Frequently Asked Questions & Troubleshooting Tips

• Search Application Basic Requirements
• Settings in Internet Explorer
• PROBLEM:  Blank page prints with message: Printing will be at low resolution 72 dpi
• ERROR MESSAGE:  Printing Not Supported by this Browser
• PROBLEM:  Printed page is completely black
• PROBLEM:  Only part of the page is printing
• PROBLEM:  Cannot view documents.  Red X in corner
• QUESTION:  How do I print my purchased documents?
• QUESTION:  I closed my transaction window, how do I get my purchased documents?
• PROBLEM:  I used to be able to view documents.  Now all I get is a blank window.
• QUESTION:  I’ve already purchased this document.  Do I have to purchase it again?
• PROBLEM:  When I click on "Register" nothing happens.
• PROBLEM:  Nothing happened after I purchased my document
• PROBLEM:  I can’t log in
• PROBLEM:  Pop Up Blockers
• PROBLEM:  AOL Users - trouble viewing images (Java™ issues)
• Contact Info

Search Application Basic Requirements:

• Operating system should be Windows 98 or later.
• Cookies must be enabled.
• Browser:  Internet Explorer v 5.0 or later
• Currently other browsers have not been tested and are not fully functional with this site.

Back to the top

Settings in Internet Explorer:

1. Click on Tools/Internet Options/Advanced Tab:
2. Check the following items:
   • Install on demand, Internet Explorer
   • Use HTTP 1.1
   • Use HTTP 1.1 through Proxy Connections
   • JIT Compiler for virtual machine enabled
   • Use SSL 2.0
   • Use SSL 3.0
3. Click on the Security Tab, then click on Custom Level
4. Scroll to the Scripting section and verify the following:
   • Active Scripting – Enabled.
   • Scripting of Java applets – Enabled.
5. Click on the "Privacy Tab" - Setting should be at medium.

Back to the top

PROBLEM:  Blank page prints with message: Printing will be at low resolution 72 dpi

• For Windows XP

1. Download the Sun Java Plug-in from  www.sun.com/getjava.
2. Click on Java software, then free downloads, then get it now.
3. OPEN the file.
   • NOTE:  If you cannot download the plug-in, it is probably a rights issue.  Some companies restrict employees ability to download from the Internet.  Get a technical person or someone with admin privileges to log on to your machine and download the Sun Java Plug-in.
4. Select "Typical Install" if prompted.
5. Accept all other defaults.
6. Once finished, you will need to restart your machine.
7. Log on and try to view the documents from your purchase history by clicking on "Account Info" then "View Past Purchases"
   • Make sure you say "yes" or "accept"  the agreement for the viewer.

Related Info:

How do I print my purchased documents?

I closed my transaction window, how do I get my purchased documents?

Back to the top

ERROR MESSAGE:  Printing Not Supported by this Browser

• Re-install the Acordex Printer Drivers.
  1. Go to the Acordex web site:  www.acordex.com
  2. Underneath Topics, click on Internet Java Applets.
  3. Scroll to the bottom of the next page and click on "Run a Demo" on your browser.
  4. Next page, click on "Black and White Invoices".  Accept the agreement if asked.
  5. Print out the invoice that is displayed by clicking on the print icon.
  6. Close the browser, and go back to the county web site, and retrieve your purchased document from your purchase history, by clicking on "Account Info", then "View Past Purchases".

Related Info:

How do I print my purchased documents?

I closed my transaction window, how do I get my purchased documents?

Back to the top

PROBLEM:  Printed page is completely black.

• See:  Printing Not Supported by this Browser.

Back to the top

PROBLEM:  Only part of the page is printing.

• See:  Printing not supported by this browser.

Back to the top

PROBLEM:  Cannot view documents.  Red X in corner.

• For Windows XP
  1. Download the Sun Java Plug-in from www.sun.com/getjava.
  2. Click on Java software, then free downloads, then get it now.
  3. OPEN the file.
     • NOTE:  If you cannot download the plug-in, it is probably a rights issue.  Some companies restrict employees ability to download from the Internet.  Get a technical person or someone with admin privileges to log on to your machine and download the Sun Java Plug-in.
  4. Select "Typical" install if prompted.
  5. Accept all other defaults.
  6. Once finished, you will need to restart your machine.
  7. Log on and try to view the documents from your purchase history by clicking on "Account Info" then "View Past Purchases"
     • Make sure you say "yes" or "accept"  the agreement for the viewer.
• For Windows 98 & Windows 2000
  • The first time you attempt to view a document, it must download the Acordex viewer. Once the viewer is downloaded, it will automatically come up thereafter. You need to say yes to the security warning. If you clicked on no, close the browser & re-open it, making sure to click on yes to view the image again.

Related Info:

How do I print my purchased documents?

I closed my transaction window, how do I get my purchased documents?

Back to the top

QUESTION:  How do I print my purchased documents?

• After you complete your purchase, a "Transaction Window" will open.   (Pop-up blockers can prevent this window from opening) You should se text similar to, "You have purchased the following documents..."
• Click on the View Image icon to view the image.  Once it is displayed, there are a series of icons across the top.  To the far right is the Print icon.  Click the icon to print your purchased document.   (Pop-up blockers can prevent this window from opening).

NOTE:  If you have closed the transaction window, and need to retrieve your purchased documents, see:  I closed my transaction window, how do I get my purchased documents?

Back to the top

QUESTION:  I closed my transaction window, how do I get my purchased documents?

• While logged in, click on "Account Info", then "View Past Purchases".  Click on the View Image icon.   Once the document is displayed, click on the Print icon located near the top of the viewer, to your far right hand side.

Back to the top

PROBLEM:  I used to be able to view documents.  Now all I get is a blank window.

• If you recently upgraded or had to re-install Windows XP, you probably need to download the Sun Java Plug-in.
  1. Download the Sun Java Plug-in from www.sun.com/getjava.
  2. Click on Java software, then free downloads, then get it now.
  3. OPEN the file.
     • NOTE:  If you cannot download the plug-in, it is probably a rights issue.  Some companies restrict employees ability to download from the Internet.  Get a technical person or someone with admin privileges to log on to your machine and download the Sun Java Plug-in.
  4. Select "Typical" install if prompted.
  5. Accept all other defaults.
  6. Once finished, you will need to restart your machine.
  7. Log on and try to view the documents from your purchase history by clicking on "Account Info" then "View Past Purchases"
     • Make sure you say "yes" or "accept"  the agreement for the viewer.

Related Info:

How do I print my purchased documents?

I closed my transaction window, how do I get my purchased documents?

Back to the top

QUESTION:  I’ve already purchased this document.  Do I have to purchase it again?   

• This depends on your county.  Some counties allow purchased images to be viewed indefinitely while others put a limit on how long you are able to view a document before having to purchase it again.  To see documents that you have purchased and are able to view, simply click on "Account Info", then "View Past Purchases".   All documents that you have available to you can be retrieved at your convenience.

Back to the top

PROBLEM:  When I click on "Register" nothing happens.

• Check Settings In Internet Explorer.  Check for Pop-up Blockers including:  Norton Internet Security, other Virus protection packages that include pop-up blockers, Google toolbar, and also the Microsoft Windows XP Service Pack 2 can prevent pop-ups from opening (built in Internet Explorer pop-up blocker).  Set your software to "allow" pop-ups from this site:  see Pop Up Blockers.

Back to the top

PROBLEM:  Nothing happened after I purchased my document

• Check to see if the Transaction Window opened behind your browser.  If not, another possible cause is Pop-up blocker software.  Check for Pop-up Blockers including:  Norton Internet Security, other Virus protection packages that include pop-up blockers, Google toolbar, and also the Microsoft Windows XP Service Pack 2 can prevent pop-ups from opening (built in Internet Explorer pop-up blocker).  Set your software to "allow" pop-ups from this site:   see Pop Up Blockers.

Back to the top

PROBLEM:  I can’t log in

• If the problem is that your password is incorrect, check your caps lock key.  The password is case sensitive and must be entered exactly as submitted.  If you forgot your login information, click "Forgot Login Info?" on the login window OR click "Login Reminder" on the Login Error window.  If you continue to have problems, please contact the Support Desk.

Back to the top

PROBLEM:  Pop Up Blockers

• If you have the latest version of Internet Explorer, have installed Windows XP Service Pack 2, OR you are using a third party pop up blocker (such as the Norton Internet Security or the Google Toolbar) you will need to allow pop ups for your county's web site (examples: www.countyclerk.bexar.landata.com OR www.york.me.us.landata.com) as well as the following sites:
  • www.wam1.landata.com
  • www.wam2.landata.com
  • www.landata-cc.com
  • imaging.landata.com
  If your blocking software allows wildcards then you can allow everything from Landata by allowing pop ups for:
  • *.landata.com
  • *.landata-cc.com
  Consult Internet Explorer's help section or your pop up blocker documentation for instructions on how to disable pop up blocking for a particular site.

Back to the top

PROBLEM:  AOL Users - trouble viewing images (Java™ issues)

• Follow these steps to optimize your AOL settings for the Java™ 2 Runtime Environment, Standard Edition (JRE):

1. Open AOL
2. Go to AOL Preferences by using the Keyword preferences
3. Click on Internet Properties
4. If you are using AOL 5.0 or 6.0, click the Delete Files button in the center of the screen
5. If you are using AOL 4.0, click the Advanced Tab at the top of the screen, then click the Clear Cache button
6. Click the Security Tab at the top of the screen
7. Verify the browser is set to Default or Medium. If it is set to Custom or High, click the Default Level button or set your Custom level to Medium
8. Click the Web Graphics Tab at the top of the screen
9. Click the "Never compress graphics" option
10. Click OK, Close and restart AOL

• AOL users unable to run Java™ technology based applets, applications, Chat programs, or games may have problems because AOL saves old copies of code in a cache file.
• First, clear your cache. Clearing your Web cache will help you get the best performance out of the JRE.

• You have cleared the cache, but still have a problem running applets.
• AOL has a bug which causes some applets to redraw the window improperly.
• Because of these AOL issues, it is recommended that an external browser, such as Mozilla, Internet Explorer, Opera or Netscape, is used to view Java technology based applets and programs.  The Web Access Module application has only been tested with Internet Explorer v5.0 or later.  Currently other browsers have not been tested and are not fully functional with this site.

Back to the top

Contact Info

• Landata Customer Support
• Toll Free:  877-LANDATA
• Email:  webmaster@landata.com
• www.landata.com

Back to the top