Technical support

What happens if the Lloyds TSB Share Dealing service is unavailable?

In the unlikely event of any serious problems affecting our service, call Customer Services on 0845 60 60 560, lines are open 8am to 6pm, Monday to Friday.

How can I deal if the website isn't available?

Please call Customer Services on 0845 60 60 560 for details and our lines are open Monday to Friday 8am to 6pm.

What are the system requirements to use the Lloyds TSB Share Dealing website?

You need a computer with a connection to the Internet and an up-to-date Internet browser. We support Internet Explorer version 4, and Netscape version 4.7 and upwards. The site uses JavaScript and some of the financial tools use Java.

If you're a Macintosh user, we support Internet Explorer 5 and Netscape 4.61 and upwards.

If you're accessing Lloyds TSB Share Dealing using a modem you will need a minimum speed of 56Kbps.

What browser should I use to access Lloyds TSB Share Dealing?

A browser is a software application that enables you to view the Internet. It works by interpreting HTML (HyperText -Markup Language) and renders this information onto the screen so that you can view text and images. The two main web browsers are Netscape and Internet Explorer.

We recommend that you use Internet Explorer. However we support both types of browser as follows:

- Netscape™ Navigator versions 4.7 or higher.
- Internet Explorer® versions 4.0 or higher.

To gain an optimised experience from Lloyds TSB Share Dealing and to benefit from the latest capabilities and security features Internet Explorer and Netscape offer, we recommend that you upgrade to the latest version. Download the latest free version of Internet Explorer from the Microsoft website and the latest free version of Netscape Navigator from the Netscape website. Please be aware however that, depending on your Internet connection, this may take between 30 minutes and 90 minutes or more.

Please note: If you are using Internet Explorer 4.0 and Adobe Acrobat Reader 4.0 you will experience problems in accessing your contract notes from the Secure Message Inbox. See "What is Adobe Acrobat" below. If you are experiencing difficulties reading your contract notes please call the Customer Services on 0845 60 60 560 and ask for share dealing. A copy of the contract note can be posted to you.

How do I download a browser?

You could refer to www.browsers.com or www.microsoft.com If your web browser is an earlier edition than Internet Explorer 4 or Netscape 4.7 then when you install the latest version it will automatically replace your old one. Copies of the latest browsers from Microsoft and Netscape are available on their websites and can be downloaded for free. There are specific instructions on the relevant websites detailing how to download and instal browsers, but the following steps are a general guide:

• Select the appropriate file to download. This will usually be a .exe file.
• The following instruction will then appear:
  1. Save the file to disk or,
  2. Run this program from its current location
  Choose Option 1 if you're planning on going offline and installing the new browser at a later date or Option 2 if you're going to be staying online and proceeding with the installation.

Please note: Versions 4 and higher of both Netscape and Internet Explorer are large files of at least 12MB. They may take some time to install, depending on your connection speed. An alternative way to get the latest version of a browser is to buy a PC magazine which has a browser CD attached.

The Lloyds TSB Share Dealing website doesn't seem to work in Internet Explorer 3; why?

Due to the technology employed, our website will not function to its highest potential with any browser lower than version 4 of Internet Explorer or 4.7 of Netscape.

We suggest that you download the latest version of Internet Explorer (see above).

What is JavaScript and should I have it turned on to use the site?

JavaScript is a computer programming language which is used on web pages to provide a better visual experience.
JavaScript is needed in order to navigate around the site and to perform validation on information you enter.
From work your company may prevent Java applets from loading. If this happens, you'll still be able to use the entire site except for some of the financial tools.

How do I turn on JavaScript?

In Internet Explorer: select "Internet Options" from the Tools menu. On the options box select the "Security" tab. Set the "security level for this zone" to "Medium" (or lower) for the Internet Zone; alternatively click on the "custom level" button, scroll down the list to "active scripting" and set this option to "enable". In Netscape Navigator: select "Preferences" from the "Edit" menu and then click on the "Advanced" category. Click in the "Enable JavaScript" option box so that a tick is displayed.

What is a pdf file?

A "pdf" (Portable Document Format) file is a read-only file that can be viewed and printed exactly as it was created. Lloyds TSB Share Dealing uses PDF files for forms, terms and conditions and specifically to read contract notes within your secure messaging facility. PDFs allow you to print off and fill in or read offline at a later date. To use these files you need to install the free Adobe Acrobat Reader plug-in for your browser.

How do I get the Adobe Acrobat reader?

If a document does not load, follow the directions below to download it. You may also have to download Adobe Acrobat Reader 4.0 or 5.0 if you have an older version of Adobe, or you have subsequently installed a program on your computer which has affected Acrobat's settings (this can apply to all versions of Acrobat).

Please note: We recommend that use Adobe Acrobat Reader version 5.0 or above with Lloyds TSB Share Dealing. You will experience problems accessing and reading your contract note from within your Secure Message Inbox with Adobe Acrobat Reader 4.0 and Internet Explorer 4.0.

1. Go to Adobe's site at www.adobe.com and find the download page for Adobe Acrobat (usually in Products section).
2. Choose the viewer version and select the appropriate operating system.
3. Select the appropriate language and click on Download.
4. Follow the download instructions
The time it takes to download this file depends on such factors as your connection speed to the internet, processor speed, available memory and the level of traffic on the internet.

If you already have Adobe 4.0 or 5.0 on your computer, but are unable to view the research reports (a blank window opens and/or an error message occurs), please follow the steps below:
1. Open Adobe and select 'File', then 'Preferences', General'.
2. Deselect the 'Web Browser Integration' box.
3. Press the 'OK' button.

What are cookies?

"Cookies" are very small files that are used to maintain and monitor user preferences. They are made up of text, but are unable to perform any operation by themselves. They cannot contain any viruses or read any kind of information from your computer. Cookies are often used to hold status information or user preferences for a particular website. The cookies we use on the Site are strictly necessary for the provision of our online service. They allow the Site to identify the software you are using, store your login details, promote security and deliver the expected customer experience to you. They are not considered to be intrusive, meaning that they do not track your online behaviour on any other websites, are not used to access any other information on your computer and we do not use them to sell products to you. We have therefore not sought your specific consent to place these cookies on your computer.

Do I have to accept cookies?

Yes, you must accept these cookies for our Site to work with full functionality. We would therefore strongly recommend that you do so. With most internet browsers, you can delete cookies from your computer hard drive, block all cookies or receive a warning before a cookie is stored. However, please note that deleting, switching off or "opting out" of cookies will mean that some parts of the site will not work or will work with impaired functionality. To optimise the user experience for our site please follow the instructions in the section below and allow your computer to accept our cookies.

Where can I find out more information about cookies?

Find out more about the use of cookies and how to control them, visit www.cookiecentral.com or www.aboutcookies.org. Please also read the Your privacy and cookies section.

How do I set my browser to accept cookies?

In Internet Explorer: select "Internet Options" from the Tools menu. On the options box select the "Security" tab. Set the "security level for this zone" to "Medium" (or lower) for the Internet Zone; alternatively click on the "custom level" button and set the cookie options to "enable" or "prompt". In Netscape Navigator: select "Preferences" from the "Edit" menu and then click on the "Advanced" category. Click in the "Accept only cookies that get sent back to the originating server" option box so that a tick is displayed.

Why am I finding the site slow to access?

We've found that in a small number of cases the browser cache settings may cause delays. If you experience such delays we recommend the following steps:

Internet Explorer:

• Go to Tools on the menu bar.
• Select Internet Options.
• From the pop-up screen, go to Temporary Internet files and click on Delete Files.
• Click on the Settings button.
• Select Automatically.
• Click OK.

Netscape:

• Go to Edit on the menu bar.
• Click on Preferences.
• On the left-hand side select the advanced folder and then select Cache.
• Clear both Memory and Disk Space.
• Select the radio button titled Once per session.
• Click OK.

I find the text on your website small. Can I change this?

We've tried to use font sizes that are both readable and require minimal scrolling. If you find it hard to read the text you can change the default setting in Internet Explorer:

• Go to "Internet Options…" under the "Tools" menu
• Click on the "Accessibility" button and check the "Ignore font sizes specified on Web pages" box, then click OK and OK
• Choose the text size you prefer from the "Text Size" list under the "View" menu.

I keep getting the same prices on the website. I thought it was meant to update every 15 minutes?

You'll need to reload the current page to see the updated prices. You can usually do this by clicking on the Reload button in Netscape or Refresh in Internet Explorer. To update the Watchlists and Portfolios, click on the 'View lists /refresh' menu item in the left navigation bar. If the prices still stay the same you may need to change your browser's cache settings to make sure you get the latest versions of information. To do this, follow these steps:

Internet Explorer:

• Go to Tools on the menu bar.
• Select Internet Options.
• From the pop-up screen, go to Temporary Internet files and click on Delete Files.
• Click on the Settings button.
• Select Automatically.
• Click OK.

Netscape:

• Go to Edit on the menu bar.
• Click on Preferences.
• On the left-hand side select the advanced folder and then select Cache.
• Clear both Memory and Disk Space.
• Select the radio button titled Every time.
• Click OK.

Please note: If you use Netscape, we recommend that you use the browser default cache setting of Once per Session when visiting the secure dealing site rather than the Every Time described above. Otherwise you may experience some delays.

I am currently at work and I have access to the Internet. However, when I try to deal I get a message denying me access to that part of the site, or a message saying "this page is not allowed". Why is this?

You're getting this message because you're not connecting directly to the Internet but are connecting through a LAN (local area network). The LAN has firewalls, i.e. security levels which restrict you from sending and receiving any information that your employer deems to be unsafe. This is usually company policy. You should check with your systems administrator to see whether this problem can be remedied.

When I'm in the secure site and I click on the padlock icon in IE5.0, I get a message that says "This certificate has failed to verify for all of its intended purposes." Does this mean the site is not secure?

No. VeriSign and Microsoft have determined that there is a slight user interface error between IE 5.0 and VeriSign Global Server IDs. However, this error DOES NOT affect the basic functionality or security of the two products. Furthermore, the user interface implications should be invisible to most users.

VeriSign Global Server IDs are intended to enable 128 bit strong encryption communication sessions between browsers (both import and export versions) and servers which have a Global Server ID. Users of Microsoft IE 5.0 are, in fact, able to connect successfully to a server using a VeriSign Global Server ID, and will do so using strong encryption. 128 bit SSL is established automatically, with no special action needed by customers.

In most SSL sessions, when you click on the padlock icon in Internet Explorer, you're able to easily view the contents of the certificate and verify the strength of the communication session. When you click on the padlock icon in IE5.0 when connecting to a site using a Global Server ID, you may see a message that says "This certificate has failed to verify for all of its intended purposes."

This error is due to IE5.0 not recognizing a specific object ID (OID) describing the contents of the certificate. However, the effect is limited to one of user interface. You will, in fact, connect at 128 bits. If fact, if you click on the "Certificate Path" tab in the same dialog box, a dialog will show that the certificate indeed verifies and is trusted for all intended purposes.

Nevertheless, Microsoft and VeriSign take this user interface error seriously, and are taking steps to correct the situation.

I keep getting warning messages about 'a mixture of secure and unsecure content' when I'm using the secure site. Should I worry?

This doesn't mean the security of the site is affected in any way. It's a problem with the first release of Internet Explorer 5.5. You can check if you're using this by going to the 'Help' menu and choosing 'About Internet Explorer'. If the line just above the scrolling text box says 'Update versions : 0' then it's the first version. Upgrading to Service Pack 1 should solve this. You can download the upgrade from the Microsoft website.