Centrelink letters online and Electronic Messaging 133-05000000

Item

Description

1

Issues with Google Chrome

To fix issues with Google Chrome's built-in PDF viewer:

• open Chrome
• select Settings then Advanced
• under Privacy and security, select Site Settings
• select PDF documents
• turn OFF the Download PDF files instead of automatically opening them in Chrome option:
• if this switch is already OFF, another solution is to change the Download PDF files instead of automatically opening them in Chrome option to ON (blue). This will download the relevant file. When it appears at the bottom of the window, select Open, to open the file in a separate Reader window. Then select the Always open files of this type option
• If PDF files still do not open in Adobe Reader, it could be the Adobe Reader settings. To check this, o
• Open Adobe Reader
• Select Edit then Preferences
• Select General
• Click the Select as Default PDF Handler button
• Select Continue, then follow the steps provided

2

Issues with Internet Explorer

To fix issues with Internet Explorer and 'add-ons', open Internet Explorer and select:

• Tools > Manage Add-ons
• Toolbars and Extensions from the Add-on Types drop down menu
• All Add-ons from the Show drop down menu
• Adobe PDF Reader from the Show menu. Note: if this option is not there, try the other options on the menu. For example, on some systems the add-on appears when Run Without Permission is selected
• Enable to set the Adobe PDF Reader add-on to open PDFs in the browser

Alternatively, try switching to Compatibility View. Some websites display better in this view. It displays a page as if it were in an earlier version of the browser.

3

Issues with Mozilla Firefox

Check PDF settings:

• Windows users:
• go to Firefox > Options > Applications
• in the Content Type area, select Portable Document Format (PDF)
• in Action column, select Use Adobe Acrobat (in Firefox)
• Mac OS users:
• go to Firefox > Preferences > Applications
• in the Content Type column, select Use Adobe Acrobat NPAPI Plug-in

To resolve issues with Mozilla Firefox and 'add-ons':

• select Tools then Add-ons
• in the Add-ons Manager window, select the Plugins tab and choose Adobe Acrobat or Adobe Reader
• select Always Activate or Ask to Activate next to the name of the plug-in

4

Issues with Safari

The most common cause for issues with PDF files and Safari is Adobe browser plug-ins. To fix, open Acrobat and check for and install any updates.

If using Adobe, ensure the default setting for PDF files is Adobe:

• right click the PDF file
• choose Adobe Reader or Adobe Acrobat from the Open with: section
• select Change All… button

To change browser preferences:

• launch Safari
• select Preferences > Security
• next to the Internet plug-ins option, select Website Settings
• select Adobe Reader from the list of plug-ins
• under the When Visiting Other Websites option, select Allow Always from the drop down list
• select Done

5

Issues with Display PDF in Browser and Fast Web View

Close all browsers:

• open Adobe Reader
• select Edit then Preferences then Internet
• in the Web Browser Options section, uncheck Display PDF in browser and uncheck Allow Fast Web View
• select OK

6

Issues with Microsoft Edge

Windows 10 comes with 2 browsers - Internet Explorer 11 and Edge.

Edge is the default browser, but Microsoft has removed support for the add-on (Active X plug-in) required by Acrobat Reader to view PDF files.

Customers must use Internet Explorer 11 to open PDF files.

There are 3 ways to do this:

• for an individual file, select the 3 dots at the top right of the page and choose Open with Internet Explorer
• set Adobe Acrobat Reader as the default viewer
• go to the Settings > System, Default apps
• scroll down to Choose default apps by file type, scroll to .pdf
• select the current default and choose Adobe Acrobat Reader DC
• save the PDF to a computer:
• choose Adobe Acrobat Reader
• check the Always use the app to open .pdf files box and select OK

7

Delete temporary internet files

Clear the browser cache (temporary Internet files) to display a fresh version of the page.

Only clear the browser cache. Clearing all temporary Internet files will delete cookies containing login information and preferences.

Most browsers let users select the type of content to delete.

8

Do not use bookmarks or favourites

Customers must not try to access their letters using bookmarks, favourites, or saved locations.

Customers must always access their letters by:

• starting a new browser session
• sign in to myGov or the Express Plus Centrelink mobile app
• select the letter from their Inbox

9

Using certain PDF readers

Customers may have trouble viewing their letters depending on the PDF viewer they are using.

Services Australia recommends using the latest version of Adobe Acrobat Reader or another current PDF viewer.

To check they are using the latest version:

• open their PDF viewer
• select Check for Updates option

10

Issues with PDF readers and the Express Plus Centrelink app

The customer may have uninstalled the default PDF viewer from their device, or they have attempted to open the letter with something other than a PDF viewing app.

To fix this, the customer needs to change the default app for PDF files.

OPTION 1:

If the customer does not know which app is being used to open the PDF file, open any PDF file and when it launches, just go to the 'Recent apps' option. At the top of the app, they will be a small icon indicating which app was used to open the file. Click on that icon and select 'App info'. There should be a 'Defaults' option where 'Clear Defaults' can be selected, otherwise go to 'Advanced', then 'Open by default', then 'Clear Defaults'.

OPTION 2:

If the customer knows which app is being used to open the PDF file, go to 'Settings', then 'Apps', then select the app that's being used to open PDF files. Scroll down to 'Set/Open as default' then select 'Clear defaults'. The next time that the customer attempts to open a PDF file, they will be asked what app they want to use to open the file. They can then select 'Just once' to use the app for that file only, or 'Always' to always use that app to open PDF files. Apps such as Drive PDF Viewer, Adobe Acrobat Reader, and Google PDF Viewer are reliable PDF viewing apps.