Database Troubleshooting

General Tips

Home access requires a valid St. Charles Public Library card and PIN number. A Library card that has expired cannot be used to access Library databases from home. (Databases may be accessed by both Library and non-Library card holders from a computer within the Library.)

Internet Explorer and Netscape Browser Settings

1. Are you using the most current versions of Internet Explorer/Netscape/FireFox/Opera and Adobe Acrobat Reader?

• For Internet Explorer, go to Help>About Internet Explorer.
• For Netscape, go to Help>About>Netscape.
• For Adobe Acrobat Reader, go to Help>About Adobe Version.

It is advisable to have the most current versions of the programs to use the Library’s databases. Check each company’s web site to download the most current version.

2. Your browser must be able to accept cookies.

• In Internet Explorer, go to Tools>Internet Options>Privacy. If you see a slide bar, move it down to the lowest level of privacy to “Accept all cookies.”
• In Netscape, go to Edit>Advanced. On the lower half of the screen, choose “Accept all cookies.”

3. Check Internet Explorer’s Content Advisor

"Browse the Web with Content Advisor" function. The Content Advisor may block a site because of a voluntary rating. To disable Content Advisor, click on the Windows Start button>Settings>Control Panel>Internet Options>Content. If the button is labeled “Disabled”, click on it. You will be prompted for a password; enter in the password you created when the Content Advisor was first enabled. Click OK, then restart your browser.

4. Check the security settings on your web browser or home computer. Some of the databases require medium to low levels of security and low levels of privacy. Recommended security settings for different web browsers are available on the Internet.

Firefox
Internet Explorer
Netscape
Opera

Note: You will need to ensure that you have a current virus scanning program loaded onto your computer.

5. If you have personal firewall software, check the manual or online help for more information.

6. Security settings at your workplace may be different. Contact your system administrator to determine if firewalls or other security settings can be changed.

7. Clear out your cache. You need to regularly clear out your cache to ensure that you are logging onto the most current version of the database. See the links listed under #4 above for instructions on how to clear the cache.

8. If the database is frozen or unresponsive, close your web browser. Sometimes there are server problems at the database provider end. Wait five minutes, then try to access the database again.

AOL Browser Settings

1. Access your browser from the desktop – do not use the browser supplied by AOL or any other Internet Service Provider.

2. If you are an AOL subscriber and are using another browser to access the databases, clear the cookies and temporary files collected by your browser and the AOL browser. You can clear the AOL browser by going to the web site you have problems with, and then reloading the page. Check http://webmaster.info.aol.com/cookieguide.html for more information.

If you are still unable to connect, then please contact the Information Services department at 630-584-0076 ext. 1, EMAIL , or through our Ask a Librarian-Live! service. Please tell us:

1. your name and Library card number
2. what database you are trying to access
3. what browser you are using
4. exactly what the error message says

MBC 6/05