

In order to maintain a low cost base, which in turn allows us to offer competitive interest rates, Northern Rock plc provides technical support via e-mail only. Telephone based technical support is not available.