Troubleshooting for internet relay - FAQs

Internet relay calls involve some different things working together:

  • your computer and the software loaded on it

  • the internet connection through your internet service provider (ISP), and

  • the NRS itself.

If you are having problems with internet relay it is sometimes difficult to work out which component is involved. These troubleshooting questions and answers might help you sort out some of the problems.

If you have tried everything below and are still having problems please contact our Helpdesk or send us a feedback form.

 

1  I am trying to make a call from my work computer but can't get connected. What's the problem?

2  What if my browser won't load the call or message page?
3  What can I do if I am having problems making an internet relay call?
4  What if I get an error message that says my 'IP address appears to be from an invalid location or outside Australia'?
5  My call has dropped out while I was in the middle of a conversation. What has happened?
6  The relay officer keeps asking me if I'm still there, even though I have been typing and sending messages. What has happened?

 

1  I am trying to make a call from my work computer but can't get connected. What's the problem?

Making an internet relay call at work might present some problems if your organisation restricts general internet browsing. You might need to discuss your need to make phone calls through internet relay with your supervisor or your network administrator.  Our Helpdesk is happy to discuss the best way to deal with your organisation’s security and management protocols – either with you, your supervisor or your network administrator. 

 

2   What if my browser won't load the call or message page?

If your computer is part of a corporate network then it is possible that the security settings of your organisation don’t allow you to access the internet relay call page. If so, contact your network administrator.

 

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3  What can I do if I am having problems making an internet relay call?

Delete your browsing history and temporary files

Go to Tools menu/ Internet Options / General tab. Under Browsing history click on Delete... / Click Delete all... button at the bottom of the card.

Try using a different web browser

If you are using Internet Explorer, try using Chrome or Firefox etc. 

 

4  What if I get an error message that says my 'IP address appears to be from an invalid location or outside Australia'?

This means that your IP address (your computer's "address" - the unique number that identifies your computer) is not recognised by the NRS. This could be due to one of the following:

  • You are calling from a computer network (eg from work) and your network administrator has masked your computer identity (this is commonly done for security reasons). Solution: see your network administrator or contact our Helpdesk.
  • Your internet service provider (ISP) may be supplying you with an IP address that was sourced from overseas. Solution: there is no simple way for you to know if this is the problem, but contact our Helpdesk and we may be able to sort it out for you.
  • You are using special software (sometimes known as an ‘IP changing security' package) that allows you to surf the Web anonymously. This software creates fake internet addresses that appear to us to be from outside Australia. Solution: disable or remove the software before making a call.

 

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5  My call has dropped out while I was in the middle of a conversation. What has happened?

Occasionally your internet relay call might drop out or be disconnected. You may be typing your side of the conversation but the relay officer cannot read what you are typing. We know this can be frustrating and it might appear as if the relay officer has hung up on you. However relay officers do not hang up on a call unless a caller is abusive, or the caller is clearly not responding to the other party or to the relay officer's questions.

If the relay officer hangs up rather than being inadvertently disconnected, they will send a message that they are doing so.

Sometimes there is an obvious cause to call drop-out, sometimes not. Often it can be because you have limited internet bandwidth or your computer is carrying out other tasks.

These are some of the things you can do to minimise the likelihood of drop-out during your call:

  • close other applications and other open windows
  • don't copy, move or download files during the call
  • check that your broadband speed hasn't been reduced for some reason (such as running out of your monthly allocation which with many internet plans means that your internet speed is ‘throttled’ or reduced considerably until the end of the month) or that someone in your office isn't doing a lot of downloading at the time of your call
  • make sure that your system isn't performing updates for some of your applications - for example, Windows and your antivirus software regularly carry out automatic updates. You can check this by hovering your mouse over all the icons at the bottom right of your screen.

If you are using instant messaging for your call and are still having problems, then try making a call through the NRS website.

If you work in an office and you suspect that your internet relay calls are dropping out because of bandwidth use by other people connected to your network, you can ask your IT staff to enable ‘traffic shaping' so that a portion of the internet bandwidth is allocated to internet relay.

 

6   The relay officer keeps asking me if I'm still there, even though I have been typing and sending messages. What has happened?

This is possibly caused by limited bandwidth or because you are carrying out other tasks on your computer at the same time - see the question above. Follow the same suggestions as above for trying to minimise the problem. 

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Make an internet relay call Make a captioned relay call

24-hour relay call numbers

  • TTY/voice calls

    133 677

  • Speak & Listen

    1300 555 727

  • SMS relay

    0423 677 767

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