Troubleshooting

1. I'm having trouble installing 1-Click AnswersTM. What should I do?
2. I just installed IE7 and now 1-Click Answers doesn't work.
3. When I Alt-Click, or even type into the pop-out AnswerBar, nothing happens. What's going on?
4. My pop-out AnswerBar has disappeared. How do I get it back?
5. Why can't I hear the word pronunciation?
6. How can I use Alt-Click in other programs, like MS Word, and still be able to use 1-Click AnswersTM?
7. Why doesn't my Alt-Click work in some applications, such as Adobe Acrobat Reader?
8. Whenever I Alt-Click, my TrillianTM Preferences dialog box pops up. What gives?
9. I just installed 1-Click AnswersTM, but I can't see the IE Toolbar in my Internet Explorer. Where is it?
10. I've set my Answers IE Toolbar to "Open Answer in New Window", but when I look up a word, nothing happens.
11. When viewing the Translations, why do I see gibberish instead of foreign characters?
12. Why do the Pronunciation Key characters show as rectangles, rather than the correct symbols?
13. When I try to enter non-Latin characters into the pop-out AnswerBar, gibberish comes out. How do I look up non-English words?
14. When I try to look up a word, I get a message like "This page cannot be displayed" or "cannot connect to server." What should I do?
15. My Internet Explorer is set to "Empty Temporary Internet Files folder when browser is closed." But if 1-Click Answers is running, the files aren't deleted. Why not?
16. When I try to uninstall 1-Click AnswersTM, I get a message that says, "Could not open INSTALL.LOG file." What can I do?

1. I'm having trouble installing 1-Click AnswersTM. What should I do?
   
   We have received reports of pop-up blockers and software firewalls interfering with the 1-Click AnswersTM automated installation. When this occurs, the best thing to do is download and install the full installation file from here: AnswersSetup.exe.
   When prompted by your browser, choose Run or Open to initiate the installation.
   
   
   
2. I just installed IE7 and now 1-Click Answers doesn't work.
   
   We have released a version of 1-Click Answers that is compatible with IE7 and Windows Vista. You can upgrade 1-Click Answers software from http://www.answers.com/main/download_answers_win.jsp. There is no need to uninstall the current version first.
   
   
   
3. When I Alt-Click, or even type into the pop-out AnswerBar, nothing happens. What's going on?
   
   You need to make sure that Windows knows which is your default browser. If your operating system is Windows XP:
   1. Close all programs, along with 1-Click Answers (right-click the icon in the System Tray, near the clock, and choose Exit).
   2. Click Start, then 'Set Program Access and Defaults'
   3. Select 'Custom', then click the arrow beside Custom to expand the list
   4. Under 'Choose default Web browser', select your browser
   5. Click OK
   
   If you are using another operating system, go to the Options or Preferences of the browser you use and make sure it is set to be your default browser.
   
   
   
4. My pop-out AnswerBar has disappeared. How do I get it back?
   
   The AnswerBar is a toggled (on/off) option on the 1-Click AnswersTM menu. To enable or disable the AnswerBar, simply right-click the 1-Click AnswersTM icon in the Notification Area (near the clock) and select "Show AnswerBar".
   
   The AnswerBar can be moved to any spot along either side of the screen. First, minimize the AnswerBar so that you see only the half-circle with an arrow. Now move your mouse pointer over the green area, click your left mouse button and drag it wherever you want. When you release the mouse button, it will attach itself to whichever side of your screen is closest.
   
   
   
5. Why can't I hear the word pronunciation?
   
   For starters, do you hear other sounds clearly? If not, please make sure your speakers are plugged in, both to the computer and electricity, switched on, with the volume turned up. Make sure you have the speaker icon in the Notification Area (near the clock). Click it to scale up the volume, and make sure the Mute box is not checked.
   
   To hear the pronunciations, you also need to make sure your browser is set to play web sounds. If you're using Internet Explorer, here's how:
   
   1. Click Start, (Settings,) Control Panel.
   2. If Control Panel is in Category view, click 'Network and Internet Connections', then Internet Options. If Control Panel is in Classic View, click Internet Options.
   3. Click the Advanced tab
   4. Under Multimedia, make sure that 'Play sounds (in web pages)' is checked.
   5. Click OK
   
   To hear the pronunciation in Firefox, make sure JavaScript is selected in Tools, Options, Web Features.
   
   Firefox also requires that Quicktime be installed and configured in order to play the embedded WAV files in Answers.com. You probably already have Quicktime installed, but if not, you can download it from http://www.apple.com/quicktime/download/
   
   In addition, you need to configure your QuickTime to play embedded WAV files in your Firefox. Here's how:
   
   1. Close down your Firefox
   2. Open QuickTime
   3. Click Edit, Preferences, QuickTime Preferences
   4. Make sure the pull-down menu at the top is on Browser Plug-in
   5. Click on the Mime Settings button
   6. Expand Audio
   7. Add a check mark to WAVE audio file
   8. Click OK
   
   
   
6. How can I use Alt-Click in other programs, like MS Word, and still be able to use 1-Click AnswersTM?
   
   1-Click AnswersTM allows you to change the activation key. You will then be able to use the Alt-Click combination in other programs, which may not provide this flexibility.
   
   To change activation key or mouse button:
   1. Right-click the 1-Click AnswersTM icon in the Notification Area (near the clock)
   2. Click the Activation tab
   3. Choose the key(s) and/or mouse button you want to use to activate 1-Click AnswersTM, such as Ctrl-Shift-RightClick
   4. Click OK
   
   
   
7. Why doesn't my Alt-Click work in some applications, such as Adobe Acrobat Reader?
   
   Alt-Clicking will not work if you are pointing to text which is actually a graphic image, or if the text is being displayed in an application that uses non-text functionality to display text, such as Adobe Reader or CorelDraw.
   
   In order to use 1-Click AnswersTM in Adobe Acrobat Reader (PDF) files, you must first select the text, as if you were going to copy it. Click the "Select" icon on the Acrobat Reader toolbar to switch to Text Select mode. Then highlight the word or words you want to look up and press Alt-Click. Note that some PDF files are encoded with security that disables the Text Select mode. 1-Click AnswersTM' Alt-Click will not work in those files.
   
   
   
8. Whenever I Alt-Click, my TrillianTM Preferences dialog box pops up. What gives?
   
   1-Click Answers uses the same shortcut for looking up words that TrillianTM does for opening the Preferences. Assuming you don't need a shortcut for opening TrillianTM Preferences, we recommend disabling that option, as follows:
   
   
   1. Right-click the Trillian icon in your System Tray and select Trillian Preferences
   2. Click Advanced Preferences
   3. Click Automation
   4. Remove the check mark beside Hotkey: Ctrl-Alt-C
   5. Click Close
   
   If you prefer to switch your 1-Click Answers shortcut, that will also work. See the FAQ on changing the activation sequence in 1-Click Answers.
   
   
   
9. I just installed 1-Click AnswersTM, but I can't see the IE Toolbar in my Internet Explorer. Where is it?
   
   If you are using Windows NT, 2000 or XP, you must be an Administrator of your local machine to install the IE Toolbar.
   
   If you do not see the Toolbar, pull down the View menu and click Toolbar. Then click on '1-Click AnswersTM'.
   
   If '1-Click AnswersTM' is not in your list of Toolbars, make sure you have not disabled third-party browser extensions in your IE settings (IE6 only):
   1. Click Tools, (Setting,) Control Panel
   2. Run Internet Options
   3. Click the Advanced tab
   4. Make sure there's a checkmark beside 'Enable third-party browser extensions'
   5. Click OK
   Some versions of IE have a known problem with displaying toolbars. The Answers IE Toolbar may be listed under another name, or with no name at all. To reset all of your IE toolbars, click here. This registry tweak will force IE to rebuild your toolbars. You may need to re-enable the toolbars you want to see after running this fix, by clicking View, Toolbars.
   
   
   
10. I've set my Answers IE Toolbar to "Open Answer in New Window", but when I look up a word, nothing happens.
    
    You probably have a pop-up blocker installed that is keeping the new window from opening. Note that your pop-up blocker may be part of another program, as most Internet tools have them built-in these days. Windows XP SP2 also includes a pop-up blocker.
    
    Most pop-up blockers use the Ctrl key as an override. Hold down Ctrl when clicking on the button to allow the pop-up through.
    
    
    
11. When viewing the Translations, why do I see gibberish instead of foreign characters?
    
    Your browser does not have the correct language packs installed for that language.
    
    If you are using Internet Explorer 6, you need to make sure that "Install on Demand" is enabled, as follows.
    
    1. Click Start, (Settings,) Control Panel.
    2. If Control Panel is in Category view, click 'Network and Internet Connections', then Internet Options.
    
    If Control Panel is in Classic View, click Internet Options.
    
    3. Click on the Advanced tab.
    4. Ensure that 'Enable Install on Demand' is checked.
    5. Click OK twice
    
    
    
12. Why do the Pronunciation Key characters show as rectangles, rather than the correct symbols?
    
    If you are seeing squares instead of letters and pronunciation symbols, click here to download the Lucida Sans Unicode (True Type) font. (If you are having difficulties downloading the file, please contact our Support Team). Then, perform the following steps to install this font on your system:
    1. Click Start, Settings, Control Panel.
    2. Choose Fonts.
    3. From the menu choose File, then Install New Font.
    4. Choose the drive letter and location of directory where you downloaded the font file to (the default is the Windows desktop).
    5. In the list of fonts, you should see Lucida Sans Unicode (True Type). Click on it.
    6. Ensure that the Copy fonts to Fonts folder (bottom middle of the screen) is checked.
    7. Click OK.
    
    
    
13. When I try to enter non-Latin characters into the pop-out AnswerBar, gibberish comes out. How do I look up non-English words?
    
    The AnswerBar does not support Unicode character codes. We recommend using the lookup bar at Answers.com, or the Answers.com toolbar in your browser.
    
    
    
14. When I try to look up a term with 1-Click AnswersTM, I get a message like "This page cannot be displayed" or "cannot connect to server." What should I do?
    
    You must be connected to the Internet in order to access Answers.com. If you are connected to the Internet, then consider the following tips and tweaks. You may not need to follow all of these steps, but we recommend trying them in the order they appear, which is based on our experience and user feedback.
    • If you are using 1-Click AnswersTM, make sure you have the latest version installed. To update 1-Click AnswersTM, right-click the icon in the Notification Area (beside the clock) and click 'Check for latest version'.
    • Exit 1-Click AnswersTM (right-click the icon in the Notification Area, near the clock, and choose Exit). Then, reload 1-Click AnswersTM from the Start Menu.
    • If you are using software to monitor your Internet connection -- like firewalls, cookie controllers, ad blockers and the like -- you must configure these utilities to allow 1-Click AnswersTM free access to the Internet. If your security applications deal with addresses, you need to allow access to http://www.answers.com.
      
      Better yet, we recommend that you uninstall 1-Click AnswersTM, remove the 1-Click AnswersTM entry in your software firewall, then download and re-install 1-Click AnswersTM. After installation, you will be prompted to permit 1-Click AnswersTM to access the Internet - answer Yes.
    
    
    
15. My Internet Explorer is set to "Empty Temporary Internet Files folder when browser is closed." But if 1-Click Answers is running, the files aren't deleted. Why not?
    
    1-Click Answers is actually a special type of Internet Explorer browser client. As long as 1-Click Answers is running, your Internet Explorer is still running. To empty your browser cache automatically, make sure to exit 1-Click Answers before closing your IE.
    
    
    
16. When I try to uninstall 1-Click AnswersTM, I get a message that says, "Could not open INSTALL.LOG file." What can I do?
    
    If the INSTALL.LOG file has been deleted or damaged, you can uninstall 1-Click AnswersTM manually, as follows:
    1. Exit 1-Click AnswersTM by right-clicking the icon in the Notification Area (beside the clock).
    2. Open My Computer /Windows Explorer
    3. Browse to C:\Program Files and delete the following folders, if they are still there
       &mdash C:\Program Files\1-Click Answers
       &mdash C:\Program Files\Common Files\GuruNet Shared
    4. Browse the Start Menu, All Programs, to the Startup group. If there is a 1-Click Answers entry in the Startup group, right-click it and choose Delete.
    Afterwards, you can still enjoy the value of Answers.com by browsing to http://www.answers.com in your Web browser and typing into the lookup bar there.