Digital Library frequently asked questions

Frequently asked questions:

1. How do I get a PIN number to access databases?
2. What if I have a barcode and PIN but are blocked from accessing databases?
3. Why can't I access eBooks from home? 
4. Why am I getting an Action cancelled or Page unavailable message?
5. Why am I being asked for another username and password?
6. Why am I getting a message about Missing required parameters?
7. Why am I getting a message that says 'A server error has occurred: No Patron Data Source defined'

Things to try when troubleshooting access

1. Check our Systems Alerts page
2. Do I need Cookies? How do I enable them?
3. What about Java and Javascript?
4. Temporary Internet Files and how to delete them
5. Download management software
6. Firewall software
7. Norton Internet Security software

---

1. How do I obtain a membership PIN?

The Barcode and PIN for accessing the digital resources through the Auckland City website is the same as the one you use to log in to My Info. If you have entered your barcode and pin number, then clicked submit but

• all that happens is the password box gets cleared, or 
• you get an error message that says 'Sorry the information you submitted was invalid. Please try again'

you may have entered your barcode or PIN wrong; check it and try again. If it still doesn't work, contact a librarian.

If you are certain you do not have a PIN, you can create one by logging in as a first time user - enter only your barcode and click on 'Submit'. If nothing seems to happen, you probably already have a PIN. In this case, please telephone us on (09) 307 7795 and select '0' to talk to a librarian or email library membership to get your pin reset.

If you get an error message that says 'Sorry the information you submitted was invalid. Please try again' you may have entered your barcode incorrectly; check the barcode and try again.

 Return to top

---

2. What if I have a barcode and PIN but are blocked from accessing databases?

If you get an error message that says “You are not permitted to access this database”, you may have joined the Auckland City Library system as a Pay-as-you-go member. This membership type does not include access our databases. If you wish to get access, you will need to get either a remote or subscription membership.

Otherwise there may be an issue with your membership. Please telephone us on (09) 307 7795 and select '0' to talk to a librarian or email library membership

 Return to top

---

3.  Why can't I access eBooks from home?

You can! You may just need to create a free netlibrary account.

 Return to top

---

4. Action cancelled or Page unavailable

Error message:

You have successfully entered your Library barcode and PIN but when you select AncestryPlus you get the above error message rather than connecting through to the database.

Solution:

IE 6 - If you are using IE 6 go to Tools>Internet options>General. In the section headed Temporary internet files click on Delete files. Click OK.  Log back in to the database.

Netscape - Go to Edit > Preferences
A box will open.
Under the web browser heading on the left hand side click on the 'advanced' word.
You should now see a heading of 'History' in the main area of the box, click on the clear history button.
There is also a heading called 'Cache', make sure you have 'always' selected.
Then click the empty now button.

 Return to top

---

5. Username or password

Error message:

Solution:

Your browser needs to be configured to accept all cookies.

IE6 -  If you are using IE 6 this setting is under Tools>Internet options>Privacy. Click on the "Advanced" button, then make sure that all cookies are accepted along with session cookies.

IE5.x  - The setting is under Tools>Internet options>Security>Internet zone>Custom level>Cookies. Select enable under Allow cookies that are stored on your computer.

In Netscape - Go to Edit > Preferences > Advanced > check "accept all cookies"

 Return to top

---

6. Missing parameters to login

Error message:

You have successfully entered your Library barcode and PIN but when you selected ProQuest you get the above message rather than connecting to the ProQuest site.

Solution

IE6 -  If you are using IE 6 this setting is under Tools>Internet options>Privacy. Click on the "Advanced" button, then make sure that all cookies are accepted along with session cookies.

IE5.x  - The setting is under Tools>Internet options>Security>Internet zone>Custom level>Cookies. Select enable under Allow cookies that are stored on your computer.

In Netscape: Go to Edit > Preferences > Advanced > check "accept all cookies"

If you want to delete the cookies that your session has used you can use the cookiecutter function:
Go to http://www.umi.com/cookiecutter
Click on the button on screen to reset your browser
Close out of your browser.

 Return to top

7. I am getting a message that says A Server Error Has Occurred: Could Not Attach to Patron Data Source Profile.

You will see this message when the Remote Access server is unavailable. Try again in 15 minutes. If the server is still not available contact the helpdesk and let them know there is a problem.

 Return to top

Things to try when troubleshooting your problem

1. The System Alerts Page

This page contains current information about any system errors or on-going problems we are experiencing with our website, and also has troubleshooting information.

 Return to top

2. Cookies

Most of these databases require that you have Cookies enabled in your browser. Cookies are small pieces of text that are written to your computer temporarly to hold your login details while you are using the database.

In order for you to enable cookies on your computer, follow these steps:

If you are using MS Internet Explorer 6.0

Choose Tools> Internet Options> Privacy. Click on the "Advanced" button, then make sure that all cookies are accepted along with session cookies. Then click the "OK" button again to save your settings and return to Internet Explorer.

If you are using MS Internet Explorer 5.X:

Choose Tools> Internet Options> Security. Click on the "Custom Level" button. A new window should pop up. Scroll down through the list of options until you reach a main section titled "Cookies". Make sure the "Enable" option is selected under the "Allow cookies that are stored on your computer" and the "Allow per-session cookies (not stored)" sections. Once this option has been selected, click the "OK" button to return to the Internet Options window. Then click the "OK" button again to save your settings and return to Internet Explorer.

If you are using Netscape Navigator 4.X

Choose Edit> Preferences> Advanced. Under the "Cookies" heading, make sure that the first option, "Accept all cookies" is selected. Once it's selected, click the "OK" button.

 Return to top

3. Java and JavaScript

Java and JavaScript are software languages designed to help websites display and process content. If you have newly installed Windows Vista, XP SP2 or Internet Explorer you will need to install the Java Runtime Environment separately as this browser version does not install it automatically.

Download and install the Java Runtime Environment for your operating system at (SUN - http://www.java.com/en/download/windows_automatic.jsp; MAC: http://www.apple.com/java/ ).

 Return to top

4. Temporary Internet Files and how to delete them

When you surf the internet your web browser downloads a copy of the websites you visit while you are browsing, and keeps it for a while to speed up your browsing. Sometimes the browser can get confused between the copy on the site you are visiting and the  copy of the website stored on your computer. By deleting the temporary internet files you can ensure that your browser will get the most up to date version of the website, and that your browser is not confused by a previous visit to our website.

To delete your temporary files:

IE 6 - If you are using IE 6 go to Tools>Internet options>General. In the section headed Temporary internet files click on Delete files. Click OK.  Log back in to the database.

Netscape - Go to Edit > Preferences
A box will open.
Under the web browser heading on the left hand side click on the 'advanced' word.
You should now see a heading of 'History' in the main area of the box, click on the clear history button.
There is also a heading called 'Cache', make sure you have 'always' selected.
Then click the empty now button.

 Return to top

5. Download management software

All download managers or download accelerators should be turned off or disabled when connecting to the Library's databases. These services see the webauth.exe that is part of the authentication URL as an executable that must be downloaded first before you can access the site and this is not the case. Examples of such services that should be disabled or turned off include: GetRight (GetRight.com), Netscape's Smartdownload and GetBot (getbot.com, download manager). Software such as RealDownload or ad-blocking software can also interfere with Remote Access.

 Return to top

6. Firewall software

If you have a firewall at home and are having problems make sure all "firewall" software is turned off.

 Return to top

7. Norton Internet Security

One of the default settings for Norton Internet Security under "Privacy control" is to turn on the option to Enable Browser Privacy, and one of the things this does is block the referred URL header. This means you won't be able to access some databases. Alter your settings to allow access.

 Return to top