10 Replies Latest reply: May 2, 2008 10:15 AM by Rachel R
William Boyd, Jr. Level 6 Level 6 (10,515 points)
I realize this has nothing to do with Apple discussions, but I can't find a better place for it. The search capability at www.apple.com/support seems to be broken. I've tried search different search terms, but the result in every case is a "Search Result" page with a spinning gear.

PowerBook G4 12" 867 MHz, Mac OS X (10.4.11), Safari Version 3.1.1
  • a brody Level 9 Level 9 (64,200 points)
    Be patient, it should eventually render the search result. Can you give us an example of what you were searching for?
  • ali brown Level 7 Level 7 (26,465 points)
    Hi William!

    Try this one Search Apple Support instead.

    ali b
  • William Boyd, Jr. Level 6 Level 6 (10,515 points)
    ** Be patient, it should eventually render the search result. **

    Not within two hours?

    ** Can you give us an example of what you were searching for? **

    Here's what I did earlier this morning:
    1) Went to http://www.apple.com/support
    2) Entered in the search box just to the right of the "Support" tab near the top of the screen the text "time capsule manual" (without the quotes).
    3) Pressed the "return" key.
    Two hours later the "gear" was still spinning.

    Message was edited by: William Boyd, Jr. to correct a mistake in the URL.
  • William Boyd, Jr. Level 6 Level 6 (10,515 points)
    Thanks. That one works just fine. This leaves unanswered the question of why my original search (described in another post in this thread) didn't work.

    Is there an easy way to navigate to the URL you gave from www.apple.com, or should I just set a bookmark?
  • a brody Level 9 Level 9 (64,200 points)
    I just did your original search from http://www.apple.com/support/ (not http://www.apple.support/ which I suspect was a typo) and it came up in 3 seconds. What part of the world are you searching from?
  • William Boyd, Jr. Level 6 Level 6 (10,515 points)
    You caught my message between the time I originally posted it and the time when I corrected that URL.

    I just noticed another search box in that page to the far left of the window under the tab bar. A search there works as expected. A search using the search box at the right end of the tab bar takes forever. What's the difference between the two? The one on the left is labeled "Search Support", which is presumably what it does. The other is just labeled "Search". Does it perhaps try to search all of www.apple.com?

    I doubt that it matters, but I'm in the U.S.
  • a brody Level 9 Level 9 (64,200 points)
    Yes, the search on the right searches all of Apple.com
    The search on the left searches just support.
  • William Boyd, Jr. Level 6 Level 6 (10,515 points)
    Thanks for the confirmation. Should it really take over two hours to search all of www.apple.com?
  • a brody Level 9 Level 9 (64,200 points)
    Whether it should or shouldn't it obviously isn't tied to the same index. As an end user I agree it is unclear what it is for, especially if you have a smaller screen and scroll to the right to see that, and you are on dialup, and sometimes the toolbar renders before the rest of the support page. I suggest anyone having difficulty with the website, please visit http://www.apple.com/contact/feedback.html and let them know it is confusing. Hopefully enough people will to make a change so that it is understandable what the results are for.
  • Rachel R Level 6 Level 6 (18,700 points)
    William Boyd, Jr. wrote:
    2) Entered in the search box just to the right of the "Support" tab near the top of the screen the text "time capsule manual" (without the quotes).


    Just FYI, that is not the support site search. That field searches the entire site. (Note that that same field is in the menubar on every Apple.com web page. It just happens to be to the right of the Support tab in the menubar, since it's the rightmost tab.) To search the support site, you use this search field towards the upper left side of the Support page:

    Search screenshot

    Here's what I did earlier this morning:
    1) Went to http://www.apple.com/support
    2) Entered in the search box just to the right of the "Support" tab near the top of the screen the text "time capsule manual" (without the quotes).
    3) Pressed the "return" key.
    Two hours later the "gear" was still spinning.


    Like a brody, I just did this search and had a page of search results within a couple of seconds, looking like this:

    Search screenshot

    (I was editing this post while you and a brody came to some of the same conclusions. )

    Message was edited by: Rachel R