Bank connection fails

[AAcademy]

Our school has an MX250 and the last couple of days the school business office can no longer connect to the bank. The bank website is accessible but when they enter the code from the RSA fob it disconnects. The bank support staff tell me they see no connection attempts from the school. 

I have tried whitelisting the computer used to connect but get the same results. The staff can connect from their home network so it is only getting blocked on the school network. I do have a ticket open but hoped someone might have some suggestions to troubleshoot.

Thanks

Dennis

[ww]

Are you running  amp or ips? If so, take a look at the security center if something is blocked

[AAcademy]

Yes checked that already and the bank is not getting blocked. I have tried whitelisting the accountants laptop as well.

Just spent 15 minutes on hold waiting for Meraki support and while I was waiting ran a trace route to the secure site and that ran fine so I think I am going to go back to the bank's IT support tomorrow. 

traceroute to web13.secureinternetbank.com (107.162.165.132), 30 hops max, 46 byte packets
 1  66-109-35-33.static.firstlight.net (66.109.35.33)  1.072 ms  1.095 ms  2.103 ms
 2  be2.albnypscr1.ip.firstlight.net (66.109.52.57)  0.926 ms  0.907 ms  0.921 ms
 3  be21.nycmnyqobr1.ip.firstlight.net (66.152.98.10)  3.749 ms  3.700 ms  3.964 ms
 4  ae-4.a01.nycmny17.us.bb.gin.ntt.net (168.143.228.122)  3.611 ms  3.641 ms  3.609 ms
 5  ae-5.r21.nwrknj03.us.bb.gin.ntt.net (129.250.4.174)  5.824 ms  354.158 ms  1350.054 ms
 6  ae-3.r25.asbnva02.us.bb.gin.ntt.net (129.250.6.116)  10.536 ms  9.980 ms  9.412 ms
 7  ae-1.a04.asbnva02.us.bb.gin.ntt.net (129.250.2.125)  10.971 ms  10.450 ms  9.988 ms
 8  ae-1.f5-networks.asbnva02.us.bb.gin.ntt.net (128.241.219.154)  9.060 ms  9.703 ms  10.278 ms
 9  107.162.79.1 (107.162.79.1)  12.571 ms  8.993 ms  12.109 ms
10  107.162.165.132 (107.162.165.132)  12.768 ms  10.135 ms  10.898 ms

Thanks for the help

[PhilipDAth]

Thinking sideways; banks in my part of the world sometimes block you from logging in if you have old browser versions.

Is their software right up to date?  Tried a different browser?

[PhilipDAth]

I've seen a bank block access to those with old unsupported OSs as well.

[cmr]

Round here banks often block you if you DO have up to date software, IE11 only... 🤦‍♂️

[AAcademy · Accepted solution]

Think I found the source. I checked MXToolBox and the school domain name is fine but the IP address had been blacklisted by several organizations. We recently changed ISP so it appears the new static IP had issues.