Download Using PropertyFlow: Troubleshooting

 Usin
ng P
PropertyyFlow
w: Trou
uble
eshoo
otingg Using PropertyFlo
ow – Troubleshooting CON
NTENTS Intro
oduction ....................................................................................................................... 3 Main error messsages .......................................................................................................... 3 Forggotten your Password .................................................................................................... 6 Forggotten your User ID ....................................................................................................... 7 Web
b browsers .................................................................................................................... 7 Indeex ............................................................................................................................... 10 Page 2 Guid
de to Using Pro
opertyFlow Inttroduc tion
Conffirmation meessages or so
ometimes errror message
es display insside dialoguee box//message bu
ubble or as re
ed text. Maiin error messages
m
The following table gives a d
description oof the main error messages, the probaable cause and what you neeed to do. If you complette the “What you need to do” and yoou still have a problem, pleasse call the Ya
arra Valley W
Water Custom
mer Contact Centre on 033 9872 2527 . Messaage
displayy
Invalid
d Username or Passw
word Where/ Wheen
Probaable cause
What
W you neeed to do
Log in You m
may have made a mista ke typing your User IID and/or yo
our Passw
word. Try again. T
Iff you have foorgotten you
ur details pleasee call Yarra 03‐9872 252
Valley Water V
27 You cllicked on Logg In beforee you entere
ed your U
User ID and Passw
word. Page EExpired Anytime The P ropertyFlow
w appliccation has be
een inactivvate for approx 30 minuttes Click the OK b
C
button. You a
are re
eturned to thhe PropertyFlow
P
w Log in Postco
ode must b
be entereed Step 1 You cllicked on Fin
nd beforee you entere
ed a postcoode. Check that yo
C
ou have entered all thhe mandatorry You cllicked on Ste
ep 2 beforee entering a postcoode Enter the posstcode. If you
u are uncertainn then enter 3000 You d id not click o
on and selectt a property beforee you clicked
d on Step 22 Use the mous
U
se to click on
n and select thee property you want to view w
Pleasee select a row from the table beforee the Choosse Reporrts button
n Step 1 Page 3 Using PropertyFlo
ow – Troubleshooting Messaage
displayy
Where/ Wheen
Probaable cause
What
W you neeed to do
Selectt a product to contin
nue Step 2 You cllicked “Step 3: Compplete Transacction and D
Delivery Detaails” beforee you had ad
dded the prroducts to yo
our shoppping cart by clickinng Add to Shoppping Cart Check your pr
C
roduct WIS a
and PSP selection
P
ns (if one wass available), annd confirm th
hat’s what yoou want. The
en click Add to SShopping Cart. The shopping
T
g cart will now display the coost of the products you
p
’ve selected Curren
ntly the statuss is INPRO
OCESS. You caan view the Transaaction only after the statuss is COMP
PLETE or ERROR
R or NOMA
ATCH Transaction
n history Attem
mpting to view a transaaction before
e the system
m had completed its sysstem checks
Wait until the
W
e status chan
nge Click the Sear
C
rch/ Refresh
h button to ma
b
ake sure the trransactions rresults are current Pleasee select a row from the table beforee the Choosse Reporrts button
n Step 1 You d id not click o
on and selectt a property beforee you clicked
d on Step 22 Use the mous
U
se to click on
n and select thee property you want to view w
RSS daate canno
ot be less than the curren
nt date Step 2 or Transaction
n order detaiils report The reequest date entereed has passe
ed Enter a requeest date that is either the currrent or a fu
uture date You haave not entereed a Rates Settlement Statem
ment request date. Step 2 or n Transaction
order detaiils report ntered A datee was not en
for PrropertyFlow to generrate an RSS Iff you want a n RSS sent on a particular dat
p
te, click Yes a
and enter the datte Iff you don’t w
want an RSS, click No Page 4 Using PropertyFlo
ow – Troubleshooting Messaage
displayy
Where/ Wheen
Probaable cause
What
W you neeed to do
System
m curren
ntly unablee to compllete your transaaction, pleasee try again later Transaction
n history The syystem is currrently unavaailable Log out, and rreturn to the
e syystem after aa period of tiime. Variou
us messaages – Red m
message text ap
ppears in the top left hand ccorner Transaction
n history report details screen This m
may occur if tthere is an iissue with on
ne of the syystems that suppliies information to the PrropertyFlow appliccation. Contact a Cus
C
stomer Serviice Consultant on
C
n 9872 2527. e the matterr They will raise
T
with an IT sys
w
stem expert. When the Cu
W
stomer Service told that the
Consultant is C
e support systeem is up and running smooothly, they w
will re
eview the traansaction an
nd ‘R
Resubmit’ yoour request ffor you. Please note t
P
that charges are in
ncurred onlyy after the in
nformation yyou requeste
ed iss sent to youu. 0 prop
perties found for: Service location id #### Step 1 Iff further searrch attemptss do not displayy the require
ed . de
etails entered
d may property, Yar
p
rra Valley Wa
ater noot be correctt. Please will follow up
w
p the matter for chheck the prop
perty you within 3 w
working days. deetails and rettry Please help u
P
us by . is not yet regisstered . scrolling d
down the page wiith Yarra Valley and in thee Commentss W
Water field, add details such as the propeerty owner’s . is outside Yarrra Valley name andd if possible tthe W
Water’s servicce area. Lot and pllan numberss Cl ick on the “V
View Valley m ap of Yarra V
. continue tthrough the 4 W
Water boundaaries” Step proc ess and choo
ose linnk to see if th
he the propeerty informattion prroperty is witthin items youu want and re
ecord Yaarra Valley W
Water’s the email address whe
ere reegion you want the reports to be delivered.. The p roperty: Page 5 Using PropertyFlo
ow – Troubleshooting Forrgotten yo
our Passw
word
If yo
ou have forrgotten you
ur password
d: 1. At the Prop
pertyFlow logg in page, clicck the Forgo
otten your Pa
assword linkk. The Reset P
Password scrreen is now aavailable for you to enterr your User I D and send Water to resset your passsword. (Submit) a m
message to Y
Yarra Valley W
2. Enter your User ID in th
he User ID fieeld and click the Submit button. ails a temporrary passworrd to the ema
ail address yyou supplied Yarra Valleyy Water ema
when you sset up your P
PropertyFlow
w account. 3. Go to your email. You w
will find a meessage similaar to the one below: Hi <User ID> w password ha
as been genera
rated. Use thiss password to login to the YYVW Your new
Propertyfflow applicatiion. For securiity purposes, p
please change
e your passwoord on first login. New Passsword = <3xx..Xx5…..> YVW Tea
am To rreset your p
password: 1. Return to the PropertyFFlow log in ppage. mporary passsword you re
eceived in th e email. 2. Enter your User ID and the new tem
e you type th e exact passsword. Take care to make sure
The Changee Password sscreen displaays and you ccan change the passwordd to one you prefer. Page 6 Using PropertyFlo
ow – Troubleshooting For optimall password security, Yarrra Valley Watter recomme
ends that yo u use: 
at least 8 characte
ers 
a mixtture of letterrs and numbbers 
at least one Capita
al letter (ofteen the first le
etter). 3. In the New
w Password fiield, enter yoour preferred password.
he same passsword in the Confirm Passsword field. 4. Re‐enter th
5. Click Submit. word is now reset, and thee PropertyFlow system iss available foor you to Your passw
use. Forrgotten yo
our User ID
D
If yo
ou have forrgotten you
ur User ID:
1. Locate your Yarra Valley Water accoount and find your 10 dig
git account nnumber; it’s in the top rright hand co
orner of the aaccount. ater Custom er Contact C
Centre on 03 9872 2527. 2. Call the Yarrra Valley Wa
A Customerr Service Con
nsultatnt willl ask you forr your account number too verify yourr identity and
d then confirrm your ProppertyFlow acccount User ID. We
eb browserrs
The Yarra Valleyy Water Prop
pertyFlow ap plication sup
pports all verrsions of Inteernet 8 Explorer and abo
ove. In some
e cases whenn using Chrom
me, Firefox, Safari and Innternet 7 the
e screeen layout may appear a little distorteed, howeverr, the system
m will still del iver the funcctions you neeed to reque
est, view andd download p
property reports. Page 7 Using PropertyFlo
ow – Troubleshooting B
Browser
Downl oad latest veersion from
Fireffox (Mozilla)) http:///www.mozilla.com er Internet Explore
http:///www.micro
osoft.com/do
ownload/en//default.aspxx ome (Google
e) Chro
http:///www.google.com/chrom
me/ Safaari (Apple) http:///www.apple
e.com/safari// If yo
ou choose Intternet Explorer, you neeed to make a very small adjustment too the com
mpatibility setttings; this change will noot affect you
ur ability to u
use the interrnet. To aadjust the Internet Exp
plorer comp
patibility se
etting 1. Click on thee Tools butto
on in the ribbbon. The Tools m
menu displayys. mpatibility View Settings from the Tools menu. 2. Select Com
The Compatibility View Settings dia logue box displays. Page 8 Using PropertyFlo
ow – Troubleshooting 3. Deselect (untick) each o
of the three check boxess. 4. Click the Close button. You’re read
dy to begin using the Pro pertyFlow syystem. Page 9 Guid
de to Using Pro
opertyFlow Ind
dex
Interrnet Ap
pple Safari ............................................................................................................................................... 8 Firrefox ........................................................................................................................................................ 8 Go
oogle Chromee .......................................................................................................................................... 8 Internet Explorer ....................................................................................................................................... 8 Internet Explorer compatibility setting .................................................................................................... 8 W
Web browsers............................................................................................................................................ 7 Password hange/Reset ............................................................................................................................................ 6 Ch
Fo
orgotten ................................................................................................................................................... 6 Seecurity ...................................................................................................................................................... 7 Page 10