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.
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