Search troubleshooting

While using our Australian patent search, you may encounter the following issues:

We have provided the solutions to overcome these common issues below.

Issue 1: session time out

After conducting a search and attempting to display a second page of search results the following message is displayed:

Your current session has timed out after two hours of inactivity. You have been returned to the start page for a new session.

Cause

Caching and cookie version conflicts within Internet Explorer.

Solution

We recommend the following course of action to resolve this issue:

  • Ensure that Internet Explorer checks the new versions of pages each time they are retrieved:
    • Choose ‘Tools’ and then choose ‘Internet Options’
    • Click the ‘Settings’ button
    • SelectEvery time I visit the webpage’
    • Click the ‘OK’ button
    • Click the ‘OK’ button
  • Ensure that cookies are always accepted from IP Australia:
    • Choose ‘Tools’ and then choose ‘Internet Options’
    • Click the ‘Settings’ button
    • Click the ‘Privacy’ tab
    • Click the ‘Sites’ button
    • Type ‘.ipaustralia.gov.au’ into the ‘Address of Web site’ box
    • Click the ‘OK’ button
    • Click the ‘OK’ button

In addition we suggest that you:

  • Clear all cookies from your browser:
    • Choose ‘Tools’ and then choose ‘Internet Options’
    • Click the ‘Delete’ button
    • Select ‘Cookies and website data’
    • Click the ‘Delete’ button
    • Click the ‘OK’ button
  • Clear the cache in your browser:
    • Choose ’Tools’ and then ‘Internet Options’
    • Click the ‘Delete’ button
    • Select ‘Temporary Internet files and website files’
    • Click the ‘Delete’ button
    • Click the ‘OK’ button

Issue 2: blank search return

After undertaking a valid search, the search results page returns a blank section where the results usually display.

Cause

Unknown.

Solution

There are three simple workarounds you can try:

  • Click the ‘Refresh’ button in the toolbar or use the keyboard shortcut (on Microsoft Windows computers, this is either F5 or Ctrl+R).
  • If that doesn't work, try Ctrl+F5. This shortcut will always refresh the page from the internet, regardless of what is in the cache.
  • If neither of the above measures work, you can manually delete all files in your cache:
    • Choose ‘Tools’ and then ‘Internet Options’ from the menu
    • Click the ’Delete’ button (this may take some time if the cache has not been recently cleared).

If none of the above workarounds resolve the issue, you may want to try a different web browser such as Firefox, Chrome or Opera.

Issue 3: timestamp is more than 24 hours old

The timestamp on the search results page is more than 24 hours old.

Cause

The overnight job failed at some point and rolled back to the last successful run.

Solution

Raise the issue with our Customer Service Centre on 1300 651 010.

Issue 4: 'start again' link is displayed

The 'start again' link is displayed.

Cause

Our Australian patent search gets confused when more than one window or tab is open at the same time.

Solution

Check to see if more than one window or tab of the Australian patent search is open on your computer. Close all windows or tabs and reopen only one instance of the search database.

Last updated: 
30 May 2016