Search Troubleshooting

Why does it take so long to search?

The time it takes to display your search results depends on several factors:

I see the "Retrieving Search Results" screen, but I never get any search results.

For the search engine to work, there are several requirements:

If you meet all these requirements and still do not get search results, the cause might be one or more of the following:

I can't get the search to work in Windows.

Your IT department may have implemented security measures that can interfere with the search engine when running under a non-administrator account. Have someone who is the administrator for your PC try the following:

Windows Vista

  1. Quit out of all open Internet Explorer windows.
  2. From the Windows menu, select All Programs.
  3. Right-click "Internet Explorer" in the program list and select Run as administrator. Enter your administrator name and password.
  4. Type ctrl-o to bring up the Open dialog box, and click Browse.... Find the "Start.htm" file on the product and open it in the current Internet Explorer window.
  5. Try to perform a search on the product. If prompted, install the ActiveX control. Your search should return results as expected.
  6. You may now quit out of Internet Explorer and re-launch the product normally. The ActiveX control should now be installed and search should function for the non-admin user.

Windows 2000/XP (or if the above procedure doesn't work in Vista)

  1. Restart the PC and log in as an administrator.
  2. Run this product normally and perform a search. If prompted, install the ActiveX control. It may get installed automatically.
  3. Log back in as the non-admin user.

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