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Tech Help FAQ

tech_196Trouble Connecting to Our Online Databases ?

If you are unable to access the library databases or articles in them, please use the following checklist as a guide for troubleshooting browser and security issues:

  1. Why do I get an error message when I try to access a database from home or work?
  2. Does your browser have Cookies and Javascript enabled?
  3. Having trouble with a PDF document? Check to see if you have Adobe Reader installed and configured.
  4. Clutter in your cache? You may need to try clearing your browser's cache, history and cookie files.
  5. Some links in a database not working? Try turning off your popup blocker.
  6. Are you using AOL? See the advice for AOL users.
  7. Are you using an older version of Netscape, Firefox or Internet Explorer? You may need to upgrade your browser.

Why do I get an error message when I try to access a library resource from home or work?

You must use the links on Douglas County Libraries Research Resources Pages to access databases licensed to Douglas County Libraries. The authentication/validation process is built into those links. You can bookmark the Research Resources page, but a bookmark to the resource itself will not work.

Some resources are only available for use within Douglas County Library branch buildings.

Make sure that you enter your library card number correctly. If you entered your library card number incorrectly, the failed connection may remain in your cache or temporary Internet files. Clear your cache or temporary Internet files and try again.

 

Some resources require that the date and time settings on your computer are accurate.

In order to connect to some library resources, cookies must be allowed.

Some databases are not compatible with the AOL browser. After connecting to the Internet, minimize AOL and open Internet Explorer, Firefox or Netscape. See our links for upgrading your browser.

Macintosh users using Internet Explorer may experience difficulties with some databases. Use Safari, Firefox, or Netscape.

You may be using security settings or a firewall that is preventing you from connecting. Your Internet service provider, firewall vendor or network technician can help you adjust the settings.

Ensure that “referring URLs” are allowed. A referring URL allows the database vendor to recognize that you are coming from the validated Douglas County Libraries page.

Web Accelerators can affect your ability to connect to some library resources. Turn off the accelerator and try again.

In Internet Explorer, if your security setting is set too high, you may be prevented from connecting because cookies are disabled. Try setting your security to “low.”

See also: ReferenceUSA Technical Help Guide for assistance connecting to ReferenceUSA.

Other resources may have a link to technical support on the second login page. Sometimes technical support for the specific database can assist you.

Some configurations may not be compatible with the requirements of certain online resources. Because database connection variables are constantly changing, you may have to come to the library to use a particular resource.

Enabling Cookies and Javascript

To work with Douglas County Libraries databases, your browser needs to have cookies and Javascript enabled. (Note: instructions are taken from WebTycho's browser support pages.)

How do web sites use cookies?

Most cookies are useful in web surfing. Some cookies ("session cookies") last only until you close your browser. This type of cookie is mainly used to remember choices that you make as you navigate through a web site.
Many sites leave cookies on your computer so that they recognize you when you return to their sites. These cookies ("persistent cookie") identify you so that options and preferences that you have chosen in the past are used for your current visit to the site. The Internet offers a wide variety of useful services such as free e-mail accounts, online forums, and e-commerce sites. The use of cookies is essential for these sites. Without cookies, for example, the sites would have no way to track the items that you placed into your virtual shopping cart as you browsed about the site.

Step 1: Check your browser.

  • Click Check Your Browser to determine if you have cookies and JavaScript enabled.
    • Yes? If Cookies Enabled= YES and a JavaScript Version number is indicated, you're all set!
    • No? If Cookies Enabled= NO and/or there is no JavaScript Version number indicated, then see Step 2, below.

Step 2: Enable cookies and Javascript

If cookies and/or Javascript are not enabled, determine which browser you are using (click Help--> About to get the version number) and then follow the instructions below.

Mozilla Firefox (1.0 final release and earlier)

  • Go to the "Tools" menu.
  • Select "Options".
  • Select the "Privacy" icon in the left panel.
  • Check the box corresponding to "Allow sites to set cookies".
  • Click "OK" to save changes.

Internet Explorer 5.x

  • From the menu bar, click on Tools > Internet Options.
  • Click the Security tab.
  • Select the Internet zone.
  • Under Security Level for this zone, click Default Level. The security level should now say Medium, which will enable cookies and Javascript.
  • Click OK.
  • Click Check Your Browser to make sure that cookies and Javascript are now enabled.

Internet Explorer 6.x

  • From the menu bar, click on Tools > Internet Options.
  • Click the Security tab.
  • Select the Internet zone.
  • Under Security Level for this zone, click Default Level. The security level should now say Medium.
  • Click on the Privacy tab.
  • Click on Default. The privacy level should now say Medium.
  • Click OK.
  • Click Check Your Browser to make sure that cookies and Javascript are now enabled.

Netscape 6.x

  • From the menu bar, select Edit > Preferences.
  • Under Category, select Advanced.
  • Click the boxes which say Enable Java and Enable Javascript for Navigator.
  • Under Category, open the menu (triangle icon) for Privacy and Security.
  • Click on Cookies, then select Enable all cookies.
  • Click OK.
  • Click Check Your Browser to make sure that cookies and Javascript are now enabled.

Netscape 7.x

  • From the menu bar, select Edit > Preferences.
  • Under Category, select Advanced.
  • Click the box which says Enable Java.
  • Under Category, open the menu (triangle icon) for Advanced.
  • Click on Scripts & Plugins and select Enable JavaScript for Navigator.
  • Under Category, open the menu (triangle icon) for Privacy and Security.
  • Click on Cookies, then select Enable all cookies.
  • Click OK.
  • Click Check Your Browser to make sure that cookies and Javascript are now enable

Trouble with PDF Documents

A number of databases offer full text documents in Portable Document Format (PDF). Adobe Reader is required to access these PDF documents. If you have Adobe Reader installed and are still having trouble, you may need to upgrade your Adobe Reader version.

  1. Download the latest version of Adobe Reader by clicking on the icon. Get Adobe Reader
  2. Need further help?The University of Maryland University College's Adobe Reader Help page has instructions on downloading, installing and configuring Acrobat.

Clearing the Cache, History and Cookie Files

Sometimes previously stored items in the browser's cache, history or cookie files may interfere with access to a database. To clear your browser's cache, history and cookie files, see the instructions below. (Note: instructions are taken from WebTycho's browser support pages.)

Mozilla Firefox 2.0 (More Info)

  1. Click Tools, and select Clear Private Data on the Firefox menu bar.
  2. Check the items that you would like to clear (cache, cookies, history).
  3. Click Clear Private Data Now.
  4. To view your cookies click Tools, and select Options on the Firefox menu bar.
  5. Choose the Privacy Button.
  6. In the Cookies Box Click Show Cookies. Choose the cookies that you wish to delete. (Note: You should have the box labeled Accept Cookies from sites checked.

Internet Explorer 6.0+ (More Info)

  1. Click Tools, and select Internet Options on the Internet Explorer menu bar.
  2. At the General tab, Click Delete Files.
    1. Optional: Check Delete all offline content.
  3. Click OK on the Delete Files dialogue box.
    1. It may take several minutes for the files to clear.
  4. Click Clear History, Click Yes when dialogue box appears.
  5. Click Delete Cookies, Click OK when dialogue box appears.
  6. Click OK.
  7. Close all open IE windows, restart IE and try the library databases again.

Internet Explorer 5.0 or 5.5

 

  1. Click Tools, and select Internet Options on the Internet Explorer menu bar.
  2. At the General tab, click Delete Files.
    1. Optional: Check Delete all offline content.
  3. Click OK on the Delete Files dialogue box.
    1. It may take several minutes for the files to clear.
  4. Click Clear History, Click Yes when dialogue box appears.
  5. Click Settings, Click View Files on the box that appears.
  6. Click Edit, and choose Select All on the menu bar.
  7. Press the Delete button on your keyboard, Click Yes when dialogue box appears.
  8. Close the window when all files have disappeared (you may need to press the F5 button on your keyboard to refresh).
  9. Click OK.
  10. Close all open IE windows, restart IE and try the library databases again.

Netscape 6.0+

 

  1. Click Edit, and select Preferences on the Netscape menu bar.
  2. Click the arrow next to Navigator to expand the selection if needed.
  3. Click History.
  4. Click the Clear History button.
  5. Click the arrow next to Privacy & Security.
  6. Click Cookies.
  7. Click View Stored Cookies in 6.x (click Manage Stored Cookies in 7.x).
  8. Click Remove All Cookies.
  9. Click the arrow next to Advanced to expand the selection if needed.
  10. Click Cache.
  11. Click the Clear Memory Cache button.
  12. Click the Clear Disk Cache button.
  13. Click OK.
  14. Close all open Netscape windows, restart Netscape and try the library databases again.

For more information, go to WebTycho's Netscape help page.
AOL Users:

  • Click Start Menu > Settings > Control Panel > Internet Options.
  • Go to the Internet Explorer 6.0 section above and follow the instructions from Step 2 onward.
  • If your Internet Options control panel does not have a Delete Cookies button, then follow the steps for Internet Explorer 5.0 or 5.5 above, starting with Step 2.

Popup Blockers

Be aware that some of the databases, make use of popup windows. If your browser, Google toolbar or a popup blocking program are set to block popups, try turning the popup blocking feature off.

Alternative: Try holding down the SHIFT key while clicking on the link you are having trouble with. This may allow the link to open in a new window.

AOL Users

The AOL browser may or may not work with some databases. If you are an AOL user and experience difficulties, you may want to use AOL to get online but then use Internet Explorer or Mozilla Firefox to access the databases.

Upgrade your browser:

Some database vendors do not support earlier versions of Netscape, Firefox or Internet Explorer. We currently recommend IE 6+ or Netscape 7+. To update your browser: