Having problems with getting into databases from home or office?
Here are some tips to help with frequently encountered problems:
Problem: After I click on the resource I want to use and enter in my library card barcode to authenticate, I'm asked for a username or password, or the database is still not accessible.
Do you have a firewall installed on your computer system?
Firewalls may block access to the library's commercial databases. If you have installed a firewall on your computer - either in the browser, the operating system, or the security software, you must temporarily disable your firewall in order to use our electronic resources. Examples of personal firewalls include ZoneAlarm, Norton Personal Firewall, Norton Internet Security, BlackICE, and McAfee Firewall. (Be sure to enable it again when you are finished using the database.)
Instead of disabling any firewall software on your computer, you can also try changing its settings to allow "referring URLs" to be sent the database websites. Making this change requires advanced configuration of your firewall. You will need to contact your firewall vendor for instructions about how to make this change.
Does your computer restrict cookies?
In order for the databases to work properly, your web browser (Internet Explorer, Chrome, Firefox, Safari, etc.) must be set to accept "cookies," which are temporary files that allow you to interact with secure web sites. In order to enable cookies, please follow these steps:
Internet Explorer: From the "Tools" menu on the toolbar, select "Internet Options." Click on the "Privacy" tab. Move the slider bar down to "Medium" setting and click on the "Apply" button. Finally, click the "OK" button.
Firefox: Locate the menu (three horizontal lines) at the far right of the toolbar and click on it. Select "Options." In the menu on the left, choose "Privacy." Add a check to the box to "Accept Cookies from Sites."
Chrome: Locate the menu (three horizontal lines) at the far right of the toolbar and click on it. Select "Settings." Scroll to the bottom of the page and click on "Show Advanced Options." Locate the "Privacy" section and click on "Content Settings..."Select the option to "Allow Local Data to be Set." Then click "Done."
Safari: From the "Tools" menu on the toolbar, select "Preferences." Click on the " Preferences" icon. Choose your setting.
Have you cleaned out your cache (Firefox/Safari) or deleted your Temporary Internet Files (Internet Explorer)?
Internet Explorer: From the "Tools" menu on the toolbar, select "Internet Options." Click on the "General" tab. Click on the "Delete..." button under "Browsing History." Under "Temporary Internet Files," click on the "Delete files..." button. On the confirmation dialog box, choose "Yes" to delete the temporary files. To exit the options, click "Close" and then "OK."
Firefox: Locate the list menu (three horizontal lines) on the far right in the toolbar and click on it. Next, click on "History" and choose "Clear Recent History." Set your time range to "Everything" and make sure that box for cache is checked. Lastly, click "Clear Now."
Chrome: Locate the list menu (three horizontal lines) on the far right in the toolbar and click on it. Hover over "History" and a new submenu will appear on the left. Click on "History." At the top, choose "Clear Browing Data." Make sure that "the beginning of time" is set as your time range and also make sure that "Cached Images and Files" is checked. Lastly, click on "Clear Browsing Data."
Safari: From the "Tools" menu on the toolbar, select "Preferences." Click on the "Privacy" icon. Click “Remove all website data”.
Are you trying to get to the databases from a bookmark or favorite you created?
All of our databases require special Internet addresses that let the commercial vendors know that you are a Gloucester County Library System cardholder and have a valid library card. These resources will not be available to you if you add them to your "favorites" or "bookmark" files on your web browser. You will always need to access the databases via GCLS website eReference Center. On the eReference Center page, select the database that you want to search from the subject list. After clicking on the link that takes you to your selected database, you will be asked for your library card number at the next screen. This is the correct way to access our databases remotely.
Were you able to successfully access the databases in the past?
If you have been able to access the databases in the past, but are unable to use a particular one now, the problem may not be yours, but could be with the database provider. Their server may be down temporarily for any number of reasons. Wait an hour and try it again. If you still cannot get into it, please notify the Reference staff at the Mullica Hill Branch by calling 856-223-6050 .
Problem: The authentication system won't recognize my library card number.
Do you have a valid, current Gloucester County Library System card?
Only Gloucester County Library System cardholders are allowed access to these resources from outside the Library. Please note that Ancestry Library Edition is only available on GCLS computers and Antiques Reference (Prices4Antiques) is only available at the Mullica Hill Branch.
Did you enter your library card barcode number without any spaces?
When entering your number, make sure your don't leave any spaces between the numbers. If you are trying to type your number in with a number keypad, make sure your Num Lock is on.