Databases Troubleshooting Guide

Access to online databases can be problematic. Users are running computers that have various operating systems and also various browers (Netscape, Internet Explorer, ALO, etc.). Vendors for the databases have optimal requirements of hardware and software. In some instances these requirements may be different from what is running on your computer. If you are experiencing difficulties getting into any of the CVA databases, please read through these suggestions. If you continue to have problems, please contact the library staff.

Some basic things to check:

1. Make sure your browser is set to except cookies. This is a PREFERENCE setting.

2. Turn off any firewall software.

3. Disable CALL WAITING from your phone line.

4. You may be "timed out" while in a databases. This means that there has been no activity on your part for a certain amount of time. You will have to re-do your search.

5. If you can't get into a database there may be too many people at the same time trying to access it. Some databases have a limited number of portals. Wait a few minutes and try again.

6. Try clearing your browser's CACHE. This is a PREFERENCE setting.

7. If you are on a CVA computer and you get a login screen requesting a USER ID and PASSWORD, please notify the Library staff. CVA campus computers should be I.P recognized. We have had instances that the vendors have removed some of our I.P. numbers. We would need to check with the vendor. You can also try connecting to these databases via the "Off Campus User" link. In these cases you would have to type in your 7-digit CVA library number. (Example: 1100999).

8. If you are on a non-CVA campus computer and you get a login screen requesting a USER ID and PASSWORD:

*Be sure that you have clicked through on the correct link. Accessing most (but not all) databases from non-CVA computer needs to be done by clicking a separate link, not the main title link. Read the OFF CAMPUS USERS note for that database.

*You may have problems if you are using AOL as your browser. If your Internet provider is AOL you still can open either Netscape or Internet Explorer and use either one as your browser.

*Older versions of Mac operating systems and older version of Netscape can cause access problems. You may have to upgrade your software.