Knowledge Base/Community/Market Samurai

keyword generator not working

Daniel Celestino
posted this on April 26, 2012 09:41

I've already sent a ticket to support but thought I'd create a new thread about keyword generator not working.

At first I thought it was user error since I bought MS last week but after playing around with it I do believe something is wrong with the keyword module. I've observed after clicking the "generate keyword" button it will go through a series of pop up boxes and I believe the problem lies somewhere when the "fetching google keyword date" progress bar appears. The percentage bar stays at 0% then will disappear. All that is returned is the original keyword I was searching for.

I've tried loading the newest beta verision (i think it was 90.b or something like that) but this did not help. I went back to ver  88.68 but still the same results (or lack of) . I hate to complain but this was a day where I had time to sit down and try to get acquainted with the program but unfortunately it doesn't work! 




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Arthur Strout

Hello Daniel,

I'm experiencing the same problem.

Here is the text from my support ticket dated 04/25/12 (Here in Augusta Maine U.S.A. it was the evening of 04/24):

"The Debug Log # 10665 should provide the required record.

After clicking the "Generate Keywords" button, The message screen displays that it is connecting to the Google keyword tool, it goes on the the "fetching" step, but I don't see the Captcha and no keywords are generated.

My Adsence email and password are saved and it did work a few days ago.

There is no message saying my login is incorrect.

Any suggestions?"

I haven't tried it this evening (still 04/25 here).

I'll and post if it works.

My Best to You

Arthur Strout

April 26, 2012 10:42
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Pedro Rodriguez

Thank you for posting I am having same issue in Puerto Rico.  April 25th.

April 26, 2012 10:49
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I just bought the program and tried using the keyword generator after watching the tutorial but its generating any keywords either.  Bummed as I wanted to try it out after purchasing.  Any ideas when it will be fixed?

April 26, 2012 11:33
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I am also having this problem. It was working a few days ago and has stopped working since updating to the latest version. I am not sure if this is a MS issue or a Google change.

April 26, 2012 11:40
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Ben Scott
Noble Samurai Support

We're testing a fix now - if all goes well it should be out later today.  (But of course if we knew that for sure, we wouldn't need to test...)

Keep an eye on our Issue Register, and be sure to stay updated!

April 26, 2012 11:54
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Cheryl Miller

I'm having the exact same problem.  A bigger problem is that I purchased this in 1/2012 and the most that I've used it for is to write support tickets complaining that IT'S NOT WORKING!  The techs have been wonderful to talk in circles, blame it on "operator error," or otherwise waste my time. The support ticket I wrote several days ago (another issue!) has never been answered and the one about this problem was never been acknowledged that it was received. 

I don't think the problem is us, google or the boogie man.  I think it's MS...hello...anyone there?

April 26, 2012 12:00
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Scary after reading posts on other sites it seems that they continuously have issues and at one point got rid of support forums.  And it can also take months for fixes.   Seems like a great product and I was excited to try it.  I just bought it today and its not working!  How do you sell a product that doesn't work?  Just a bit frustrated.

April 26, 2012 12:17
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Ben Scott
Noble Samurai Support

Hi Cheryl - sorry to hear you've been having problems!  I see you have a ticket submitted 2 days ago, and we normally try to get responses out within 24-48 hours.  As noted, we're already working on the fix for the Keyword Research issue which was isolated this morning. 

Note that issues like this most often happen when one of our third-party data sources changes its format without warning, and particularly in the case of Google, this usually does not happen everywhere at the same time.  They normally roll out their updates in some areas before others, so we rely on customer feedback as well as our own testing to identify problems quickly.

And Angela - I hope you'll find our product and our support less frustrating as time goes on.  We're currently re-introducing the forums slowly now that we have more people on staff to attend to them, which was the main problem last year. 

As for fixes, they take hours more often than months (although the Rank Tracker issue has been more of a complete ground-up rewrite than a fix!) and if you're still not happy, we do have a 30-day full refund policy!  So you have plenty of time to make up your mind on whether the product is right for you.

April 26, 2012 12:54
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I would like a refund.  How do I go about doing that? I've sent tickets with no response on how to do it.  Please let me know.  Thank you.

April 27, 2012 02:13
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Daniel Celestino

MS keyword is working now, time to start playing around and see what it can do. thanks!

April 27, 2012 06:38
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Cheryl Miller

Angela, good decision to get a refund.  There are some newer keyword research tools out there now that actually work.  Check Warrior Forum for more info.  Good Luck!

April 27, 2012 06:56
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Cheryl Miller

To Ben Scott:

I just reviewed my log of previous tickets that were answered by you.  What became clear is that the previous problems have never been cleared up. Now there is another one besides the fix just completed:

  1. Even with the fix, I am still unable to get AWCPC or SEOV, and yes I did click Analyse Keyword twice. You previously assumed I was the problem but it's not operator error.
  2. However, it eliminates any other keywords I'm checking and returns info only for my initial seed keyword (ie dog training). I don't know if this is a problem with the fix, or the same old problem.
  3. Last time you ask me to make a log.  When I did that you said it didn't return or capture any information.
  4. I just now tried to make another log and get the message  "error occured, contact support." I'm not able to make a log, but it's the same old problems and more.
  5. Then MS froze on my screen and I had to shut down my computer to remove it. This is the issue I wrote a support ticket about on 4/23.  I still have not heard back from that ticket.It intermittantly freezes whenever I use it.
  6. I want: 1) a completely new version because this has never worked correctly since I bought it in 2012 or          

                    2) a refund and                           

                    3) a response from a supervisor or management level staff person to get this settled and stop going around in circles going nowhere.


April 27, 2012 07:37
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Ben Scott
Noble Samurai Support

Hi Angela - I see your support tickets are in the queue, that's all you need to do!  (I'm sorry if you worried about the lack of response, but keep in mind the time difference - your comment above was posted around 2:am local time...)

And Cheryl, I'm sorry if you thought I was blaming you, but it's a common oversight we see every day, so I intended to just check and make sure that this wasn't a possibility we were overlooking.  Otherwise we could travel down a long and unproductive troubleshooting process and waste a lot of your time.

You seem to be having a run of bad luck to say the least, but it's not really practical to deal with support questions in this area, so I'll make sure to inform the support team member dealing with your current ticket of your wishes.

April 27, 2012 09:58
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Arthur Strout

A Word of Encouragement

 It is certainly understandable to want to give up and move on when software we’ve purchased just doesn’t seem to want to work.

 I’ve requested a refund for software that simply didn’t work as expected, but did work, let alone continually malfunctioning.

 A bit of good news:

 The latest update seems to have solved my beginner level use this evening.

 Here are some reasons I intend to stick this out:

  1. The price is right for the huge potential when all the bugs are exterminated.
  2. The product version is still in Beta which means it is new, still under development and bound to get better.
  3. I learned about MS (the older version) by watching a training video on the website of a successful marketer with 10 years of experience. This person is more than just a “marketer”; she enjoys teaching and has a large amount of helpful material on SEO, site building and much more, including wonderful videos on You Tube.
  4. The fact that this forum is reopened after being overwhelmed with the problems caused by the changes Google made. This shows their motivation to keep trying.

 Thank you, Ben Scott for your time and effort. Your interest and support are appreciated. Your job is though while all the bugs exist.

 The bottom line is this.

I believe the end product is worth the wait.

Here is one more thought.

I intend to continue to report the good with the not so good in this forum, including any success that may come my way. Hopefully, others who have had some success (older and this new version) will share it in this forum as well.

If indeed MS can become the product it once was, those of us who stick this out will be glad we did.

My Best to You

Arthur Strout

April 28, 2012 14:04
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Hi Ben, I am having the same trouble as everyone on this thread.  I looked at the Issue Register, but don't see something pertaining to this (or at least one that is fixed).  How is the fix coming?  Thank you.


April 29, 2012 07:49
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Ben Scott
Noble Samurai Support

Hi Arthur - thanks for the kind words!  The product is still marked Beta because we're not finished adding features yet.  And it needs regular updates because it interfaces with 3rd-party sources of data, so it's probably never going to be 100% stable forever.  But I think we have a good track record of fixing things very quickly, usually before most of our customers know it's gone awry.

Hi Mandy - sorry to hear you're still having troubles... the update we released a couple of days ago (v0.88.69 for Market Samurai) fixed the problem for most customers.  If you're updated and still not getting results, contact support using the "Submit a Request" button at the top of the screen and we'll get you sorted out.

April 29, 2012 09:03
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Robert Owens

hello everyone i have just downloaded the program and as of today, may 1, 2012 the keyword generator is not working, and also when, check the google adwords, it returns the google adwords is down for maintenance.  I was really sold on this and was looking forward to actually working with the product after watching 2 hrs of tutorials. hope its fixed soon.  Aside from that, i really cant do anything with it.

May 01, 2012 14:13
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Robert Owens

great news! its working so excited!

May 01, 2012 14:22
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Well,  here's another unsatisfied customer.

The program has never worked since I purchased about 2 weeks ago and I've spend countless wasted hours trying to work around things.

I HAD that problem with the keyword research module but that seems to have cleared up.

Now, it gets hung up when it tries to open projects.  That is, I now can't even open projects.

How does this company stay in business?  Does the software work for most and we are just the select few having problems?

I will be searching other forums such as Warrior Forum to give people head up.  If the program USED to work, something has changed.



May 03, 2012 03:31
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Hello Daniel, and Ben, and everyone else who posted on this page...

I downloaded the trial version of  "MS" two days ago, and according to this forum the "keyword search" issue should have been fixed...  Unfortunately, in my case, it's still not working...  One of my laptops (Windows XP) freezed on the "Retrieving Google Keyword Tool", and the other one (Windows 7) gets past the search but continuously returns no results, saying that "Market Samurai has found no suggestions from the Google Keyword Tool".

I opened  a ticket  #42307, but had no reply so far...

It's too bad...  I got a really positive energy from this company, watching their videos...  It certainly shows that they have put a lot of time and research into this product...  And, as I said in my ticket, I was extremely excited to try it out.  In my case, this just impacts my decision to either purchase it or not;  I'm not losing anything.  But I would really like a chance to try a working product because I was very inclined to purchase it after watching the videos.

With that being said, I completely agree with Arthur Strout, who posted on April 28th.

This product might need a bit more testing and tweaking, but its potential value is much greater than the price we are asked to pay.  So as long as there is an ongoing communication with the developers, I believe that supporting them is the right way to go, because no matter what the negative reviewers say, anyone who has done their research will know that  there is no better product out there for this value

So for now, I'm just hoping that I'll get a chance to try the program before I run out of time, and hopefully, my next post will be nothing but positive... 


Good day to everyone! :)

May 03, 2012 15:02
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To Ben:

I didn't mention this in the post I just made...  Don't know if my location is important at all, but I'm in Montreal, Canada.  

You had posted earlier that Google doesn't always make changes/updates everywhere at the same time.  

Thank you again,


May 03, 2012 15:24
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Ben Scott
Noble Samurai Support

Hi Tony - sorry to hear you're still running into problems!  I see you've already put in some support tickets on the subject.

I can promise you the software works for most people, most of the time, and to back this up let me point out that we on the support team are outnumbered by customers tens of thousands to one!  Yet most of the time, we respond to all incoming questions within 24-48 hours.  In other words, we hear from far less than one-tenth of 1 percent of our customer base per day.

It's true some people have more than one problem at a time, or in a row; some symptoms can mask others.  Or you can have a problem/glitch specific to you which happens at the same time as a more widespread issue such as a change in one of our 3rd-party data sources.  But generally speaking, once we get you through this rough patch, you'll more than likely see smooth sailing for a long time to come.

Christina - I looked up your ticket, and it's still in line for a response.  One quirk of our system is that when you follow up on your own ticket before we've seen it, the timestamp can be reset to make it seem like you've submitted the original ticket later on, thus knocking you to the back of the line!  (we're working on this)

I can tell you that we will definitely extend your trial so that there'll be plenty of time to sort this issue out, so please don't worry on that account!

May 03, 2012 16:31
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Brian Hirth

Hey Ben (and all having issues),

I'm experiencing the same hang-up issue now for the past few days. Yesterday (April 2nd) in an 8hr period I was only able to get MS to "Generate Keywords" twice. And the same issues are happening again today (frustrating indeed).

I have a full paid version, running version 0.88.69 (latest), on an iMac. I've gone so far as to run every update I can think of, cleared the cache, logged into Google and back out, etc...

To keep things simple, I'll start a new project... go immediately to Keyword Research, then simply click the Generate Keywords button. Its at this point the "Loading Google Keyword Tool..." message comes up and just hangs.

Ben, or anyone. Are there any work arounds to this step or something I'm (and others) are missing? Could this be a Mac specific issue... anyone - anyone.

Cheers, -Brian

May 04, 2012 01:07
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Brian Hirth

Hi all. *** Update***

Tried several things and got MS to work (for now).

1) Not sure if this is a Mac specific issue or not but I loaded MS on one of my older PCs and it worked. Ben (and support guru's), could be a loading issue with Adobe AIR or something Mac's are doing in the background... who knows.

2) But here's the surprise. After getting the MS to work on a PC platform, I went back to my iMac and did the following. Deleted the Google login account in MS. Added my gmail specific account to MS as its primary login. That being, in my google profile, I have the gmail account -and- my personal domain account which is set as my "primary" google account (i.e. the gmail account is not my primary). Not sure why, but once I made this little tweak in MS, I was able to get the Generate Keyword tool to work. Could be a fluke or ??? Just tossing out suggestions all... Cheers. -Brian 

May 04, 2012 02:03
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Arthur Strout

A glimmer of hope

 That’s a great observation and sound experimentation Brian.

 Well done!

 I've read in the Google help files that something like you described can happen with a Google Apps account. I like your comparison using both a PC and Mac machine. That’s a wonderful contribution.

 Thank you!

 Good Day Everyone,

 I just wanted you all to know that I’m still subscribed to this thread.

 Today MS wanted to download an update.

 After the update I was able to add another keyword tab to my existing project and complete Golden Rules 1 & 2. I’ll move on to Golden Rule # 3 when I’m happy with the expansion on my collection at this phase.

Hang in and don’t panic if you aren't getting results yet. I wasn’t at first.

The problem with BETA is that the program is still a “work in progress” and the bugs are not all worked out yet.

I have an idea to share.

I want to see if there is an interest before acting on it.

I’m not much for social networking, but I’m thinking of using Google+ as a means to keep a connection open with those of you who don’t want to invest in this BETA version of MS, but would like to follow the progress of someone who is willing to stick it out.

I could describe how it is working as my progress continues, reporting if the product remains stable or stays unreliable.

You could share with the group any progress with finding alternative software.

Perhaps it would be good to share experiences and learn from each other without the pressures of “marketing” or “sales”, just some good old fashioned “shop talk”.

Everyone benefits when we help each other.

Like I said, I've never really social networked. Social media has become an important part of internet marketing these days.

The reason I’m thinking of Google+ is because it’s easy to control your “circles”.

Documents could be shared with Google Docs.

Who knows I may even invest in a webcam so that we can take advantage of Google Hangouts.

I’ll only do it if the folks here think it’s a good idea.

By Best to You


May 04, 2012 11:59
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Ben Scott
Noble Samurai Support

Hey guys - we've had a number of reports of Keyword Research problems lately, but so far all the debugging information we've gotten back have been pointing towards Adwords account problems (either a lack of one, or a misunderstanding on how to use them, etc). 

Either a lot of people are having Adwords-related trouble in a statistical fluke, or the problem was temporary and most of those who were experiencing it just (understandably) haven't gotten back to us...

One of our longer-standing mysteries involves a very small cluster of people who are consistently getting very, very slow keyword research times even when every one of the usual causes is ruled out.  The one thing I've found that can help them is trying a new Adwords account.  This is even when nothing is actually "wrong" with their current account, and I'm seeing signs in their debug logs which our developers say should not represent any problem.

Sometimes Google will merge your various accounts together, we do know this.  And it shouldn't cause a problem.  But those customers whose accounts have been merged seem to form the majority of our "mystery problems" and having them sign up for a fresh account and using that, seems to do the trick.

I can tell you that Mac vs. PC shouldn't make any difference either - Adobe AIR lets the same code run on both platforms the same way.  But, I'm not going to sit here and guarantee there'll never be a problem that's different across the two!

If you're having hanging or other problems with Keyword Research, make sure you're using an Adwords account (and make sure Market Samurai can log in - Google may be trying to get you to click "approve" on a new set of Terms & Conditions, which would block Market Samurai's access) and if it's still happening, send us a debug log. 

Instructions are at How to create a debug log (KB) and be sure to follow up with a message to support including the number of the log you're given, since just uploading it doesn't send us an alert or anything, so we won't know until you tell us!

As for a hangout, that sounds like an interesting idea - we do have more discussion forums open too, so you might want to just post this idea to the General forum?

May 06, 2012 08:00
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Hello everyone! 

I am a happy customer now, who had previously (like most of us here) assumed that "MS" is the problem, and it was wrong. 

Listen to Ben, and please follow all the instructions, no matter how insignificant some of the details may seem to you.  I thought I did everything right, but in my case, "Adobe Air" was out of date, even though I update my computer on a regular basis. 
My "Market Samurai" is now running the 0.88.70 version on Windows XP and Windows 7, with all the other pertaining software up to date, and it's an amazing!  All the modules are running, and I have no more problems with the "keyword research".

I really want everyone to know that the value of this product is significantly greater than the investment we are making.  And "MS" support (Ben in my case) is very prompt and helpful.  Many people get impatient and want all their problems magically resolved in no time, so 1 or 2 days is an eternity to them.  As a matter of fact, it is our impatience that often leads us to these problems anyways.  So just do everything step by step, making sure you haven't overlooked any of them, and you will see that in the end you will be greatly satisfied with "Market Samurai".


Good luck to all of you!

Christina :)

May 06, 2012 10:03
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Ben Scott
Noble Samurai Support

Hi Christina - very glad to hear things are going better for you, and thanks for the positive feedback!

In other news, I've looked over Arthur's screenshots and I think I have a screenshot of my own which may help clarify things...


May 07, 2012 17:36
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Mrs Kim Bishop

Any insight to the keyword research tool working? I have been down for months and tried again today, but still no luck after upgrading. This was the primary reason for buying Market Samurai and now I am feeling a little remorse for purchasing the product that came so highly recommended.

June 14, 2012 07:14
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Ben Scott
Noble Samurai Support

Hi Kim - the Keyword Research module has been working fine for the past couple of weeks, so far as we've heard anyway.  If you're still having problems, please use the "Submit A Request" button at the top of your screen to contact the support team for more detailed assistance! 

As long as I've been here I haven't seen the keyword tool down for more than a few days at a stretch, and even that's very very rare.  So if you're having problems that last more than even a few hours it's always a good idea to ask us - chances are, we can sort it out!

It may save a bit of time to submit a debug log while you're at it - instructions in our Knowledge Base - so that we can determine what's actually happening.

June 14, 2012 11:30
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Mel White

I am also having this issue running on a MacBook Pro, OS 10.8 and MS 0.92.05. It's been days since it hasn't worked. I have reviewed all the videos for any hint of what could be wrong. Tried all of the suggestions above including creating a new Google Adwords account. No keywords generated. I can go into Google Keyword Tool and generate hundreds with the same keyword phrase. I used MS in free trial version and it worked; what is the glitch?

August 23, 2012 07:18
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oh, i have not restarted my computer since i began this morning and put in a download of a new adobe upgrade.  I freaked when i went to the keyword module and it returned me one result for stuff like "car hubcaps"  i will restart and try again.  thanks.  harryc.

August 23, 2012 07:35
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Mikael Karlsson

Hi everyone,

Just bought MS today. Also downloaded Adobe Air today as well so I assume it could not be a version problem.

I have rebooted my computer a few times already but the same thing happens.

Also checked my email if I need to "grant permission" for MS but there was none.

I have read most of the comments here but I could not find the answer.

Can anyone please shed light on this? How can I fix it..

It still does not generate anything for me. Just the original keyword.

Thanks ahead for your help guys.


August 23, 2012 09:46
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Noble Samurai Support
Noble Samurai Support

Hi all,

Our developers are currently working on a bug that is stopping the Keyword Research Module from generating keywords. We hope to have this issue resolved very shortly - I'll let you know once it is back up and running.

I'm sorry about the inconvenience this is causing, hopefully it won't be too much longer until it's fixed.


August 23, 2012 09:49
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Noble Samurai Support
Noble Samurai Support

Hi all,

The developers have fixed the issue, and an update to Market Samurai has been released - version number (0.92.06).

To make sure you have the update, open up Market Samurai and go to File > Settings > Updates > Check For Update (or if you are using a MAC: Preferences > Updates > Check For Update).

If you notice any lingering problems, please contact support via this form:

Thanks for your patience whilst we resolved this problem.


August 23, 2012 10:14
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4 months later, same bug :/
Just updated on my mac

December 27, 2013 08:14