Troubleshooting guide

Find solutions to common issues with the CCEW app and get help when you need it

If you’re having trouble with the CCEW app, here are some common issues and how to resolve them. Most problems can be solved with these step-by-step solutions.

PDF download issues

If the PDF isn’t downloading, follow these steps in order:

PDF download issues

If the PDF isn’t downloading, follow these steps in order:

1. Check your login status

   Make sure you’re signed in to your account. You need to be logged in to download PDFs.

   You can verify your login status by looking for your name in the top navigation.

2. Check your download limit

   Free accounts are limited to 3 downloads per month. If you’ve reached your limit, you’ll need to upgrade to a Pro account to download more forms.

   Remember that previewing PDFs doesn’t count toward your limit - only final downloads do.

3. Validate your form

   Make sure all the required fields in the form are filled out correctly. The form validation will highlight any errors that need to be fixed.

   Forms with validation errors cannot be downloaded until all issues are resolved.

4. Check browser settings

   Pop-up blockers or ad-blocker extensions can sometimes interfere with downloads. Try temporarily disabling them or adding an exception for ccew.com.au.

   The PDF download opens in a new tab/window, so pop-up blockers may prevent this.

5. Try a different browser

   If the issue persists, try using a different browser (Chrome, Firefox, Safari, Edge) to see if it’s browser-specific.

   Modern browsers work best - ensure you’re using an up-to-date version.

6. Clear browser cache

   Sometimes cached files can cause issues. Clear your browser cache and cookies for ccew.com.au and try again.

7. Check device storage

   Ensure your device has sufficient storage space for the PDF download (typically 150-200 KB per certificate).

Sign-in problems

If you’re having trouble signing in, try these solutions:

Check email address

Make sure you’re using the correct email address you signed up with.

Try a different sign-in method

If you signed up using a Google account, make sure you’re using the “Sign in with Google” option.

Reset password

Use the “Forgot Password” link if you can’t remember your password.

Clear browser data

Clear your browser cache and cookies if you’re experiencing persistent issues.

Website loading issues

If the website isn’t loading correctly, follow these steps:

1. Clear browser cache

   Sometimes, old data stored in your browser can cause issues. Clearing your cache and cookies can help resolve these issues.

   Use Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac) to access browser settings.

2. Update your browser

   Make sure you’re using the latest version of your web browser.

   Internet Explorer and other outdated browsers are not supported.

3. Try a different browser

   If you’re still having trouble, try using a different browser to see if that resolves the issue.

   We recommend Chrome, Firefox, Safari, or Edge for the best experience.

Address search problems

Issues with smart address autocomplete:

Address suggestions not appearing

For Pro users:

• Ensure you’re logged in to your Pro account
• Check that you’ve typed at least 2-3 characters
• Verify your internet connection for Google Maps access
• Try refreshing the page if the feature seems unresponsive

For Free users:

• Address autocomplete is a Pro-only feature
• Use the manual address fields by clicking “Show address fields”
• Consider upgrading to Pro for smart autocomplete functionality

Wrong address suggestions

• Start with street number and name for best results (e.g., “123 Main St”)
• Be more specific with suburb names if getting irrelevant results
• Try alternate spellings or abbreviations (e.g., “St” vs “Street”)
• Use the map verification feature to confirm the correct address

Map verification not working

• Ensure you have an active internet connection
• Check that Google Maps isn’t blocked by your network/firewall
• Try refreshing the page and attempting verification again
• Fall back to manual address entry if maps remain unavailable

Address not in Australia

• The address search is restricted to Australian addresses only
• If you get non-Australian suggestions, be more specific with suburb/state
• Contact support if you’re having issues with valid Australian addresses

NSW licence search issues

Problems with licence lookup functionality:

Search feature not available

• NSW licence search is a Pro-only feature
• Ensure you’re logged in to your Pro account
• Free users will see upgrade prompts when clicking the search button
• Check your subscription status in account settings

No search results found

• Verify the licence number is correct and current
• Try searching by the licence holder’s name instead
• Some recently issued licences may take time to appear in the database
• Ensure the licence is current and not expired or suspended

Search is slow or times out

• The feature is rate-limited to 10 searches per hour per user
• Check your internet connection for API access
• Wait a few minutes and try again if you’ve hit the rate limit
• Try a simpler search term (shorter licence number or just last name)

Incorrect licence details

• The search returns official government data - discrepancies may indicate:
  • Recent licence renewal not yet updated in the database
  • Incorrect licence number provided by the licence holder
  • Name/company changes not yet reflected in government records
• Always verify details with the licence holder if they seem incorrect

Rate limit exceeded

• You can perform up to 10 licence searches per hour
• This limit resets every hour from your first search
• For high-volume usage, space out your searches over time
• Consider manually entering licence details for known electricians

Saved forms problems

Issues with form saving and loading:

Forms not being saved

• Check that the “Save form data” preference is enabled in your profile
• Only completed forms (with downloaded PDFs) are automatically saved
• Ensure you’re logged in when completing and downloading forms
• Draft or incomplete forms are not saved automatically

Can't access saved forms

• Free users can only access their 3 most recent saved forms
• Pro users have unlimited access to their complete form history
• Check that form saving was enabled when you completed the forms
• Verify you’re logged into the correct account

Saved form won't load

• Try refreshing the page and attempting to load the form again
• Check your internet connection for account data access
• Some very old saved forms may need to be manually re-entered
• Contact support if important forms won’t load properly

Lost saved forms

• Check if form saving was accidentally disabled in your preferences
• Verify you’re logged into the correct account
• Forms are only saved if the preference was enabled when completing them
• Deleted forms cannot be recovered - ensure you have PDF copies

Profile management issues

Problems with installer and tester profiles:

Can't save profiles

• Profile saving requires a user account - ensure you’re logged in
• Fill in at least the essential fields (name and licence number) before saving
• Each account can save one installer profile and one tester profile
• Check that all required fields are completed before attempting to save

Profile won't load

• Profile prefilling is a Pro feature - Free users can save profiles but cannot auto-prefill forms
• Ensure you have a saved profile to load (check your account settings)
• Try refreshing the page and attempting to load the profile again
• Some profile data may need to be manually updated if it’s very old
• Verify you’re logged into the account that has the saved profile

Profile data is outdated

• Profiles save data exactly as entered - they don’t auto-update
• Update and re-save your profile when licence details change
• Set calendar reminders to review profiles quarterly
• Consider saving separate profiles for different roles (installer vs tester)

Lost profiles after downgrading

• Profile access may be limited when downgrading from Pro to Free
• Your profiles still exist but may not be accessible until you upgrade again
• Essential profile data is typically still available on Free accounts
• Contact support if you’ve lost critical profile information

Still need help?

If you’re still having trouble after trying these steps, please contact us at [e-mail] for assistance.

When contacting support, please include as much detail as possible, such as:

• The browser you’re using and its version
• The steps you’ve already tried
• Any error messages you’ve seen
• Screenshots if possible

This will help us resolve your issue more quickly.

Email support

Send us a detailed email with your issue and we’ll get back to you within 24 hours.

FAQ section

Check our frequently asked questions for quick answers to common issues.