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Electronic Resource Troubleshooting FAQ

Remote Use of eBooks and Databases

I enter my library card number and PIN, and it says "Sorry, Your identification is not recognized."

Your card number, PIN, or both do not match what we have on file. Reenter the 14 digit card number WITHOUT SPACES from your blue Santa Clara County Library Card and verify your PIN. If you cannot remember your PIN, you may try the last four digits of your phone number or please visit any of Santa Clara County Library to reset or enter a new PIN.

I enter my library card number and PIN, and then the Database or eBook asks for a username/ID and password, OR says I am not authorized, OR says that I need to return to my library's website, OR shows me an eBook's table of contents only.

Many of the electronic resources have certain technical requirements for authentication. You may need to make changes to your browser security settings (Internet Explorer, Firefox, Safari, etc.) and personal firewall (Norton Personal Firewall, ZoneAlarm, etc.). One or more of the following settings may need to be changed for that browser session:

Adjust firewall settings
Be able to accept cookies
Have Java, JavaScript, or ActiveX turned on
Netscape users: Smart Download option must be disabled
Turn off pop-up blockers
Change settings on your privacy filter, spam filter, or spyware software
Change privacy settings on toolbars installed on your web browser
Set your personal firewall to allow cookies, allow mobile code, or allow scripting for both the library's remote authentication address AND the individual database's web address.

The library's electronic resource web pages must be accessed through the library website and not as bookmarked links.

Some problems are solved when you open a browser window, delete temporary Internet files and cookies, close your browser window, open a new browser window, refresh the page, and then go to our website to access the electronic resource. The temporary Internet files and cookies can often be deleted by going to the Tools menu in your browser and clicking on Internet Options.

It is difficult to address every computer configuration. These are basic settings that may cause problems accessing the databases. If you are unable to access the databases after changing these computer settings, please contact your local library or the library webmaster by clicking here.

Can I use an Apple Computer to access the Databases?

Most databases work well with Safari and Internet Explorer for Mac. However, some databases are currently not supported and you may experience access problems. Common error alerts include "Too many redirects" or receiving a login in screen instead of the database search page. If you experience difficulty, please visit the library to access these databases.