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User Guide
Troubleshooting AIS Application for Microsoft® Windows Users
(For employers under the Auto-Inclusion Scheme)
Troubleshoot Guide for Microsoft® Windows Users
If you are unable to launch the AIS software, follow the steps below to ensure that you have Java Runtime
Environment (JRE) 7 and above installed in your Windows computer. If you already have the latest JRE, refer to
section on ‘Troubleshooting by error message’ below. If the error that you have encountered is not listed, please
email to us at [email protected].
Windows 7 users : Go to Start > Control Panel > Java
Windows 8 users : Switch to desktop view. Mouse over to bottom right hand corner of the Windows. Select Control Panel > Java.
Windows 10 users : Go to Start > All Apps. Look for ‘Java’ > ‘About Java’.
Select ‘Large Icons’
Click
Click
Click ‘General’
3
Click
1
Verify that Version Number is ≥ 7
Click
Click ‘Java’
5
2
4
Click ‘View’
Click
If you are unable to locate the Java icon or your Java Version is less than 7, you have to install the latest java
version before you can launch the AIS software.
Go to http://java.sun.com/javase/downloads/index.jsp and look for Java SE 8uxx
8uxx
Java SE 8uxx
Click
Click
Click
3 Click
Click
4 Click
Run
Click
5 Click
Install >
Click
6 Click
Close
2
jre-8uxx-windows-i586-iftw.exe
jre-8uxx-windows-i586.exe
jre-8uxx-windows-i586.tar.gz
jre-8uxx-windows-x64.exe
jre-8uxx-windows-x64.tar.gz
Click
1 Click
Once you have installed the
latest JRE, you can proceed
to
launch
the
AIS
Application.
If you are still unable to launch the AIS software, please refer to section on ‘Troubleshooting by error message’.
AIS software is not downloaded or
installed properly.
The wrong software had been
associated to launch the AIS software.
AIS software is not associated with
Java.
Resolving the issue:
Follow the steps listed on page 2.
Resolving the issue:
1. Select “Select a program from a list
of installed programs”
2. Follow steps 4 to 6 listed on page 2.
Resolving the issue:
Follow the steps listed from page 3
onwards.
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Troubleshoot Guide for Microsoft® Windows Users
At the AIS software webpage, right click on
the AIS software hyperlink and select ‘Save
Target As’. Save the file on your desktop.
For Google Chrome users:
Select ‘Save Link As’.
Right Click
Click
If ‘Java(TM) Web Start Launcher’ is not listed under
‘Recommended Programs’, click on ‘Browse’ and carry
on with Step 5 and 6.
Offline Application Version X.X
Click
Click
Click
Click
2
1
Click
1
If ‘Java(TM) Web Start Launcher’ is listed under
‘Recommended Programs’, select it and click ‘OK’.
Thereafter, the AIS software will run.
Click
Right click on the file saved on your desktop
and select ‘Properties’:
2
“AIOfflineExcelApplication” for Offline Application
“AISalaryFileValidator” for Validation & Submission Application
Click
Sel
At the ‘Open with’ pop-up window, go to the following
file path:
Click
Sel
For Java 7 Users
At the ‘General’ tab in the properties window,
click on the ‘Change’ button.
Computer > Local Disk C: > Program Files > Java >
Java7 > bin folder and look for the program with name,
‘javaws.exe’, select it and click ‘Open’.
For Java 8 Users
Click
Computer > Local Disk C: > Program Files > Java > jre
1.8.0_xx > bin folder and look for the program with
name, ‘javaws.exe’, select it and click ‘Open’.
Sel
Select ‘Always use the selected program to open
this kind of file’ checkbox and click on ‘OK’.
Thereafter, the AIS software will run.
Tick the box
Select
Click
Click
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Troubleshoot Guide for Microsoft® Windows Users
(For Windows 7)
• Go to Start > Control Panel
• Look for the ‘Java’ icon and run the
program.
(For Windows 8)
• Switch to desktop view and press the
‘Windows’ key and the ‘X’ key (i.e.
.
+
) together on your keyboard
to open a menu at the bottom of the
screen. Select Control Panel.
•
(For Windows 10)
• Go to Start > All Apps
• Look for ‘Java’ > ‘Configure Java’.
Click
Click
Select
1 Click
Select
2 Click
3
AIS Offline Application
Select ‘Resources’ from the drop down list. Delete
all items listed in the menu. Click on ‘Close’ after all
items have been deleted.
Click
Sel
Click
Select
1 Click
Click
3
Change ‘View by’ to ‘Large icons’. Look for
the ‘Java’ icon and run the program.
2
Select all
Click
Select
1 Click
Select
4 Click
Click
2 Click
Click on ‘OK’ to exit Java Control Panel.
The Java Control Panel will be displayed.
Click on ‘View’ in the Temporary Internet Files
under the General tab to launch the Java
Cache Viewer.
Click
1
Click
Click
z
At the Java Cache Viewer window, select
‘Applications’ from the drop down list. If AIS
software is listed, select it and click on
button.
Click
2
Click
Click
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Troubleshoot Guide for Microsoft® Windows Users
Launch ‘Internet Explorer’ from your computer.
A pop-up window will be shown. Ensure that the
‘Cookies’, ‘Passwords’ and ‘InPrivate Filtering
data’ checkboxes are ticked. Then, click on the
“Delete” button.
Double Click
Select Type
Click
Tick
Go to Tools > Internet Options
Click
Click
Click
Tick
1
1
2
Click
Tick
3
Click
4 Click
Click
Click
2
Click on ‘OK’.
Click on ‘Delete’ Button.
Click
Click
Click
Click
Run the AIS software again.
If you are still unable to launch the
application, proceed to the next page to
change the Java Network setting.
4
Troubleshoot Guide for Microsoft® Windows Users
(For Windows 7)
• Go to Start > Control Panel
• Look for the ‘Java’ icon and run the
program.
(For Windows 8)
• Switch to desktop view and press the
‘Windows’ key and the ‘X’ key (i.e.
l
+
) together on your keyboard
to open a menu at the bottom of the
screen. Select Control Panel.
(For Windows 10)
• Go to Start > All Apps
• Look for ‘Java’ > ‘Configure Java’.
Click
Sel
Click
Sel
Run the AIS software again.
If you are still unable to launch the application,
proceed to the next page to re-install Java.
Click
Sel
Change ‘View by’ to ‘Large icons’. Look for the
‘Java’ icon and run the program.
Select
1 Click
2
Click
Click
Click on ‘Network Settings’
Click
Sel
5
Troubleshoot Guide for Microsoft® Windows Users
(For Windows 7)
• Go to Start > Control Panel
• Look for the ‘Java’ icon and run the program.
(For Windows 8)
• Switch to desktop view and press the ‘Windows’ key and the ‘X’ key (i.e.
+
keyboard to open a menu at the bottom of the screen. Select Control Panel.
) together on your
(For Windows 10)
• Go to Start > All Apps
• Look for ‘Java’ > ‘Configure Java’.
Click
Sel
Change ‘View by’ to ‘Large icons’. Look for ‘Programs and Features’.
Select
1 Click
Click
2 Click
Select ‘Java(TM) X Update XX’ then click on the ‘Uninstall’ button
Click
Click
2
Click
Select
1
Java will be removed from your System. Please restart your PC.
After which, proceed to re-install Java. Please refer page 1 (step 2) to install Java.
Run the AIS software again.
If you are still unable to launch the application, please email us at [email protected].
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Troubleshoot Guide for Microsoft® Windows Users
Contact Information
For enquiries on this user guide, please call 1800 356 8015 or email [email protected].
Published by
Inland Revenue Authority of Singapore
Published on 15 Feb 2017
The information provided is intended for better general understanding and is not intended to
comprehensively address all possible issues that may arise. The contents are correct as at 15 Feb 2017 and
are provided on an “as is” basis without warranties of any kind. IRAS shall not be liable for any damages,
expenses, costs or loss of any kind however caused as a result of, or in connection with your use of this user
guide.
While every effort has been made to ensure that the above information is consistent with existing policies
and practice, should there be any changes, IRAS reserves the right to vary its position accordingly.
© Inland Revenue Authority of Singapore
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