Skip to Content

Supersearch - known issues and problems

These are the problems we know about. Please tell us if you find any other problems.

Problems logging in? See the login guide.

Supersearch known issues and problems

Downtime at 4.45am every day
Supersearch will be unavailable for about 5 minutes from 4.45am (Melbourne time) every day while the system is backed up.

Firewall and network security issues
Supersearch requires access to port 8331. If you are running personal firewall software and you cannot access Supersearch, check to see that you have enabled access to port 8331.

Some networks (especially workplaces) may restrict access to some ports. If you cannot access Supersearch you may be blocked from accessing port 8331. Contact your workplace or ISP systems support.

Some Supersearch functions will open in a new window. If you are running popup blocker software you should allow popups from Supersearch.

Error: 'Target not returning the record'
This is usually a temporary problem. Try waiting and searching again. If the problem persists please let us know. You should be able to link to the database to do a search in the database's normal interface.

Error: 'Zero size reply' or 'Page cannot be displayed'
Occasionally you may get an error page "Zero size reply" or "Page cannot be displayed" or similar. This problem happens only occasionally and usually only for a quite specific action. Most commonly this occurs when attempting to go to the full view for a particular record. You will usually find that Supersearch works normally for all other actions.

The problem is fixed in the next update to the software, currently scheduled for early November.

When saving a file, the 'Save file' window does not open/file is not saved
Security settings in your browser may stop Supersearch saving records. For example, if the save window does not open automatically in Internet Explorer, click the Information Panel at the top of the screen, then choose Download File.

Full text known issues and problems

Firewall and network security issues
The full text service requires access to port 9003. If you are running personal firewall software and you cannot access full text, check to see that you have enabled access to port 9003.

Some networks (especially workplaces) may restrict access to some ports. If you cannot access Supersearch you may be blocked from accessing port 8331. Contact your workplace or ISP systems support.

Full text opens links in a new window. If you are running popup blocker software you should allow popups from the full text service.

Full text did not link to the article
Full text will link you as close as it can to the article, but because of technical limitations in some databases full text may sometimes only be able to link you to the table of contents page, the journal home page, or the database start page. Use the citation details on the menu to navigate to the journal article.

These databases do not allow deep linking so full text will only be able to link to the database start page: Business & Industry, eLibrary Australasia, Factiva.

Sometimes full text will not connect you to the article because the details in the citation boxes are incomplete or incorrect. If you know the correct details you can enter these into the Year, Volume, Issue and Start page boxes on the menu before clicking the link.

Full text says there is full text but the database doesn't have full text
The full text service may have a link to the full text but when you go to the database there is no full text available.

Sometimes journal titles are removed from databases and it can take several months for the changes to be updated in the full text service. Therefore there are sometimes a small number of links to full text in the full text service when the full text is actually no longer available. Journal titles are most likely to be withdrawn from "aggregation databases" including Business & Industry, EBSCOhost, Elibrary Australasia, Factiva, Informit, InfoTrac, and ProQuest.

Check the menu to see if full text is available from another database, or check the library's online journals directory to see if the journal is available in another database. The online journals directory is usually more up to date than the full text service, although there are still delays in updating changes.

Software error: SFXResolver::Engine::load_parser: Cannot load target parser 'Parsers::TargetParser::CATALOG::ALL'
You will get this error if you click the link on the full text menu to "Check holdings in Other library catalogues" but you forget to select a library from the dropdown list. Select a library from the dropdown list, then click the link.

Supersearch and full text - Problems with specific resources

In Supersearch, click the information button information next to a database to see any database-specific issues and problems.