Technical Support

What do we do? 
Our primary function is to provide technical support via telephone for the LexisNexis publications, the Online service and Practice Management (Lexis PMS, LBOL, Affinity, PCLaw). We also respond to enquiries made via email and fax.

Before you contact us 
If you are contacting us regarding a product that you subscribe to, please ensure that you have the details of the account number under which the product you are enquiring about was purchased.

If your enquiry relates to use of the LexisNexis Online service, once again, please try to be at the computer on which you normally access the service as we may need to go through a series of steps to resolve your query.

Online Resources

Internet Hints & Tips

Customer Support Enquiry

Frequently Asked Questions

Contacting us 

Telephone 
You can contact Technical Support by calling toll-free on 1800 999 906 Monday - Friday, 8am to 8pm AEST. International Callers can contact Technical Support by calling +612 9422 2173 or +612 9422 8755.

Email Us 
If you wish to contact Technical Support via email, send a message to techsupport@lexisnexis.com.au (please include your name, your firm/organisation name and if necessary, a contact telephone number).

Fax 
Please send all fax enquiries to (02) 9422 2405 and mark for the attention of Technical Support.
  • FAQS
  • CD Installation Instructions
  • Internet Tips and Tricks

Frequently Asked Questions

Frequently Asked Questions are currently available on the following topics:

If you have any further questions about LexisNexis’ publications, please contact the Electronic Helpline

 

 

These Installation Instructions are stored in PDF format. You will need a copy of the Adobe® Acrobat® Reader in order to view them. Download this program completely free by clicking on the button to the right.

Note to Subscribers upgrading to Windows Vista: Unfortunately, none of our CD products are supported by Windows Vista.

Single Product Installation Instructions
These instructions are for installing Butterworths CD products that only have one title on the CD. Examples of these CDs include “New South Wales Law Reports” and the “Australian Encyclopaedia Of Forms And Precedents”.

Multiple Product Installation Instructions
These instructions are for installing Butterworths CD products that have more than one Butterworths title on the same CD (examples are the “Australian Legal Research Library” and the “Australian Corporations Law Library”). Network CD Installation Instructions
Click on the link below to dowload the instructions in PDF version.

 

 

If your internet connection seems slow.

  • Refresh the page. Press the STOP button on your browsers toolbar. Hold down the SHIFT key and click on the REFRESH or RELOAD button on the toolbar.
  • Clear your internet cache:
    When you explore the World Wide Web, your browser keeps track of the pages you've visited and saves them on your hard disk so they'll load faster when you return to them. This saves you time and money because you can view the saved pages without being connected to the Internet. The saved files, your "temporary Internet files," are stored in your disk cache.

    To empty your disk cache
    When you browse, your disk cache can fill up with files you no longer need. Here's how to empty your Internet Explorer disk cache.

    For Internet Explorer:
    1. On the Tools menu of your Internet Explorer toolbar, click Internet Options.
    2. Click the General tab.
    3. In the Temporary Internet Files area, click Delete Files, and then click OK.
    4. Click OK to close Internet Options.

    Netscape Communicator:
    1. Click on EDIT and then PREFERENCES.
    2. Expand the ADVANCED Tab.
    3. Click on CACHE.
    4. Click CLEAR MEMORY CACHE and CLEAR DISK CACHE
    5. Click OK and then reload the page and everything should work fine.
  • Try accessing another page to see if you have access to the internet in general. Try to enter a web address that you would not have been to in a long while as it may run from your cache or proxy server and not give you a correct representation
  • If a page is loading so slowly that you think it may be stuck, click the Stop button on your browser's toolbar, and try to load the page again in a few minutes.

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Why do some web pages take so long to download?

Many factors affect how fast a Web page travels from its Web site to your computer. Web pages may load slowly for these reasons:

  • Your modem transmits data slowly.
  • Traffic on the Internet is heavy.
  • The page's file is large. Some of Butterworths Report series are quite large and will take a while to download. Please be patient.
  • The server and connecting lines used by your online service, your Internet service provider, or the Web site transmit data slowly.

To decrease download time, try these pointers:

  • Get the latest version of your browser software.
  • Buy a faster modem that transmits at a rate of at least 56,000 baud.
  • If a page is loading so slowly that you think it may be stuck, click the Stop button on your browser's toolbar, and try to load the page again in a few minutes.

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If your search results are taking a long time to appear.

  • Refresh the page. Press the STOP button on your browsers toolbar. Hold down the SHIFT key and click on the REFRESH or RELOAD button on the toolbar.

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If your password is not working.

  • Try your username and password again making sure that you use the correct CASE. The username and password are case sensitive only for Lexis.com and New Nexis.
  • Shut down your web browser and re-enter both your username and password being careful of the CASE.
  • Failing the above, please call the Helpline on 1800 999 906 and  provide your company name and surname/username and we will check your password details.

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If you are supposed to be accessing our site via an IP Fixed account but still get a username and password box.

  • This means that you are coming from an IP address that differs from the address that was provided to us by your IT department. Please get your IT department to call the Electronic Helpline on 1800 999 906.

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If, after a search, you get a message "Your search took longer than allowed at this site."

  • This means you have entered a search string that is going to take our servers  too long to complete. Please refine your search string.

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If you are having trouble finding the information you need.

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