System or error messages are those that appear in the conversation pane on the NRS call page when ringing via the website or via instant messaging.Their presence or absence may be important in diagnosing possible problems.

System and error messages

#5 All relay officers are currently busy taking other calls. Please call back in a few minutes

#6 We apologise for the delay as we are currently receiving a high volume of calls. You have progressed in the queue so please hold for the next available relay officer. Otherwise you may wish to call back later.

#9 Lost connection to the NRS. Please call again later

#10 Lost connection to NRS, please try again later

#11 The NRS is being re-started. Try again in a few minutes

#12 Your call could not be placed -probably a problem with NRS server. Please contact the Helpdesk

#13 Your IP address appears to be from an invalid location or outside Australia

#14 Please check your internet connection

#15 You have a call in progress in another window

#16 Connection to NRS has been lost. Please check your internet connection

#17 Please try again in a few minutes

#18 Unable to connect to the NRS

Other error issues

Why does no message appear on my screen after the system says that

Why do I only get a blank page with the NRS banner across the top?

Why has my call been terminated by the relay officer before I could send anything?

Why does the NRS show as ‘offline' when I try to use it through MSN?

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SYSTEM AND ERROR MESSAGES

#5 All relay officers are currently busy taking other calls. Please call back in a few minutes

This is the equivalent of an engaged signal or an ordinary phone or TTY. There is an unexpected peak in the number of calls in the system. Please call again.

#6 We apologise for the delay as we are currently receiving a high volume of calls. You have progressed in the queue so please hold for the next available relay officer. Otherwise you may wish to call back later.

You are in the NRS call queue and can stay online if you wish or ring back later.

#9 Lost connection to the NRS. Please call again later

Please call again later. If you continue to get this message then please contact the Helpdesk or send us a feedback form. 

#10 Lost connection to NRS, please try again later

Please call again later. If you continue to get this message then please contact the Helpdesk or send us a feedback form. 

#11 The NRS is being re-started. Try again in a few minutes

The NRS is carrying out necessary maintenance and briefly shutting down the server to restart it. You should be able to make a call next time you try.

#12 Your call could not be placed -probably a problem with NRS server. Please contact the Helpdesk.

The NRS has received your call but for some reason cannot process it. Please contact the Helpdesk or send us a feedback form.

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#13 Your IP address appears to be from an invalid location or from outside Australia

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 outside Australia. Please note that the NRS is only available for calls from within Australia and thus you will be unable to make the call.
• 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.

#14 Please check your internet connection

You don't appear to have a connection to the internet. Maybe your cable has been temporarily disconnected or your wireless connection has dropped out.

#15 You have a call in progress in another window

You are only able to make one call at a time from your computer. Please close this call before continuing with the original call.

#16 Connection to NRS has been lost. Please check your internet connection

Your internet connection has been lost. Maybe your cable has been temporarily disconnected or your wireless connection has dropped out.

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#17 Please try again in a few minutes

The connection is poor. If the problem persists when you try again, contact our Helpdesk or send us a feedback form.

#18 Unable to connect to the NRS

This is most likely a problem at the NRS end. Please contact our Helpdesk or send us a feedback form.

OTHER ERROR ISSUES

Why does no message appear on my screen after the system says that the relay officer is typing? 

This is an infrequent but random problem. The best thing to do is just to try again.

Why do I only get a blank page with the NRS banner across the top?

This means that your network administrator has prevented Java from running or loading on your computer. See Making a call from work for more information.

Why has my call been terminated by the relay officer before I could send anything?

This is most likely a problem at the NRS end. Please contact our Helpdesk or send us a feedback form.

Why does the NRS show as ‘offline' when I try to use it through MSN?

Please call again later. If you continue to get this message then please contact the Helpdesk or send us a feedback form.