Common D2A errors

This information may help you identify and resolve some commonly encountered errors.

Operation failed

One of the following error messages may appear when refreshing forms or submitting a return.

 Cannot submit since the latest rules could not be applied. Operation failed.
 checking security credentials ... Requesting form download for ABN xxx (this takes a while)... Can't process request. Operation failed.
 checking security credentials ... Requesting form download for ABN xxx (this takes a while)... Connection refused: connect. Operation failed.
Operation failed errors
Cause Possible logfile entry* Resolution
A proxy server is required for the D2A application to connect to the internet, and has not been entered, or has been entered incorrectly. Communication to the server has failed, please check that the Proxy Host Name has been entered Enter a valid proxy server into your D2A installation
D2A has been installed with an ABN that is not in APRA's database. Incorrect result size: expected 1, actual 0 Reinstall D2A with an ABN that is in APRA's database. The ABN of a D2A installation cannot be changed.
You are using an old version of D2A. All users of D2A must use version 5.3 or later to submit, view or retrieve data via D2A.  You are using an old version of D2A client. You must upgrade to the latest version in order to proceed. Upgrade D2A to the latest version. Refer to the D2A web page for more information. 
You are trying to submit an outdated return/form Your submission contains a form version that has been superseded. Please refresh your forms before trying again. 
  1. Save the return.
  2. Refresh the forms.
  3. Create a new return.
  4. Import the saved return (from Step 1) into the new blank return.
  5. Submit the return.

 *The following entry may appear in the eciclient.log file. The eciclient.log file can be found on your computer where D2A is installed.

Submit button is unavailable

Ensure you have the whole return open. Only complete returns can be submitted. Single forms cannot be submitted.

A return/form is missing

When a return/form is missing from the Form Chooser, complete the following:

  • Refresh the forms.
  • The return/form is not required to be submitted by your organisation. D2A only downloads forms that are required by your organisation; or
  • The return/form is not due within the next eight weeks. The Forms Chooser only displays returns due within an eight week period.

If you believe there is a return/form missing email: dataanalytics@apra.gov.au.

An entity is missing

When an entity is missing from the Entity Chooser, complete the following:

  • Update the Entity Chooser; or
  • Refresh the forms.

If all the expected entities are not listed, email: dataanalytics@apra.gov.au.

Invalid byte 1 of 1-byte UTF-8 sequence

This message is received when opening a saved return that contains one or more invalid characters. It may be caused when copying text from applications such as Excel or Word. It means the return is corrupt. Start a new return and re-enter the data.

Receipt has not been received

Receipt emails are sent to the email address used to install D2A. To check the email address, open the About window from the Help menu. To change this email address, D2A will need to be re-installed.

Please note: Receipt emails cannot be re-generated, however you can download previously submitted returns.

Unable to PDF form

PDF versions of select forms and returns only can be created using the Print PDF option from the File menu, or the Print PDF toolbar button.

If you receive the error: 'Can't do Print PDF.... The option to Print PDF is currently unavailable for the selected form(s)', use a third party PDF creator or printer to make a PDF file.

Technical issues?

  1. Please refer to the Common D2A errors page.
  2. Additional information can be found in the: 
    A support guide for Direct to APRA (D2A). Updated March 2021
  3. Log a support request with the D2A Help Desk at support@apra.gov.au.
  4. For urgent issues call +61 2 9210 3400 between 9am and 5pm AEST weekdays.

Need help with myGovID?

Refer to the ATO myGovID website.

Need help with data validation rules?

The D2A Help Desk cannot assist with validation errors or warnings in D2A returns. For information on validation rules and guidelines, refer to your industry's Reporting requirements page.

For further enquiries about validation rules, please contact: dataanalytics@apra.gov.au.

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