|
Troubleshooting
for the Online Catalog and Databases
If you are having technical difficulties using either the online catalog or the databases, please try the suggestions listed below.
Additional issues when accessing the online databases.
OCPL strongly recommends that you install and use antivirus and anti-spyware programs on your computer. In addition, Microsoft Windows users should install all Windows updates. Viruses, spyware, and other "malware" can cause problems that affect your ability to use OCPL's online resources.
You can find your web browser version by clicking Help on the menu bar, then clicking About (browser name). For the current version of the online catalog (Horizon Information Portal 3.0), the web browser versions that are supported are as follows:
For Windows 98/NT/2000/2003/XP and UNIX:
For Linux:
For Mac OS 10.3.1 or higher:
You can download the latest version by selecting the appropriate link below:
Alternatively, contact your Internet Service Provider for details.
AOL Users: If you are having trouble accessing the catalog with the proprietary AOL browser, try switching to an alternate browser (Internet Explorer, Firefox, or Netscape) after you connect to AOL. If you are using AOL 9.0, you need to select the “Do not store web pages” setting in the AOL toolbar (Settings > Internet web options > AOL browser).
Clearing temporary Internet files in Internet Explorer 6.0:
To enable cookies in Internet Explorer 6.0:
For more information on managing cookies in Internet Explorer, see Microsoft's website at http://www.microsoft.com/windows/ie/using/howto/privacy/config.mspx
To clear cookies in Internet Explorer 6.0:
Some websites use cookies to store user names and passwords and automatically log you in when you visit. If you clear your browser’s cookies, you may need to enter this information again.
Internet services with accelerators (AOL TopSpeed, NetZero HiSpeed, EarthLink Accelerator, MSN Dial-up Accelerator) can cause problems with the way the catalog looks or displays. If you use one of these services and are having problems, try turning off the accelerator feature.
If you are connecting from home and have a firewall set up on your computer, try disabling the firewall before you connect. If that solves the problem, you can configure the firewall to allow access to the catalog and/or databases. Consult your firewall’s documentation.
If you are connecting from work, your company may have a network firewall that is blocking access. Check with your network administrator.
If you are trying to place a hold and you receive the message "You must enter an activation date greater than or equal to today's date" - check your computer's date and time settings, which can be found in the Date and Time control panel. Reset the date/time to the current day/time. This should correct the problem. If you continue to get the message, please e-mail: reference@onlib.org
If you are unable to login to your account in the catalog or digital catalog, or you cannot access the databases, check your library card number (User ID) and PIN (Personal Information Number). Make sure you are entering your entire library barcode correctly, without spaces. Your PIN should consist of numbers only. If you don't have a PIN, or you can't remember your PIN, contact your local library or call the Central Library at (315) 435-1904.
If you can login to the catalog but some of the functionality is missing, there could be a problem with your library card itself. Blocks due to outdated addresses or overdue items can have an effect on your ability to access certain functions of the catalog. Please contact your local library if you feel this might be the case.
Sometimes the catalog and/or databases are down temporarily. You may be able to access them if you try again later. If they will be down for an extended period of time, a notice will be posted on the website.
Please send an e-mail message to reference@onlib.org
Problems Accessing the Online Databases
I can access my account in the online catalog, but I can’t login to the databases.
Some databases are available online to all OCPL cardholders. To access one of these databases, click the link on the Databases page, and enter your library card number.
Other databases are available online only if you received your card at a library that subscribes to the database. Databases for the Central Library and city branch libraries are listed on the Databases page. If you received your card at another library, check their website or contact the library for information on the databases that are available to you.
Follow these steps to connect to the Central and branch library databases:
You may use any database in person at the subscribing library, whether or not you received your card from that library. Due to licensing restrictions, a few databases cannot be accessed remotely, and are only available in person at the subscribing library. Contact your local library if you have questions about database availability.
When I try to access the databases, I receive a message about downloading a file.
If you receive a message about downloading a file when you try to connect to the databases, the problem may be download manager software that you have installed on your computer. All download managers and accelerators should be turned off before using the databases. These programs incorrectly see the webauth.exe portion of the database URL as an executable file to be downloaded.
One of these is download managers is RealDownload, which is an optional component of RealPlayer. To disable RealDownload, click the Start button, then go to Programs > RealDownload > Disable Browser Integration. For other download managers, check the program's help files or the manufacturer's website for instructions.
When I try to use HeritageQuest Online, I receive a browser incompatibility error, even though I am using a current version of Internet Explorer.
In the HeritageQuest database, if you able to connect but you receive a "Browser Incompatibility" error, and you are using Internet Explorer version 6.0 or higher, you probably need to change your privacy settings. To allow cookies in Internet Explorer, click Tools on the menu bar, and select Internet Options. Click the Privacy tab and move the slider down to Medium. If it is already set at Medium, or if setting it to Medium doesn't help, try setting it to Low. Then, try accessing the database again.
When I try to use NewsBank, I receive an
error saying my search session has expired.
If you are using Internet Explorer version 6.0 or
higher, you probably need to change your privacy settings.
To allow cookies in Internet Explorer, click Tools
on the menu bar, and select Internet Options. Click
the Privacy tab and move the slider down to Medium.
If it is already set at Medium, or if setting it to
Medium doesn't help, try setting it to Low. Then,
try accessing the database again.
When I try to access NewsBank, I am asked
to enter a password.
This problem may be caused by a firewall on your system.
See the instructions under Check
Your Firewall above.