Standards Online Support: FAQ and Technical Help

This could be because of one or more of these:

• Your TAFE NSW username or password is incorrect, or expired.
  • To test if it is working, use it to access another TAFE NSW product such as the TAFE NSW portal, or log in on a TAFE NSW Library computer. If you can log in there, it is not an issue with your TAFE NSW username or password. 
• Your device does not have both the FileOpen plugin and a PDF reader (e.g. Adobe Acrobat Pro or Adobe Acrobat Reader)  installed
  • Install a PDF reader, like Adobe Acrobat Reader
  • Install the FileOpen plug-in
• You have an android device
  • see our FAQ "Why am I seeing a blank file?
• The Standard is opening in a Browser window and not in the PDF reader (for e.g. Adobe Acrobat).
  • See our FAQ " Why am I seeing an error message when I click on the Download button for my Standard? "
• You are using a link sent to you - perhaps by your teacher or classmate.
  • You will first need to log in to Standards Online via TAFE NSW
  • Then only should you click the link you have been given

It could be that:

• you are entering the wrong Australian Standard number.
  • Instead, you could use keywords from the name of the standard to search, or double check the number you are using.
• you are entering the wrong Australian Standard name.
  • Instead, use the Australian Standard number, or keywords from the name, to search.
• it is not an Australian Standard even though it has AS in front of the document name.
  • Some publishers who are endorsed or affiliated with Standards Australia are not published by Standards Australia.

If you cannot find an Australian Standard you need, please contact your local TAFE NSW Library.

The link has taken you to the wrong log in page. To fix this:

• You will first need to log in to Standards Online via TAFE NSW
• Then click the link you have been given

Or you may be using an old link from our previous provider of Australian Standards. If the link is from our current provider, it should contain techstreet.com in the link address.

It could be one of these:

• You haven't installed the FileOpen plug-in. A downloaded Standard will only open in your PDF viewer (e.g. Adobe Acrobat Reader or Adobe Acrobat Pro) if the FileOpen plug-in has also been installed. 
  • See our FAQ for "How do I know if the FileOpen plug-in is installed?"
• The software is trying to open the PDF document with the browser (example Chrome, Microsoft Edge, Firefox), but it needs to be set to open with the PDF viewing software (e.g. Adobe Acrobat Reader or Adobe Acrobat Pro).
  • See our Browser Error Messages box on this page

The software is trying to open the PDF document with the browser (example Chrome, Microsoft Edge, Firefox), but it needs to be set to open the PDF document with the PDF viewer (example Adobe Acrobat Reader or Adobe Acrobat Pro).

For a quick workaround, or a more permanent fix, go to the Browser Error Messages box on this page for instructions

• If you do not know or have forgotten your password, contact your local campus Student Administration Office or call 131 601.
• Library staff may also be able to reset your password. After asking you a number of security questions, they can give you a temporary password that you need to reset as soon as possible.

Try to access Standards Online with a new incognito window if using Chrome (Ctrl+shift+N) or an InPrivate if using Edge (Ctrl+Shift+P). This will remove or ignore any cached or saved browser settings.

It could be that you have not downloaded the FileOpen plug-in from the app store. If you have done that, and you have an Android, then it could be that the FileOpen plug-in is in Beta (trial test mode) on Android. In that case, to display the PDF file on your device:

• Tap on the PDF file you wish to open
• tap the upload icon
• tap the More button (to view the "Open in..." menu)
• tap Copy to FileOpen. You may have to tap the More... icon to find the FileOpen App
• before you can open the document, you will be prompted to enter your TAFE NSW username and password, if you haven't already done so.

This should allow the PDF to display properly when you open it.

It could be that:

• the paper size on the printer is set to letter. It should be set to A4. 
  • Go to printer preferences
  • Set paper size to A4
  • Also, set Print as original size to A4
  • Press Apply 
• you, or the commercial printing service you are using, do not have the correct plug-ins and apps installed.
  • You or your printing service will need both the File-Open plug-in and a PDF reader (e.g. Adobe Acrobat Reader) installed before you begin. The ITSA Standards Printing service based at Illawarra TAFE does, and can post your Standard to you. Also, all TAFE NSW libraries computers do, so you are able to print from there.
• your document is very large
  • It can take a few minutes rather than seconds to send it through to the printer from your device. Don't close your PDF reader (e.g. Adobe Acrobat) before your document appears at the printer. This could cause only part of your document to print. If using a TAFE NSW printer, swipe your TAFECard at the printer to check the document is listed under your account before closing your PDF reader.
• you are using your own device and trying to print to a TAFE NSW multifunction printer
  • You will need to make sure you are following our BYOD printing instructions correctly

If you are still having trouble printing large documents from a TAFE NSW printer, staff can log a help desk call on your behalf.

On a TAFE NSW device:

• If not already part of the build, TAFE NSW staff can install the FileOpen plug-in from the Software Centre
• On student computers, TAFE NSW staff will need to log in with a staff profile to do this.

On a personal device:

Install the free FileOpen plug-in

• You can check on the Standards Online home page via Tools, on the bottom left, whether FileOpen is installed.
• You can also check from within Adobe Acrobat Reader or Adobe Acrobat Pro whether FileOpen is installed.
• - For Adobe Acrobat Pro versions prior to 2020.012.20041 and Adobe Acrobat Reader versions prior to 2020.013.20064 :
  • Open Adobe Acrobat
  • click on Help
  • from the Help menu, click on About Third Party Plug-Ins
  • FileOpen Client should display
  - For Adobe Acrobat Pro version 2020.012.20041 and Adobe Acrobat Reader version 2020.013.20064 :
  • Open Adobe Acrobat
  • click on Help
  • from the Help menu, click on About Third Party Plug-Ins
  • if About Third Party Plug-ins does not appear, you do not have FileOpen plug-in installed. (Or you installed the FileOpen plug-in before you installed this version of Adobe Acrobat software.)