Troubleshooting

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I cannot log on to STNEasy.

Ensure that you have not reversed your login ID and password. Enter the login ID first, then the password. Click Start Your Session to log on.

Ensure that you are accessing the appropriate STNEasy URL for your account. Although there are three URLs worldwide for STNEasy, your login ID is set up to access only the URL for your particular STN Service Center.

STNEasy seems unusually slow.

Response time is dependent on communication over the Internet, which is sometimes subject to bottlenecks.

STNEasy attempted to search a database that is temporarily unavailable.

Try again. If necessary, call your STN Service Center to verify availability.

STNEasy attempted to search a database for which you are not authorized.

Deselect the database from the category being searched, or ignore the error message next to that database.

My search will not run to completion.

STNEasy has some inherent limitations:

STNEasy can search up to 50 words at a time. If your search is exceeding this limit, reduce the number of words in your search question.

The fixed ceiling on the maximum number of answers per search is 8,000,000. Try to make your search question more specific by adding additional terms that must occur in each answer.

New accounts (less than 3 months old) that are set up online have a limit of $190.00 per day. Please contact Customer Service if you would like to have this limit removed.

Contact your STN Service Center for additional help.