Frequently Asked Questions

If you have any questions about using IMAPP or IRIS that are not covered here, please Contact Us

IMAPP Frequently Asked Question

How do I log in to IMAPP?

In most cases, the log in will be the same User Name and Password you use to log in to your MLS or CIE. In some instances, the board will create a specific password for members, which can be obtained by contacting your board. For individual subscribers, User Name and Password information will be provided by IMAPP. If you need assistance, you can contact us at 800.208.1210. Please keep in mind that our Support Technicians are here to assist and direct you, but cannot give out specific Password information.

I entered in my User Name and Password to log in, but I got an 'INVALID USER NAME OR PASSWORD PROVIDED' message

In most instances, it may be a matter of case-sensitivity. Try re-typing in the User Name and Password information in lower case and then log in. If your MLS password changed, use the old password for 24 hours until our servers are updated overnight.

I just changed my password in my MLS? Why canít I log into IMAPP?

It may take from 2 to 24 hours for us to receive any password changes from the MLS. If you cannot log in with your new password, enter your previous password until the next business day.

Why do I have to log in to IMAPP each time I use the program?

The system is not a public site, and is therefore password protected. The program does have a feature that will 'remember' your profile and will allow you to access without having to sign in with a User Name and Password.

On the sign in screen, look for the 'Save Login Information' option and select it. This feature will place 'cookies' on your computer to help our system recognize your profile and automatically log you in. In order for this feature to work properly, you will need to make sure that you have set your Internet Options to 'Allow Cookies'. To do this, open your Internet Browser. Open up 'Tools', and then select 'Internet Options' Look for the 'Privacy' tab, and then select the 'Sites' button. Then, enter in the URL address for the IMAPP site into the line for 'Address of website'. Click on the 'Allow' button. Now your computer will be configured to allow cookies from IMAPP.

I canít link out to IMAPP from the MLS, or I canít get the mail label or download features to work

The best way to deal with these issues is to enable pop-up blockers and make IMAPP a trusted site in within your Internet Options. To enable pop-up blockers, follow the same steps as detailed in the previous question. When you get to the 'Privacy' tab, look for the section title 'Pop-up Blocker'. Then click on the 'Settings' button. Enter in the URL address for the IMAPP site in the 'Address of website to allow:' field.

This will enable pop-up blockers, which may interfere with linking out to our program from an MLS, or with the Mail Label and Download features.

To make the IMAPP program a trusted site, from Internet Options look for the 'Security' tab and select. Click on the icon for 'Trusted Sites', and then click on the 'Sites' button.

Enter in the URL address for IMAPP into the field titled 'Add this website to the zone' and then select the 'Add' button.

Note You may also need to check the settings for your personal computer firewall (such as Norton or Verizon). In most cases, the firewall will request whether or not to allow the site to be accessed from the internet. Contact the support for your Internet Firewall provider for more details.

Also, if you work in an office environment from a network, you might need to contact your System Administrator in order for your computer to be configured to allow access to our site.

I can see a tax record in the IMAPP system, but I donít see a map

The IMAPP system is best viewed if your Screen Resolution is set to 1064 x 768. In order to do this (may vary by operating system), go to your desktop and left click on a blank portion of the screen so that a menu appears.

Left click on the 'Properties' option. Then locate the 'Settings' tab and select. Locate the section titled Screen Resolution and move the scroll bar to display '1024 x 768'.

Select the 'Apply' button. If necessary, shut down and reopen your computer. Log in to the IMAPP system and search for a tax record. The map should now appear.

In some cases, the map may not appear due to the internet browser you are using. Firefox, for example, may need to be configured to allow a map view. In this case, first make sure you have upgraded to the most current version of Firefox. Open up Firefox, select 'File' then 'Page Setup' and from this tab make sure the 'Print Background' option is selected.

The view I see in IMAPP is all jumbled. Why is this? The problem is most likely due to the default DPI setting having been changed to your computer. To correct this, start by right clicking in a blank area on your desktop so that the menu appears with the 'Properties' option displayed. Left click on 'Properties, and then select the 'Settings' tab. Locate the button titled 'Advanced' and left click on it.Then locate the drop down options for selecting DPI setting. Choose the option for 'Normal size (96 DPI)' and click 'Ok'.

If you are using Vista, from the Start menu click on 'Control Panel'. Then Type 'Adjust Font Size' in the search box. This will take you directly to the link for the DPI Scaling. Click on 96 DPI.

I have followed all the steps outlined above, but when I link out of the MLS to IMAPP from a listing, I get a search screen displayed with no matches

In this instance, the link to IMAPP is working properly. However, the information entered about the property in the MLS may contain erroneous data that is preventing our system from finding a match.

Also, it is possible that the listing you are linking out from is for a county that is not included per the board contract for tax data for IMAPP to provide. The 'Search Area' drop down list on the Tax Search page in IMAPP will display the county coverage for your board

I can see a map in IMAPP, but I donít see the parcel lot outlines

On the Tax Record page, there are options to select the type of map to display in the section titled 'Map Zoom' or 'Map Settings'. Locate the drop down below the radio buttons in the 'Map Settings' section, and select the option to view 'Parcel/Property Type'.

In some areas, GIS parcel maps are not available. If this is the case, only the 'Street Map' option will be available.

I am using the Tax Search page, but I am not able to retrieve any results from my search

First, make sure that you have selected the correct search area. On the Tax Search page, locate the 'Search Area' drop down list above the search map, and select the county in which you wish to conduct your search.

You may also want to limit the amount of data you enter in the Search Value field. The system has open ended query capability, so you can input partial entries. For example, if you cannot locate a match when searching for a property street address, you might want to input a partial entry, such as '100 Main' instead of '100 Main Street' .

If you are performing a subdivision search, keep in mind that you have the option of performing either a 'Subdivision (input)' search or a 'Subdivision (select)' search.

Locate either the row for Subdivision (input) or Subdivision (select) on the Tax Search page. If you have tried a Subdivision (input) search, and found no results, simply go to the right of the Subdivision (input) field and left click on the drop down arrow. A list of fields will appear, and then you can left click on the Subdivision (select) option.

To the right of Subdivision (select), leave the Search Type as 'equal to'. In the Search Value field, you will see a drop down arrow. Click on the drop down and a list of alphabetical entries will appear. Click on the entry range where the subdivision name you are searching for would be listed alphabetically.

A list of subdivisions will appear. Scroll through the list, and locate the subdivision name for your search. Then click on the 'Perform Search' button.

Please refer to the Tax Search section of the User Guide for additional information on how to format searches.

I canít print out mailing labels

The mailing label feature exports the label information to an Acrobat reader format, which is free software that can be downloaded to your computer.If you do not have the Acrobat reader, you can download the software from the following site:

You may also need to enable pop-up blockers on your computer, covered in a previous section of the FAQ.

I can print out mailing labels, but the margins are not correct

The margins selected from our program are formatted to the Avery label standard. In most cases, if you have an issue with the position of the text on the mailing labels, some adjustments in Acrobat will correct the problem.

In Acrobat, click on the print icon and make the following adjustments
Page Scaling: Set to None.
Uncheck: Auto Rotate and Center.
Uncheck: Choose Paper Source by PDF Page Size

If you find you still need to make adjustments, see the section in the User Guide on Creating Mailing Labels on the topic of Fine Tune Page Positioning.

IRIS Frequently Asked Question




Mail Labels

Sending E-Mail



I'm getting a "Host Not Found" error (Error code 11001). What does that mean?
This usually means that you're having problems with your Internet Service Provider (your DNS entries may not be set up properly). It can also mean that you typed the name of the IRIS server incorrectly and IRIS is unable to find the server. Check to make sure the server name in the login box is correct and that your DNS settings are correct.

I'm getting a "No Route to Host" error (Error code 11047). What does that mean?
This is probably a network problem. Check to see that you are properly connected to your Internet provider and that you can connect to other sites on the Internet (for example, with your web browser).

There is a firewall on our network. Is that going to cause problems connecting to IRIS?
Possibly. Depending on the type of firewall that you have deployed on your network, you may need to contact your network administrator to allow IRIS to communicate properly. 

I'm getting a "Connection Refused" error. What does that mean?
This usually means that there is a firewall on your network that is blocking the connection to the IRIS server. Depending on the type of firewall that you have deployed on your network, you may need to contact your network administrator to allow IRIS to communicate properly. 

I get an error message saying "Error: Unable to Validate User". What does this mean?
This error message means that either you typed your username or password incorrectly. Often this is the result of having the caps lock on. Remember that both the user name and password are case sensitive. Also, if you got your username and password through an e-mail message, it may be possible that the font that you use for displaying the e-mail makes it hard to distinguish l (lowercase L) and I (capital i), O (capital o) and 0 (zero), etc.

I can't connect to the IRIS server. (IRIS hangs while trying to connect.)
This is usually a result of network congestion. It can be the result of a temporary network problem somewhere between you and the server and may resolve itself in a few minutes. Another reason is that some Internet providers are significantly better than others. Depending on the number of users and network capacity, connecting to IRIS from your Internet provider may be extremely slow or not possible. We often get complaints from AOL users, although these problems can affect any provider. Another culprit could be a firewall. Although many firewalls will send back a "connection refused" type of message, many will just wait for the connection to time out. If this is the case, you may need to contact your network administrator to allow IRIS to communicate properly. 

I'm having a problem connecting, but none of these other questions seem to apply. What else can I check?
If you're having problems connecting to IRIS, the first thing you should do is check that you are connected to your Internet provider and can reach other sites (with, for example, a web browser). If you've read the other questions in this category, you'll find that most of the connection problems relate to problems with your Internet provider.


My map background is blue (black, or any color other than the default). How do I fix it?
There's an fix to this problem. Select "Options" from the "Tools" menu. There is a location on the Map tab that allows you to select the map background color.

No text shows up when I label a road.
Some streets just don't have labels. It's also possible that the line you are trying to label isn't actually a road but a boundary of some kind. If the line is made up of several segments, try labeling a line segment on a different part of the line.

I know there's a road there, but it's not showing up on the map.
The street maps we use are derived from the US Census Tiger street maps which are only distributed every couple of years and the data is collected prior to their release, meaning new roads may not show up for 2 or more years.

Some point of interest is located in the wrong place.
Please report it to us. Some points of interest are located (geocoded) automatically based on their address. When this is the case, there is a possibility that some will be positioned incorrectly due to a confusing or incomplete address. Please e-mail data problems to us.


I know that this data is wrong.
Please report it to us. It is important to us to have the correct information for our clients. We usually find that these mistakes are coming to us from the information given to us by the source. Where we have a relationship with the data provider we will report this information to them. Please e-mail data problems to us.

Where is X piece of information? It's available for another county, but I can't find it for this county?
The amount of information we have available for a county varies significantly from place to place. Depending on the cost, availability, demand, and other factors, some information may not be available for the county in question.

Mail Labels

Why don't you have label format X?
We've included all of the standard laser/ink jet labels from Avery, the standard in mail labels. Often other brands will list a compatible Avery label format on the package. If the default label types do not fulfill your needs, you can create your own label type.

Sending E-Mail

I get a "Couldn't resolve host name" error or "Error creating socket." What does this mean?
These error messages mean that there is a problem connecting to your mail server. Check the mail server address by clicking on the settings button (tools) on the right edge of the toolbar in the mail window.

I get the error: Cannot open file "C:\TEMP\REC001.TXT" (or similar error message) when sending my message. What is going on?
This is a problem with one of the attachment files. The easiest solution is to delete the attachment and reattach a new copy. To do this, select each one of the attachments from the "Attached Files" list and hit delete. Then go through and reattach the files and send your message.


IRIS seems to hang every time I try to print. What's going on?
This usually happens when you try to print something but don't have a default printer installed. The problem has been fixed in the latest release, but an easy workaround would be to set up a dummy default printer.