The Mole - Business Intelligence for Unstructured Information > Support

How do I purchase The Mole?	The Mole Professional Edition can be purchased directly from this website. The Mole Enterprise Edition is purchased via partners located globally. To contact an authorized partner please see The Mole Partners section of this website.
Can I trial The Mole before purchasing?	Yes, you are able to trial The Mole Professional Edition before you purchase. Click this link for the free 27 day trial. To trial The Mole Enterprise Edition, please contact The Mole Partner closest to you.
What do I have to do to activate The Mole once I have installed and purchased?	Upon the completion of the purchase transaction, your system will be updated online with your permanent software activation key (SAK). You will also receive confirmation of your permanent software activation key (SAK) by email. If there is a communications failure such that your system is unable to be updated online during the transaction, you will be able to input your license details from the instructions included with the email.
What is the difference between The Mole Professional and Enterprise Editions?	The Mole Professional Edition provides a single user license of The Mole for use with Microsoft Windows computers. For more information see The Mole Professional Edition purchase information. The Mole Enterprise Edition provides a multi-user platform including Content Analysis, Key Terms Management, Content Profiling and Content Discovery. For more information see The Mole Enterprise Edition purchase information.
My organization requires site licensing, is The Mole available by site license?	Yes, site licenses are available. Licensing deals are very flexible to cater for your organization's needs. For more information about site licensing or other licensing packages please see the Partner Locator section.

How do I get Support

How do I suggest a new feature for The Mole?	We always welcome suggestions for new product features and improvements to The Mole. Please feel free to send us your suggestions by contacting us at the following email address .
How do I get support?	For The Mole Professional Edition, support is available by sending your support question to: . For The Mole Enterprise Edition, support is available from your Partner or by sending your support question to: .

Purchasing or Renewing a Software Maintenance Contract for The Mole.

What kind of software maintenance agreements are available for The Mole?	The Mole Professional Edition does not have bundled annual software maintenance. The Professional Edition License entitles you to receive updates for the rectification of defects. Upgrade releases will be offered to The Mole Professional Edition Licensees from time to time at upgrade prices. Software maintenance is available for The Mole Enterprise Edition on an annual renewable basis and commences upon the payment (in advance) of the current annual maintenance fee. The agreement entitles you to receive program updates for the rectification of defects, enhancements and technology upgrades. If you elect not to renew annual maintenance at the end of the first 12 months and then wish to reinstate annual maintenance at a future date, a program upgrade fee may be payable in addition to the then current annual maintenance fee.
How do I purchase or renew a software maintenance agreement for The Mole?	The Mole Enterprise Edition Software maintenance agreements are available from your partner. For more information about software maintenance agreements please contact your Partner. Once annual maintenance has been purchased, you will be sent a new SAK (software activation key). Once The Mole has been updated with the new SAK, you will be able to download and install new versions of The Mole.
How can I upgrade The Mole to a new version?	If you have a maintenance agreement you will be notified by email when a new version is available. You will be able to download the new version and upgrade your installation of The Mole. The release notes will explain what is included as part of the new version.
When will new versions and upgrades be released?	The Mole will be updated on a regular frequency of minor releases (approximately four per year) which includes updates for the rectification of defects, enhancements and technology upgrades.
How will I get the latest version or upgrade?	The latest version or upgrade is available on this site at What's New.
I have downloaded the latest version of The Mole and installed it but it won't run: is my maintenance contract invalid?	If you have downloaded the latest version of The Mole and installed it, but it won't run, it is likely that your software maintenance agreement has expired. To purchase a new software maintenance agreement contact your Partner. To reactivate The Mole reinstall your previous version. Your existing software activation key (SAK) will be valid for that release.
Will The Mole stop working if my software maintenance agreement expires?	No: The Mole will continue to work. However, you will not be able to upgrade to the next version or future versions of The Mole unless you renew your software maintenance agreement or purchase a new license for The Mole. Contact your Partner for more information.

Running The Mole on Microsoft Windows.

On what versions of Microsoft Windows can I install The Mole?	You can install onto the following version of Microsoft Windows: Microsoft Windows 2000, Microsoft Windows 2000 Professional, Microsoft Windows 2000 Advanced Server, Microsoft Windows XP Home Edition, Microsoft Windows XP Professional.
How do I get my Licensee Details?	If you have purchased The Mole Professional Desktop Edition, upon the completion of the purchase transaction, your system will be updated online with your permanent software activation key (SAK). You will also receive confirmation of your permanent software activation key (SAK) by email. If there is a communications failure such that your system is unable to be updated online during the transaction, you will be able to input your license details from the instructions included with the email. If you have purchased The Mole Enterprise Edition you will need to create a node key and send the key (a textual code) to your Partner.
How does The Mole install?	The Mole Professional Edition is supplied as "The Mole Professional Edition Setup.exe" (an automated installation). Please refer to Downloading and Installing The Mole. The Mole Enterprise Edition requires more planning to install but is still an automated installation. It is supplied with a detailed installation guide which provides step by step instructions regarding the installation. If you are installing integration components, installation guides are provided.
How do I start The Mole?	Once The Mole Professional Edition has been installed it starts automatically and runs as a process on localhost:8050. The Mole Enterprise Edition runs as a Microsoft Windows service called "The Mole". Access to The Mole is either from a shortcut at Start > All Programs > The Mole > The Mole or from within Microsoft Word, Adobe Reader or Internet Explorer when analyzing content.
What hardware specifications do I require for The Mole Professional or Enterprise Editions?	For The Mole Professional Edition, the minimum hardware recommendations are available here. For The Mole Enterprise Edition the hardware requirements vary depending on whether you are intending to support 10 users or 10,000 users. The Mole Enterprise Edition is supplied with recommended hardware specifications. Selecting an appropriate server platform is an extremely important component of a successful deployment of The Mole Enterprise Edition. The key hardware considerations are the CPU speed, amount of RAM and hard disk speed and space. It is important that you consider aspects of the deployment so that the performance of The Mole is optimized for users.
If The Mole's results are displayed in Internet Explorer, does this mean that The Mole is a website?	No: The Mole is not a public Website. The Microsoft Internet Explorer browser is used as it is one of the most widely understood software applications and that helps the user to become productive faster. The results of The Mole are displayed in the browser and all the browser navigation features are available to The Mole.
The Mole icon has disappeared from my Microsoft Word or Adobe Acrobat Reader toolbar, how do I reinstate it?	If you upgrade Microsoft Word or Adobe Acrobat Reader after you have installed The Mole, you must rerun the setup executable file that you downloaded or download the latest release of The Mole to reinstall the toolbar icon into the information source. It is not necessary to uninstall The Mole before running the setup executable file.
The Mole Toolbar icon is not available in Microsoft Word, how do I install it?	If The Mole Toolbar icon is not available in Microsoft Word, this indicates that the Microsoft Word Startup path was unable to be located during the installation process. Refer to Troubleshooting The Mole.
The Mole Toolbar icon is not available in Adobe Acrobat Reader, how do I install it?	If The Mole Toolbar icon is not available in Adobe Acrobat Reader, this indicates that an Adobe Acrobat Reader Preference needs to be set. Refer to Troubleshooting The Mole.
I have been running The Mole, why am I being prompted to Request a Software Activation Key?	If the configuration of the computer that The Mole is installed on changes, you will require a new Software Activation Key to run The Mole. If you are trialing The Mole, you can request a replacement Software Activation Key online. If you have purchased The Mole, please send an email to and you will be sent a new key by email.

Using The Mole Content Analyzer and Working with my Documents.

How do I analyze my documents?	The Mole Content Analyzer provides plug-ins (toolbar buttons) for Adobe Acrobat Reader, Microsoft Word and Internet Explorer. Once you have the document open that you wish to analyze, select The Mole icon on the toolbar. The Mole will analyze the text and display the results in Internet Explorer.
Does The Mole store the documents it has analyzed and how do I access these when I need to?	Yes, The Mole Content Analyzer stores a link to your most recently analyzed documents. If you are already in The Mole select the Documents link. If you do not have The Mole open in the browser, select Start > All Programs > The Mole > The Mole.
Can I analyze PDF documents?	Yes. The plug-in for Adobe Acrobat Reader versions 5 and above is supplied as part of the product in the same way plug-ins for Microsoft Word versions 8 and above and Internet Explorer 5 and above are supplied. When you install The Mole (Desktop or Enterprise Edition), the plug-ins are added to the tool bar of Adobe Acrobat Reader, Microsoft Word and Internet Explorer.
Can I analyze content from Netscape Navigator, Mozzila or Opera browsers?	Currently there are no plug-ins available for Netscape Navigator, Mozilla or Opera.
Up to what size document can I analyze with The Mole?	This is dependent upon the your computer's specification, specifically the CPU processing power. With the Recommended PC specification a document with up to 1500 pages of text can be analyzed, i.e. approximately 2mb in size. In most cases, The Mole Content Analyzer will analyze the content of the document, but it will take longer than with a faster processor and more Ram.
Can I analyze a website?	No, you can only analyze the content of web pages and linked documents.
Required word not available in the list of suggested words?	If you have selected Refine Analysis and the word is not available it means that the word does not have a relationship with the key word being analyzed. If you wish to locate the word select Words from the menu and select the required word. Refer The Mole Help - Words.
Can The Mole be used with documents written in languages other than English?	Yes: currently The Mole Content Analyzer can be configured to analyze documents in five languages. These include English (US), English (UK), Portuguese (BR), Spanish and French.
Can I return to the original document from The Mole?	When viewing The Mole Content Analyzer's analysis of a document, simply click on the document name (link). This link will open the original document within its associated application.
Can I analyze more than one document at a time?	Yes, by selecting the Documents link, you have access to the Words, Phrases, Search and Advanced Search Tools. Using any of these options allows you to analyze all the documents that are currently stored in your set of documents within The Mole Content Analyzer.
Does The Mole have advanced search tools?	Yes, The Mole Content Analyzer provides a set of advanced search operators that can be added directly to the search expression, or by adding the search terms directly into The Mole's Advanced Search page. Refer The Mole Help - Search.
Can I create complex search expressions using patterns?	Yes, by using The Mole Content Analyzer's advanced set of operators, you are able to create advanced search expressions. The ability to recognize information patterns provides a powerful framework with which to analyze and discover information. The current set of pattern templates provided includes: Date, Digits, Address, Email, Money. Users are able to create their own search patterns.
Can I use regular expressions?	Yes, regular expressions are a way to describe a set of strings based on common characteristics shared by each string in the set. They can be used as a tool to match text or data. Refer The Mole Help - Search.

Using The Mole Key Terms Manager.

What is The Mole Key Terms Manager?	A solution for an organization to capture and manage their controlled vocabulary. This intuitive browser based tool dynamically maintains relationships between preferred and non-preferred terms as they change and evolve, thus future proofing an organization’s access to information. For more information see The Mole Key Terms Manager product information.
How do I manage my key terms?	The Mole Key Terms can be managed by controlled access to the key terms database. Users who have permission are able to manage a term, its concept, related terms and the scope note. For more information see The Mole Key Terms Manager product information.
How many terms can I manage?	The number of terms is only restricted by the amount of disk space. Customers have implemented The Mole Key Terms to support hundred's of thousands terms and relationships.
How do I view key terms?	The Mole Key Terms can be viewed from within the Internet Explorer browser. The Mole Key Terms are also available for Interwoven Document Management users and Documentum Records Manager users as an integrated component. An open API is available so that developers can integrate The Mole Key Terms with 3rd part software applications.
Can I check my Microsoft Word documents for incorrect use of terminology?	Yes, by using The Mole Content Analyzer integrated with The Mole Key Terms, non-preferred terminology is highlighted and referenced to the preferred term. For more information see The Mole Key Terms Manager product information.
Can I use The Mole Key Terms with iManage WorkSite?	Yes, The Mole Key Terms is available as an integration component solution for Interwoven WorkSite 7.x.
Can I use The Mole Key Terms with Microsoft XP Smart Tags?	Yes, SmartMole™ is a Microsoft Windows Office XP Smart Tag for The Mole Key Terms. For more information see integration components product information.

Using The Mole Content Profiler.

What is The Mole Content Profiler?	The Mole Content Profiler provides the means to easily organize unstructured data in a meaningful and intuitive way by automatically identifying metadata for profiling individual documents/content, or a pool of content for more effective searching.
How do I integrate The Mole Content Profiler with my organization's Document/Content Management (EDM/ECM) systems?	The Mole Content Profiler is available as in integrated solution or standalone, working with your document/content management (EDM/ECM) applications. For more information see The Mole Content Profiler product information.
Can I use The Mole Content Profiler with iManage WorkSite?	Yes, The Mole Content Profiler is available as an integrated solution with Interwoven WorkSite creating an integrated solution. For more information see integrated components product information.

Using The Mole Content Discoverer.

What is The Mole Content Discoverer?	The Mole Content Discoverer provides the means to find and quickly identify relevant information. Content is retrieved from across your organization (personal or enterprise information sources), or from a set of search results based on your search expression. For more information see The Mole Content Discoverer product information.
What types of content can I use with The Mole for Content Discovery?	The Mole Content Discoverer can be used in conjunction with many different files types and content sources, including Microsoft Office file types, wpd, txt, PDF, eml, msg, htm, html.
How do I keep The Mole Content Discoverer up to date with the latest content?	You are able to load content into The Mole Content Discoverer on a regular basis (a scheduled task). By selecting the Locations link, new file locations can be added to and the load will check for new documents or changes to existing documents.

Integrating The Mole Enterprise Edition with Content, Document and Records Management Systems.

How do I integrate The Mole with my organization's (EDM/ECM) systems ?	The Mole Enterprise Edition is provided with a number of integration components for 3rd party Content and Document Management systems. These include iManage WorkSite, Documentum Records Manager and Microsoft based file systems. For more information see integration components product information.
Is there an API to allow The Mole to integrate with 3rd party applications?	Yes, an API is available for developers to integrate The Mole with 3rd party software applications. The API is provided in Microsoft Visual Basic and Microsoft C++.
What standards are used when integrating with The Mole?	The Mole architecture provides enterprise interoperability and scalability through its industry standard integration technologies. Built on an open, Java-based platform, all interactions with The Mole are through open-standards including HTTP, XML, J2SE, JDBC. For more information see the technology product information.
Can The Mole create metadata from content for loading into my EDM/ECM systems?	Yes, The Mole can create metadata for individual files. This is useful when you require metadata for documents prior to loading the documents into a document/content management system. The type of metadata includes, file properties (document URL, author, last modified date), matched preferred terms, matched non-preferred terms, unmatched terms, words, phrases, key sentence.
Can users access The Mole Enterprise Edition from networks other than Microsoft Windows?	Yes, The Mole is provided as a server running on a TCP/IP Port. This allows connections to The Mole across heterogeneous networks.

Understanding Messages.

I see a message in the browser "The page cannot be displayed"?	If you see this message in the browser, Select F5 to refresh. If the message persists, The Mole Service may have stopped running. To check that The Mole Service is running refer to Technology.
When I select The Mole icon in the Adobe Acrobat Reader why do I see the message"The Mole Content Analysis failed"?	This will be due to the Document Security settings established for the PDF by the author of the document. "Content Copying or Extraction: Not Allowed". You can check the document security settings by right-clicking the security key icon.
Why is the message "Connect (Try Again) or Work Offline " displayed by Internet Explorer browser?	This can occur in Microsoft Internet Explorer version 5 when the computer has a dial-up connection to an ISP. By selecting Connect and Try Again, The Mole will be displayed in the Internet Explorer browser. It is recommended that you upgrade to Microsoft Internet Explorer version 6. See www.microsoft.com for details on downloading Internet Explorer.
When I analyze a PDF document, I see the message "Document is without content that can be analyzed"?	If a PDF document is opened in the Internet Explorer browser, The Mole toolbar within Internet Explorer will not activate the content analysis. The Mole toolbar within Adobe Acrobat Reader must be used to activate the analysis of the content.
When I analyze a Microsoft Word document, I see the message "Document is without content that can be analyzed"?	If a Word document is opened in the Internet Explorer browser, The Mole toolbar within Internet Explorer will not activate the content analysis. The Mole toolbar within Word must be used to activate the analysis of the content.
What should I do when I am installing The Mole Content Analyzer and I see the message “The page cannot be refreshed without resending the information”?	This can occur in Microsoft Internet Explorer version 5, to continue, select the Retry button.
I receive a "security warning" message when running Microsoft Word ... WordMole.dot contains macros by Superstructure Group.	The Mole toolbar icon is installed into the Microsoft Word toolbar when starting Word by executing a Word macro. A Digital ID Class 3 certificate is held from Verisign Inc to verify the source of this macro as being from Superstructure Group. Depending on the security level settings within Word for executing macros, you may be requested to accept Superstructure Group as a "Trusted Source" when starting up Word to enable the macro to be executed. If a message is displayed when starting Word indicating that the Verisign Inc Digital Certificate has expired, you will need to Upgrade the Certificate.

Known Issues.

The link to the source file in the browser is unable to be accessed.

There is a known issue with the default Internet Explorer security settings for "My Computer" when running Windows XP, SP2.

Internet Explorer security is set to block applications running from the browser as localhost on port 127.0.0.1. This prevents the opening of files from URL links from within the browser where the application controlling the process is hosted as a local service. To enable the links to the source files, the following changes to settings are required:

Enable the "MyComputer" Icon under IE Security as per this Microsoft directive: How to Enable the My Computer Security Zone in Internet Options
Reset Internet Explorer/My Computer security level to Medium. (Tools >> Internet Options >> Security >> My Computer >> Custom Level >> Reset to Medium.)