Support — Knowledge Base

Software Assistant Knowledge Base

The Knowledge Base is a central resource containing information regarding queries and problem reports resolved by our support department. You will also find handy hints, tips and tricks to keep you on track.


Tax Assistant

Tax Assistant’s fonts are not displayed correctly, are condensed or unreadable

Microsoft update KB3013455 breaks the way Arial font is displayed across certain applications. This only affects users running Windows Vista SP2 or Windows Server 2003 SP2. Users are advised to uninstall the update and restart the computer to resolve the problem until Microsoft can correct this issue.

I am unable to change the status of returns or forms.

Make sure that the return has been saved first and that there are no validation errors present. Also make sure that your user account has access rights to sign returns.

How does an agent lodge their own returns?

For an agent to lodge their own returns, they must open the return form to the consent page. The agent must enter 00001333 as the agent reference number in order to be able to lodge their own return.

How do I recover lost or forgotten client record passwords?

If you have lost or forgotten a client record password, please contact support for assistance.

How do I lodge the Work-Related Expenses Schedule?

To lodge the Work Related Expenses Schedule (D1 to D5), click on the ‘Other’ tab and then mark the “Lodge Work-Related Expenses Schedule” checkbox.

How do I create a BAS form for a prior tax year?

After a certain period, you will not be able to lodge BAS forms for a previous year using that year’s module. To lodge a previous year’s BAS form, create the form in the previous year’s module. The Document ID will identify the BAS form’s year period to the ATO.

  1. Change the year period to a previous year in the top right hand corner of Assistant.
  2. Select the client that you wish to create a BAS form for.
  3. Click on the down arrow next to the “New” button and select “Tax forms” and then “Business Activity Statement”.
  4. Enter the document ID in the Document ID field. This will identify to the ATO the period that the BAS form was created for.

How do I create a BAS form or an IAS form for a client?

You must have a client record present before you can create a BAS or other forms for the client.

To create a BAS, IAS or any other form for the client:

  1. Click on the down arrow next to the “New” button.
  2. Select the “Tax Forms” menu.
  3. Select the desired form.

“Index is out of date” is shown when trying to open a return or ledger.

If this occurs when you are trying to open Ledger:

  1. Close the Ledger.
  2. Select “Tools | Repair ledger files”.
  3. Try to re-open the Ledger.

If this occurs when you are trying to open a tax form:

  1. Close Software Assistant.
  2. Open Software Assistant’s registration form by selecting “Start Menu | All Programs | Software Assistant | Register Assistant”.
  3. Click on the “Register | De-register” button to register Software Assistant.
  4. Click on “Start Menu | All Programs | Software Assistant | Verify and backup data”.
  5. Tick only the first three boxes.
  6. Click on the “Proceed”.
  7. Try to re-open Software Assistant.

‘The client with the same TFN has been detected’ is shown when signing returns for lodgement.

There are two or more records created with the same client’s TFN. The records have to be merged or deleted.

To delete a redundant client record:

  1. Untick “Active” checkbox on left-hand-side navigator.
  2. Click on TFN column header to sort clients by TFN.
  3. Locate client by TFN and find below another client record with the same TFN.
  4. Delete redundant client by selecting the client record and then selecting “File | Delete client”.

To merge client records A and B:

  1. Export client A record to the file by right-clicking on the client’s record and selecting “Export client to file (with docs)” menu.
  2. Delete client’s A record by selecting “File | Delete client”.
  3. Right-click on client’s B record and select “Change client code to…”
  4. Change client’s B code to client’s A code.
  5. Import client A from the export file by selecting “File | Import data | Import exported clients”.
  6. Mark the records you wish to import (merge) in to client A (ex B).

Amended Return has blank old ELS fields.

  1. Delete the amendment return.
  2. Open the original return and change its status to “In-progress”.
  3. Validate the return then change the status to “Signed”.
  4. Change the status from “Signed” to “Accepted”.
  5. Open a new amendment return.

When printing ASIC or Tax reports my merge fields are not being populated.

This is usually due to your Windows Region and Language locale being set to another country.

To rectify this:

  1. Select ‘Start’ and then ‘Control Panel’,
  2. Select ‘Region and Language’,
  3. Select the ‘Administrative’ tab,
  4. Select ‘Change system locale…’ and make sure it is set to ‘English (Australia)’.

When trying to view help by pressing the ‘F1’ key, nothing is displayed.

You may be missing certain Software Assistant help files, or your keyboard is configured incorrectly.

  1. If you have a Microsoft keyboard, make sure the ‘F-Lock’ key is turned ‘OFF’. Try to re-open the help files.
  2. If you still cannot access the help files, navigate to “C:\Program Files\Software Assistant\Assistant\Help”. If you are using 64 bit Windows, this directory will be “C:\Program Files (x86)\Software Assistant\Assistant\Help”.
  3. Check to see whether you have help files for the year you are working on. These will be indicated by the return name followed by the year. E.g. ITR20XX, FTR20XX, Forms20XX.
  4. If you do not have these files, please re-install Software Assistant or download the full-install from our website. Refer to: How do I download Software Assistant’s complete installation, Assistant upgrades and Cisco Systems VPN Client?

How do I lodge an amendment for an Individual Return?

In order to lodge an Individual amendment form, you must have already lodged the original form and it must be in an ‘Accepted’ state.

  1. Open the original tax return.
  2. Make sure the status is marked as ‘Accepted’.
  3. Click on the arrow next to the ‘New’ button.
  4. Select ‘Tax forms’ and then ‘AR – Amend return or activity statement’ for 2011 and newer returns or ‘AI – Amendment of individual return’ for 2010 and earlier returns.
  5. Complete the amendment details, save and lodge the amendment return.

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Ledger Assistant

I receive a driver error when trying to repair ledger files or print ledger reports.

This is usually caused by a corrupt print driver. Please verify you are using the correct default printer within Windows Printers and Faxes. You may need to delete and re-install the print driver.

How do I separate motor vehicle expenses in the financial reports?

  1. The account length in the ledger should be 5 or 6 digits (with subaccounts). If it is not, change the account length in the client details form, LEDGER tab, then select “Tools | Repair accounts | Fix account length” in the ledger.
  2. Manually create account 750001, 750002 etc. (or 75001, 75002 etc for 5-digit long account) for each of the motor vehicles. It is a header account and it should keep the name ‘motor vehicle’.
  3. Create transactions to motor vehicle accounts. Use the master codes and subaccounts to represent motor vehicle (if account 750001 is “Car1” then 751001 account will be “Fuel and motor oil” for “Car1”):
    01/07/2011
     751001
     100.00
    01/07/2011
     752001
     200.00
    01/07/2011
     751002
     300.00
    01/07/2011
     752002
     400.00
  4. Print the financial report. When the motor-vehicle header account exists, the report will print all subaccounts with balances for this motor vehicle in the notes to the income statement:
    Car1
    Fuel an motor oil
    Registration and insurance

     90.91
    181.82
    —————–
    272.73
    Car2
    Fuel an motor oil
    Registration and insurance

    272.73
    363.37
    —————–
    636.37
    —————–
    909.10
    Please note, the above will print only if you allow subaccounts in the financial report options.

What to do if you receive error $2501 upon opening Report Designer.

Please restart your machine and retry. If the problem persists, contact Software Assistant.

Bank feeds: How do they work?

  1. Bank feeds are available at $22 per bank account annually with no ongoing fees or restrictions on number of downloaded transactions.
  2. Order bank feeds on our order form.
  3. Bank feeds management will be added to your user portal, under the registrations section.
  4. Use bank feeds management to register bank details. Net banking credentials will be required. Check with your client that the net banking account has an SMS code confirmation or any other security measure to prevent unauthorized transactions before registering the net banking details.
  5. The bank feeds ID will be generated for each registered bank account and all available transactions will be downloaded to your user portal (usually three months of transactions). We use third-party services from Yodlee to retrieve the transactions.
  6. The transactions will be refreshed automatically every night and stored in your user portal.
  7. Open ledger in Ledger Assistant and edit the appropriate bank account.
  8. Enter the bank feeds ID as generated in the user portal to associate the ledger account with the bank feeds connection.
  9. Select “File | Import data | Import bank feeds” when ready to download bank transactions.
  10. Select the bank account from the accounts associated with the bank feeds and a period for which you wish to retrieve transactions.
  11. Transactions will be imported to the transaction import screen where Rules can be used to automatically allocate the account numbers to the transactions based on keywords in the transaction description, date, reference and other criteria.

The “HP liability” account appears as an asset in the financial report.

Negative “Interest bearing liability” accounts (accounts 3200 – 3299) will be displayed as assets in the financial report. To force an account to stay in liability section, edit the account (“HP liability” in this case) in the accounts page by activating “Persistent category” option.

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Installation and Registration

Unable to install the 2015.4 update – “Unable to copy file” error

Some users with network installations of Software Assistant may encounter the following error: ‘unable to copy file “C:\Program Files(x86)\Assistant Setup\Assistant 2015.4\DATA\_SBR\Add taxanomies directory here._txt” to “network_path”.

This error is typically caused by Windows permissions problems. There are two ways around this:

  1. Log in as the Windows Administrator for the computer which hosts the data and run the update from there,
  2. Copy the “C:\Program Files(x86)\Assistant Setup\Assistant 2015.4\Data\_SBR” folder to the network path shown, e.g. Y:\. The update may still indicate it has failed, but all the required program files have been updated at this point and you may close the setup via Task Manager.

How do I manually register Software Assistant?

If you are having firewall problems when trying to register, then you can register Software Assistant manually by following these steps.

Open the registration form by selecting “Start Menu | All Programs | Software Assistant | Register Assistant”.

  1. Tick the modules you wish to register. Do not close this form yet.
  2. On our website, click on the “Clients” button and “Login to user account”.
  3. Select the “My License” option from the navigator.
  4. Expand the + icon under “User Licenses”.
  5. Enter your Computer Name, Computer User and Serial Number in the boxes provided, then click on the green tick to generate an Activation code.
  6. Under the selected module you will now have an Activation code listed. Enter this code into the Activation code box of the registration form to register each module.
  7. Click on the “Configure BDE” button to complete the process.

How do I download Software Assistant’s complete installation, Software Assistant upgrades and Cisco Systems VPN Client?

To download Software Assistant’s complete installation, Software Assistant upgrades, Cisco Systems VPN Client and various other documents:

  1. On our website click on the “Product Logins” tab, and select Software Assistant.
  2. Login with your Username and Password you used to register Software Assistant. If you have forgotten these details, please contact us for assistance.
  3. Click on ‘Update Centre’.
  4. You will be taken to the download page which will list all available downloads.

How do I download updates for Software Assistant?

There are numerous ways of downloading updates for Software Assistant.

  1. When a new update is released, we will send notification emails to all existing clients. The email will contain a download link to the update.
  2. You may use the “Help | Check Updates” function in Software Assistant to check for new updates. If a new update is detected you will be prompted to download the update. Updates downloaded this way will be automatically saved to the Updates folder in Assistant’s Data folder.
  3. You can download updates directly off our website. The latest updates will be listed under the ‘News’ section under Software Assistant Support.
  4. Alternatively click on the ‘Product Logins’ tab in the top right corner of our website, click on Software Assistant, login with your username and password you used to register Software Assistant, click on update centre and download the updates there.
  5. We can also send you our CD copies of the updates as they are released. Please note, however, we will only send CD copies of major updates. Contact us if you wish to update by this method.

When clicking on “Configure BDE”, the form stops responding.

This problem occurs with Windows Vista or Windows 7 when you do not have sufficient access rights to modify the Borland registry key. Follow the steps below to grant full access to the Borland registry keys.

  1. Open the Register Editor by typing regedit in the windows search box. This box is located at the bottom of the Start Menu. Press enter to open the Registry Editor. Alternatively, you may access this by “Start Menu | All Programs | Accessories| Run” and typing in regedit.
  2. Double click on the “HKEY_LOCAL_MACHINE | Software” keys.
  3. Right click on the Borland key and select Permissions.
    * If you are running 64bit Windows, the Borland key will be under “Wow6432Node”.
  4. Click on the Add button and add your username that you log into windows with, click on Check Names and once your name is underlined, press OK.
  5. Select your name from the list and tick Allow for Full control and Read permissions.
  6. Press Apply and OK.
  7. Close the Registry Editor and try to Configure BDE again. If the form still stops responding, please contact us for assistance.

“Assistant’s registry items have been detected in virtual store …” is shown when trying to register.

This message is caused by not having the appropriate access rights, causing the system to write to the VirtualStore location instead. This usually occurs on computers that are running Windows Vista or Windows 7. Follow the steps below to remove the message.

  1. Open the Registry Editor by typing regedit in the windows search box. This box is located at the bottom of the Start Menu. Press enter to open the Register Editor. Alternatively, you may access this by “Start Menu | All Programs | Accessories | Run” and typing in regedit.
  2. Double click on the “HKEY_LOCAL_MACHINE | Software | Software Assistant” keys. If you are running 64bit Windows, the Software Assistant key will be under “Wow6432Node”.
  3. Right click on the Assistant folder and select Permissions.
  4. Click on the Add button and add your username that you login to windows with, click on Check Names and once your name is underlined, press OK.
  5. Select your name from the list and tick Allow for Full control and Read permissions.
  6. Press Apply and OK.
  7. Navigate to “HKEY_CURRENT_USER | Software | Classes | VirtualStore | Machine | Software”.
  8. If a Software Assistant folder exists in the above location, right click on the folder and select Delete.
  9. Close the registry editor and see if the message still appears.

“Assistant’s registry items have been detected in virtual store …” is shown when trying to backup Software Assistant.

This message is caused by not having the appropriate access rights, causing the system to write to the VirtualStore location instead. This usually occurs on computers that are running Windows Vista or Windows 7. Follow the steps below to remove the message.

  1. Check to make sure that your Data folder is not in the Program Files location. You can check your data location by opening the Registration form and looking at the data directory field.
  2. If the data directory is located in Program Files, go to Scenario 1, otherwise go to Scenario 2.

Scenario 1

  1. If the data folder is located in Program Files, open Windows Explorer and navigate to the Software Assistant directory.
  2. Right click on the Data folder and select Cut.
  3. Navigate to “C:\ProgramData\Software Assistant\Assistant” and paste the Data folder into the Assistant folder. If you can’t see the ProgramData folder, then you have to click “Organize | Folder and search options”, then click on the View tab and select “Show hidden files and folders”.
  4. Navigate to the following location, “C:\Users\Username\AppData\Local\VirtualStore”. Check for a ProgramData or Program Files folder and inside look for a Software Assistant folder.
  5. Right click on this folder and select Cut.
  6. Navigate to “C:\ProgramData” and paste the Software Assistant folder there. If prompted to overwrite, select Yes.
  7. Open the registration form and point the data directory to the one in ProgramData.

Scenario 2

  1. Navigate to “C:\Users\Username\AppData\Local\VirtualStore”. Check for a ProgramData or Program Files folder and inside look for a Software Assistant folder.
  2. Right click on this folder and select Cut.
  3. Navigate to “C:\ProgramData” and paste the Software Assistant folder there. If prompted to overwrite, select Yes.
  4. Open the registration form and point the data directory to the one in ProgramData.

How can I de-register Software Assistant?

Follow the steps below to de-register Software Assistant from your computer.

  1. Open the registration form by selecting “Start Menu | All Programs | Software Assistant | Register Assistant”.
  2. Un-tick the modules that you wish to de-register.
  3. A message will appear asking if you would like to de-register the module, click “Yes”.
  4. Click on the “Register | De-register” button.
  5. The registration form will connect to our server and de-register the selected modules from your computer.
  6. You can now register Software Assistant on another computer.

When trying to register Software Assistant, no activation codes appear, or “Cannot find server” is shown.

If no activation codes appear when you click on Register | De-register, check to make sure no firewall programs are blocking the registration form from accessing our server. This is common with CA, Norton, BitDefender, Trend and Avast Anti-virus. Either disable the firewall completely or add an exception to allow “register.exe” to access the internet. Consult your firewall’s manual or software provider for instructions on how to do so.

If you receive a “Cannot find server” error message, check that your Internet connection is active and try again.

If you are still unable to register, you may be able to register the software manually.

“DATA directory is blank or does not contain “Clients.DB file” is shown when trying to Configure BDE.

This error occurs when there is no Clients.DB file in the folder you are trying to link Assistant with. Verify that your data directory is correct. You must have a Clients.DB file in your data directory. If not, you are either pointing to the wrong directory, or you may have a corrupt DB file.

“Network initialization failed: Path not found” is shown when trying to open or upgrade Software Assistant.

Check that the data directory field in the registration form is pointing to the correct location. This location must be the same on all computers if you are sharing your Software Assistant database.

Run the verify and backup data utility and tick the first three boxes before clicking on Proceed. Navigate to your data directory and delete the PDOXUSRS.NET and PDOXUSRS.LCK files.
*Note that all Software Assistant users must have quit the software before you can delete these files.

If the same error still appears, please contact us for assistance.

“Assistant has NOT been registered’ is shown when trying to open Software Assistant.

Software Assistant has not been registered. Please open the Registration form 2013 and follow the below steps to register.

  1. To open the Registration Form, first close down Software Assistant and select “Start Menu | All Programs | Software Assistant | Register Assistant”.
  2. Check that the title bar says “Registration Form 2013”. If the form says 2012 or earlier, then Software Assistant has not been updated, or has failed to update properly. Make sure that Assistant is not running and repeat the upgrade process. Make sure you click on “Upgrade Assistant to 2013” and not “Install Assistant 2013” if you are upgrading from a previous version of Software Assistant.
  3. Make sure you have your username and password in the boxes provided, exactly as they appear in your registration letter. If you have forgotten these details, please call us for assistance.
  4. Tick the checkbox next to the modules that you wish to register. A serial number will be generated for each of the selected modules.
  5. Click on the “Register | De-register” button. The registration form will connect to our server and retrieve the activation codes. If you do not have an active Internet connection, please contact us for these codes. If you do have an active Internet connection and you are not receiving any errors, check that your firewall is disabled and try to repeat the process.
  6. Make sure your Data directory field is pointing to the correct location and click on the “Configure BDE” button. A dialog box will appear confirming that the database has been configured.

“An error occurred while attempting to initialize the Borland Database Engine” is shown when registering.

This error is telling you that you have insufficient security on the machine you are using. You must have administrator privileges for Software Assistant to successfully install and register the software. Please contact your IT Support department so they can authorise you these privileges or log in with an account that has these elevated permissions.

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Database and network

I receive the error “The parameter is incorrect” in the document manager.

This issue is caused by a conflict of computer name with the document management module when using a UNC path for the Software Assistant database. There are two ways to fix this:

  1. Adjust your computer name; C01, C02, C03 will not work correctly. This may also affect other naming conventions.

  2. Rather than using a UNC path (\\computername\assistant database) for the Assistant database, use a mapped drive e.g. T:\Assistant database. This should fix the error.

If you need help configuring a mapped drive, please contact us.

“The directory is being controlled by another .net user” is shown when trying to open Assistant.

This problem can be caused by the computers on the network having a different database path to one another.

  1. Make sure everyone on the network has logged out of Software Assistant.
  2. Go to Assistant’s Data folder, usually “C:\ProgramData\Software Assistant\Assistant\Data”, unless your data is on a network drive.
  3. Locate the following files “PDOXUSRS.NET” and “PROXUSRS.LCK”.
  4. Delete these files.
  5. Select “Start Menu | All Programs | Software Assistant | Register Assistant”.
  6. Check that the data directory is correct in the registration form then click on the “Configure BDE” button.
  7. Repeat the above step on all computers. Make sure all computers have the same data path (the drive letter can be different but the rest of the path to Software Assistant’s data has to be identical on all computers).
  8. Select “Start Menu | All Programs | Software Assistant | Verify and backup data”.
  9. Tick the first three boxes only and click on ‘Proceed.’
  10. Attempt to run Software Assistant on all computers.

Software Assistant’s shared database is not shown on another computer.

The data directory on the second computer is not pointing to the right location. You will need to configure Software Assistant to point to the right location.

  1. Locate the data directory on the first computer, i.e. whether it is on a server or workstation.
  2. If the data directory is located on that computer’s hard-drive, then make sure that the hard drive is shared. If it isn’t shared, open “My Computer”, right click on the drive and select “Sharing”. This may be different for Windows Vista or Windows 7. Right click on the drive and select “Properties”, then click on the “Sharing” tab, and “Advanced Sharing”.
  3. Make sure that the shared drive is mapped on the second computer. To map a network drive:
    • Right click on “My Computer”.
    • Select “Map Network Drive”.
    • Choose a drive letter.
    • Click on the “Finish” button.
  4. Open Assistant on the second computer.
  5. Open the options form and click on the “Directories” tab.
  6. Click on the arrow button next to the data directory field and select the shared path where the data folder is located.
  7. Click on OK and close the Options form. The Assistant login screen will appear.
  8. Enter your username and password and click OK. The client list should be populated with clients from the database.

If the client list is still empty, then check the path for the data directory. The data directory has to be exactly the same on all computers except for the root drive letter. For example, if the data directory on Computer A is “C:\ProgramData\Software Assistant\Assistant\Data”, then the data directory on Computer B must be “X:\ProgramData\Software Assistant\Assistant\Data”, where “X” is the drive letter of the shared drive.

If only the data folder is shared instead of the whole drive:

  1. Check the data directory in the Options form of the first computer.
  2. Is the data directory set to the local path or has the data folder been mapped to a separate drive?
  3. If the data directory is set to the local path then the second computer will not be able to access the data since the data paths will be different.
  4. Either share the entire drive, or map the data folder on the first computer as a separate mapped drive.
  5. If you decide to map the data folder on the first computer, change the data path to the mapped drive in Assistant’s Options.
  6. If you decide to share the entire drive, map the shared drive on the second computer and change the data path to the mapped drive in Software Assistant’s Options on the second computer.

Is Software Assistant compatible with cloud-based sync software such as Dropbox?

We do not recommend users use Dropbox due to the nature of the Software Assistant database. The Software Assistant database will lock files when they are in use and may cause errors and data corruption as Dropbox will try to sync these files.

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ELS

When trying to lodge, I receive the ‘Failed to initialise connection subsystem’ error.

This error is specific to Windows 8 OS and is caused by Windows update KB3023607. Users having this issue should check to see whether this update is installed and are advised to revert to the previous Cisco Systems VPN Client until Microsoft can correct this issue.

I cannot lodge after the Cisco AnyConnect VPN client automatically updated.

The Cisco AnyConnect VPN Client will update itself automatically whenever an update is available. Currently, this breaks the lodgement process as AnyConnect will force itself to run at Windows startup. We have compiled a fix for this, which can be run after the AnyConnect update. If for some reason the attached fix does not work, try the following:

  1. In the Windows Taskbar, locate the Cisco AnyConnect VPN icon (usually running next to the Windows clock).
  2. Double-click on the icon and open the advanced options (cog icon at the bottom left).
  3. Select ‘Preferences’ and make sure ‘Start VPN when AnyConnect is started’ is un-ticked.
  4. Close the window. Right-click on the AnyConnect VPN icon in the taskbar and select ‘Quit’.
  5. For Windows Vista and Windows 7, select Windows Start and type ‘msconfig’ then enter.
  6. Under the ‘Startup’ tab, locate ‘Cisco AnyConnect Secure Mobility Client’ and un-tick the box on the left. Close the window and choose ‘Exit without restart’.
  7. For Windows 8, press CTRL+ALT+DELETE on the keyboard and select ‘Task Manager’.
  8. Select the ‘Startup’ tab. Locate ‘Cisco AnyConnect Secure Mobility Client’ and set this to ‘Disabled’.
  9. Download and apply the latest update for Software Assistant.
  10. Re-try lodgement. If the lodgement still fails, a reboot of the machine may be required.

“VPN return code 14” is displayed after trying to lodge.

This error usually indicates a firewall problem.

  1. Open the Cisco VPN Client software by selecting “Start Menu | All Programs | Cisco System VPN Client | VPN Client”. If you receive a “Subsystem not available” message while trying to open the Cisco VPN Client, go to step 3. Otherwise, go to step 2.
  2. You will see a table of available connection entries. Confirm that your Internet connection is active and double-click on a connection entry. At this point, there are a few scenarios that can occur.

    Scenario 1:

    If the VPN login screen appears, this means that the Cisco VPN Client has access to the Internet.

    • Enter in your ATO access code 1 and ATO access code 2 into the “Username” and “Password” fields respectively. You can copy and paste these from Assistant’s Options window.
    • Click on the OK button. If the login screen disappears and an icon of a closed padlock appears in the bottom right corner of the screen, next to the clock, then this indicates that the connection to the VPN was successful.
    • You will now attempt to connect to the ATO DIS gateway.
    • Select the Start Menu and type “cmd” into the bottom search box then press Enter. If you are on Windows XP, click on “Run” and then type “cmd”.
    • When the DOS window appears, type in one of the following and press Enter:
      If you are lodging to the Melbourne gateway – “telnet 203.202.43.1 7586″
      If you are lodging to the Adelaide gateway – “telnet 203.202.43.2 7586″
      If you are lodging to the Brisbane gateway – “telnet 203.202.43.3 7586″
      If you are lodging to the Sydney gateway – “telnet 203.202.43.4 7586″
    • If the connection attempt is successful, then the ATO logo will appear. Open Software Assistant and attempt to lodge again.
    • If the connection attempt fails and you receive an error message, then the problem is caused by an external factor and not due to Software Assistant. Go to step 5.

    Scenario 2:

    • If the connection is unsuccessful and you receive an error message or the login screen doesn’t appear at all, then you’ll need to configure your firewall to allow both Assistant and Cisco VPN Client software to access the Internet, or disable the firewall altogether.
    • Once you have configured your firewall, go back to step 2.
    • If you are still unable to connect successfully, go to step 4.

  3. The Cisco VPN Client software has failed to install properly. You’ll need to reinstall the VPN software.
  4. If you are still having trouble with accessing the Internet, then uninstalling the firewall temporarily may be the only solution. Uninstall the firewall, get the lodgement working and then reinstall the firewall.
  5. If you are still having problems, call the ATO on 13 72 86 – (FK 35) and advise them that you are having problems trying to connect to the ELS.
  6. If you are getting an invalid password message, then call ATO on 13 72 86 – (FK 31) and request that your password be reset.
  7. Once the password has been reset, enter the new password in the ELS Password field in the Options form and attempt to lodge again.

I’ve lost my ELS lodgement details.

If you have lost your ATO or ASIC ELS settings, it is possible to try and retrieve most of the information.

  1. Click on the ‘Home’ button in Software Assistant, then click on ‘Reports’.
  2. Check the ‘Bulletins or Transmission report’ box.
  3. Click on ‘Select files’.
  4. Change the Files of type dropdown box to ‘Lodgement log’.
  5. Open the most recent entry and scroll through until you find usernames and passwords for the user.

Returns are not shown to be lodged even after setting their status to ‘signed’.

If you have set the return status to signed and it is still not showing up when you click on the ELS button, then the agent reference number in the Options form does not match the agent number in the tax return, or it is missing. Software Assistant will only include tax returns in the lodgement process if their agent reference number matches the one entered in the User section of Software Assistant’s Options.

  1. Open Software Assistant’s Options.
  2. Make sure the agent reference number in the tax return (at the bottom of the ‘consent’ page) matches the one used in Software Assistant’s Options.

“Invalid VPN Access Code 2” is shown when trying to change ELS details.

The VPN Access Code 2 must be 10 characters long and must not contain the following characters: ‘1’ or ‘0’ (zero).

“Invalid ELS User ID” is shown when entering ELS settings.

Make sure that the ELS User ID begins with an ‘A’ and not a ‘D’. D is only for users using a dial IP as their lodgement method. If you have a broadband connection, make sure you have ‘My Internet Service Provider (ISP)’ set as your Lodgement method in Assistant’s ELS options.

“The handle is invalid” is shown when trying to lodge.

The error message “Handle invalid” C:\PDOXUSRS.NET is sometimes shown.
Open the Registration form and click on Configure BDE. If this shows an error, close the Registration form and run BDE Administrator.
Check the Net Dir is the same as the data directory in the registration form.

  1. Close Software Assistant if it is open.
  2. Configure BDE via “Start Menu | All Programs | Software Assistant | Register Assistant”, and if this fails:
  3. Open BDE Administrator via “Start Menu | All Programs | Software Assistant | BDE Administrator”.
  4. Click on the “Configuration” tab.
  5. Double click on “Configuration | Drivers | Native | PARADOX”.
  6. Make sure the “NET DIR” directory is the same as the directory in Register Assistant.
  7. Open Assistant and attempt to lodge.
  8. If you are still experiencing problems lodging, please un-install the Cisco VPN Client, and re-install the latest version, which can be found under the Downloads section of our website.
    Refer to: How do I download Assistant’s complete installation, Assistant upgrades and Cisco Systems VPN Client?
  9. You may also need to allow access to the Borland registry key and then configure BDE.
    Refer to: When clicking on ‘Configure BDE’ the form stops responding..

When connecting with the Cisco VPN Client, error “442 (Failed to enable virtual adapter)” is shown.

This error usually occurs due to a firewall blocking certain Cisco VPN Client components from installing.

  1. Try disabling your firewall and un-install the Cisco Systems VPN Client.
  2. Re-install the Cisco Systems VPN Client with your firewall disabled.
  3. Failing this, please call the dedicated VPN help line on 13 72 86, using FKC 35.

You are unable to lodge after switching from dial-up to broadband or after changing ELS settings.

Your Cisco VPN Client connection entries have been configured for dial-up access. You will need to delete the connection entries from the VPN Client software. The connection entries will be created automatically next time you connect.

  1. Open the Cisco VPN Client software. Select “Start Menu | All Programs | Cisco Systems VPN Client | VPN Client”.
  2. Right click on each connection entry and select “Delete”.
  3. Close the VPN Client.
  4. Open Software Assistant and attempt to lodge.

“Cannot connect. Check your firewall settings” is shown when trying to lodge.

This usually indicates that your firewall software is blocking the Cisco VPN Client from connecting to the Internet. Either disable your firewall, or add an exception for vpnclient.exe and vpngui.exe to allow these through your firewall. You may need to contact your firewall software provider for instructions on how to do this.

This error may also occur when you have set the wrong Lodgement method in Software Assistant’s Options.

  1. Open Software Assistant’s Options and click on the ‘ELS’ tab.
  2. Make sure you have set your Lodgement method to ‘My Internet Service Provider (ISP)’ if you are on broadband or wireless broadband.
  3. Try to lodge again. If you are still experiencing problems lodging, please call us for assistance.

“ELS details not complete” is shown when trying to lodge.

Details for the electronic lodgement are missing or incomplete.

  1. Open Software Assistant’s Options.
  2. Click on the ELS tab and make sure that the ELS details have been completed.

Blue bars loop when attempting to lodge.

Open the Verification and backup utility. Click the first three boxes and nothing else. Click on proceed.

If you are still having this problem, try un-installing, and reinstalling the Cisco Systems VPN Client. You may have an old version of the Cisco VPN Client software. Please contact support for further assistance.

“Cisco VPN Client software not installed” is shown when trying to lodge.

Cisco VPN Client software has not yet been installed. This software is required before you can start lodging returns. To install Cisco VPN Client software, follow the steps below:

  1. Close Software Assistant.
  2. If you have the Assistant CD, put it in your CD drive and wait for the autoplay.
  3. When the installation screen appears, click on “Install Cisco VPN Client” and follow the prompts. You must restart your computer after the installation.
  4. If you do not have an Assistant CD, you may download the Cisco VPN Client off our website.
  5. Click on the ‘Downloads’ link and login to your user account with your username and password you used to register Software Assistant.
  6. Select the Cisco VPN Client from the list. If you have 64bit Windows, you will need the 64bit version of the Cisco VPN Client, otherwise download the 32bit version.

I cannot lodge once upgrading to Windows 8.

The old Cisco Systems VPN Client is no longer supported under Windows 8 by the ATO. Users running Windows 8 should install the new VPN software ‘Cisco Systems AnyConnect v3.1.02026’ (link to https://softassist.com.au/UpdateCentre.aspx), which is fully compatible with Windows 8.

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Miscellaneous

When trying to lodge, I receive the ‘Failed to initialise connection subsystem’ error.

To archive a client:

  1. Select the client from the client list.
  2. Select “File | Archive client”. The archived client will not be shown in the client list unless the client is restored.

To restore a client:

  1. Select the client from the client list.
  2. Select “File | Restore from archive”.
  3. Select the clients in the list you wish to restore, choose to restore all data or selected documents. If you are restoring selected documents, highlight the files you wish to restore in the client’s folder window.
  4. Click on the “Restore” button.

How do I create previous year’s transaction entries in the Ledger?

To create entries for a past financial year in the present year, you’ll need to configure that client’s ledger for a previous year.

  1. Open the Client Details form.
  2. Click on the Ledger tab.
  3. In the “Year ends” field, enter a previous financial year.
  4. Click on the Ledger button. A general ledger will be created for the client with the current period being the year you specified.
  5. To create transactions for a later year, you have to double click on the “Close Year” command.

How do I restore from a backup file?

To fully utilise Software Assistant’s restore facility, you should set the backup feature to backup the database every day. This way you will have a wide range of backups to choose from. Assistant backup files are located in the Backup folder in Assistant’s Data folder.

To restore from a backup:

  1. Select “File |Restore from backup…” to open the Restore data form.
  2. The Restore Data form will list all the backup files available to restore from, sorted from earliest to latest. Select the backup file from the list and click Next.
  3. The Restore Data form will now show contents of the backup file. From here you can choose to earlier restore all data for a particular client or restore only the selected documents.
  4. To restore all data for a client: select the client from the list, mark the “Restore all client data” option and then click on Restore. Repeat this if you wish to restore data for another client.
  5. To restore only the selected document: select the client from the list, then in the Client’s folder window, select the document that you wish to restore, mark the “Restore selected document” option and then click on Restore. Repeat this if you wish to restore another document.
  6. Click on the Close button to exit the Restore Data form.

When printing reports, the date format is incorrect.

This error is related to a Windows bug. To rectify this issue:

  1. Open the Control Panel.
  2. Select Region and Language (or Regional language and settings).
  3. Under “Format” change to any other language.
  4. Apply and press the “OK” button.
  5. Re-open the Region and Language options.
  6. Change the “Format” back to your preferred format.
  7. Re-open the tax form.

“Cannot load driver” is shown when opening the Assistant Diary.

This error is related to your printer drivers. This usually occurs when your printer is using a “Universal Print Driver” rather than the individual driver for your printer. Please download the individual printer driver for your printer from the manufactures website rather than using a Universal Print Driver.

“The file is on another disk” is shown when opening the Letter Editor.

  1. Close Assistant.
  2. Select “Start Menu | All Programs | Accessories | Run” and type regedit or type regedit in the Windows Search box at the bottom of the start menu.
  3. In the Registry Editor, select “Edit | Find”.
  4. In the search box, type in the string “7A64BFE” and click OK.
  5. When the system stops on a registry entry that begins with the above string, delete the entry by right clicking on the entry and selecting “Delete”.
  6. Press F3 to search the registry again, and when the system stops at another entry, verify that the entry begins with the above string and then delete the entry.
  7. Keep doing this until the system cannot find anymore entries beginning with the above string.
  8. Close the Registry Editor after the system has finished searching.
  9. Open Windows Explorer and locate Assistant’s directory. Usually “C:\Program Files\Software Assistant\Assistant”.
  10. Double click on the “RTFEditor.exe” file. This will re-register the Letter Editor. If the Letter Editor does not open properly and you receive the same message as before, then some registry entries are still present. Go back to step 2 and repeat the process.
  11. If the Letter Editor does not open properly, then close the Letter Editor and then attempt to run it in Assistant via the “File | Maintain Templates | Letter Templates” command.

The Assistant Diary will not display.

  1. Close Software Assistant.
  2. Select “Start Menu | All Programs | Accessories | Run” and type regedit or type regedit in the Windows Search box at the bottom of the start menu.
  3. Double click on “HKEY_Current_User | Software | Software Assistant”.
  4. Right click and delete the diary folder.
  5. Close the Registry Editor.
  6. Open Software Assistant and try to re-open the diary.

How is Software Assistant’s layout reset?

  1. Click on the “View” tab in Assistant.
  2. Select the “Default layout” option.

How is a client activated or deactivated?

To deactivate a client:

  1. Select the client from the client list.
  2. Select “File | Deactivate client”. The deactivated client will not be shown in the client list unless the “Active” filter is disabled.

To activate an inactive client:

  1. Remove the tick from the “Active” filter on the left-hand navigation bar.
  2. Find the inactive client from the list. Inactive clients are indicated by their pale colour.
  3. Select “File | Activate client”. This command will only be available when an inactive client is selected.

The Software Assistant Diary keeps popping up on the screen.

  1. Click on the “Options” button in Software Assistant.
  2. Select the “Other” tab.
  3. Change the “Reminders for appointments” to “0”.

How is the Software Assistant database transferred between computers?

There are a few ways of doing this. The easiest way would be to copy and paste the entire data folder from the current computer to the same location on the new computer. Alternatively, you can also mark and export the clients and then import them into the new computer.

*Note: Copying the data folder will also copy the backups and ELS files. Exporting/Importing will only copy the clients and their documents.

To copy the data folder:

  1. Locate the data folder on the current computer. The default path is “C:\ProgramData\Software Assistant\Assistant\Data”.
  2. Connect a USB flash drive.
  3. Right click on the data folder and select “Copy”.
  4. Navigate to the flash drive, right click and select “Paste”.
  5. Insert the flash drive into the new computer.
  6. Copy the data folder from the USB flash drive to Assistant’s existing data folder on the new computer. Click “Yes” when asked to overwrite the existing folder.

To transfer the clients using export/import:

  1. Right click on the client list and select “Mark/Unmark clients …” option.
  2. Click on mark “All clients” and click “Execute”.
  3. Select “File | Export data | Marked clients”.
  4. Save the zip file to a USB flash drive.
  5. Connect the flash drive to the new computer.
  6. In Assistant, select “File | Import data | Import exported clients”.
  7. Locate the zip file that you saved onto the USB drive, and click “Open”.
  8. The clients will be automatically transferred into the client list.

“Invalid Password” is shown when trying to login to Software Assistant.

Your login password is incorrect. Login passwords are case sensitive.

  1. Make sure CAPS LOCK is not turned on.
  2. Check that the password is spelt correctly and is the correct case.
  3. If the password still doesn’t work, then use the master password – “TryMe”.
  4. Once you have access, click on the “Options” button, select the “User” tab and change your password.

Certain files do not exist, e.g. “events.db, events.mb, events.px.” when trying to open or backup Assistant.

The files displayed are missing from Software Assistant’s data folder. Restore the missing files.p>

  1. Open Windows Explorer and locate Assistant’s data folder and confirm that the files are missing.
  2. Open the _Backups folder in the data folder and open the latest backup zip file. Backup files are named using the date that they were created.
  3. Find the missing files in the backup file. If the missing files are not present, then choose an earlier backup until you find one that contains all missing files.
  4. When you have located a backup containing the files, extract the files and copy them to the data folder in Software Assistant’s directory.

This method can be used to restore any other missing files from Software Assistant’s data folder.

*Note: When restoring missing files from a backup, you must restore all three types of a file, mb, db and px. Otherwise you will have index errors from having files from different dates.

“Invalid date format” is shown when opening a return.

This error is related to a Windows bug. To rectify this issue:

  1. Open the Control Panel.
  2. Select Region and Language (or regional language and settings).
  3. Under “Format” change to any other language.
  4. Apply and press the “OK” button.
  5. Re-open the Region and Language options.
  6. Change language back to “English (Australia)”.
  7. Change the short date format to ‘dd/mm/yyyy’.
  8. Re-open the tax form.

When trying to print a report, you receive the “1722 rpc server unavailable” error.

This error is caused by your Firewall blocking access from Software Assistant to print. You must allow Assistant.exe permission through your Firewall or add this executable to your firewalls trusted list. es displayed are missing from Software Assistant’s Data folder. Restore the missing files.

I cannot get my company logo to show in Letter Templates.

To insert your company logo into a letter template:

  1. Preview and scale the image.
  2. Press the “Print Screen” button.
  3. Open paintbrush by clicking on windows START button and typing “pbrush” and .
  4. Select “Edit | Paste” to paste the image into paintbrush.
  5. From paintbrush, select the image and select “Edit | Copy”.
  6. Place your mouse cursor in the place where you wish to insert the image (it should not be the very first line on the template; insert a blank line with before you insert your logo).
  7. Press “Shift-Insert” or “CTRL+V” to paste the image.

How do I uninstall Software Assistant?

In order to uninstall Software Assistant, please follow these steps:

  1. Open the Start Menu.
  2. Click on ‘All Programs’ and click the folder where you installed Software Assistant. The default folder is named ‘Software Assistant’.
  3. Click on ‘Uninstall Assistant’ and follow the instructions.

After the process is complete, Software Assistant will be deleted from your computer.

Where can I find the Software Assistant End User Licence Agreement?

The Software Assistant End User Licence Agreement can be found here.

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