Clients can obtain the Frequently Asked Questions Handbook for the New Generation of Enterprise Online Banking from the download center of our Bank (http://www.grcbank.com/grcbank/fzlm/xzzx/index.shtml), and follow the illustrated instructions to troubleshoot and fix problems.

Some of the frequently asked questions are as follows:

Q: If USBKEY management tool and the official website of Guangzhou Rural Commercial Bank do not automatically open after USBKEY is inserted, what should be done?

A: The following steps can be followed to troubleshoot the problem:

1. This may be the fault of USB interface, so you can try to replace the USB interface or use another computer, so as to troubleshoot the problem.

2. This may be the fault of the USBKEY management tool’ failure to start automatically, so you can manually insert the USBKEY in the Start Menu→manually open the USBKEY management tool in Guangzhou Rural Commercial Bank, or uninstall and reinstall the USBKEY management tool

See Frequently Asked Questions Handbook for the New Generation of Enterprise Online Banking for details.

Q: How to handle the following abnormal conditions when logging in:①Blank or error page is displayed when “company online banking login” is clicked②“Please use the digital certificates of the Bank” is displayed;③ “Signature verification failure” is displayed;④There is no response when clicking “Login” after login password and verification code are entered.

A: The following abnormal conditions can be handled as follows when logging in:

1. Check whether the USBKEY has been inserted into the computer correctly and the USBKEY management tool and our official website have been successfully opened. If not, please deal with the above-mentioned problems first.

2. Make sure whether the USBKEY may have expired or been cancelled and replaced with a new USBEKY.

3. The enterprise online banking client is downloaded and installed from the official website download center. The enterprise online banking client supports the use of the following USBKEY: (1) USBEKY marked RA on the back; (2) Screenless USBKEY marked FT on the back; (3) Bluetooth USBEKY.

4. If the USBKEY of the enterprise online banking client cannot be used, it is necessary to sure that IE10 or higher browser is used.

5. The online banking assistant can be used to check and install the online banking security control and digital certificate driver of Guangzhou Rural Commercial Bank. In case they have already been installed, you can try to uninstall them first and then re-install.

6. The anti-virus software, 360 security guard and other security software shall be closed first, and then the IE buffer memory shall be cleaned up. Finally, you can a different type of browser for login

See Frequently Asked Questions Handbook for the New Generation of Enterprise Online Banking for details.

Q: What if USER CANCEL is prompted when I input the UKEY password?

A: The problem is caused by a backward version of the UKEY management tool (driver). Please re-download the latest online banking assistant and select the correct UKEY version, and then update the driver through the “one-key for repair”.

Q: “Multiple certificates exist” is prompted when logging in

A: After installing the latest version of the online banking assistant (V4.1.2 or above), you should use the function of “auxiliary functions → remaining certificates cleaning” to clear the certificates, and then re-insert the UKEY.

If “multiple certificates exist” is still prompted after you try to use the “residual certificates cleaning” function of online banking assistant, the residual certificates shall be cleared manually. See Frequently Asked Questions Handbook for the New Generation of Enterprise Online Banking for details.

Q: The enterprise operator’s USBKEY password has been incorrectly entered for 10 consecutive times and the USBKEY has been frozen. How to reset it?

A: The USBKEY password cannot be reset. It is required to bring the application materials to the branch of our Bank to apply for USBKEY replacement and sending.

Q: Enterprise clients report that they have submitted payroll credit transactions and batch withholding transactions, and it shows that the transactions are successful, but the account balance has not changed.

A: Large batches (more than 300) of payroll credit, reimbursement credit and batch withholding transactions are not processed in real time. The accounts are processed in batch at night by the bank host. The client can check the transaction records and details in the accounting details on the next day after the transactions are submitted.

Q: When inter-bank transfer and transaction are conducted, it shall be submitted for authorization. Then the account balance will remain unchanged, and the transaction status displays “large-amount landing to be processed”.

A: Enterprise online banking implements large-amount bank transfer and transaction landing processing. For online banking transfers and transactions exceeding RMB 5 million, the opening bank will be informed of in advance, and the system will process the transaction only after it is reviewed and approved.

Q: When the electronic ticket transaction is handled, an error prompts: the account information does not exist.

A: Please contact your account manager or account opening bank to register for you. After that, you can handle the electronic ticket business as usual.