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.
• If you are receive an error message when trying to connect to a ProQuest database, such as the Safari Online Tech eBook collection, please visit ProQuest's troubleshooting website by clicking here.
• If you receive an error message when trying to connect to an Ebsco database, please visit Ebsco's troubleshooting website by clicking here.

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.

I've successfully downloaded my OverDrive eBook title with the help of Adobe Digital Editions and I've successfully transferred my eBook title to my Sony Reader. However, my eBook title won't open or display in my Sony Reader.

There is an issue with borrowed EPUB and PDF eBooks and the Sony Reader, where having both formats on the device will allow only the recently transferred format to work. Deleting previously transferred titles before transferring new titles is one possible solution to this issue. OverDrive is aware of the problem and is working on possible solutions with both technology partners.

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 screen instead of the database search page. If you experience difficulty, please visit the library to access these databases.