Troubleshooting forms on the Online Registry

There may be times when you are lodging forms when you may experience problems with submitting them. We have compiled a list of common problems that our users have. If you cannot find what you are looking for in the items listed below, check our FAQs.

Reducing the file size of a pdf

To check the file size of your PDF, open the document and select File>Properties from the menu. To make a larger file smaller, follow these steps:

If you have the software Adobe Acrobat version 7 or higher, open the PDF and then go to Advanced>PDF Optimiser. This gives you various options to compress the file.

If you have Adobe Reader, you should be able to shrink the size of your PDF (depending on how big it is) by selecting to print the PDF document. Open the PDF in Adobe Reader, then click Print. In the print window, scroll down the list of printer names and select 'Adobe PDF'. Click OK and it should save (not print) a version of your PDF which is smaller in size.

If you don't have Adobe Acrobat, you can download free software to compress a PDF. One such software is PDF Compressor (link is external). Once you've downloaded it, you can just drag and drop your file into the application window and it will compress the file for you.

Getting rid of document restrictions within pdfs

If have a PDF with document restrictions, you will not be able to upload it. You or someone else may have added these restrictions, or it could be the default setting for the scanner you are using.

If your scanner is adding these restrictions to the documents you scan, you will need to check the scanner settings and remove restrictions on editing, printing, copying of text, images and other content within the document. You may find this labelled as ‘change permissions’, ‘password protection’ or ‘owner passwords’.

If you added the restrictions when saving a document as a PDF, you will need to alter the permissions using the software you used to create the PDF. One example of such software is Adobe Acrobat (link is external), which allows you to set passwords and permissions. 

Where to find partially completed forms

If you saved the form before it was ready for payment (or if it doesn't have a fee), it will be in the 'Forms in progress' section. Once a form is ready to be paid for (if it has a fee), it will be in the 'Forms awaiting payment' section.

Previewing forms in 'Saved forms'

You can only preview a form if you have added all the information required on the first pages (before any attachments are required).

Managing errors during payment

If you have spent more than 10 minutes on the payment pages (the pages on which you enter or confirm your credit card details), the payment will time out and you will get an error message. If this happens, you will need to contact us so that we can check whether the payment has gone through and whether the forms have been filed. You will not be able to file the forms again by clicking Back in the browser. 

Logging in as two users at the same time

Make sure you haven't logged in as two separate users at the same time. In other words, do not open multiple windows to access different accounts. If you log into two or more accounts at the same time, you may experience technical problems. 

What to do if you get a 'Lost connection' error message

You may see a 'lost connection' error message if you click on the Back button on your browser when you are in the middle of a form. The browser Back button is the one in the top left hand corner of the window, and is usually grey. If you see the 'lost connection' error message, try refreshing the page. If that doesn't work, click on 'Forms in progress' on the menu bar. Your draft form should be saved there, and you click on the Edit icon to reopen it.

If you need to go back to a previous page of a form, it is best to click on the grey 'Previous' button in the bottom right hand corner of the page.

Other unexplained problems with submitting forms

If you are experiencing a problem, please check that you are using a suitable web browser. 

If you copied existing text from a Word document (.docx or .doc) into a form field, the formatting included in the Word document may have introduced a problem. It is best to copy text from a text file (.txt) instead of Word document.

If this is happening to you, please contact us for help.

Cut off times for ensuring a form  is filed at the Registry on the same day

You must submit and receive confirmation that your form was received, by 11.59pm. The filing details including the time of submission are displayed on the final webpage of the filing process, which confirms that your forms have been successfully submitted.