Troubleshoot Guide for Microsoft® Windows Users
Troubleshoot Guide for Microsoft® Windows Users for “e-Submission of Employment Income” e-Service If you are unable to launch the AIS software, follow the steps below to ensure that you have Java Runtime Environment (JRE) 7 and above installed in your Windows computer. If you already have the latest JRE, refer to section on ‘Troubleshooting by error message’ below. If the error that you have encountered is not listed, please email to us at [email protected]. Windows 7 users : Go to Start > Control Panel Windows 8 users : Switch to desktop view. Mouse over to top right hand corner of the Windows. Select Control Panel. 1 Select ‘Large Icons’ Click ‘General’ 3 Verify Version Number ≥ 7 Click ‘Java’ 5 2 4 Click ‘View’ If you are not able to locate the Java icon or your Java Version is less than 7, you have to install the latest java version before you can launch the AIS software. Proceed to http://java.sun.com/javase/downloads/index.jsp and look for Java SE 8uxx Click 3 1 2 Click 4 Click Run 5 Click Install > 6 Click Close Once you have installed the latest JRE, you can then proceed to launch the AIS Application. Click If you are still unable to launch the AIS software, please refer to section on ‘Troubleshooting by error message’. The AIS software may not have been downloaded or installed properly. The wrong software had been associated to launch the AIS software. AIS software could not be associated with Java to be launched. Resolving the issue: Follow the steps listed on page 2. Resolving the issue: 1. Select “Select a program from a list of installed programs” 2. Follow steps 4 to 6 listed on page 2 Resolving the issue: Follow the steps listed from page 3 onwards. 1 At the AIS software webpage, right click on AIS software hyperlink and select “Save Target As”. Save the file on your desktop. If “Java(TM) Web Start Launcher” is listed under “Recommended Programs”, select it and click “OK”. The AIS software will run after clicking “OK”. Click Click 1 Click 2 If “Java(TM) Web Start Launcher” is not listed under “Recommended Programs”, click on “Browse” and carry on with Step 5 and 6. Right click on the file saved on your desktop and select “Properties”: “AIOfflineExcelApplication” for Offline Application “AISalaryFileValidator” for Validation & Submission Application Click At the “Open with” pop-up window, navigate to the following file path: Click At the ‘General’ tab in the properties window, click on the ‘Change’ button. For Java 7 Users Computer > Local Disk C: > Program Files > Java > Java7 > bin folder and Look for the program with name, ‘javaws.exe’, select it and press ‘Open’. For Java 8 Users Computer > Local Disk C: > Program Files > Java > jre 1.8.0_xx > bin folder and Look for the program with name, ‘javaws.exe’, select it and press ‘Open’. Click Select the ‘Always use the selected program to open this kind of file’ checkbox and click on ‘OK’. The AIS software will run after clicking “OK”. Tick the box Click 2 (For Windows 7) Go to Start > Control Panel (For Windows 8) Switch to desktop view and press the ‘Windows’ key and the ‘X’ key (i.e. + ) together on your keyboard to open a menu at the bottom of the screen. Select Control Panel. At the Java Cache Viewer window, select Show “Applications” from the drop down list and check if there is any AIS software listed. If there is, please delete the software by selecting it and click on the delete icon (red cross icon). Click 1 Select 2 Select 3 AIS Offline Application Click Computer Desktop Select ‘Resources’ from the drop down list. Delete all items listed in the menu. Click on ‘Close’ once all items have been deleted. Change ‘View by’ to ‘Large icons’. Look for the ‘Java’ icon and run the program. 1 Select Click 3 1 Select 2 Select all 2 Click 4 Select The Java Control Panel will be displayed. Click on “View” in the Temporary Internet Files under the General tab to launch the Java Cache Viewer. Select Click on “OK” to exit Java Control Panel. 1 Click 2 Click 3 Launch “Internet Explorer” from your computer. On the pop-up window that appears, please ensure that the ‘Cookies’, “Passwords” and “InPrivate Filtering data” checkbox has been ticked. Then, click on the “Delete” button. Double Click Go to Tools > Internet Options Click 1 4 Click Tick 1 Tick 2 Tick 3 Click 2 Click on “OK” to complete the process. Click on “Delete” Button. Click Click Run the AIS software again. If you are still unable to launch the application, proceed to the next page to change the Java Network setting. 4 (For Windows 7) Go to Start > Control Panel Run the AIS software again. (For Windows 8) Switch to desktop view and press the ‘Windows’ key and the ‘X’ key (i.e. + ) together on your keyboard to open a menu at the bottom of the screen. Select Control Panel. If you are still unable to launch the application, proceed to the next page to reinstall Java. Click Computer Desktop Change ‘View by’ to ‘Large icons’. Look for the ‘Java’ icon and run the program. 1 Select 2 Click Click on “Network Settings” Click Choose “Direct Connection” Click Click 5 (For Windows 7) Go to Start > Control Panel (For Windows 8) Switch to desktop view and press the ‘Windows’ key and the ‘X’ key (i.e. open a menu at the bottom of the screen. Select Control Panel. + ) together on your keyboard to Click Computer Desktop Change ‘View by’ to ‘Large icons’. Look for ”Programs and Features”. 1 Select 2 Click Select “Java(TM) X Update XX” then click on the “Uninstall” button Click 2 Select 1 Java will be removed from your System. Please restart your PC. After which, please proceed to reinstall Java. Please refer page 1 (step 2) to install Java. Run the AIS software again. If you are still unable to launch the application, please email us at [email protected]. Need help? www.iras.gov.sg 1800 356 8015 [email protected] facebook.com/irassg twitter.com/IRAS_SG The information provided is intended for better general understanding and is not intended to comprehensively address all possible issues that may arise. The contents are correct as at 2 Feb 2015 and are provided on an “as is” basis without warranties of any kind. IRAS shall not be liable for any damages, expenses, costs or loss of any kind however caused as a result of, or in connection with your use of this user guide. While every effort has been made to ensure that the above information is consistent with existing policies and practice, should there be any changes, IRAS reserves the right to vary our position accordingly. 6
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