Please note
Answers to a range of commonly asked questions about Landonline can be found by following these links:
- Connecting to Landonline FAQs and Tips
- Common Landonline error messages and connection issues
- Firewalls and proxy servers – configuration tips
- Printing, using the spatial window and viewing images FAQs and tips
- How to change your screen display settings
- Software downloads and installation instructions
- Digital Certificate download and installation instructions
Other problems?
If you are experiencing a problem not covered by the above information, please follow the self-checks outlined below.
1. Check whether you can connect to the Internet
- Can you get on to different websites?
- Can you still see the website when you click "refresh" in your web browser?
If so, it is almost certain that you are able to connect to the Internet.
If not, it is likely that a problem with your computer, your connection to your Internet service provider (ISP), or your ISP itself is stopping you from connecting to the Internet.
Action:
If you cannot connect to the Internet, please contact your IT support staff or service provider and/or your ISP.
2. Test whether your Internet connection is slow
- Test your connection speed. The speed test at www.consumerspeedtest.org.nz can give you a general idea of your download (ISP to you) and upload (you to ISP) speeds.
- As a point of comparison, the fastest dial-up (i.e., non-broadband) modems have a maximum download speed of 56 Kbps (kilobytes per second) and a maximum upload speed of 33.6 Kbps.
- The maximum upload speed for most broadband connections in New Zealand is 128 Kbps. Download speeds on broadband are typically much faster, but with greater variability.
If your connection speed starts to approach the slowness of dial-up speeds, it is likely that Landonline will seem slow.
Action:
If your connection speed is slow, contact your IT support staff or service provider and/or your ISP.
3. Collect detailed information and call Customer Support
If your problem does not appear to be the result of a general Internet connection problem, we may be able to help.
Collect detailed answers to the questions below then call Customer Support on 0800 ONLINE (0800 665 463) and select option 4.
- When did the problem occur?
- What were you not able to do satisfactorily? What did the problem stop you from doing?
- What was the transaction ID? If you were completing an e-survey or e-dealing, what is the plan/dealing number?
- Was there an error message? If so, what was the error code and sub-code?
- Is Landonline running slow in all areas you are using? Or just a particular part?
- What is the Landonline module number? You will find this in the title bar.
- Has this happened before?
- How long has the problem been occurring?
