The following are a list of common problems found when accessing the Commonwealth Securities site and their possible solutions.


If the above do not answer your questions, please proceed to the next section.


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 All Password and Account number queries 

CommSec cannot sort out password queries via email due to security reasons.

For all password and account number queries, please call 13 15 19 and our Client Service Operators will be able to either reset your password or tell you your account number.

Alternatively to reset your password, you can send us a signed letter or fax stating:
* the account number
* the name on the account
* the account holder's signatures
* the desired password (Note: Your password must be a 5 digit numerical number to be accepted).

Please print the password in clear obvious characters to avoid any confusion.

Password updates usually take 24 hours to become effective.

The postal address is:

Commonwealth Securities
Locked Bag 22
Australia Square
NSW 1215

The fax number is:

61 2 9312 4100


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 New Menu Structures 

The following are instructions for clearing the Temporary Internet Files or Cache in your browser.

This should allow your browser to download the latest files from the CommSec web site.

Internet Explorer
1. Select the View Menu (version 4), or Tools menu (version 5 and up) of Internet Explorer.

2. Select Internet Options.

3. Find the Temporary Internet Files section.

4. Then choose the Delete Files button.

Netscape
Netscape users will need to follow the steps below:-

1. From the browser menu select Edit.

2. Select Preferences.

3. Double click on Advanced. Select Cache.

4. Click on the Clear Memory Cache and Clear Disk Cache buttons.

5. Where it says "Document in cache is compared to document on network" select Everytime.

This will have cleared the local Temporary Internet Files in Internet Explorer or Netscape and you should now receive updated data.



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 Watchlists Problem - showing old Data 

Some clients may have experienced problems refreshing their watchlists when using Internet Explorer.

To obtain the latest market prices in your watchlist, please follow the steps below:

1. Select the View Menu (version 4), or Tools menu (version 5 and up) of Internet Explorer.

2. Select Internet Options.

3. Find the Temporary Internet Files section.

4. Then choose the Delete Files button.

Netscape users will need to follow the steps below:-

1. From the browser menu select Edit.

2. Select Preferences.

3. Double click on Advanced. Select Cache.

4. Click on the Clear Memory Cache and Clear Disk Cache buttons.

5. Where it says "Document in cache is compared to document on network" select Everytime.

This will have cleared the local Temporary Internet Files in Internet Explorer or Netscape and you should now receive updated data.


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 Prices or Information not updating 

Problem:
Information such as single share prices, market depth, watchlists, graphs or company profiles not updating.

Cause:
When using the Internet, your browser saves some of the information it downloads onto your disk drive. Sometimes when you access a site, instead of checking for updated information your browser may load information it saved on a previous visit to the page. Hence some information you see may be out of date.

Solution:
Firstly, if using a PC, try right clicking with your mouse on the information that hasn't updated and select Reload or Refresh from the menu. This should force the browser to update the information.

Follow these instructions to clear outdated information from your disk

(To ensure you don't receive stale information in the future, please ensure you adjust your settings per Step 2)

Step 1

Internet Explorer:
Select the View (version 4), or Tools menu (version 5 and up),

Select Internet Options,

Find the Temporary Internet Files section,

then choose Delete Files.

This will have cleared the local Temporary Internet Files in Internet Explorer.



Netscape:
Select the Edit menu,

select Preferences menu,

double click on Advanced option at the bottom of the left hand 'tree',

select Cache from the new branch,

select the button Clear Disk Cache,

then the option Clear Memory Cache.

This will have cleared the local cache for Netscape.

Step 2

Step 2 configures you browser to compare what is in the Cache or Temporary Internet Files to what is on the server everytime. Since the information in the Cache or Temporary Internet Files is older then what is on the server, the browser should retrieve the latest information from the site.

Internet Explorer:
Select the View (version 4), or Tools menu (version 5x and up),

select Internet Options.

Within the Temporary Internet Files area,

select Settings

then Every visit to the page.

Netscape
Select the Edit menu,

select Preferences.

double click on Advanced on the left hand tree,

select Cache from the new branch.

You need to ensure that the option titled
Document in cache is compared to document on network:

is set to Every time.


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 The security certificate has expired or is not yet valid 

Description:
When first opening the CommSec Hompage, you receive a message that the security certificate has expired or is not yet valid.

Solution:
Firstly, check to see if the date on your computer is set correctly.

If you are using Internet Explorer 5, we recommend upgrading to Internet Explorer Service Pack 2 or Internet Explorer 5.5 for best results.

These contain updates which correct this problem with earlier versions of Internet Explorer.

Click Here to upgrade Microsoft Internet Explorer


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 Blank screen when placing orders  

Description:
You enter all the necessary information to submit an order and a blank buy page appears after clicking the Proceed button on the orders page

Solution:

The blank buy page problem is caused due to particular proxy settings configured in the browser.

This configuration is usually set up by any setup utilities your Internet Service Provider (ISP) supplies or it is manually entered based on information from the ISP.

Internet Explorer
From the Tools menu (Internet Explorer version 5.0 or higher), or View menu (Internet Explorer version 4.0),

Select Internet Options.

Select the Connections tab.

Under the Dial-up Settings frame, select the Settings.. button.

Select the Advanced button under the Proxy Settings frame.

Unselect the option Use the same proxy server for all protocols.

All of the 'Server types' should be available now.

* At this stage you might like to write down any notes just in case there are unexpected problems.

Make the line labelled Secure empty along with the corresponding Port.

Now select the Ok button till you're out of all Internet Options menus.

Try logging in to the CommSec site and placing your order. You now should expect to see a confirmation screen after hitting the Proceed button.

Netscape
Select the Edit menu.

Select Preferences option.

Double click on the Advanced branch so that you can see the options Cache and Proxies.

Select the Proxies branch.

It is assumed that Manual proxy configuration is the option selected.

Select the View button.

You might like to write down any changes you're about to make here.

Make the line labelled empty and the corresponding Port 0.

Now select the Ok button till you're out of all Prefences menus.

Try logging in to the CommSec site and placing your order. You now should expect to see a confirmation screen after hitting the Proceed button.

Exceptions
The changes outlined may not work in all configurations, particularly setups where there is automatic configuration from your ISP.

You may like to contact your ISP and ensure that you have the correct settings for a Secure web site.

If you're still having issues placing orders, please send an email to techsupport@commsec.com.au. Please quote your account number and a detailed description of your current proxy configuration, (just list all the options have have been mentioned throughout this item) along with your browser version and the name of your ISP.


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 Stocks in Watchlist appearing as Invalid  

Description:

If there is an invalid stock in your watchlist ( ie, a stock has had a name change or suspended).
It may cause another stock which is currently trading to be flagged as Invalid.

Solution:

By removing stocks from your watchlists that are no longer trading (for example, TLSCB), no invalid stocks should appear.


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  Browser saying CommSec is an unsecured Website 

Problem:
Why after entering my account number and password am I taken to an insecure site?

Explanation:
You can tell whether a page is secure or not by the little padlock in your browser being closed or open.

The CommSec website is broken up into frames, which allows the left hand menu to always be visible whilst you navigate the site. The menu section will always be 'unsecure', hence the padlock symbol will always be open. Since there are no sensitive details being transmitted, there is no need for the left hand menu to be secure.

However when you enter your account number and password the entire page is secure. Hence you see the padlock being complete in the status bar of your browser.

Similarly when you're placing an order, you will notice a padlock symbol displayed within the page itself as opposed to the browser status bar. This means that this particular section of the site is also secure.

The aim of this is to speed up transfers between the site. All secure connections are refreshed every transfer hence if redundant parts were made secure, it would slow down the transfer.
 
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