Troubleshooting Guide for Remote Pasadena Public Library Patrons accessing ReferenceUSA

To use ReferenceUSA remotely, the ReferenceUSA Web site must verify that you are a Pasadena Public Library patron.  To do this, it must communicate with your computer to check where on the Internet you are coming from.  The ReferenceUSA site expects you to be coming from the Pasadena Public Library Web site.  Some patrons may have firewalls, other software, or computer configurations that prevent this communication.  If you want to use this service, you may have to temporarily disable or modify such software or configurations.

Here is a list of know issue and some ideas to help you if you are having problems accessing ReferenceUSA.

If you are using AOL or CompuServe.

If you are using a proprietary browser such as CompuServe or America On Line (AOL) you may experience sporadic errors and/or access issues with ReferenceUSA.

Example: If you are attempting to access ReferenceUSA remotely and are receiving a username/password challenge page when you should not be, it is very likely that the proprietary browser is causing this.

It is highly recommended that users accessing ReferenceUSA via a proprietary browsers use a new, unmodified browser (i.e. Microsoft Internet Explorer) obtained directly from the manufacturer free of charge.

The necessary steps for accomplishing this are outlined below:

1. You will need to download an unmodified browser directly from the manufacturer (these browsers are offered free of charge).
   1. Example: Microsoft Internet Explorer. The Microsoft Internet Explorer download page is:
      http://www.microsoft.com/windows/ie/default.asp
2. Once the browser is downloaded and installed, it is recommended that you retain the default manufacturers configuration settings, which will be enabled upon installation.
3. Log onto the Internet using your ISP (Internet Service Provider).
4. Once you have logged onto the Internet, open another new browser window (with the recently installed Microsoft Internet Explorer).
5. To accomplish this, Click on the Start menu.
6. Scroll up to and select Programs.
7. Scroll over and select (by left mouse clicking on) the Internet Explorer icon.
8. A new Internet browser window will open in the Microsoft Internet Explorer browser window.
9. Direct your browser to the Pasadena Public Library E-Resources page  and select the link to ReferenceUSA.
10. You should now be able to access ReferenceUSA successfully.

If you type in your library barcode and are forwarded to the ReferenceUSA Web site but are presented with  ReferenceUSA's username/password challenge page.

This is usually a problem with the settings in your computer or Web browser.  Here are some possibilities:

•  AOL or CompuServe users see the above section, "If you are using AOL or CompuServe."

• Make sure your Web browser is set up to accept "cookies."  Cookies are small text files saved on your machine and ReferenceUSA uses them for authentication.  

  In Internet Explorer, the cookie settings are usually found under Tools-->Internet Options.  In Netscape, the settings are usually found under Edit --> Preferences.  
  If you are using Microsoft XP with Microsoft Internet Explorer Version 6.0 you may need to modify your default browser cookie handling configuration settings to resolve this issue. The steps to accomplish this are outlined below.
  

  1. Open a new Microsoft Internet Explorer browser session.
  2. Click on the Tools drop-down menu and select Internet Options…
  3. When the Internet Options window appears click on the Privacy tab, then the Advanced… button.
  4. When the Advanced Privacy Settings window appears, place a check in the checkbox next to 'Override automatic cookie handling'.
  5. Click OK on the Advanced Privacy Settings window and Internet Options window to close.

   

• Make sure you access ReferenceUSA directly from one of the Pasadena Public Library Web pages.

  YOU CANNOT BOOKMARK REFERENCEUSA.COM when accessing it remotely.   (Remote access is any access outside of the Pasadena Public Library.)  The Pasadena Public Library must authenticate users prior to forwarding them to ReferenceUSA.  Accessing ReferenceUSA via a bookmark that you have created sidesteps the authentication process and breaches security.

• If you are using a firewall or or Internet security software

  With the rise in popularity of cable modems, DSL and other high-speed Internet connections, more and more people are deploying a variety of personal firewalls and/or Internet security software packages (i.e. Norton Internet Security, LynkSys Firewall, etc.)  Try temporally disabling your firewall software and connecting again*.

  If you are using Windows XP, it has a built in firewall which you may need to disable.  On you computer go to your Start button an then to Help and Support.  Search for "Firewall" to see detailed instructions on how to disable and enable the Windows XP firewall.

   *Note: When reconnecting for the second time, you must go back to the Pasadena Public Library E-Resources Web page and click on the ReferenceUSA link.  This allows you to authenticate again by reentering you library card number.  You cannot access ReferenceUSA directly.

If you type in your library barcode and receive the message  "Sorry, the library card number you entered is not valid for remote access."

To use ReferenceUSA remotely, you must possess a valid Pasadena Public Library card that has been registered with either a Pasadena home or business address.

Minimum system requirements for accessing ReferenceUSA

Operating System:
Microsoft Windows 95 or greater
Microsoft Windows NT 3.51 or greater
Macintosh 7.5.2 or greater

Modem:
28.8K or greater

Browsers:
Internet Explorer 4.5 or greater
Netscape Navigator 4.5 or greater