FAQ

System Operation Billing Questions Monthly Subscription Questions Hardware and Software Requirements	Common Issues: Retrieve my password Add a new county Cannot View PDF with MS Edge Browser Expired credit card Document requested is not attached Image Viewing Issues Issues with Viewing Large Documents
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System Operation  <top>
When I perform a search, it seems I never find the document I am looking for. What am I doing wrong? Remember, ALL the criteria you enter must match in order for a document to appear on the search results list. So, if you have entered a name, a date, a document type, and a file number; and the document type does not match, the document will not appear. If you have a book/page or a file number, that is normally all you need to enter to go directly to your document. Name searches alone work well, be sure to enter the names as shown. Why am I not able to view images? Tierra.CountyRecords.com images are standard Group IV TIFF images with either a .TIF extension or a 3-digit page extension (.001, .002, etc.). Your computer needs to have a viewer that is capable of viewing these images. With Windows 10 and WIndows 7, the Windows Photo Viewer is the default viewer and works well. Previous Windows version had similar Windows Picture and Fax Viewers that worked fine. Some programs, upon installation, replace the above programs as the default TIFF image viewer and work well. Others programs, however, may not be able to view TIFF image. These programs include Quicktime for Windows which does not properly display TIFF images. Finally, if you are having trouble viewing images, try the Convert to PDF link to view the document as a Acrobat PDF file. Please refer to our Image Viewing Help Page for more information. Issues with Viewing Large Documents Images on Tierra.Countyrecords.com are typically stored as single-page TIFF images. When you view a document, the system must first create a multi-page TIFF image to enable the "All Pages" view link. For large documents of 50 pages or more this takes some time. So if your document is incomplete when viewed, try again and give it a little extra time before clicking the "All Pages" link. Similarly, when you click the "PDF All Pages" link the system must convert the multi-page TIFF to a multi-page PDF which can take some time on large documents. So give it a little extra time before clicking the "Click here to load the converted document" link. The screen will show an estimated time to wait, but the document is usually converted well before the time shown. Issues with the Microsoft Edge Browser that comes with Windows 10 If you use the Microsoft Edge Browser and see a blank page when you view PDF document, click the ... icon in the upper right and select Open with Internet Explorer. Alternatively, you can use Google Chrome on Windows 10 without issues. Are there any hot keys available with Tierra.CountyRecords.com? The normal Windows hot keys are applicable. Also, on the Search Critieria screen, ALT-S with select the SEARCH button. How often are these database updated? It depends on the county but we receive records for every county at least once a week. You can click on the COUNTY SUMMARY SHEET link or the NEWS link in the top menu to view the dates of each database.
Billing Questions  <top>
How can I review my outstanding charges? After logging in, you will find a Review Invoices link in the upper right hand corner of most Tierra.CountyRecords.com pages. Click that and then select Detail Invoice or Summary Invoice to view the charges that are outstanding. How can I review my historical charges? After logging in, you will find a Review Invoices link in the upper right hand corner of most Tierra.CountyRecords.com pages. Click that and then enter the month and year to report in the historical invoice box. Then click the View History button. When does my credit card get charged for outstanding charges? For standard rate plans where you pay for the searches you perform, billing occurs on the first business day following the 15th of the month as well as on the first business day following the end of month for any outstanding charges. For subscription plans, billing occurs on or near the day of your first transaction for the month. If there are overage charges, these are billing on the first business day following the end of the month. Will I receive a record of charges incurred? Yes. When your credit card is billed, an e-mail is delivered to the e-mail address that you entered when you registered. This includes detail information of your charges. This e-mail is sent from tierra@countyrecords.com so please ensure that it will pass through your SPAM filter. My credit card has expired. How do I fix that? Login to Tierra.Countyrecords.com. Select the Modify Account link in the upper right. Click the Credit Information link. Enter your new Credit card information. Be sure to enter your credit card security Code in the box provided. Scroll to the bottom and click Update Account. Can I change this e-mail address or other account information? Yes. After logging in, you will find a Account Update link in the upper right hand corner of most Tierra.CountyRecords.com pages. This takes you to a form where you can change your account information including your e-mail address, credit card number, etc. I started using Tierra.Countyrecords.com and now want to change from a Standard Plan to a Monthly Subscription. Is this possible? Yes, we recommend that on the first of the month, before performing any Tierra.Countyrecords.com searches, you change the account by clicking the add/remove a county link in the upper right hand corner of the page. Select the appropriate billing plans and click the Save Billing Plan button at the bottom. To prevent, duplicate billings, the system will not allow you to change your billing plan if you have already performed searches for the month. You may call or e-mail us to arrange the switch to a different plan if you wish. Contact the Billing Contact on our Contact Page. How can I track my searches back to a client or project so I can bill my clients? At the top of the search criteria screen is a Tracking Number box. If you place a code in there to identify your searches, it will appear on your invoice copies. Click here for more information How do I build a runsheet containing several search criteria? Or do I have to print the results of each search? You can use the APPEND ANOTHER SEARCH feature to build a runsheet as follows: Enter the search criteria for your first search and click SEARCH. If there are some records that do not apply to your final runsheet, you can remove these by checking the box to the left of the document and then clicking the REMOVE button at the very bottom. Click the APPEND ANOTHER SEARCH button at the bottom of the page. The system will tell you it has saved your first search and give you a "Click here to perform another search" link. Click that and you will get a blank search criteria page. Enter the criteria for your 2nd search and click SEARCH. You may repeat steps 3, 4 and 5 as needed. Once you are ready to print a runsheet, click the GENERATE REPORT button and select from the report choices shown.
Monthly Subscription Questions  <top>
What is the billing cycle for a monthly subscription? Monthly subscriptions are always on a monthly cycle. Even if you register on February 17th, the monthly subscription fee that you pay is for the month of February. What if I signed up for a subscription at the very end of the month? Our policy is that if a new user signs up AFTER the 25th of the month, then the subscription will run through the end of the following month. So, if you are a new user subscriber and sign up on February 27th then the subscription period for your first month will run through March 31st. This does not apply to existing subscribers, only first-time subscribers. What if I do not think I will be using the Tierra.Countyrecords.com for much in a given month? If you are a subscriber and feel that you will not use the system very much in the current month then, on the 1st of the month before performing any searches, you should change your billing plan to a standard plan (pay-as-you-go). Then the following month, if your activity will warrant a subscription, then change it back to a subscription. You can change your billing plan by clicking the add/remove a county link in the upper right hand corner of the page. Select the appropriate  billing plans and click the Save Billing Plan button at the bottom.
How do I build a runsheet containing several search criteria? Or do I have to print the results of each search? You can use the APPEND ANOTHER SEARCH feature to build a runsheet as follows: Enter the search criteria for your first search and click SEARCH. If there are some records that do not apply to your final runsheet, you can remove these by checking the box to the left of the document and then clicking the REMOVE button at the very bottom. Click the APPEND ANOTHER SEARCH button at the bottom of the page. The system will tell you it has saved your first search and give you a "Click here to perform another search" link. Click that and you will get a blank search criteria page. Enter the criteria for your 2nd search and click SEARCH. You may repeat steps 3, 4 and 5 as needed. Once you are ready to print a runsheet, click the GENERATE REPORT button and select from the report choices shown.
Hardware and Software Requirements  <top>
High speed Internet connection TIFF Image Viewer (refer to our Image Viewing Help Page for more information) Recommended printer: Laser Minimum monitor: 17 inch at 800x600 resolution Recommended monitor: 17 inch or better at 1024 x 768 resolution For PDF viewing: PDF Viewer or Acrobat Reader

 

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