Quick answer
Allow pop-ups for the InfoTrack site so results can open. Confirm your account isn't on an account or billing hold. If you use LEAP or Actionstep, run the search from the matter, not directly on the InfoTrack website. Then check InfoTrack's status page before retrying.
WHY IT HAPPENS
The order went through — the result got stuck.
Most InfoTrack searches open results or receipts in a new window, so a pop-up blocker can make a completed search look like it failed. Beyond that, an account or billing hold can quietly pause new searches, and launching a search directly on the InfoTrack site — when your firm normally starts it from LEAP or Actionstep — can break the link back to the matter. Occasionally the government registry InfoTrack queries, or InfoTrack itself, has a temporary outage. Work through the checks below before re-ordering.
WHAT TO CHECK
Work through these in order.
- Allow pop-ups for InfoTrackResults, receipts and some search steps open in new windows. If pop-ups are blocked, the search can complete without you ever seeing it. Click the pop-up-blocked icon in the address bar and always allow pop-ups for the InfoTrack site, then retry.
- Launch from your practice management system, not directlyIf your firm uses LEAP or Actionstep, start the search from inside the matter so results and disbursements post back automatically. Running it straight from the InfoTrack website can leave results disconnected — and cause searches to behave unexpectedly.
- Check for an account or billing holdAn overdue account or a credit hold can pause new searches without an obvious error. If searches suddenly stopped working across the whole firm, ask your account administrator to confirm the InfoTrack account is in good standing.
- Clear your browser cache and try againA stale session can leave searches hanging. Clear cached files for the last hour, close all browser windows and reopen. Testing in a private/incognito window quickly tells you if the cache is the culprit.
- Check the InfoTrack status pageIf the search itself, or the registry behind it, is down, no amount of local troubleshooting will help. Check InfoTrack's status page or ask a colleague whether their searches work before spending more time on your own PC.
- Give it a moment, then retry carefullySome searches genuinely take longer while a registry responds. Wait a short while rather than clicking order repeatedly — re-ordering can mean paying for a duplicate. If it truly failed, retry once.
- Contact InfoTrack support with the detailsIf a search took payment but never returned a result, InfoTrack support can find the order and sort it out. Note the date, matter and search type so they can trace it quickly.
If searches keep failing across the office — especially through the LEAP or Actionstep integration — the issue is more likely in the integration, browser policy or network than on any one machine. That's the point to bring in your IT provider so it's fixed centrally instead of person by person.
