Hang on.. help is at hand!
It's an I.T. jungle out there. So to help, we've collated a few of the most common issues and their potential solutions.
In addition, we have a 'Services Status Page' that will be updated to reflect the status of Trader Dealer services during planned and unplanned outages.
It's a good idea to add this site to your favourites/bookmarks so you can get immediate information if things are not quite as you expected!
Now, this page covers the following:
If your query isn't covered here, we'd suggest checking our comprehensive list of Frequently Asked Questions, or calling us on 1300 853 856.
1. I don’t know my User ID or password
Your login is your account number. You may have a number of accounts with Trader Dealer, but it will only be one of these. Can’t remember your password or your account number? Contact the helpdesk on 1300 853 856 and a new one will be provided to you.
2. I know my User ID and password are correct but the site won’t accept them
Check that the Caps Lock key on your keyboard is not on. This will cause your password to be entered as upper-case. If it still does not work, call us to have your password reset.
3. I need help with the functionality of Trader Dealer including how to buy and sell online
A comprehensive help guide is available within WebIRESS. You can reach this by selecting the Help menu located at the top of the WebIRESS screen or you can open the Help guide here: http://web.iress.com.au/help.
4. How do I clear my browser cache?
To clear your cache in Internet Explorer 6:
- Log out of your account and close all other open browser windows.
- Click the 'Tools' menu at the top of your browser, and select 'Internet Options'.
- Click the 'General' tab at the top of the dialogue box.
- Click 'Delete Files' under 'Temporary Internet Files'.
- Select 'Delete all offline content' by checking the box.
- Click 'OK'.
To clear your cache in Internet Explorer 7:
- Log out of your account and close all other open browser windows.
- Click the 'Tools' menu, and select 'Delete Browsing History...'.
- Click 'Delete Files' under 'Temporary Internet Files'.
- Click 'Delete Cookies'.
- Click 'OK'.
To clear your cache in Mozilla Firefox:
- Log out of your account and close all other open browser windows.
- Click the 'Tools' menu at the top of your browser, and select 'Clear Private Data...'
- Select the 'Cookies' and 'Cache' checkboxes.
- Click 'Clear Private Data Now'.
To clear your cache in Safari:
- Log out of your account and close all other open browser windows.
- Open the 'Safari' menu on your browser's toolbar.
- Select 'Empty Cache'.
- Click 'Empty' in the dialogue box.
5. I can access Trader Dealer from one computer but not another
If you are unable to login from work, for example, this may be because it has a secure internal network called a "firewall". A firewall keeps a network secure but it can also prevent you from accessing certain information because it does not allow for secure web sessions. Also check that you have cleared your cache. You can read more about WebIRESS and Firewalls here http://web.iress.com.au/info/SecurityInfo.htm.
6. What browser should I use?
You can use any modern browser that supports Java. Make sure that you are using the most current version of your browser available. This will make the most of your time on our site and online generally.
To get the latest version of Firefox go to:
http://www.getfirefox.com
To get the latest version of Internet Explorer go to:
http://www.microsoft.com/ie
This site will also display correctly in Apple's Safari browser, however support for this browser is not guaranteed from our third party suppliers.
7. Technical Requirements for Trader Dealer
Information on the computer and communications setup required to run WebIRESS: http://web.iress.com.au/info/requirements.htm
Information regarding connection to WebIRESS if you sit behind a corporate firewall: http://web.iress.com.au/info/securityinfo.htm
If you’re having trouble connecting through to WebIRESS: http://web.iress.com.au/info/troubleshooting.htm
