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Trouble Shooting

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This section provides some solutions for common queries or problems that might arise while using the eReferral system.

Using the Back Button

Scanning Documents

What browser am l using?

Can't access the S2S login page

Login/Password Issues

Can’t find the Log in page

Can’t log in

Forgotten your password or username

Having trouble creating a password?

Remove saved passwords

Error Messages:

‘The system has detected that you are attempting to open S2S in multiple browser tabs or Windows’.

“Internet Explorer Can Not Display This Page”

Slow performance or display issues

Closing programs in Windows Task Manager

Allow 3rd Party Cookies

Add Trusted Sites

 

Using the Back Button

Using the back button that is a part of the web browser will sometimes lead to system errors.  Do not use this button, instead it is recommended that you navigate your way through the system using the available menu options, tabs or yellow buttons.

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Scanning Documents

The following scanner settings are recommended when attaching a scanned document to a referral:

  • Black and white image.
  • 72 – 200 dpi resolution.

Please note that images scanned at more than 200 dpi will have its edges clipped when printed directly from the eReferral system. To effectively print such documents, first save the file to the hard drive and then print.

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Can't access the S2S login page

Infoxchange updated its security settings for all its applications to meet Australian Government standards.

Our applications now require that the TLS 1.2 security protocol is enabled.

 

There are 2 ways in which users can be affected if the TLS 1.2 security protocol is not enabled on their PC/Server:

1.     Using vulnerable browser/s (old versions)

The solution is to ensure you have the latest versions of the relative Browsers.

For Windows that would be:

a.       Internet Explorer Version 11.0.96

b.      Google Chrome (we recommend the latest version)

c.       FireFox (we recommend the latest version)

For Mac iPad -  it should be running the latest (at least iOS 9 (or later)).

You may be able to update the browser yourself or if you have an IT provider please ask them to upgrade browsers to the latest versions (and/or enable the TLS 1.2 security protocol.

For instructions on how to enable the TLS 1.2 security protocol please refer to the following link.
https://knowledge.geotrust.com/support/knowledge-base/index?page=content&id=INFO3299&pmv=print&actp=PRINT

 

2.       Your agencies Firewall may be removing the TLS 1.2 security protocol.

a.       Please ask your IT Department to:

i.      Check any firewalls to ensure the TLS 1.2 security protocol is not being stripped out.

ii.      "White List" our login page so it is accepted by your Firewall.

 

Note – if you are affected your system is possibly susceptible to attacks or invasion of privacy so this should be reported to your IT Department regardless.

If after trying these processes you are still having trouble, please have your IT Department contact us.

 

Login/Password Issues

Forgotten your password or username

Click here https://profiles.infoxchangeapps.net.au/forgot_password/request/s2s-referral/

 

Can’t find the Log in page

Click on “Support Home” at the top of this page. They are listed on the right hand side of the page under, Login to S2S ...

 

Can’t log in

  • Ensure you are logging into the correct website and using the correct Login link (see "Can’t find the Log in page" above).
  • Username and password error.
    • Click on Forgotten your password? located on the log in page.
    • Contact Infoxchange support at 03 9418 7466 or apps@infoxchange.net.au if:
      • Your email address is not unique to you.
      • You are not sure what email address is associated with your account.

 

Having trouble creating a password?

  • Requirements
    • are case sensitive.
    • should be a minimum of 8 characters and max of 12.
    • must contain at least one number, one upper case letter, and one lower case letter.
    • can’t be an English word, name or anything out of the dictionary.
    • no sequences such as 1,2,3,4 or a,b,c,d or identical characters such as 111111.
    • can’t base it on your username.
  • Use some of these ideas for a good password that is easy to remember,
    • acronyms, i.e. Always Look On The Bright Side Of Life = Alotbsol1
    • phrases, No9ismybus
    • a combination of two “half” names i.e. Jenjac25
    • include dashes or forward slashes etc.
  • Never share your password.

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Remove saved/pre filled passwords

You can remove autocomplete passwords that are auto-filling the wrong password when you login. 
 
Internet Explorer

To delete individual passwords: 

  1. Highlight the username that displays there, and press the Delete key to remove just that one username/password combination from IE.
  2. Internet Explorer will then prompt you to confirm that you do want to delete it.

To delete ALL saved passwords:

  1. Clearing the cache will remove ALL existing saved passwords

Autosave passwords:

  1. Tools > Internet Options > Content > Autocomplete > Settings
  2. Untick usernames and passwords on form

 

Google Chrome

  1. Open the Chrome menu using the button on the far right of the browser toolbar
  2. Choose Settings
  3. Click Show advanced settings at the bottom of the page
  4. Click Manage saved passwords in the “Passwords and forms” section
  5. Select from the list the password you wish to remove
  6. Select Finished 

 

FireFox

  1. Go to Tools > Options > Security
  2. Select Saved Passwords
  3. If you wish to see the saved password select Show Passwords
  4. If you wish to delete a password select the site you wish to remove the password from and select Remove

 

Safari

  1. Open the Safari menu
  2. Select Preferences
  3. Switch to the Autofill tab
  4. Click the Edit button for Usernames and Passwords
  5. Delete the entry that corresponds with the site you want to remove

 

Error Messages

‘The system has detected that you are attempting to open S2S in multiple browser tabs or Windows’.

S2S does not support this feature at this stage and this operation has been blocked to prevent any data corruption.
Please close all other windows/tabs or restart your browser (Internet Explorer etc).
 
We suggest the following troubleshooting tips:
 

“Internet Explorer Can Not Display This Page”

  1. Check internet connection
  2. Check you are on the correct website
  3. Delete cookies/cache
  4. Close and restart your browser (Internet Explorer etc)
  5. Restart your PC
  6. Contact your IT Dept or Infoxchange Online Support if still unable to display the webpage

 

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Slow performance or display issues

Update your Internet Browser to ensure you are running the latest version.  We support the last three versions of each browser.

Click on this link to determine your internet download and upload speeds http://www.speedtest.net/

  • Select BEGIN TEST
  • Download Speed ?/100Mbps
  • Upload Speed ?/100Mbps

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What browser am l using?

Select this link to determine which web browser you are using http://www.whatsmybrowser.org 
 
 

Clearing the Cache

The cache stores temporary internet files, such as web pages and other online media, including cookies.  It can be useful to clear the cache to free up memory and refresh the application software. 
 
CTRL+F5 will fetch a new version of the page from the server.  This works as a quick clear cache but will not clear everything so may have to manually clear it as below.
 
Ctrl+Shift+Del brings up the deletion dialog box in almost all browsers. You must have the browser page open first.  This is recommended.
 
Select the items you wish to delete as follows:
 
Internet Explorer
  • Untick preserve favourites to completely clear the cache or tick if you want to keep favourites. 
  • Tick the next three items after preserve favourites and leave the rest unticked.
 
Firefox
  • Tick the first five items for clearing active logins, or first four to retain logins.
 
Google Chrome
  • Tick the first four items
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Closing programs in Windows Task Manager

  1. Right mouse click on the Task Bar or Alt-Ctrl-Del and select Start Task Manager
  2. Select Applications tab where a list of open programs are displayed.  
  3. Select the program e.g. S2S eReferral VIC - Internet Explorer
  4. Select End Task
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Allow 3rd Party Cookies

User trying to login may get an error message on the S2S sites asking them to allow third party cookies and to contact Application Support.
 
Internet Explorer (IE)
  1. Go to Tools > Internet Options > Privacy tab
  2. Click Advanced button
  3. Make sure Accept is selected for 3rd party cookies 
 
Firefox
  1. Go to Tools > Options > Privacy tab
  2. Make sure it says Firefox will remember History
 
Google Chrome
  1. Go to Menu on top right > Settings 
  2. Click Show advanced settings
  3. Under Privacy click Content settings
  4. Make sure the option Allow local data to be set (recommended) is selected.
  5. Make sure the checkbox labelled Block third-party cookies and site data is unchecked.
 
Safari
  1. Click Safari in the menu bar.
  2. Click Preferences
  3. Click the Privacy panel.
  4. For the option Block cookies and other website data, select Never.
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Add Trusted Sites

Internet Explorer (IE)

  1. Copy URL (web address) e.g. https://www.s2s.org.au
  2. Select Tools > Internet Options
  3. Select Security tab
  4. In Select a zone to view or change security settings Trusted Sites
  5. Select Sites
  6. Paste URL into Add this website to the zone and select Add
  7. Select Close and OK

 

Google Chrome

  1. Click the 3 horizontal lines icon on the far right of the Address bar.
  2. Click on Settings, scroll to the bottom and click the Show Advanced Settings link.
  3. Click on Change proxy settings under Network
  4. Click the Security tab > Trusted Sites icon, then click Sites.
  5. Enter the URL of your Trusted Site, then click Add.

 

FireFox

  1. Click the 3 horizontal lines icon on the far right of the Address bar.
  2. Click on Settings, scroll to the bottom and click the Show Advanced Settings link.
  3. Click the Security tab > Trusted Sites icon, then click Sites.
  4. Enter the URL of your Trusted Site, then click Add.

 

Safari

  1. Right-click the link (or press Control while clicking the link).
  2. Select Add link to Bookmarks... .
  3. Under "Add this page to:" click the arrow for the drop-down menu.
  4. Select Top Sites.
  5. Click the Add button.

 

 

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