1. When I try to install PowerResearcher I get a notice saying that I need Administrator privileges. (back to top)
If you are using Windows NT4/2000/XP, PowerResearcher requires Administrator privileges to install successfully. If your account on your computer does not have these privileges, please contact your systems administrator. If you are unsure about this, check with your systems administrator or click on (in Windows NT4 or 2000) Start / Settings / Control Panel / Users and Passwords. In Windows XP click on Start / Control Panel / User Accounts. Your profile name should have Administrators listed in the group permissions area.

2. My Norton Anti-Virus generates a "Malicious Script" alert. What should I do? (back to top)
This issue as been resolved as of version 3.4.5. We recommend you update. Click to download the latest version. With older versions, you should select "Authorize This Script". Norton Anti-Virus sometimes mistook PowerResearcher's interaction with Microsoft Word as script activity. PowerResearcher has been tested by Symantec (the maker of Norton Anti-Virus) and verified to be free of viruses and malicious scripts.

3. I installed PowerResearcher but it will not start. (back to top)
You probably did not have Administrator privileges when you installed. PowerResearcher requires Administrator privileges to install successfully. If your profile on your computer does not have these privileges, please contact your systems administrator. You can check your privileges level by opening Start/Control Panel/User Accounts.

4. When I double-click on a .prp file, it does not open PowerResearcher. (back to top)
You may need to associate the .prp extension with PowerResearcher. Open any folder (such as My Documents), click on the File menu option at the top, and select Folder Options. Click on the File Types tab and scroll down to see if PRP is listed and associated with PowerResearcher. If it is, you may be experiencing an issue on some computers that require you to first open PowerResearcher and then open .prp’s with the File/Open menu or ‘open folder’ icon. If PRP is not listed in the file types list, click New, enter PRP, and point to the PowerResearcher.exe file (C://Program Files/PowerResearcher/powerresearcher.exe).

5. When I double-click on a .prp file, PowerResearcher opens but not the .prp. (back to top)
This is an issue on some computers that requires you to first open PowerResearcher and then open .prp’s with the File/Open menu or ‘open folder’ icon. PowerResearcher is working to resolve this issue.

6. I am trying to capture a web page but I only get part of the page. (back to top)
Some web sites use techniques to protect content or force frame focus that limits the browser’s ability to capture the page. PowerResearcher does not attempt to circumvent these techniques. Other web sites may have errors in the coding of the page that makes it difficult for PowerResearcher to interpret and capture the page. If a page does not capture well, try refreshing the page (click the refresh button in the Browse Pane--the button with the two green curved arrows) and capturing again.

7. I’ve captured a page deep within a web site but when I try to get back to that page online by dragging the icon from the Project Pane to the Browse Pane, I get sent to the site’s home page or a main category page. (back to top)
Some sites, particularly sites dynamically generated from a database, hide URLs to deep content pages and only provide URLs to the site’s home page or some main category page. If so, PowerResearcher can only see the URL provided and thus stores that URL as the link in the Project Pane.

8. How do I capture a web page in a pop-up window? (back to top)
There should be a Capture Icon (with an ‘e’ on it) at the bottom left of the pop-up window. Just double-click or click-and-drag the icon into the Project Pane in the main PowerResearcher window (you may have to move the pop-up window around some to click-and-drag). Some web sites suppress controls in pop-up windows and, if so, these icons may not appear. In this case, try copying the URL from the pop-up window into PowerResearcher’s Address field and then capturing the page.

9. Some images do not appear when I capture a web page. (back to top)
PowerResearcher attempts to exclude advertising images (since most users do not want to capture ads). Sometimes, other images will not be captured as a result but usually these are button icons (Go, Submit, etc.). If an image that you want is not capturing, try refreshing the page (click the refresh button in the Browse Pane--the button with the two green curved arrows) and capturing again.

10. Whenever I start PowerResearcher, I get a dialog box asking if I want to download an update. (back to top)
There is a date/time stamp issue on some computers which was resolved in version 3.2.6. Please re-download and re-install. Click to download the latest version.

11. I'm having trouble saving, Microsoft Word documents in my project are behaving strangely, or the Citation/Bibliography function has stopped working.
(back to top)
The above symtoms can occur when the Microsoft Word process stops working correctly. Try shutting down PowerResearcher and then check to be sure the Word process closes also. Do this by pressing CTRL-ALT-DEL and choosing 'Task Manager'. Click the 'Processes' tab and look for ''Winword' or 'Winword.exe'. If you find it, click on it and select 'End Process'. Close Task Manager and restart PowerResearcher. A less complicated way to do the above is just to restart your computer.

12. On some web sites, I get an error message saying “javascript error… do you wish to continue running scripts on this page?”. (back to top)
Click No and continue.

13. I just upgraded to Acrobat Reader 6 and PowerResearcher stalls when I add a .pdf to my project. (back to top)
Try uninstalling Adobe Acrobat 6, uninstalling Adobe Acrobat 5, then re-installing Adobe Acrobat 6. Some users have reported problems with Adobe Acrobat Reader 6 that are unrelated to PowerResearcher (they occur when using Adobe Acrobat 6 by itself). Click HERE for Adobe Acrobat support. If you wish to install a previous version of Adobe Acrobat, they can be found HERE.

If you experience an Adobe Acrobat 6 error message calling for a Microsoft Journal .msi file, users report that installing the Microsoft Journal Viewer resolves this issue.

14. How do I uninstall PowerResearcher? (back to top)
NOTE: if you want to save your PowerResearcher Projects, be sure to remove any that may be in the C:/Program Files / PowerResearcher / Projects directory. To un-install, go to Start/Control Panel/Add or Remove Programs. Click on PowerResearcher and select Remove. If PowerResearcher does not appear in the programs list, close the control panel item and then go to My Computer/Program Files/ and delete the PowerResearcher directory.

15. I had previously installed the 30-day trial and now I've purchased. How do I put in my license key? (back to top)
PowerResearcher will remind you of its trial status when it starts. You will see a dialog box that asks if you have a license key with an input area for your Name and Key (a long series of letters and numbers with hyphens). You may want to copy-and-paste the Name and Key from the e-mail you received upon purchase because it must be input exactly. NOTE: If you received an e-mail with your Name and Key, please note that the comma after the Name is not to be included in the Name.

16. Can I capture a Flash image? (back to top)
In most cases, yes. Some web pages use a 'looping' Flash animation that causes the browser to think the page is still loading. Try clicking the Stop button (the circle with the 'X' in it) and try again. If this doesn't work, try clicking on a link to take you deeper into the site and then go back with the Back button and try again.

17. I am trying to capture a page and I get a "Warning, the browser is still processing this page..." message repeatedly. (back to top)
The page you are trying to capture may have a 'looping' Flash animation. On these kind of pages, a Flash animation plays over and over again so the browser thinks the loading of the page is never 'done'. Try clicking the Stop button (the circle with the 'X' in it) and try again. If this doesn't work, try clicking on a link to take you deeper into the site and then go back with the Back button and try again.

18. Can I capture e-mail? (back to top)
Yes. You can capture web-based e-mail just like you capture any web page. You can even capture e-mails from Microsoft Outlook with Microsoft Exchange if you access your mail through the Microsoft Outlook Web Access for Exchange Server web interface.

19. When I try to update an event in the Research Log, my changes don't "take". (back to top)
Save your project and Open it again. Your updates will now be accepted.

20. PowerResearcher tells me there is an update available. I click 'yes' and the update seems to download but my version did not change.(back to top)
You may need to start the updater manually. Follow these steps: 1) Close PowerResearcher. 2) Go to Start/My Computer/ (the drive where you installed PowerResearcher - the default is C: ) /Program Files/PowerResearcher and double-click on the “prsetup.exe” file. 3) Follow the instructions. 4) If you had installed PowerResearcher to a location other than the default, use that location at the “Choose Destination Location” dialog box.

 

Customers receive 90-days of free support after purchase. If these FAQs have not answered your question(s), please contact us by e-mail at support@powerresearcher.com . Please use the e-mail address you used when purchasing PowerResearcher so we can confirm your support status.