Troubleshooting & Requesting Support

Troubleshooting

Can't Get Past the Disclaimer

Most of our Online Auditor websites require users to accept a disclaimer about the accuracy of the data. In order to remember whether the Disclaimer was accepted, the website attempts to save a small HTTP cookie on the end-user's computer. This is so the end-user does not have to accept the disclaimer the next time they visit the website. HTTP cookies, sometimes known as web cookies or just cookies, are parcels of text sent by a server to a web browser and then sent back unchanged by the browser each time it accesses that server. HTTP cookies are used for authenticating, tracking, and maintaining specific information about users, such as site preferences. For more information about cookies, view Wikipedia's article here.

Make sure cookies are enabled in your browser. Click on your particular internet browser and version to view instructions for enabling cookies:

Check for Firewalls and other third-party tools.

We've found that some firewalls block cookies before they even reach the browser. By default, CA Personal Firewall, of the CA Internet Security Software Suite, is configured to block all non-session cookies. If you have CA Personal Firewall running and are experiencing difficulty accepting the disclaimer and using the rest of the website, perform the following steps:

1. Locate the CA Security software running in your task tray, right-click and select 'CA Personal Firewall'. A sub-menu appears. Click 'Open Personal Firewall'.
   
   
2. In the CA Personal Firewall Settings window that comes up, click the 'Privacy' icon (it may look like a set of keys) located in the left column of the window.
   
   
3. In 'Privacy Settings', locate the 'Cookies Protection Level' option. Turn this from High to Medium.
   
   
4. Exit out of the CA Personal Firewall Settings window. Return to your browser and try again to accept the disclaimer. You should successfully be able to use the website.
   

Address Search Does Not Work

If you are having difficulty finding results for a search by address using the QuickSearch box, please try the dedicated address search by clicking on the Search link in the main menu and clicking the Address tab. Keep in mind that street names may be spelled differently than what you'd expect in the database. If the full street name is not found, try entering just the first few letters of the name. Do not enter the street type such as Road or rd.

Error Message 'message could not be parsed' When Clicking Tabs

If you receive an error message when trying to click on new tabs or pages, it may be that your firewall is blocking the specific headers in the response from our website. Please check your firewall for a setting called 'Block Unknown Headers' and disable it to see if that helps. This has mainly been reported on Internet Explorer browsers, but may also occur on Mozilla Firefox.

Still having problems or found an issue not listed?

Please contact us through one of the office locations below.