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Troubleshooting Databases
The library does not attempt to provide detailed instructions on all computers, operating systems, browsers, and security software since the variety of options and releases would make this impossible. These instructions are general and are geared to the most prevalent configurations. You will need to interpret these instructions and understand how they should be applied to your own system. The library does not assume responsibility for any issues resulting from your attempts to re-configure your home technology environment. You should consult with your own technology experts if you are unsure of how to proceed on any technical issue.
Baltimore County Public Library's databases and other electronic resources are for the exclusive use of our customers and are licensed accordingly. Most of these resources are available to our customers from home as well as in our branches but there are some resources that the library is not allowed to offer remotely.
To help protect against unauthorized use, the library is required to work with the database vendors and to use a series of technologies overlaid on top of each other to insure that users are BCPL customers. Unfortunately these technologies can cause problems particularly for home users who may have very different computers types (such as a PC vs Mac), operating systems, browsers, connection modes, or firewall/security configurations. The library will do our best to help you overcome any problems that you may encounter in the use of these resources but we cannot guarantee that all users will have trouble-free use of these tools nor access to extensive support for the configuration of your home computing environment.
2) If your network address is NOT from one of BCPL's computers or from our in-house wireless network, then you will be prompted to enter your library identification (barcode or registered user name) and your password (step A below) and confirm in the upper left-hand corner (step B below) that your login was recognized. These resources are for exclusive use of Baltimore County Public Library customers but you can apply for a library card online if you qualify and do not already have a card in our system (step C below).
3) Once the library confirms that you are a valid BCPL customer, you are passed to the resource along with information called a "referring URL". This information is hidden but assures the database vendor that you are a BCPL customer. This process is the part that most frequently goes awry. Symptoms frequently include being asked for more information such as a login or password. This problem can usually be fixed by editing the configuration of your web browser or by editing your firewall software .
1) Problem: If you get an error page or message: Solution: Bookmarked links directly into the databases can go bad. You should only access these resources through links on the library's pages.
2) Problem: You are asked for additional login/account/passwords when you click through to the database or the page that you land on does not appear to be the tool that you were expecting.
Potential Solution #1: You may need to edit the configuration on your web browser
Improper browser configuration settings on your web browser (ie: Internet Explorer, Foxfire/Mozilla, Netscape, Safari) may cause remote access issues. For example, your web browser will sometimes retain information (cookies, etc) from other sites you use and this detritis can interfere with your use of one or more of our databases. The most frequent browser issues:
Advance Privacy Setting for cookies is improperly set. To change this setting (Microsoft Internet Explorer v.6.0 and higher)
1) Open your browser and click on the Tools drop-down menu
2) Select Internet Options…
3) When the Internet Options window appears click on the Privacy tab, then the Advanced… button.
4) When the Advanced Privacy Settings window appears, place a check in the checkbox next to ‘Override automatic cookie handling’.
5) Click OK on the Advanced Privacy Settings window and Internet Options window to close.
Data in your temporary Internet History needs to be purged. Your Internet browser can retain data from other websites that you use which confuses our database websites. You can clear this data from your system by doing the following (Microsoft Internet Explorer v.6.0 and higher)
1) Open your browser and click on the Tools drop-down menu
2) Select Internet Options…
3) When the Internet Options window appears click on the General tab, then the Delete button of the section labeled "Browsing History." For best result, all boxes should be checked but most issues reside in the "Cookies" area so that is frequently a required step.. Note: deleting information such as cookies, passwords, form data, etc will require you to re-type some login information when you re-visit other websites for the first time. You may not want to take this step if you are normally automatically logged into sites with membership logins, passwords, etc. that you have not recorded and that you no longer remember.
4) Click on the Delete key and wait until all data is purged. This may take a while depending on how much data is in those files.
5) Close your browser and re-start it to have the changes take effect.
Potential Solution #2: You may need to edit the configuration on your security/personal firewall software so that it doesn't obscure the library's assigned referring URL.
Remote access to our databases uses referring URL authentication to keep unauthorized users from getting into the system. Referring URL authentication checks the information transmitted by your browser to make sure that you are connecting through an authorized institution. If the referring URL is absent you will get experience difficulty, usually because of a firewall or other security software. If your computer is running Norton Internet Security or Norton Personal Firewall, this software is probably stopping your browser from sending the referring URL. You will need to configure your personal firewall to stop it from blocking the referrer information.
If you have Norton Internet Security 2005 or 2006, try the following:
1) Open Norton.
2) Go in to the Privacy control section.
3) Click on Configure.
4) Click on Custom level.
5) Uncheck Enable browser privacy.
6) Click on OK and close out of Norton.
After making the suggested changes above, close your browser if you have not already done so, then reopen the browser and try accessing the database again.
If you are still unable to access the database you need after making the suggested changes we have listed above, try following the additional configuration settings listed below. Please note that our instructions on this page are general and cannot be comprehensive to include step by step directions for any and all browsers or security software.
Potential Solution #3: You many need to add the URLs for some/all of our database vendors as trusted sites in your security software/firewall.
If your computer is running Norton Internet Security, Norton Personal Firewall, or other security software, it could be this software that is stopping your browser from sending the referring URL. You will need to configure your personal firewall to stop it from blocking the referrer information. Most firewalls will allow you to set up a trusted site. Once you set up a trusted site in your firewall, you will be able to access the site.
If using Norton Internet Security 2005, follow these steps:
1) Open Norton Internet Security 2005.
2) Click on privacy control.
3) Click on configure.
4) Click on advanced.
5) Click on add site.
6) Enter in the name of the trusted site.
&) Click on ok.
Trusted domains to be added:
BCPL
bcpl.net
EBSCO epnet.com ebsco.com ebscohost.com
GaleCengage infotrac.galegroup.com galenet.galegroup.com find.galegroup.com
Grolier ea.grolier.com gme.grolier.com go.grolier.com go-passport.grolier.com nbps.grolier.com lp.grolier.com atb.grolier.com
HeritageQuest heritagequestonline.com umi.com persi.heritagequestonline.com
ProQuest umi.com proquest.umi.com
Reference USA referenceusa.com
If you have followed the above instructions, but are still unable to resolve your connection issues, you should check the Symantec website for Norton AntiVirus and Norton Internet Security Product Support. Symantec also provides Home and Home Office/Business Support, where you can find troubleshooting tips, how-to-instructions and answers to common support issues.
Links to support sites for the most common home firewall software:
You can call Symantec Customer Service toll-free at 1-800-441-7234 or link to...
Printable version of Norton Internet Security information [PDF]
Additional Information about Norton Firewall and Norton Personal Security [PDF]
Passing referrer information with Norton Internet Security or Norton Personal Firewall 2003
1) Have you read this page and tried the solutions that are outlined on them? These solutions tend to fix over 90% of reported issues.
2) If you have tried these fixes and are still having problems: call the Information Desk at your preferred BCPL branch and ask them to confirm if that database is having any known problems. Branch staff can give basic support but cannot give indepth database training nor troubleshoot your home PC. They do report general database problems to the Library's database support staff for exploration and for local or vendor troubleshooting.
3) Some of our vendors offer direct support for their database. Please feel free to contact them or to review their support pages directly as they allow. It can save you a LOT of time.
HeritageQuest / ProQuest
ProQuest
ReferenceUSA
ReferenceUSA
ValueLine
Editor: MWS
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