Online lodgement essentials

To access OSRconnect, you need Windows, Internet Explorer and Adobe Reader. See browser settings for the recommended setup.

Apple Mac users should contact us on 1300 300 734 for specific information about their system requirements.

The ticks in the table below show the optimal combination for our online services.

 * After application of recommended Adobe patch. See our announcement for more information.
 

Hardware specifications

The minimum hardware required to run OSRconnect is:

• Pentium 4 2.6GHz
• 512MB RAM (4GB preferred).

Helpful hints when using OSRconnect

• Keep an eye on the time. If your keyboard is inactive for 30 minutes, you will be logged out and any unsaved work will be lost.
• Have all your details ready before starting.
• Check that any auto-populated or default details are correct. 
  • Duties self assessors—if any details are incorrect, please email the correct information to selfassessment@osr.qld.gov.au before submitting your transaction.
  • Payroll tax self assessors—if your employer status changes:
    • before 1 July, complete a final return within 21 days of the status change. See our
      final return toolkit for more information
    • on 1 July, record your change of status when prompted on the annual return. 
• Take care when entering your password. Three incorrect attempts will lock you out. If this happens—or your lose or forget your password—submit an online request and we will contact you.
• Input a '0' (zero) in any mandatory value field for nil amounts. Mandatory fields are noted with a red asterisk and must be completed.
• Click 'Check Form Data' or 'Basic Check' before submitting—this calculates your liability and checks for any form errors.
• Use the Adobe Reader print functions to print forms—use Ctrl+P or click your right mouse button and select Print.
• Print a copy of the 'lodgement confirmation' page for your records when it displays. You cannot retrieve the page at a later time.
• Use a web browser that is supported by OSRconnect.
• Set your Windows language to Australian English—so that monetary units display correctly in Australian dollars. Go to Start > Control Panel > Regional and Language Options. The language in the Regional Options tab should be set to English (Australia).

These tips are provided to help you use and understand OSRconnect. We recommend that you consult your IT administrator before changing any browser, network or system settings. Please refer to the list of compatible operating systems and browsers.

Browser version

OSRconnect works best with IE7. If you experience operating issues, check your browser version. You can find your browser version by selecting the About Internet Explorer link in the Help menu.

You can also use IE8 or IE9 with OSRconnect; however, you will need to make sure that your compatibility settings are correct. See the following tutorials for more information:

• Enabling compatibility mode for IE8
• Enabling compatibility mode for IE9.

Adobe Reader

Adobe Reader 9 or higher is required. Other PDF readers are not supported. If the forms do not load, you should ensure that Acrobat JavaScript is enabled, and that Adobe Reader is set to display PDFs in a web browser. See the following documents for more detail:

• Enable Acrobat JavaScript (PDF 195 K)
• Display PDF in browser (PDF 200 K).

The operation of Adobe Reader is affected by certain add-ons. We recommend that you (1) enable Adobe Reader add-ons, for forms to display and function correctly in OSRconnect; and (2) disable anti-virus add-ons, which monitor your online usage and aim to stop you from clicking malicious links on websites. Disabling these add-ons will not restrict your internet security or anti-virus software from quarantining and removing threats. 

From the Tools menu, select Manage Add-ons, then select Enable or Disable Add-ons.

1. Highlight the Adobe add-ons and select Enable. Click OK.
2. Highlight any add-ons that mention 'anti-virus' and select Disable. Click OK.

You may need to restart your browser for the changes to take effect.

Popups

OSRconnect uses popup boxes for certain aspects of its operation—if your browser blocks these popups, the system may not operate correctly. When allowing popups for OSRconnect, please note that third-party popup blockers (such as the Google® toolbar) operate independently of the browser popup blocker.

See our allowing popups tutorial for more information.

Cookies

Changing settings to allow cookies when using OSRconnect is done through the Privacy tab in Internet Options (Tools menu). Make sure you only allow cookies for OSRconnect. We recommend that you discuss any effects on security with your IT administrator.

Trusted sites

Note that if you have entered the sites used by OSRconnect into your trusted site settings (Security tab in internet options), you may still need to click Yes to any trusted-site popup messages that appear when using OSRconnect.

General browser maintenance

Temporary internet files building up over time can cause your internet sessions to run slowly. Deleting these files regularly may help restore performance.

Network issues

If the browser and operating system you are using appear compatible with our minimum requirements but you are having further issues, it is possible the errors are due to specific terminal settings or network security settings. These issues can only be resolved by one of your network administrators.

If these issues can’t be resolved, please have the network administrator email ccc@osr.qld.gov.au with the following:

• outline of the issue being experienced
• details of your operating system
• type of browser used
• browser settings
• firewall software details
• screenshots including details of browser settings, error messages and proxy server information if applicable
• contact details.

We may need additional information.

This information will then be forwarded to our Solutions Support Group who will acknowledge your email within 24 hours.

Question	Answer
Passwords
How do I get my OSRconnect password reset?	If you have lost or forgotten your password, submit an online request and we will contact you.
Address details
Can I change my address in OSRconnect?	Yes. You can manage your address details online—our updating your details tutorial shows you how.  Note: You can't change your standard address details online. To do this, email ccc@osr.qld.gov.au with your: client number and name name and phone number of contact person old standard address new address.
Bank account details
How do I enter my BSB number?	Enter your 6-digit BSB using a hyphen after the first 3 digits (e.g. 123-456), otherwise an error will occur.
What is the Valid to date for registering my bank account details?	The Valid to date indicates when the nominated bank account will stop being used to make payments. Note: To keep your nominated account active indefinitely, enter '31.12.9999' in this field.
Can I nominate an overseas bank account?	No. OSRconnect will only accept Australian bank accounts.
Direct payments
How do I set up a direct payment?	To set up a direct payment, you need to enter your bank account details in OSRconnect—our nominating a bank account tutorial shows you how.
Can I set a direct payment to come out of my account on a future date?	Yes. You can select the date on which the funds are to be debited from your account through OSRconnect. When choosing the date, make sure that your payment will reach us before the return due date to avoid unpaid tax interest (UTI). Our making a direct payment tutorial shows you how.

We recommend that you consult your IT administrator before changing any browser, network or system settings.

Question	Answer
Why am I experiencing the following issues? Internet Explorer seems to stop responding when scrolling forms. or Forms and drop-down menus open slowly. or Data entered into forms disappears when I click 'Check Form Data'.	These problems may be caused by a conflict between Adobe Reader 10.1.0 and 10.1.1 and the following: Windows XP and Internet Explorer 7 Windows XP and Internet Explorer 8 Windows 7 and Internet Explorer 9. Clients using Adobe Reader 10.0.1 are not experiencing these issues.
Why do I get the following message? Class WDJ_AcroForm Method: error Message: Could not send message	If you are experiencing this error while using Adobe Reader, check to see that you are using the latest version. You also need to ensure that add-ons are enabled. Refer to the browser settings tab for more information.
Why do I keep getting error messages when I select Basic Check or Check Form Data?	An error message will appear at the top of the form if you try to lodge your return before completing all required fields. Make sure you enter an amount in each field (even if it is zero) and tick the box to confirm your contact details.
What should I do if I get the following errors? 500 Internal server error failed to process request or 408 Request timeout error failed to process request	A 500 Internal server error happens when you cannot connect to the OSRconnect server. A 408 Request timeout error happens when the time given to connect to a server has expired. Both of these errors are due to a high volume of users accessing OSRconnect. If you receive the error before lodging your return or transaction, please try again later. If you receive the error after lodging your return or transaction, check if it has been submitted successfully. If the return or transaction is still appearing in draft in your Task Overview tab, you will need to submit it again.
The OSRconnect form isn't populating some fields (e.g. lodgement date, client name). What should I do?	JavaScript is used to populate the Adobe forms—you may need to enable it in your settings.  Open Adobe Reader Go to the Edit menu Open Preferences Select JavaScript from the Categories list (left-hand side) Tick Enable Acrobat JavaScript
When I try to open an Adobe form, I get a grey screen and the form does not load. What should I do?	This problem is not caused by OSRconnect. This sometimes happens when Adobe Reader version 10.1.2 is installed—it does not always work properly with Internet Explorer when accessing secure websites (e.g. OSRconnect). To fix this, you can do one of the following: download a patch from http://kb2.adobe.com/cps/930/cpsid_93026.html downgrade your Adobe Reader to version 10.0.1 upgrade your Adobe Reader to version 10.1.3 (when available).
I am using the 64-bit version of Windows. Why do I get the following when I try to load a form? A red X icon or A blank page in the web browser	These problems occur because Adobe Reader X is a 32-bit application, and does not install the required plugins to enable the 64-bit version of Internet Explorer to display OSRconnect's Adobe interactive forms. Although Adobe Reader will run as a stand-alone desktop application on a 64-bit operating system to open PDF documents, you must still use a 32-bit version of Internet Explorer to view PDF documents when on the web. Adobe has not announced plans for a version of Adobe Reader that will work in a 64-bit web browser. If you are running Windows 64-bit, you must use the 32-bit version of Internet Explorer with Adobe Reader to access OSRconnect. A 32-bit version of Internet Explorer can be found on Windows 7 PCs in the Program Files (x86) folder.  Find out how to tell if your PC is running a 32- or 64-bit version of Windows.