Difficulty communicating with my financial institution's website

Question

Difficulty communicating with my financial institution's website

TejasBob 20

The sign in process to https ://onlineservices.ubs.com using any browser usually hangs and has to be retried several times to connect; even after a successful login, the communication between my windows 11 computer and the website is erratic and oftern non-responsive. This has been going on only for about a month and I've exhausted all reasonable attempts to track down the cause. Previously we've had no problem with this website for many years.

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2 answers

Your answer

Answer 1

Hi TejasBob,

I understand how frustrating this must be, especially since the UBS website worked normally for years and the issue has continued despite testing multiple browsers.

One additional possibility is that a system-wide security or filtering service is interfering with the secure connection. This could include a VPN, third-party antivirus web protection, DNS filtering, or an HTTPS-scanning feature. Because these services operate at the Windows level, they can affect every browser.

As a temporary test, disconnect any VPN and pause only the web or HTTPS protection component of third-party security software. Re-enable it immediately after testing. Also confirm that Windows and the browser are fully updated, JavaScript is enabled, and the computer’s date, time, and time zone are correct.

It would also be helpful to know whether this happens only with the UBS website or whether other secure websites are similarly slow or unresponsive, as this can help determine whether the issue is specific to UBS or affects the Windows network connection more broadly. Thank you so much for your understanding.

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Answer 2

Test the UBS sign-in from the Windows 11 PC through a phone hotspot and from another device on the normal home network; these two tests will identify whether the problem follows the PC, the network connection, or the UBS service.

1. Isolate where the failure occurs

Use a private/incognito browser window for each test, and manually navigate from UBS’s official U.S. login hub rather than using an old bookmark ^1^.

Test result	Most likely scope	Next action
PC works reliably through a phone hotspot but not through the home network	Router, ISP, DNS, or network path	Continue with Home-network path below
Another device also fails on the home network	Router, ISP, or UBS/network path	Restart the modem/router, then contact the ISP or UBS
PC fails on both the hotspot and home network, while another device works	Windows configuration or third-party software	Continue with Windows PC below
Every device and connection fails	UBS account/service issue	Contact UBS Online Services support
Only one browser fails	Browser profile, extension, or stored site data	Create a fresh browser profile or disable extensions for testing

Microsoft similarly recommends comparing another device and an alternate connection to narrow down whether a connectivity problem belongs to the original PC or network ^2^.

2. If the problem follows the Windows PC

Since using multiple browsers has not resolved it, concentrate on shared Windows networking rather than reinstalling a browser.

Open Settings → System → Troubleshoot → Other troubleshooters.
Find Network and Internet, select Run, and then run the network tests in Get Help ^3^.
Check Settings → Network & internet → Proxy.
- If this is a personal PC and no organization requires a proxy, verify that Use a proxy server and any unknown setup script are off.
- Leave required workplace proxy settings unchanged; proxy traffic is routed through an intermediary and may be organization-managed ^4^.
Open Command Prompt as administrator and reset the network stack:

netsh winsock reset
netsh int ip reset
ipconfig /release
ipconfig /renew
ipconfig /flushdns

Restart the PC afterward and test UBS again. These commands reset Winsock/TCP-IP, renew the address, and clear the DNS resolver cache ^2^.

3. If the problem is limited to the home network

Power off the modem and router.
Wait at least 30 seconds.
Start the modem and wait for it to finish connecting.
Start the router, wait several minutes, and retest.

If the hotspot remains reliable but the home connection does not, report that comparison to the ISP. It gives them a specific network-path symptom to investigate. Microsoft documents the modem/router restart and alternate-connection test as network-isolation steps ^2^.

Conditional fallbacks

If the failure follows the PC after the network commands: perform a clean boot and test UBS. If the site works there, re-enable non-Microsoft services and startup items in halves until the interfering VPN, filtering, security, or other background software is identified. A clean boot starts Windows with essential drivers and startup programs specifically to isolate such conflicts ^5^.
Use Network reset only last: go to Settings → Network & internet → Advanced network settings → Network reset → Reset now. This removes and reinstalls network adapters and restores their settings to defaults. VPN clients and virtual switches might require reconfiguration afterward ^2^.
If every test points to UBS: contact UBS and provide the approximate timestamps, whether login completed, the browsers tested, and whether the same failure occurred over both home internet and a mobile hotspot. Do not post account details, screenshots containing balances, or authentication codes publicly.

References