Troubleshooting

I keyed the wrong password in three times, and now I can't get into my BMO InvestorLine account. What should I do?

Why do I keep getting an error message saying "the server does not have a DNS entry" or "could not open"?

What does it mean when I get the message "Netscape is unable to create a network socket connection. There may be insufficient system resources or the network may be down"?

I have forgotten my BMO InvestorLine account password, what should I do?
Please ensure that you are entering your entire password, including all spaces. If you still have trouble, please call BMO InvestorLine at 1-800-387-7800, press "0" and be ready to provide identification information such as your account number, your social insurance number, your date of birth etc.

Which web browsers can I use to access the BMO InvestorLine site?
If you are a BMO InvestorLine client and wish to access your account through our web site, to ensure the highest level of Internet security, please ensure that you have a browser with 128-bit encryption. We recommend: Internet Explorer version 5.5 or higher, or Netscape version 7.0 or higher.

To download a browser now, you can go to either the Microsoft or Netscape web site. We do not recommend beta versions of browsers.

Can I connect to BMO InvestorLine using AOL?
Yes. You can connect to BMO InvestorLine using AOL. Our site is optimized for the latest AOL browser version. If you're having difficulty, you may need to upgrade your browser. To upgrade, once you're on AOL, use the keyword "Upgrade" and follow the instructions.

What are the settings for optimal viewing of our web site?
Our site is now optimized for Internet Explorer browsers, version 5.5 or higher, or Netscape browsers, version 7.0 or higher with JavaScript enabled (see details below). To download a browser, you can go to either the Microsoft or Netscape web site. For more information on how to upgrade your browser, please visit our section on Security.

1. If you are a client and are having difficulty logging into your account, check that you have JavaScript enabled on your browser:

• If you are using Internet Explorer (I.E.) 5.5 or higher, you should enable Active scripting by going to I.E.'s Tools Menu, selecting "Internet Options", then choosing the "Security" tab, and selecting the "Custom Level" button (at bottom). Scroll down until you reach "Scripting" (topics are listed alphabetically) and make sure that you have "Active scripting" set to "Enable".

• If you are using Netscape 7.0 or higher, you should enable JavaScript by going to Netscape's Edit menu, selecting "Preferences", and then clicking "Advanced" in the category window. Place a checkmark in the "Enable Javascript" box.

2. Set your monitor’s display properties to 800 x 600 or 1024 x 768 resolution.

3. Check the font size settings in your browser.

• For Internet Explorer, set your font size to Medium from the View menu.
• For Netscape, set your Variable Width Font to size 12.

I keyed the wrong password in three times, and now I can't get into my BMO InvestorLine account. What should I do?
For your protection, we have limited the number of login attempts to three. If you have exceeded your three attempts, please call BMO InvestorLine at 1-800-387-7800 and press "0" to have your password reset.

Why do I get an error message saying that I have insufficient encryption?
If you are getting this error message, it means that you are not using a 128-bit encrypted browser. 128-bit encryption is the strongest, most secure form of encryption that is generally available in Internet browsers on the market in North America today. In order to do your investing online, you must ensure that you are using 128-bit encrypted browser. We also recommend the use of 128-bit encryption for all non-financial transactions over the Internet. 128-bit encrypted browsers can be downloaded from the Microsoft or Netscape web site.

Why do I keep getting a server/misconfiguration error?
This error message indicates that our servers are temporarily down. If you get this message, please try again later. Or you can contact a BMO InvestorLine representative.

What can I do to make sure that nobody sees my financial information?
To protect yourself, you should make sure that you do not reveal your password to anyone else. In addition, after completing your BMO InvestorLine session, you should clear your cache, or turn off and re-initiate the browser, to eliminate any copies of web pages that may have been stored in your hard drive.

Why do I keep getting an error message saying "the server does not have a DNS entry" or "could not open"?
This type of error message could mean several things:

• A momentary network problem has occurred with your Internet Service Provider (this is the most common cause of the problem)
• It is not possible to locate the address you have typed (could be a typing error)
• The address is outside the range of your Internet Service Provider or network

What does it mean when I get the message "Netscape is unable to create a network socket connection. There may be insufficient system resources or the network may be down"?
This error most commonly occurs on local area networks (LAN) connections that do not have the secure server port activated. This port is disabled in most private local area networks. Please contact your LAN administrator to resolve this issue.