It is to worst to have this problem with this expensive endnote 9. no technical support the solve the issue. The endnote does not respond to online searches (cross ref, pub med etc.)
Please contact Technical Support directly
1-800-336-4474 option 4 then 1
or
https://support.clarivate.com/Endnote/s/technicalsupport?language=en_US
We are here to help whenever you run into issues.