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Technical errors – business and tax professionals

How to resolve common errors and issues affecting business and tax professionals accessing ATO online services.

Last updated 8 June 2023

Software required (machine credential)

Possible cause and solution

Possible cause

What you can do

ATO browser enabler software is not installed or not enabled correctly

Make sure the ATO browser extension is on. Follow these instructions depending on whether you have Chrome or Firefox.

Chrome:

  • Select the Google menu (3 vertical dots in the top right corner) and select ‘More tools’ then ‘Extensions’ (or type ‘chrome://extensions’ in the address bar and press Enter)
  • Locate ATOBE Browser Enabler and enable the slide bar – it should be blue.

Firefox:

  • Select the Firefox menu (3 horizontal lines on the top right corner) and select ‘Add-ons’. Alternatively, type ‘about: addons’ in the address bar, or use the keyboard shortcut (Ctrl + Shift + A)
  • Select 'Extensions' on the left and locate ‘ATO browser enabler’ in the extensions list
  • If ATO browser enabler has disabled (in brackets) then Enable it. Select 3 dots and select 'Enable' or select the Enable button on the right-hand side if the 3 dots menu does not appear.

After you have done that. ensure the ATOBE extension is installed in Programs, Apps and Features.

For windows, if it does not appear, install it from inside Relationship Authorisation Manager (RAM). See How to install a machine credentialExternal Link for guidance.

For Mac/LINUX, if it does not appear, reinstall ATOBE extension software. See How to install a machine credentialExternal Link for guidance.

If you are using Chrome as your web browser and the ATOBE extension has installed correctly but its missing from Chrome, Manually add the extension from the storeExternal Link.

Finally, try an alternative supported web browser such as Firefox or Chrome.

The system is temporarily unavailable (Error number a918.27)

Possible cause and solution

Possible cause

What you can do

Restricted access

  1. Check your device meets our minimum system requirements.
  2. Check your RAMExternal Link authorisation and Access Manager permissions are correct. If they need to be updated, contact your principal authority or authorisation administrator.
 

Incorrect Password (machine credential)

Possible cause and solution

Possible cause

What you can do

Installing an additional machine credential using the same keystore path

Make sure the password is correct, and meets the minimum requirements of at least 10 characters with at least one:

  • uppercase letter
  • lowercase letter
  • number OR symbol.

Make sure the CAPS LOCK is not enabled.

Try the password with upper and lower case letters reversed.

If you cannot remember your password, rename your old Machine Credential ATOMAS folder and create a new machine credential.

Windows:

  • Open the ‘Run program or file’ window (Windows key + R) and type %appdata% in the text box.
  • Locate the ATOMAS folder and rename it to ATOMAS-OLD.
  • Install a new Machine Credential, see How to install a machine credentialExternal Link for guidance.

Mac:

  • Locate the ATOMAS folder for keystore.xml
    • Option 1: Open finder, select the 'Go' menu, select 'Go to folder' and type ‘~/library/Application Support’ and look for the ATOMAS folder.
    • Option 2: Hold down the 'Option' key whilst on the 'Go' menu to show the 'Library' option. Select 'Library', then navigate to 'Application Support' and 'ATOMAS'.
    • Option 3: Hold down CMD+Shift+G to bring up the 'Go to Folder' box; type ‘~/library/Application Support’ and look for the 'ATOMAS' folder.
     

After locating the ATOMAS folder, if you use a computer mouse right-click on it and rename it to ATOMAS-OLD.

Install a new Machine Credential, see How to install a machine credentialExternal Link for guidance.

Note: If you need machine credentials for multiple ABNs, you will need to get a new machine credential for each ABN and use the same password for each ABN on one computer.

Invalid ABN

Possible cause and solution

Possible cause

What you can do

An invalid ABN has been provided

Check the ABN on ABN LookupExternal Link. If the ABN is not active, contact the ABR on 13 92 26.

If ABN field is blank, clear the cache and cookies in your web browser and try again.

The business name is not a link or unable to click business link (machine credential)

Possible cause and solution

Possible cause

What you can do

You do not have permission to act on behalf of the business

If the business name is greyed out or not a link, you will not be able to manage the credentials and act on behalf of the business.

See Machine credentialsExternal Link for more information.

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