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Remote Access - Troubleshooting Tips

 

If you experience problems accessing our electronic resources from outside Alameda County Library, try the following:

If you get an error message such as Access Error, Insufficient Credentials, chances are that information (cookies, referring URL) required for remote access is being blocked by your computer.

Check your browser
Make sure you are using Internet Explorer 5+, Netscape Navigator 7+ or Mozilla Firefox. You can check your browser version with
Browser Check.

Cookies, Temporary Internet Cache & Security Zones
You may want to delete the Temporary Internet File Cache as follows:

Internet Explorer:
  1. Click on Tools
  2. Click on Internet Options
  3. Click Delete Files and then select “Delete all offline content”.
  4. Also, delete the Cookies, if you see a Delete Cookies button.
  5. Click Clear History
  6. Click Yes.
  7. Click OK to close Internet Options
  8. Close Internet Explorer and try again.
For Macintosh users, Firefox can be used. Also, if using Safari, clearing the Temporary Internet File Cache is usually done by clicking Safari on the top menu bar and then click "Empty Cache".

Firefox:
  1. Click on Tools
  2. Click on Options
  3. Click on Privacy
  4. Please Clear the Cookies, Cache and History.

Please close all Internet browser windows and re-open Firefox or Internet Explorer and try again.

If the problem persists within Internet Explorer, then check the security options for the Internet through Tools > Internet Options > Security tab. Please change the security for the Internet zone to the "Default Level" which is "Medium". Click "Default Level" in the lower right . This changes the Security to "Medium".

Click OK. Close and then re-open Internet Explorer before retrying the login. Launch the database again.

Java and JavaScript
Many databases use JavaScript or Java and, in these cases, your web browser must have Java and JavaScript enabled. You can use Browser Check to determine if Java and JavaScript is enabled.

Make sure that your cookies are enabled
Check your browser's Internet security settings to make sure that it accepts cookies. You can find out if your cookies are enabled / disabled with Browser Check. To enable your cookies, follow these instructions: http://scholar.google.com/cookies.html

Make sure that your referral URLs are not blocked
To check whether you are blocking referring URLs, please click Browser Check then Click "OK" Click "URL Verify" Click "OK". If you do not see any value next to "Referring URL:" you are blocking referring URLs. There are products available which can block referring URLs.

Check your Windows Operating System
Windows XP SP2 users, please note: Window's Firewall is turned on by default. To adjust or disable the firewall, please follow these Microsoft instructions.

Check if you have a firewall
You can check the manuals of your home networking devices, such as wireless access points or broadband routers, to determine if they include built-in hardware firewalls. If you are uncertain whether a software firewall has been installed on your computer, you can check in the All Programs folder. Click Start, and then click All Programs. Look for a firewall program that is installed. Some common brand names for software firewalls for home users include McAfee, Symantec, Norton Personal Firewall, and Tiny Personal Firewall.

Other possible reasons why you may not be able to access the resource:

  • Try accessing other Alameda County Library databases. If you can, it may mean that the resource is down due vendor issues - please try again later.
  • If you are using a computer that is part of another network (office, school, institution), it is possible that the network's firewall is blocking access to our resources. This is something that Alameda County Library cannot fix so you will need speak to the IT staff.

If this problem occurs for more than a day, please contact Web Support, describe your problem (screenshots, error messages), the browser you are using, the OS PC or MAC, your ISP and the date & time of your access attempt the page you were on and the link you tried to access.

View a Complete alphabetical list of the online resources

 

 

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