The search results that won't show.

New Here ,
Jun 06, 2018 Jun 06, 2018

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Anybody else run into this problem. I do an image search on Adobe Stock it matters not what subject I may get a hundred thousand image results and the first page of image results loads fine, but the moment I go to page 2 of results  all I get is a blank results page and 'Sorry no results were found with that term' despite thousands showing up in the results.

It only happens on my PC my Mac (which is not my main machine) seems unaffected, also if I sign out of the account and then do a search it seems fine then, I've used all three browsers Edge, Chrome, and Firefox all with the same problem, in fact Edge won't show anything at all.

I'm running Windows 10 and I have Kaspersky as my security.

Any ideas?

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correct answers 1 Correct Answer

Adobe Employee , Jun 29, 2018 Jun 29, 2018
Hi Steve,We've determined that Kapersky Anti-virus is preventing pages from loading properly. Please review: WORKAROUND: Unable to see search results and let us know whether or not this resolves the issue for you.EBQ

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Adobe Employee ,
Jun 06, 2018 Jun 06, 2018

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Hi Steve,

Sorry to hear that.

Can you please let us know the exact keyword which you are searching on the Adobe Stock website so that we can further assist you?

Regards,

Twarita

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New Here ,
Jun 06, 2018 Jun 06, 2018

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Any subject you choose will come up with the same problem for instance 'Clouds' 'Storm Clouds'.

I did however install a fourth Browser - Vivaldi and that seems to be unaffected by this problem, which makes me wonder if there's a security feature that's interfering.

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Adobe Employee ,
Jun 06, 2018 Jun 06, 2018

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Hello Steve, while I wasn't not able to reproduce your issue from my ends (on PC w/ browsers you listed) - I would like to know more about your account & other environment settings as it appears that problem exist once you login to Stock site.

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New Here ,
Jun 07, 2018 Jun 07, 2018

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My PC info:

Operating System

Windows 10 Home 64-bit

CPU

Intel Core i7 6700HQ @ 2.60GHz 49 °C

Skylake 14nm Technology

RAM

16.0GB Single-Channel Unknown @ 1064MHz (15-15-15-36)

Motherboard

Dell Inc. 0N7TVV (U3E1) 25 °C

Graphics

DELL UP3216Q (3840x2160@60Hz)

Generic PnP Monitor (3840x2160@60Hz)

Intel HD Graphics 530 (Dell)

2047MB NVIDIA GeForce GTX 960M (Dell) 51 °C

ForceWare version: 397.93

SLI Disabled

Storage

476GB PC300 NVMe SK hynix 512GB (RAID)

931GB Western Digital WD My Passport 259F USB Device (USB (SATA)) 34 °C

931GB Samsung M3 Portable USB Device (USB (SATA)) 35 °C

465GB Western Digital WD 5000AAV External USB Device (USB (SATA)) 36 °C

1862GB Western Digital WD My Book 1140 USB Device (USB (SATA)) 27 °C

Optical Drives

No optical disk drives detected

Audio

Realtek Audio

My OS environment and System

Operating System

Windows 10 Home 64-bit

Computer type: Tablet

Installation Date: 22/05/2018 02:48:11

Serial Number: T487Y-B28W8-2QFXC-P8PBR-6Q7X4

  Windows Security Center

   User Account Control (UAC) Enabled

   Notify level 2 - Default

  Windows Update

   AutoUpdate Not configured

  Windows Defender

   Windows Defender Disabled

  Firewall

   Firewall Enabled

   Display Name Kaspersky Total Security

  Antivirus

    Windows Defender

     Antivirus Disabled

     Virus Signature Database Up to date

    Kaspersky Total Security

     Antivirus Enabled

     Virus Signature Database Up to date

  .NET Frameworks installed

   v4.7 Full

   v4.7 Client

   v3.5 SP1

   v3.0 SP2

   v2.0 SP2

  Internet Explorer

   Version 11.48.17134.0

  PowerShell

   Version 5.1.17134.1

  Java

    Java Runtime Environment

     Path C:\Program Files (x86)\Java\jre1.8.0_171\bin\java.exe

     Version 8.0

     Update 171

     Build 11

  Environment Variables

   USERPROFILE C:\Users\Magni

   SystemRoot C:\WINDOWS

    User Variables

    Machine Variables

  Battery

   AC Line Online

   Battery Charge % 100 %

   Battery State High

   Remaining Battery Time Unknown

  Power Profile

   Active power scheme My Custom Plan 2

   Hibernation Enabled

   Turn Off Monitor after: (On AC Power) 15 min

   Turn Off Monitor after: (On Battery Power) 10 min

   Turn Off Hard Disk after: (On AC Power) 20 min

   Turn Off Hard Disk after: (On Battery Power) 20 min

   Suspend after: (On AC Power) Never

   Suspend after: (On Battery Power) 45 min

   Screen saver Enabled

My Account is a full subscription package to the whole Adobe CC suite, everything else in terms of Software just about works fine.

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Adobe Employee ,
Jun 07, 2018 Jun 07, 2018

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Can you try with Kaspersky disabled?  I will give a try with trial version once I am in the environment where it's allowed to use.

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Adobe Employee ,
Jun 29, 2018 Jun 29, 2018

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Hi Steve,

We've determined that Kapersky Anti-virus is preventing pages from loading properly. Please review: WORKAROUND: Unable to see search results and let us know whether or not this resolves the issue for you.

EBQ

EBQ

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Adobe Employee ,
Jun 27, 2018 Jun 27, 2018

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Hi Steve,

We may have found a workaround for your issue. After you see the message that no search results are found, and you know that there are more results, remove getfacets=0 from the end of the URL and refresh the page. This will allow you to remain signed in while you search and we investigate.

Please let us know if this workaround works for you.

EBQ

EBQ

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