System maintenance and issues

Summary

Action required

Status

Apple users may be experiencing issues with accessing our portals

We understand Apple has implemented a security upgrade that can stop Java running on some browsers. The AUSKey systems uses Java to allow the browser to interact with the AUSKey software. This upgrade could affect Apple users from accessing ATO online systems.

Users should visit Apple website and download the latest Mac OS update, install the latest version of Java, re-install ATO programs and AUSKey software.

Resolved

Incorrect payment due date

Businesses, Super Funds and Self Managed Superannuation Funds with a lodgment due date of 3 April 2013 (31 March 2013) who have lodged their 2012 ITRs may have an incorrect payment due date of 3 December 2012 appearing on the portals.

No action required

All accounts impacted by this issue will be automatically corrected and the incorrectly imposed GIC will be remitted accordingly.

Under investigation

Error message appearing when accessing a new activity statement

An error message is being displayed when accessing a 'New activity statement' on the 'View activity statement' screen via the portal.

The error message reads:
This activity statement has been finalised and cannot be revised online. To make changes, request a revision by phoning 13 28 66.

Continue to lodge activity statements by the normal process.

Under investigation

Safari browser users may experience issues when using our portals

An upgrade to Safari is causing portal users to receive a 927.39 error.

This error occurs when trying to access or lodge activity statements.

Affected users should use Mozilla Firefox and ensure the cookies are enabled.

We will advise you once the issues have been resolved.

Resolved

AVG anti virus users unable to log in

Some AVG anti virus users are getting a system error message during the authentication process while logging into the portals.

There are three possible workarounds for this error:

1. Disable Link Scanner option in AVG.

2. In Internet Explorer disable the AVG add-on.

3. Pressing F5 during the authentication screen while it is greyed out and before the error occurs.

Disabling the Link Scanner option in AVG is the preferred option.

Follow the workaround

Users unable to submit activity statement

When selecting continue from 'continue with transaction' clients receive a grey screen and the page does not load preventing re-authentication and submission of BAS.

The users need to try the following workarounds:

• Refresh the page (press F5 or right click with the mouse and select refresh when the page is trying to load).
• Close all browser windows and try again (also clear the browser cache).
• Restart the computer and try again (possibly try again later).
• Swap browsers. If using Internet Explorer, try using Mozilla Firefox instead (or vice versa).
• Add the following trusted sites in Internet Explorer (IE):
• − *.ato.gov.au
  − *.abr.gov.au
  − *.business.gov.au
• include the asterisk
• instructions for IE
  Internet options > Security > Trusted sites > Sites > add one of the sites > Add > repeat for each site
• Mac users - try the following:
• ensure you have the latest updates installed (OS updates, browser and java etc)
• clear the browser cache and try again
• swap browsers (for example, if using Safari, try using Firefox 4 - or vice versa)
• reset Firefox to default.
• USB stick option (Windows users) - install AUSkey software (and an AUSkey) on a USB stick and try re-authenticating that way instead.

Under investigation.

System error occurs when attempting to lodge

AUSkey holders

After pressing the 'Submit' button, refresh the page (by pressing the F5 button) while it is still grey.

Alternatively, after entering your password, press the 'enter' key on your keyboard instead of selecting the 'continue' button.

Under investigation.

The login screen 'hangs' - turns grey

When logging in, the screen turns grey while loading but fails to load and remains grey. Prevents user from logging in.

AUSkey holders

Shut down your computer completely to allow your software to update. Log back in and try again.

If you are still unable to login install the latest version of the AUSkey software. from:

https://www.auskey.abr.gov.au/install.aspx?pid=71

Then close your browser and try again.

If the problem persists, refreshing the login screen will sometimes overcome this problem.

Under investigation.

AUSkey users with Windows 7, 64 bit and Internet Explorer Version 8, 64 bit

Users with this software combination are experiencing a 'Software download required' error.

AUSkey is currently not supported by Internet Explorer 64 bit.

Ensure you use Internet Explorer 32 bit.

Under investigation.

Error when claiming 5B on activity statement

When lodging a revised activity statement, error occurs if you choose the rate option when claiming 5B.

Users are advised to lodge by other methods such as ECI or paper.

Under investigation.

Error 911.2 when submitting forms

Users may encounter an error when lodging Provision of Written Advice (POWA), Provision of Further Information (POFI) and Objection forms.

The problem arises when text is copied from a formatted source such as MS Word into a free-text field.

Users are advised to try the following workarounds:

• Type brief notes directly into free-text field. Use attachments to detail extensive cases.
• Copy and paste the text into Notepad and then copy into the form; however formatting may be lost if using this method.

Under investigation.

Issues when generating pre-filling report, payment slip and printer friendly pages

Users may receive a blank page and or be looped back to the original page.

This is caused by individual web browser or PDF settings.

• Seek assistance from your IT provider.
• Download the HTML version of the report for pre-filling.
• Refer to the step by step guide on how to update your settings.

Under investigation.

Unable to lodge activity statement - clients using Google Chrome

Clients using Google Chrome as a browser are unable to submit activity statements or complete transactions.

Google Chrome is not a supported browser, it is recommended that you use Microsoft Internet Explorer which is free to download and install.

Follow workaround.

Unable to lodge activity statement - clients using Skype

Skype may also prevent users from completing other process involving the signing of their certificate, for example, adding or removing clients and requesting refunds.

Some incompatibilities with CSI and certain versions of Skype and other browser plug-ins exist.

Disable Skype

Start > Control Panel > Internet Options > Programs > Manage Add-ons > Skype > Disable

Follow workaround.

Summary

Action required

Status

Auditor Contravention Reports not processing

The Tax Agent portal cannot currently process Auditor contravention reports (ACR).

Agents are advised to download and install the electronic Superannuation Audit tool (eSAT) which will support electronic lodgment of ACR's. Download and install eSAT. Otherwise agents can use the Business Portal, which is not affected by the error.

Under investigation

On-demand report not generating

A small number of tax agents are experiencing an issue where the on-demand reports are failing to generate.

The reports are repeatedly going from a 'requested' status to a 'failed' status.

Agents can access these reports electronically via ELS or contact us and request a paper copy.

Resolved

Difficulties registering for GST and pay as you go withholding (PAYGW)

Some agents are receiving an intermittent error when attempting to register a client for GST and PAYGW.

Problem occurs when the client's email address is missing from the client contact screen.

Agents will need to enter and confirm the client's email address before commencing the registration process.

Under investigation

Some assessment notices are incorrectly issuing to the taxpayers residential address instead of the tax agent's postal address.

This can occur when the tax agent removes a client from their client list via the Tax Agent Portal and does not provide an alternative postal address.

Our system then flags the agents address not to be used. If the agent then lodges a future return for the same client the agents address will not be used. Instead the assessment notice will be sent to the client's residential address.

The problem can also occur for other reasons.

Currently there is not a work around available.

Agents will need to contact the ATO directly to confirm address details.

Under investigation.

Further Return Not Necessary (FRNN) indicator.

FRNN indicator is not showing.

If you have submitted a FRNN for your client, their 2010-11 income tax return may still show as outstanding in the Tax Agent Portal view.

This is a known issue and no action is required.

Our processing system is accurately showing that this return is not necessary and no lodgment demand letter will be issued.

Under investigation

Family trust elections (FTE) and Interposed entity elections (IEE) report

The FTE/IEE report is not being updated.

We are unable to process FTE/IEE, variation and revocation forms.

As a result, client FTE/IEE details will not be displayed on the FTE/IEE report.

While we are resolving this issue, you should continue to lodge these forms. When processing commences, the report will update with all lodgments received.

Under investigation.

Portal non-lodgment list

The Portal non-lodgment list is showing newly registered clients as not having lodged returns for financial years prior to the year they registered.

This is a known issue and no action is required.

Agents should not attempt to enter a return not necessary indicator for years prior to registration.

Under investigation.

Unable to lodge return not necessary or further return not necessary (RNN)

Some agents are receiving the system message, 'Contact the ATO' when attempting to enter a RNN or a further RNN.

This message may appear for the following reasons:

• Recently registered clients have a 'Not lodged' status for income tax years prior to their registration. The portal is not able to accept RNNs for these years as they pre-date the clients' income tax registration. There is no need for a RNN for income years prior to registration. No action is required.
• When the client fails the business rules related to completing an RNN or FRNN in Portal.

Issues may include IT or PAYG postings in the year in question or a status of demanded. If this message appears the agent is not permitted to submit the RNN/FRNN via the Portal. The client will need to contact the ATO directly, or submit a CU form via ELS.

Under investigation.

Users unable to update client preferences to postal or ELS

Users receive a system unavailable error when trying to update the client preference from postal to ELS for clients that have no email address attached.

The user needs to add an email address to the client's role via client details. The user will then be able to update the client's preferences.

Resolved

Income tax returns (ITRs) showing as 'not lodged'

ITR's have been lodged but are displaying as 'not lodged' on lodgment status page and IT lodgment report.

If you have an ELS validation report showing the transmission was successful or have received a copy of the notice of assessment you can be confident the return was received.

You can also check your client's income tax account in the Portal. From the home page:

• Enter the clients TFN/ABN and click on search. The client account list appears.
• Select the link in the row for income tax account. This will take you to the 'itemised account - by Tax Office processed date'. If the return has been processed it will be in this list. 

You will need to contact us by phone directly if you are unable to obtain confirmation from the above options.

Resolved

Tax bonus payment role visible

Tax Agents can still see the Tax bonus payment role after removing the income tax role authorisation for a client.

The tax bonus payment role is independent of the income tax role.

Remove authorisation from both the income tax and the tax bonus payment role.

Resolved

Incorrect payment slip

The payment slip is displaying a previously accessed client's details instead of the current client (including the name and client identifier).

This issue is caused by an Internet Explorer setting.

Go to the 'Tools' menu then select 'Internet options' and under the 'Temporary internet files' section press the 'Settings' button.

'Check for newer versions of stored pages' should be ticked as 'Every visit to the page'.