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IAV Navigated to an unexpected page and was cancelled
IAV Navigated to an unexpected page and was cancelled

An occasional error encountered during Bank Verification for some devices

Updated over a week ago

Why this happens

When adding a bank account to the Horizon Payment Center, you may encounter an error message that reads "IAV Navigated to an unexpected page and was cancelled." This error occurs when some or all of the components required for the process are blocked by your local device. In this support article, we will guide you through the steps to resolve this issue.


Steps to Resolve

Click the headings in the sections below to viewed detailed troubleshooting information.

Step 1: Identifying the Blocking System

To resolve the "IAV Navigated to an unexpected page and was cancelled" error, you need to determine which system on your local device is blocking the necessary functionality. Follow the steps below:

  1. Disable Browser Extensions: Start by disabling any ad-blocking extensions or similar plugins you have installed in your web browser. These extensions might interfere with the communication between your device and the Horizon Payment Center.

  2. Check Content Filtering System: If disabling browser extensions does not resolve the issue, it's possible that your device's content filtering system is blocking the required components. Content filtering systems are often implemented in corporate or school networks to restrict access to certain websites or online services. These filters aim to maintain a secure and productive environment by blocking potentially harmful or non-compliant content.

    To check if a content filtering system is causing the error, follow these steps:

    a. Corporate/School Network: If you are accessing the Horizon Payment Center from a corporate or school network, it's likely that a content filtering system is in place. Contact your network administrator or IT department to inquire about any restrictions or filters that may affect accessing external services like the Horizon Payment Center. They will be able to provide you with further guidance and potential solutions.

    b. Personal Content Filtering Software: Sometimes, users may have installed content filtering software on their personal devices to maintain a safer browsing experience. These software solutions, such as parental control applications, may inadvertently block access to certain components required by the Horizon Payment Center. Temporarily disable any content filtering software or adjust its settings to allow communication with the Horizon Payment Center.

  3. Disable Anti-virus Software: Some anti-virus programs have features that can block certain functionalities, including components necessary for the Horizon Payment Center. Temporarily disable your anti-virus software and attempt the bank account addition process again. If the error disappears, you may need to adjust the settings of your anti-virus software to allow access to the necessary components.

  4. Verify Spyware/Malware Blocking: Spyware or malware-blocking systems can also interfere with the proper functioning of the Horizon Payment Center. Ensure your device's security software is not overly aggressive in blocking legitimate components. Temporarily disable any spyware/malware blocking systems and check if the error persists.


Step 2: Trying a Different Device

If you have exhausted all the above troubleshooting steps and cannot resolve the issue, we recommend trying a different device. Follow these instructions:

  1. Choose an Alternative Device: Locate an entirely different device, such as a different computer or a smartphone, and ensure it is connected to a separate network.

  2. Access the Horizon Payment Center: Using the alternative device, access the Horizon Payment Center and attempt to add the bank account. This will help determine if the issue is specific to your local device or network.

  3. Verify Successful Addition: If the bank account addition process is successful on the alternative device, it indicates that the problem lies within your original device or network setup.


Conclusion

The "IAV Navigated to an unexpected page and was cancelled" error message occurs when certain components required for adding a bank account to the Horizon Payment Center are blocked on your local device. By following the troubleshooting steps outlined above, you can identify and resolve the blocking system causing the error. If the issue persists, particularly when accessing the Horizon Payment Center from a corporate or school network, it is recommended to consult your network administrator or IT department for further assistance in addressing content filtering restrictions.

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