FAQ and troubleshooting Guide

Transcription

1 FAQ and troubleshooting Guide 1) Submission Authorization Authorizing a) Please check the password you have entered, most probably invalid. b) Copy and paste this file secourt-crypto.jar to this path C:\Program Files \Java\jre6\lib\applet c) Please check your Operating System. E-filing system currently does not support Windows 8 environment. d) Intermittent network to connect from law firm to e-filing. Please refer with your network administrator. e) Network Slow. Large bandwidth consume for several computer used. Recommend to upgrade your network speed. Please refer with your Internet Service Provider e.g TM, Jaring, Time, P1 Wimax and etc. f) Computer problem/infected by malware, Trojan, virus and etc. Click Ctrl + Alt + Del to check if computer infected and computer consume 100% of CPU Usage in Windows Task Manager g) Provide the screenshot error Token Authorizing part, basic network troubleshooting e.g: - ping efiling.kehakiman.gov.my - tracert efiling.kehakiman.gov.my h) Perform connection bandwidth test from your side by surf to and click on button Begin test 2) Payment Locked - Kindly wait for 30 minutes as shown in Payment Locked Timestamp period. The transaction will be temporary locked for 30 minutes to avoid double payment. 3) Payment successfully deducted from banking account but the filing still appear in filing cart Kindly provide the FPX receipt and bank transaction for the Filing and to helpdesk@fstech.formis.net. 4) Transaction Pending - For B2B transaction model/corporate account. The transaction status with code 99 - Pending for Authorization (Applies to B2B model). Prompt up error message Payment locked until payment being confirmed or canceled Kindly login to Bank to re-authorize the payment or else you can liaise with Bank/helpdesk. Please provide the FPX transaction ID to Bank/helpdesk and check whether to re-authorize or fail the transaction. 5) Refund from Bank - If you experienced any problem during online submission and payment transaction has failed, any refund thereof will be completed within 14 working days. Kindly view the bank statement via Bank Reversal description. 6) Installation of e-filing components click here

2 7) Unable to click on browse document Figure 1 a) Please ensure Mozilla Firefox version is updated to newest version. Mozilla Firefox menu > Help > About Mozilla Firefox/About Firefox. Please follow steps given to downgrade the Firefox version. b) Clear java cache. Please close Internet Browsers and follow steps below: Windows Start > Control Panel > Java > General > Temporary Internet Files > Settings > Un-tick keep temporary files > Delete Files > Tick Applications and applets & trace and log files > click OK > click OK > click OK 8) Document pending for upload a) Click on earth icon to check the documents uploading progress. b) Delete the current document status pending to upload and re-upload the document c) Suspect on intermittent network problem while sending data over the network/uploading document. Figure 2 9) Unable to upload the document Please ensure that the original document size is not more than 35 MB. 10) Registration e-filing admin and user profile User may refer to e-filing system user manual for Lawyer in e-filing main page > Getting Started > For more details, click Here > User Manual 2 Registration for e-filing Account & User Profile 11) Earth icon with status cross mark as shown in Figure 3 Figure 3 a) Check if the Mozilla Firefox updated to the latest version. Uninstall and reinstall to correct

3 version and click on Mozilla menu > Tools > Options > Advanced > Update > click never update setting b) Please check with Network Administrator, Firewall setting and allow the following port 80, 443 https to be open 12) E-filing page cannot be accessed. Other web page can be accessed as normal. 1) to the screenshot of basic network troubleshooting e.g: - ping efiling.kehakiman.gov.my - tracert efiling.kehakiman.gov.my 2) Please contact your Internet Service Provider e.g TM, Jaring, Time, P1 Wimax and etc to check on this issue. Probably you might need to reset your modem/router, check on DNS server setting, 13) Filing record not in filing history User may find the records of Filing in efiling tray. Filing > Submit Filing > filing history > advanced search > type in Filing Reference Number > Filter 14) Token pin number locked > Password you type in is invalid and locked after a few time attempts. You can verify your Token pin number through the Trustgate Token Manager. Start > All Programs > Trustgate > Token > Certificate > View Certificate. If you have any enquiries, Please call MSC Trustgate to UNLOCK the token (Ext:711/831/832 ) 15) Token Expired Please contact MSC Trustgate helpdesk for Token Renewal assistance (Ext:711/831/832 ) 16). Account Locked a) Account locked is due to non-activation of account. There is one link sent to firm s for activation purpose. b) User need to activate admin id by clicking on the activation link which is sent to your firm s address after account registration (admin). c) User may reset the password and a notification will be sent to your firm s . Otherwise, you may forward the to helpdesk for further checking. efiling Figure 4

4 17) Court Receipt not generated - Original receipt is only generated once payment is done. There will be windows pop up to show court receipt. Otherwise you may also find the copy of payment receipt in the e-filing tray. Filing > Submit Filing >Filing History > Advanced Search > type in Filing Reference Number > Filter 18) Unable to download document and prompt up error message a) Please ensure no blank space at the last digit of extraction code before you click on list button. b) Please ensure you have disabled the 'pop-up blocker' Disable Pop-up blocker Mozilla menu > Tools > Options > Content > Un-tick Block Pop-up Windows c) Kindly retry again to download the documents 19) Unable to download the document. Please check the extraction code you type in "0" is number or "O, "1" (number) or "I" and also B or 8 (number) 20) Prompt up error message There was an error processing a page. There was a problem reading this. Kindly provide the Filing Reference Number, Case Number and document type to helpdesk for further assistance 21) Prompt up error message insufficient data for an image while viewing the document. Kindly provide the Filing Reference Number, Case Number and document type to helpdesk for further assistance. 22) PDF creator to convert pdf to readable format in e-filing system. There are Open source and freeware product which can be used to modify pdf document. Any documents submitted into the e-filing System that do not adhere to the standard PDF format may experience document unreadable issues and document could not be by the system. e-filing main page > Getting Started > For more details, click Here > PDF Creator Installer 23) Forgot password for Admin Account- Click on forgotten password figure and you will be required to complete certain information before the password is reset and notice will be sent to your account s (which you key in during account registration). Figure 5

5 24) Forgot password for non - admin account- Request your firm s admin to reset the account password. Admin may go to User Profile> search for the staff account by key in either by login id or IC No> select the user from the search result> click on Reset Password button. 25) Forgot admin id - Kindly write an official letter to the Court Registrar requesting to retrieve e-filing administrator id. 26) Fail to save Filing in Filing cart - Kindly provide the case number to helpdesk for assistance. 27) Expired Filing still appear in Filing cart - The transaction will be automatically housekeep in 2 weeks time. Kindly provide the Filing Reference Number and to helpdesk after the Filing has expired. 28) Missing of Document type in the selection during filing document online - Kindly refer to Court Registrar for more details on this matter. Otherwise, you can us the information and we ll help you to get feedback from the Court Registrar. 29) Conducting online file search - Unable to trace file search ticket number. Ticket number is under Perihal Bayaran in official court receipt. 30) Advocates and Solicitor name not listed in the e-filing Law Firm s directory Please ensure your Firm s information in e-filing is synchronized with Bar Council s information. Please contact Bar Council to check the status of registered Law Firm. Please to helpdesk@fstech.formis.net the letter of acknowledgement from Bar Council once the law firm has been registered. 31) Prompt up error message You have not login or your session has expired. Please proceed to login page by clicking on the button below a) Session timeout. You may try to login again. 32) System always prompt up error message You have not login or your session has expired. Please proceed to login page by clicking on the button below a) Please check your load balancer of your office network setting to add in web address efiling.kehakiman.gov.my. Please verify with network administrator whether the network adhere to more than one IP address used for one computer. b) to helpdesk@fstech.formis.net the screenshot of basic network troubleshooting e.g: - ping efiling.kehakiman.gov.my - tracert efiling.kehakiman.gov.my

6 33) How to get the document with chop and seal from court: Online Filing 1) System will sent the notification in filer s tray once the document has been processed by court officer. Service Bureau Counter 1) Notification will be sent to Filer s (Please check your address before you leave service Bureau counter) 34) address in payment notice invalid. Please use extraction code stated in payment notice to extract the document. E-filing Main page > Public Services > Online Document Extraction > type in extraction code > Type in address > click on list button > click on Download button to extract the document. Figure 6