Frequently Asked Questions (Technical Issues)

Questions

1. Why can’t I see the "e-Submission" hyperlink when I login to myTax Portal? 
2. I encountered an error message "Unable to launch application" when downloading / launching the AIS application. 
3. I encountered an error message "Expected ‘;’" when downloading / launching the AIS application. 
4. What should I do if I cannot download Java Runtime Environment (JRE)? 
5. What should I do if I hit a ‘full page’ error, my PC hangs or is slow in responding? 
6. I have downloaded the AIS application but there is no shortcut icon created on my desktop. How do I launch the application? 
7. Why can’t I see some parts of the application on my screen? 
8. How do I uninstall the AIS application? 
9. Why can’t I upload the ".iras" file at the Upload Data File page? 
10. What should I do if I have followed the steps given in the answers to the questions above but still experience page errors? 

Answers

1) Why can’t I see the "e-Submission" hyperlink when I login to myTax Portal?

This is because you have either:

• logged in to your individual tax matter at the login page using only your SingPass/ IRAS PIN or
• you are not authorised to use the e-Submission of Employment Income application. Please refer to the user guide at our Authorisation for e-Submission website on how to perform the authorisation.

2) I encountered an error message "Unable to launch application" when downloading / launching the AIS application.

• Please ensure you are connected to the Internet and clear your browser’s cache.
• Check Java proxy settings:

a. For Windows Operating System, go to "Start" > "Control Panel" > "Java".

b. At the "General" tab, click "Network Settings".

c. Ensure "Use browser settings" selected and click "OK".

• Try to download the application again.

3) I encountered an error message "Expected ‘;’" when downloading / launching the AIS application.

This could be due to a firewall which blocks the downloading of Java files.

Follow the steps below to check if a sample Java file can be downloaded:

• Go to http://java.sun.com/docs/books/tutorial/uiswing/components/button.html 
• Click on the button "Launch" (there is a coffee cup beside the word launch in the button).
• If there is error prompted, it could be due a firewall blocking the download. Please check with your IT department to confirm this and to release the firewall.

4) What should I do if I cannot download Java Runtime Environment (JRE)?

You may have selected an incompatible JRE to download. There are various Java installation file to cater for different operating system.

Please check with your IT department on the type of operating system you are using and download the relevant Java installation file.

5) What should I do if I hit a ‘full page’ error, my PC hangs or is slow in responding?

It is recommended that you clear your browser’s cache, and close all other applications that are running in your PC to free up memory space.

6) I have downloaded the AIS application but there is no shortcut icon created on my desktop. How do I launch the application?
 

For Windows Operating System:

Method 1

a) Go to "Start" > "All Program" > "IRAS".

b) Launch the AIS application.

Method 2

a) Go to "Start" > "Control Panel" > "Java".

b) At the "General" tab, click "View" under Temporary Internet Files.

c) Double-click on the AIS application. If you are unable to see the application, ensure that the "Show: Applications." is selected.

7) Why can’t I see some parts of the application on my screen? 

It may be due to your screen resolution settings. Using a small screen resolution (e.g. 800x600) will cause distortions on the screen. The recommended screen resolution is 1024x768 with 100% font size setting.

8) How do I uninstall the AIS application?

Please refer to Guide to Uninstall Java Application.

9) Why can’t I upload the ".iras" file at the Upload Data File page?

Please ensure that you have selected the correct filename shown at Step 1.

If you are using Internet Explorer 8 and above, please go to "Tools" > "Internet Options" > "Advance" tab, and ensure that the "Include local directory path when uploading files to server" setting is enabled.

10) What should I do if I have followed the steps given in the answers to the questions above but still experience page errors? 
 

Please email the following details to ais@iras.gov.sg:

a) Date and time you encountered problems;

b) The operating system you are using (e.g. Windows XP, Macintosh OS X Tiger, etc.)

c) The browser type and version number (e.g. Internet Explorer 8, Mozilla Firefox 1, etc.)

d) The name of the Internet Service Provider (ISP) (e.g. Starhub, Singtel,etc)

e) The error messages you encountered or the screenshot of the errors encountered (if available)

Alternatively, you may contact us on our helpline 1800-356 8015, from 8am to 5 pm, from Mondays to Fridays for assistance.

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