Frequently Asked Questions

Technical support

For technical support please email support or sales inquiries
or freecall 1800 061 260 (within Australia) during business hours.

I have a question about...

eTG complete online
eTG complete (CD or download)
miniTG
Administration / Ordering
Content

eTG complete online

How do I access eTG complete on my mobile device?
If you currently have an online subscription for eTG complete, simply open the browser on your phone or tablet and log in to your account as you would via computer.

Do I need internet access to use eTG complete on my mobile device?
eTG complete is a browser-based platform, and therefore requires internet access.
If you are in an area with limited or unreliable internet access you may wish to consider purchasing a miniTG subscription.

Is eTG complete optimised for both Apple and Android devices?
Yes. eTG complete is now mobile-optimised for use on both Apple and Android type devices.

Does eTG complete cost any extra for use on a mobile device?
If you currently have an online eTG complete subscription the new mobile functionality is provided at no extra cost.

Can I use eTG complete on both my phone and computer at the same time?
Whilst you can use it on computer, phone and tablet, you can only log in to eTG complete from a single device at any given time. Please make sure you log off before switching, or there is an automatic time-out after half an hour of no use.

Can I access my organisation/institution’s eTG complete subscription from my mobile device?
If your organisation/institution allows staff or students access to their local network, then you will be able to use eTG complete from a mobile device. Please check with your organisation/institution for their IT policy on this.

How do I set up my eTG complete online subscription?

Setting up the online version of eTG complete provides for two roles:

one administrator (eg. your practice manager) who can add/remove users for this account and enter their passwords. To do so:

(repeat for all users at your computer)

log on to 'My account' on the TGL website at www.tg.org.au
click on 'Manage users' in the 'My subscriptions' section
click on 'Add user' and fill in user name (eg. first_last) and password
click on 'Add'

several users (eg. doctors) who view the content of eTG complete online

(repeat for each user at their computer)

on each user's PC screen, open a browser window (eg. Internet Explorer)
in the address bar, enter http://online.tg.org.au (note: NOT www.online ...)
this webpage asks for a user name and a password (provided in previous section by administrator), please bookmark this webpage (add to Favourites)
advise each user of this webpage, the bookmark, their user name and password

Which operating systems will eTG complete online run on?
eTG complete will run on most modern operating systems. We currently test eTG complete on the following operating systems, but all that is required to access most of the functionality is a fully featured web browser:

Windows
Macintosh OS X
Linux

eTG complete online login errors

In general, enabling certain security features in Internet Explorer can prevent you from logging into eTG complete online. If you experience difficulties in logging in using Internet Explorer click on the 'tools' button then choose 'internet options' and open the 'security' tab. Under 'trusted sites', add http://online.tg.org.au to the trusted sites list. You may need to uncheck the 'Require server verification' option prior to adding the site.

no_cookie (108): This error is usually caused by using non-default security settings. We recommend using the latest version of Mozilla Firefox to access eTG complete online
bad_cookie (207): This error is usually caused by failing to log out and should correct itself in half an hour. If the problem persists try using the latest version of Mozilla Firefox to access eTG complete online
bad_credentials (405): You have entered an incorrect username and/or password.
- For single user subscription
  - Your username must match the email address currently associated with your eTG complete account. If you wish to change this email address, please refer to How can I update my personal information, eg. address, name?.
  - If you have forgotten your password, please refer to How do I reset my password?
- For multi-user subscription
  - Your username and password must match a valid login associated with your subscription. This is managed by your account administrator. For more information, please refer to How do I set up my eTG complete online subscription?
  - If you have forgotten you login details, please talk to your account administrator.
no_javascript (601): This error is usually caused by Javascript (required) not being enabled in your browser

Internet Explorer 9 and 10 problems
If you experience any difficulties using eTG complete with Internet Explorer 9, try enabling compatibility mode. To do this click on the compatibility icon in the address bar after eTG complete has loaded.

Internet Explorer does not show the index
If Internet Explorer does not show the index of eTG complete, try setting its security level to a lesser level. In particular, [Tools - Internet Options - Security tab]

Security Settings for Internet Zone: Run ActiveX controls and plug-ins must be set to 'Enable'
Script Active X controls marked safe for scripting must be set to 'Enable'
restart Internet Explorer

Alternatively, using another browser (eg. Firefox) should circumvent the issue.

eTG complete (offline: download or CD)

How do I install eTG complete?
Insert the current eTG complete CD into the CD-ROM drive and the installation wizard should start automatically. It will ask for your customer ID and serial number by logging on to 'My account' on our webpage (click on 'Manage subscription').
Note for Windows 7 users: In case a Windows Security Alert is displayed make sure the box 'Private Networks, such as my home or work network' is ticked and allow access.

How much free disk space do I need to install eTG complete?
eTG complete requires approximately 180MB of free disk space.

Which operating systems will eTG complete run on?
eTG complete will run on most modern operating systems. We currently test eTG complete on the following operating systems, but all that is required to access most of the functionality is a fully featured web browser:

Windows
Macintosh OS X
Linux

I just received the latest eTG complete CD, do I need to uninstall the previous version?
No. Your new CD completely replaces your old installation.

I have installed eTG complete, but when I try to open it, I get the error: "Action cancelled". How do I fix it?
This error is normally caused by your firewall software blocking eTG complete. You will need to enable access to your network for eTG.exe.

For Norton Internet Security, you can do this with the following steps:

Double click on the Norton Internet Security icon in your system tray

Click 'Personal Firewall'
Click 'Configure'
Click the 'Programs' tab
In the list at the bottom, ensure that eTG.exe isn't being blocked.

Do I need internet access to run eTG complete?
If you have the CD or download version of eTG complete, then all of the data is installed on your hard disk and you don't need internet access. If you have the online version of eTG complete, then you will need internet access. Links from eTG complete to supporting references and online resources do require internet access.

I have loaded the eTG complete CD but nothing happened. What do I do now?
Try reloading the page by pressing the F5 button on your keyboard. If this doesn't work, ensure that you are not working offline, by doing the following:

open Internet Explorer
in the File menu, ensure that Work Offline does not have a check mark next to it
then, refresh the page in eTG complete again using F5.

I would like eTG complete to start maximized
The offline version (CD or download) can be started maximized by following these steps:

Click Start - All Programs - Therapeutic Guidelines
Right-click eTG complete
SelectProperties
In the 'Run' drop down box select Maximized.
Click OK

Internet Explorer restricted this webpage from running scripts or ActiveX controls
To enable blocked content permanently follow these steps:

in Internet Explorer, go to Tools - Internet Options
go to the Advanced tab
scroll down to the Security section
tick the box 'Allow active content to run in files on my computer'
click OK
restart Internet Explorer

"Windows Firewall has blocked some features of this program"
If this Windows Security Alert is displayed allow eTG complete to communicate on all networks by ticking all boxes displayed in the message window and then on 'Allow access'.

Safari 6 does not show content
The "Disable Local Files Restrictions" setting may need to be turned off so that eTG complete will render properly. To disable Local File Restrictions:

in Safari select Safari > Preferences … > Advanced (toolbar)
check the "Show Develop menu in menu bar" option; then close Safari Preferences
in Safari select Develop > Disable Local File Restrictions to toggle the setting

Google Chrome does not show content

By default, Google Chrome will not allow local files to load other local files. To override this behaviour:

Right click on the Google Chrome shortcut.
Click "Properties".
Add the command "--allow-file-access-from-files" to the end of the 'Target' field.

eTG Complete is not displaying index

Turn on Internet Explorer then press the 'alt' key to bring up the menu.
Click on [Tools - Internet Options - Security tab - Custom Level...]
Run ActiveX controls and plug-ins must be set to 'Enable'
Script Active X controls marked safe for scripting must be set to 'Enable'
restart eTG complete

eTG Complete is not displaying content after clicking on an index term

Turn on Internet Explorer then press the 'alt' key to bring up the menu.
Click on [Tools - Compatability View Settings...]
Display intranet sites in Compatability View must be set to 'Enabled'
restart eTG complete

miniTG

How do I install miniTG?
See these installation procedures for all supported makes and models.

How can I transfer miniTG from my old to my new device? The process is the same as installing on your previous device, you will just need a new Document Registration Code for your new device:

Install a copy of iSilo (from www.isilo.com) on your new device. Normally it is possible to re-use a previously purchased registration code. iPhone users will have to do this via the AppStore.
Before downloading miniTG for the first time on the new device, obtain a valid document registration code by emailing your new 12-digit iSilo user ID (find my iSilo User ID) to support@tg.org.au. We will reply with a valid document registration code and update the database.
Once you have the new document registration code, follow the installation procedures for your device

How do I get a new document registration code for miniTG?
Please email your iSilo User ID (find my iSilo User ID) to support@tg.org.au. We will reply with a valid document registration code.

iSilo says my Document Registration Code is invalid. Do I need a new code? The document registration code is linked to the iSilo User ID, which is unique for each device and iSilo installation. For example, the User ID will change if:

You install on a new device
You re-install on current device
Your device is restored to factory settings
The iSilo 'Owner Information' changes on you device

Please verify that the iSilo User ID for your device (find my iSilo User ID) matches the User ID listed in My Account.

If they are different, please email your new iSilo User ID to support@tg.org.au indicating the make/model of your device and the reason for the change. We will reply with a valid document registration code.
If they do match, there may be an issue with iSilo, please refer to There is a problem with my iSilo installation. What should I do?

Every time I open miniTG it says 'This version of miniTG has expired'. Why?
This means that the release of miniTG that you are viewing (not your subscription) has expired. Therapeutic Guidelines publish three releases every year and these files have to be replaced with the latest version. Please refer to How do I update miniTG to the latest release?

How do I update miniTG to the latest release?
You just need to replace your current document with the new version, which you can download from the 'My account' on our webpage, as in 'Install/Download miniTG' step of the installation procedures.

iPhone/iPad users must download miniTG document from within iSilo on your device. We recommend this method to users of other devices where possible.

If this is not possible, you can download miniTG to a known directory on your PC. Then, use the connectivity software that came with your device (eg. Microsoft ActiveSync) to copy the file to the device, overwriting the existing file.

iSilo displays 'document is corrupt' message when I try to open miniTG. What can I do?
This can happen when you close the miniTG document before entering a valid document registration code. This can be fixed by turning your device off and back on again. Please ensure you have your valid document registation code ready before retrying.

Alternatively you can re-install iSilo, but you will then need a new document registartion code before downloading the miniTG document again.

Every time I open miniTG iSilo requires me to re-enter the document registration code. How can it be entered permanently?
This means that iSilo is unable to permanently store the document registration code. After entering the registration code, close the document and then re-open it to ensure that the registration code gets saved.

What is iSilo and why is it needed for miniTG?
iSilo is a document reader for smartphones, tablets, and other heandheld devices. You use iSilo to open the miniTG data file (miniTG.pdb).

Will miniTG run on my device?
That depends on whether your model is supported by iSilo. iSilo is used as a document viewer (like a browser) for miniTG. The official list of iSilo supported devices is available here.

How much memory do I need to install miniTG on my device? See the memory requirements of iSilo (for your device). Note that in addition to the memory you need for miniTG (approximately 17 MB) and iSilo (approximately 1MB), you will need to have some memory free for the program to run.

If you don't have sufficient space, you can install the miniTG data file on your memory card. See these installation instructions for all supported devices (makes and models).

There is a problem with my iSilo installation. What should I do?
iSilo is a 3rd party app, it is not maintained by Therapeutic Guidelines Ltd. If you believe it is not working correctly, you may wish to remove it from your device and re-install. After re-installing iSilo you will need a new document registartion code before proceding.

If the problem persists, you should refer to the iSilo support pages

The font size is too small in miniTG. How can I change the size so that I can read it?
You can adjust the font size using the iSilo browser. See the font size section of the miniTG manual.

Why don't the hyperlinks work in miniTG?
You probably have 'copy mode' on. Turn it off by tapping on the copy mode icon (). For more information, see the copy text to clipboard section of the iSilo manual.

iSilo says that it has entered 'free mode', and miniTG images, hyperlinks, colour etc don't work now.
iSilo has entered free mode. This happens when your 30-day trial has expired. You will need to register your copy of iSilo to return it to a fully functional state. More information is available in the free mode section of the iSilo manual.

miniTG is running slowly and/or seems to have frozen my handheld. What could be causing this?
Verify that your device has sufficient memory to run miniTG (How much memory do I need to install miniTG on my device?)

If your device has frozen, you will need to do a 'soft reset' (normally by pressing the reset button with an unrolled paperclip) and then free some space.

I can't create bookmarks in miniTG, or they disappear after I create them. Why?
You can only create local bookmarks if 'document modification' is disabled (see the bookmarks section of the iSilo manual). Also, if you are running out of space on your device, there may not be enough room to store the bookmark. If this is the case, try freeing some space.

Where has the miniTG creatinine clearance calculator gone?
The new document browser that we use to display miniTG is called iSilo. It allows us to include almost all of the content from eTG complete, but it is not able to display interactive content such as the creatinine clearance calculator. If you liked the calculator from the old version of miniTG, please feel free to leave it installed. On the Palm version, the folio you will need to leave installed is 'Renal impairment'. On the Pocket PC version, you must leave all of the old miniTG installed.

Information in miniTG tables looks confusing. Is there anything I can do to improve it?
This may be because large tables take time to render fully or 'table rendering' has been turned off (not recommended).

When a topic is opened, there may be a delay before a table is properly presented and rendered. Large tables can take tens of seconds to lay out, especially on devices with slower processors. Palm devices indicate this with a flashing pixel in the top left corner.

It is possible to turn off 'table rendering' completely. We do not recommend this, as it makes tables very difficult to understand. To turn it back on:

On Pocket PC: with miniTG open tap on the Tools menu and select Options. Then tap the Content tab. Ensure Layout is set to Enable table layout.
On Palm: Tap the document title at the top of the screen. Tap the Options menu and select Display. Ensure Layout is set to Enable table layout.

Administration / Ordering

How do I reset my password?
Go to 'My account' on our webpage www.tg.org.au/login.php and enter your email address (leave password blank). Now click on the link 'Forgotten your password?' below the Login button.

How can I update my personal information, eg. address, name?
To update your contact details, log on to 'My account' on our webpage www.tg.org.au with your your email address and password. In 'My account' click on 'View All Details' and then 'Edit.' Certain details, such as your name or title, can not be edited here. Please contact us if you need to amend these details.

Can I have the eTG complete online version and the CD (or download) version simultaneously?
Single-user subscriptions comprise both the CD (or download) version as well as online access to eTG. Multi-user subscriptions only offer one or the other.

When will my eTG complete subscription expire? (message displayed: current version has expired)
The subscription is annual and will expire one year from the date of purchase. It is possible to renew online and a notification is then sent to your mailing address.
If receiving a message indicating that the current version has expired, please update your installation with the latest version (download or from CD). Should you receive eTG complete on CD and have misplaced the latest CD we can mail you another copy for a small postal fee.

Which product / type of subscription is most suitable for me?
This depends very much on how Therapeutic Guidelines are used. Here are the main features of each product / type of subscription:

miniTG: optimised for PDAs (small screens), content is almost identical to eTG, works offline (requires internet connection only to set up / update), update manually

eTG complete (download or CD version): optimised for desktop / laptop (big screens), works offline (requires Internet connection only to set up / update), update manually

eTG complete online: now optimised for mobile devices as well as desktop / laptop (big screens), works online (requires internet connection), updated automatically

How many licences do I need?
Any one user must have a separate licence. If, for example, a practice has one full-time and two part-time doctors, then three licences are required.

When will I receive an invoice?
You should receive a tax invoice / receipt within 5-10 working days (in Australia) and 10-15 working days for international orders.

How long will it take for the ordered item(s) to reach me?
You should receive ordered item(s) within 5-10 working days in Australia and 10-15 working days for international orders.

Which payment methods do you accept?

For online orders we accept Credit Cards (Visa, MasterCard, Diners Club, American Express)
For telephone or mail orders we accept:
- Credit Card
- Cheques
- Money orders
- Purchase orders

Why did my credit card authorisation fail?
If your credit card transaction failed, look at the error message that is returned. If you would like to retry the transaction, press the back button in your browser and update your details.

Is it safe to enter my credit card number online?
The online ordering system for Therapeutic Guidelines Ltd uses SecureEpayment from eSec, our secure banking provider. With SecureEpayment, your credit card details are not stored anywhere on the internet or by TGL. Your details are encrypted and no-one has access to this data except eSec. Additional technical information is available from eSec.

Content

I have some suggestions that I would like to pass on to the editor, what should I do?
Send an email to: evaluation@tg.org.au or mail the form at the back of the book with legible contact details. All comments will be noted, acknowledged and passed on to the relevant Expert Group for the next version of the Guideline.

How are Therapeutic Guidelines Ltd products produced?
A detailed description of our production process can be found here. If you have any further questions regarding production, feel free to contact us.

Are the contents of the books, eTG complete and miniTG the same?
The electronic products, eTG complete and miniTG, include all the topics from all books in the Therapeutic Guidelines series, as well as Management Guidelines: Developmental Disability. eTG complete contains additional emergency medicine topics that are not included in the Toxicology & Wilderness title. Patient information sheets, links and calculators contained in eTG complete are not included in the book titles.

The text of any topic, wherever it appears, is generally the same. However, occasionally, it has been thought to be appropriate to update the electronic version before its scheduled revision. For example, changes were made to electronic texts when:

rofecoxib was withdrawn from the market
there was a major controversy surrounding the results of studies of long-term use of sex hormone replacement therapy from the Women's Health Initiative.

When are the new versions of Therapeutic Guidelines titles published and how often are they updated?
Generally electronic releases are published three times a year, coinciding with the release of a book title. Books are updated every 3 to 4 years. However, some eTG complete topic areas may be updated ahead of others if there have been significant changes in evidence or practice.