Endnote Web - Problem with search when in Word 2003

I’ve been onto the Technical support - no luck. The problem is that when I type into the magnifying glass icon to look for a reference in my database online - the search is more often unsuccessful - and return no citations. Other searches are OK. Its odd as the refereneces are definitely in the database and I am connected. When unsuccessful, the tool bar dissapears and I am back to word document. I’ve found a couple of similar problems - and someone mentioned firewall. I tried with no firewall - no change. Suggestions/solutions?