Issue | Possible Solutions |
|---|
First things to try if Pathfinder is behaving strangely | If you have any difficulties with Pathfinder, the first things to try are the following: |
| When you try to solve, you get a message that says 'Solve failed due to some problem. Please contact Optimo at support@optimofinancial.com.au.' | First, try clicking 'Start solve' again. If it doesn't work after three attempts, then: - Go to 'Current situation > Personal details', then for each individual, check the fields in the 'Unused concessional contributions cap' section. They should be less than or equal to $25,000. For more information, see How to include or exclude the unused concessional cap carry forward rule.
- At the Results > Solve, check the 'Step 1: Check errors and warnings in your input data' and see if there's anything else you can correct.
- Contact Optimo Financial - often there is an issue with the data entry, but no helpful messages are given, so the support team can help you pinpoint the issue if nothing stands out for needing correction.
|
| You get a page that says 'Oops: Sorry! Something went wrong!' | The mots likely cause is you have Pathfinder open in more than one browser window. For more details, see Recovering from an 'Oops: Sorry! Something went wrong!' error message |
You can't edit or add data in the Pathfinder form or you cannot see any Add, Delete or copy buttons | Go to the home page, find the case in the list and check the Status column: - If the status is 'New', 'Waiting for resubmit' or 'Waiting for major resubmit', then try opening the case with the Edit case button (you may have previously opened it with the View case button which does not allow you to edit it).
- If the status is not 'New', 'Waiting for resubmit' or 'Waiting for major resubmit', then you have submitted the case to the Optimo Financial SDS and you can no longer edit the case. If you need to do so, please contact Optimo Financial.
|
When you try to do something, an Error message pops up that says ‘Error’ | - Your Login may have timed out. Try logging out and then logging back in again.
|
You can’t Submit the case to the SDS service. | - Make sure that you have no errors left in the case. Go to the Results step (top menu) and choose the Solve sub-step and check the Validate your input data section. (for more information, see Results step).
- Make sure you have answered all questions on the Q&A page
- If you can't submit the case, then Contact Optimo Financial, and we can do it for you
|
| Your case is slow to solve | See Tips for reducing solve times |
| You get an error when you try to download a document | |