Issues and Workarounds
We've found several issues on the site which may cause you problems. We're working to resolve these, but as a short term measure, we want to make you aware of the problems and where there are ways to work around them. We'll advise once an issue has been resolved, by posting a note on the Message Centre.
Using Wireless Routers
If you have difficulty accessing our site using a wireless router the problem is possibly related to the router’s firmware. Firmware is a set of instructions which are permanently imbedded in the circuitry of computer hardware. These instructions can be updated by downloading a specific file from the manufacturer of the product.
If you are using a Belkin router, to discuss any issues please contact their Specialist support staff by going to their website at –
If you have a NetGear router and require support, please contact them at their website -
If you’re affected, please email us through ‘Contact Us’ or call our Internet Helpdesk team with details of when and how the issue affects you and the make and model of your router.
Downloading your account details to Excel
If you find you are unable to save your information after downloading to Excel, please follow this work around -
- Highlight the table in the web view of Excel and copy paste into a new Excel document.
Or, - When you're asked to either, open or save, select the save option and choose a location on the hard drive. To open the file, select the saved file from your hard drive.
If you are receiving an error message when you try to download, please email us through ‘Contact Us’ or call our Internet Helpdesk team with details of your pc and we’ll investigate this for you.
Dealing in Funds
If you want to deal in a Fund, please access the page through ‘Deal Funds’. We’ve discovered that the page freezes and doesn’t return a price if you select either ‘Deal in this fund’ from the Funds Factsheet or from your account.
Email Corporate Action Instruction Box
If the screen resolution size you use is 800x600, you might be unable to view the buttons to confirm or cancel this instruction box. As a workaround, you can change your screen resolution size by following these instructions:
- Select Start
- Select Control Panel
- Select Display
- Select Appearance
- Under ‘Screen Resolution’ move the slider until the display reads at least 800x600
- Select Apply
- The screen may flicker and you may lose your display for a couple of seconds. This is normal and is just part of the process
- If you get a box that asks if you want to keep the display settings select ‘Yes’.
If at any time you want to return to your previous resolution size, repeat the instructions, moving the slider back to its previous position.
Printing Portfolios
If you have more than 80 stocks in your portfolio, you might find that many additional pages are printed when you print out your stocks.
When you select the option to print from the Account View page, a new window appears with the page in 'print friendly' form. Looking at this you'll be able to see how many pages should print out. To work around the problem, select 'file' and 'print' from the top of the screen. On the 'print' box that appears, on 'print range' select 'pages' from and enter 1 in from 'to' box and 'x' in the to box. X is the final page number of your account.
Research Centre Charting
Average Figures are not being updated. We’re working to resolve this and will post an update on the Message Centre when we have more information.