Technical information
The ABR website (www.abr.gov.au)
AUSkey
MAC issues
Accessibility
Technical troubleshooting
TheABR website
Browser and operating system information
The ABR has been tested against the following operating system and browser combinations. While we cannot guarantee that it will always
be reliable, you may find that it works on other combinations of operating systems and browsers.
We have not identified any problems with using the ABR on Apple Macintosh. The ABR has not been tested with the Linux platform or other
operating systems.
Operating system
|
Browser
|
|
Firefox
|
Internet Explorer
|
Safari
|
|
3/3.5
|
3.6
|
4.0
|
IE 6
|
IE7
|
IE 8
|
IE9
|
3
|
4
|
5
|
Vista 32 bit
|
Yes
|
Yes
|
Yes
|
n/a
|
Yes
|
Yes
|
Yes
|
|
|
|
XP SP3 32 bit
|
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
|
|
|
2003 Server 32 bit
|
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
|
|
|
2008 Server 64 bit
|
Yes
|
Yes
|
Yes
|
|
|
|
|
|
|
|
Windows 7 32 bit#
|
Yes
|
Yes
|
Yes
|
n/a
|
n/a
|
Yes
|
Yes
|
|
|
|
MAC OSX 10.4
|
Yes
|
Yes
|
Yes
|
n/a
|
n/a
|
n/a
|
n/a
|
Yes
|
Yes
|
Yes
|
MAC OSX 10.5
|
Yes
|
Yes
|
Yes
|
n/a
|
n/a
|
n/a
|
n/a
|
Yes
|
Yes
|
Yes
|
MAC OSX 10.6
|
Yes
|
Yes
|
Yes
|
n/a
|
n/a
|
n/a
|
n/a
|
n/a
|
Yes
|
Yes
|
You will need JavaScript enabled in your browser to use the ABR.
Security policy
The ABR's security policy
AUSkey
Browser and operating system information
You need an AUSkey to login to the ABR website. Your AUSkey also allows you to
login and use a range of other government e-services. Full details of where you
can use your AUSkey are available at Where AUSkey is accepted
AUSkey has been tested against the following combination of operating systems and browsers. While we cannot guarantee that it will always
be reliable, you may find that it works with other combinations of operating systems and browsers.
Operating system
|
Browser
|
AUSkey on USB
|
Firefox
|
Internet Explorer
|
Safari
|
FAT32
|
3/3.5
|
3.6
|
4.0
|
IE6
|
IE7
|
IE8
|
IE9
|
3
|
4
|
5
|
Vista32 bit
|
Yes
|
Yes
|
Yes
|
n/a
|
Yes
|
Yes
|
Yes
|
|
|
|
Yes
|
XP SP3 32bit
|
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
|
|
|
Yes
|
2003 Server 32bit
|
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
|
|
|
Yes
|
2008 Server 64bit
|
Yes
|
Yes
|
Yes
|
|
|
|
|
|
|
|
|
Windows 7 32bit
|
Yes
|
Yes
|
Yes
|
n/a
|
n/a
|
Yes
|
Yes
|
|
|
|
Yes
|
MAC OSX 10.4
|
Yes
|
Yes
|
Yes
|
n/a
|
n/a
|
n/a
|
n/a
|
Yes
|
Yes
|
yes
|
|
MAC OSX 10.5
|
Yes
|
Yes
|
Yes
|
n/a
|
n/a
|
n/a
|
n/a
|
Yes
|
Yes
|
Yes
|
|
MAC OSX 10.6
|
Yes
|
Yes
|
Yes
|
n/a
|
n/a
|
n/a
|
n/a
|
n/a
|
Yes
|
Yes
|
|
Many government e-services are not Linux compatible. For that reason, while you can install your AUSkey on a Linux based platform, you
may find that its ability to offer you access to government services is limited.
Our technical help desk does not provide support for the Linux version of the AUSkey software.
Issues being experienced using AUSkey by MAC users (Mac OSX 10.7 or above)
Recent changes made by Apple to block programs using Oracle Java have affected MAC users when they seek to:
- access online services using their AUSkey
- apply for an AUSkey.
AUSkey advise that the issue is due to Apple recently removing the Java plug-in form their latest update of the operating system.
When applying and installing your AUSkey the following messages may appear:
- failure to load applet, and
- internal error - no error message.
When using your AUSkey the issues you may experience at the login screen include any of the following:
- browser crashes including closing or hanging
- system configuration errors
- greying out of the login screen, or
- invalid passwords
You do not need to re-apply for your AUSkey.
To use online services Oracle Java needs to be installed
You will need Administrator level access to your computer and if you are on a network, we recommend your LAN Administrator does this
for you.
Step 1: Install Oracle Java
Step 2: Configure Oracle java
- Click on the Apple icon at the left top corner.
- Click on ‘System preferences’ and scroll down to the bottom.
- Under ‘Other’, double click on the ‘Java’ icon.
- Under the ‘General’ tab, in the ‘Java control
panel’ click on the ‘Settings’ button on the bottom.
- Remove the tick from ‘Keep temporary files on my
computer’, then
- Click ‘OK’ then ‘Apply’ and ‘OK’ again, close
‘System preferences’ and follow the steps to install AUSkey software.
Step 3 Install latest AUSkey software version
- Navigate to http://auskey.abr.gov.au
- Click on the ‘AUSkey
software’ link on the left hand side.
- Download and install the lates Mac OS software
update
- Double click on the ‘AUSkey_software.dmg file
- Hold down ‘Control’ key on your keyboard and
click on ‘Auskey_software.mpkg’ and click on ‘Open’.
- Click on ‘Open’ button and continue with
installation.
- Once installation is complete, restart your
computer.
Step 4 Attempt to access your preferred online service
In future
If Java is automatically or manually updated in the future,
you may encounter the ‘Invalid password’ issue again. To resolve this, you will
need to re-install the AUSkey software.
More information
For further technical assistance, please contact us on:
1300 AUSKEY (1300 287 539) Option 2 or +61 2 6211 9306 (international callers
only)
Monday – Friday, between 7:00am and midnight.
Accessibility
The ABR website should work reliably with most common
accessibility software products.
If you experience problems using the ABR with accessibility
products, please contact us and we will arrange an
alternate way to meet your business needs.
Technical
troubleshooting
The table below summarises some common problems and solutions for the ABR website.
Problem
|
Possible reason
|
Solution
|
Screen not displaying properly
|
Your display is not set to 800 x 600 pixels.
|
Windows
1. Select Start>Settings>Control panel.
2. Select the Display icon.
3. Select the Settings tab.
4. Change the display area to 800 x 600 pixels.
5. Select Ok twice to apply your settings.
|
Error: Page not found
|
You need 128-bit encryption to enter the ABR site.
|
We recommend you update your browser version. Refer to How to update your browser.
|
‘Java Error’ message displayed or you are taken
unexpectedly out of a page.
|
Your personal computer has an old browser installed which
does not support JavaScript.
|
Upgrade to the latest version of your browser.
|
JavaScript is disabled on your browser. This error may
only occur on specific pages within the ABR site that use JavaScripting.
|
Enable JavaScript on your browser. This will usually be an
option under ‘User Preferences’.
Instructions on enabling JavaScript should be found in your browser's help
facility.
|
‘404 –is displayed Not found’ error message
|
Your company's internet firewall does not allow Java
scripts. This error may only occur on specific pages within the ABR site that
use JavaScript.
|
This is not usually a problem if you connect to the
internet via an internet service provider (ISP). However, if you are
accessing the internet using your corporate internet connection, talk to your
information technology area.
|
JavaScript is disabled on your browser. This error may
only occur on specific pages within the ABR site that use JavaScript.
|
Enable JavaScript on your browser. This will usually be an
option under ‘User Preferences’.
Instructions on enabling JavaScript should be found in your browser's help
facility.
|
Missing pages or system overload. This error usually
occurs immediately when you try to open a page.
|
Record the URL of the page you are trying to open. Then
contact the Registrar via the general infoline or by email. Refer to Contact us for details.
|
Your internet service provider (ISP) either does not have
the https port enabled or has altered it via a proxy server; therefore, your
internet connection failed after selecting a menu option and you have not
been able to progress to the next screen.
|
You will need to call your ISP and check with them if they
have https enabled, and get advice from them on the solution to this problem
(your service provider may instruct you to change your default port number to
allow https to work).
|
‘500’ error message is displayed
|
Internet congestion. This error usually occurs after your
browser has timed-out after several seconds.
|
Try again later.
|
You receive a dialogue box warning that your digital
certificate is out of date
|
A digital certificate allows you to establish secure
communications between your browser and a server. However all digital
certificates have an expiry date. After this date, browsers with expired
certificates will display this additional dialogue box. However, you should
still be able to establish a secure connection.
|
Upgrade to the latest version of your browser. Refer to How to update your browser.
|
Internet Explorer Version 4.51 or below for Macintosh has
a known ‘bug’ which causes this problem.
|
We recommend you upgrade to the latest version of your
browser. Refer to How to update your browser.
|
Page fails to load completely and appears to freeze on
screen
|
Internet Explorer Version 4.51 or below for Macintosh has
a number of known ‘bugs’ which cause problems.
|
We recommend you upgrade to the latest version of your
browser. Refer to How to update your browser.
|
FTU 'Feature Temporarily Unavailable'
|
A general error.
|
Needs to be reported for investigation. Ring the general
infoline to report.
|
Problems installing AUSkey using Mac OS 10.7 (Lion)
|
Java is no longer automatically installed in this
operating system.
|
Install Java as per instructions in About AUSkey.
|
If you cannot fix your problem via the suggestions in the
table above, you can contact us by phone for technical support.
You need to have the following information handy:
- your business name
- your contact details including phone and email address
- a description of the problem occurring (screenshots are
helpful)
- details of the operating system/ browser you are using
- a summary of how you've already tried to resolve the problem
- FTU number if available (eight digit number in brackets at
bottom of screen).
How to update your
browser
To download the latest version of:
Internet Explorer, visit www.microsoft.com/windows/ie/default.htm.
Safari for Mac, use your computer’s software update feature.
Firefox for Windows or Mac, visit http://www.mozilla.com/.
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