- Why do I get an error message when I try to connect to the library catalog?
- Why can't I connect to check my record or renew a book?
- I have your catalog page (library card and account page) bookmarked and suddenly I can't access it anymore. What happened?
- How do I clear my cache or temporary Internet files?
- Why do I get an error message when I try to access a library database or ebook from home or work?
- What if I've tried everything and am still having trouble?
- Why am I having trouble getting into the NoveList, NoveList K-8, and Auto Repair databases?
- I'm trying to access netLibrary from home, but I keep getting a message that I need to contact my library, what can I do?
- I can't log into America's Newspapers from home. After I enter my library card and last name, a popup appears from Newsbank asking for a user name and password. Nothing I try works. Any ideas?
- I am trying to register for Rosetta Stone; however, I keep getting a "referral error" with the message to "return to your library Web site to register."
1: Why do I get an error message when I try to connect to the library catalog?
Sometimes response time is slow because of too much congestion on the network. Be patient and try back again in several minutes. We have put processes in place to prevent connection errors; however, you can help out by always remembering to select "Exit" when ending your catalog sessions.
We post notices on our web site during system upgrades and when the catalog is down for any reason. If you tried to connect while the system was down, the failed connection may remain in your cache or temporary Internet files. Clear your cache or temporary Internet files and try again.
You may also try connecting to the catalog from this link.
Be sure your Internet browser is set to enable cookies.
If there is a firewall with security settings on your side, this may prevent you from accessing the catalog. Your Internet Service Provider, firewall vendor, or network technician can help you adjust the settings.
2: Why can't I connect to check my record or renew a book?
If you entered your library card number incorrectly, the failed connection may remain in your cache or temporary Internet files. Clear your cache or temporary Internet files and try again. Make sure that you are entering your 14 digit barcode correctly and without any spaces. It doesn't matter if your name is capitalized or not.
If you have not used your library card to check out materials recently, the card may have expired. Call the Information Line at 1-800-984-INFO (1-800-984-4636) to check on the status of your card.
3: I have your catalog page (library card and account page) bookmarked and suddenly I can't access it anymore. What happened?
With the newest version of our online catalog, you can now view your library account within the catalog. You may bookmark this page for an entry point into the catalog.
Note: In order to get the latest version of any web page, it's important to make sure your browser is checking for the latest version and not using an old cached copy of the page. Try clearing your browser's cache and try to access the page again if you are experiencing anything unusual associated with the catalog and library account pages.
4: How do I clear my cache or temporary Internet files?
See clearing your cache or temporary Internet files for instructions for several popular browsers, or use the help function of your browser for instructions specific to your set-up. Internet Explorer calls them Temporary Internet Files. Netscape uses the term "cache."
5: Why do I get an error message when I try to access a library database or ebook from home or work?
You must use the links on Contra Costa County Library's Research Center and eBooks pages to access databases and ebooks licensed to the Library. The authentication/validation process is built into those links. You may bookmark the most convenient Research Center page, but a bookmark to the database itself will not work.
Not all databases are available outside of the library due to licensing restrictions. These restricted resources are clearly marked in the Research Center pages.
Another possibility is that you may have mistyped your library card number and/or name. Make sure that you are entering your 14 digit barcode correctly and without any spaces. It doesn't matter if your name is capitalized or not. You may also test your remote status by viewing your Library Card & Account from the Library's homepage. Go into Renew Items/Check Your Record and see if you can successfully view your patron information. The database which validates you as a user for the electronic resources is the same one that allows you to check out library materials.
If you entered your library card number incorrectly, the failed connection may remain in your cache or temporary Internet files. Clear your cache or temporary Internet files and try again.
Security/firewall/anti-virus software can sometimes affect how browsers handle cookies. Please make sure you have cookies enabled in your software, or add the Library Web site to your "safe list" of sites.
Occasionally the database providers have technical problems. Try to access the database again later.
6: What if I've tried everything and am still having trouble?
You may fill out this form to request technical assistance. Tell us what database you are trying to access, your name and library card number, what browser you are using, and what the error message says.
Some configurations may not be compatible with the requirements of certain online resources. Your Internet access may already have a proxy server in place. For example, many Internet connections in a workplace or school use proxy servers to connect to the Internet. Users cannot disable or change these servers to add the proxy address required to connect to the library's databases. If you need help for this type of situation, you must contact your site's technical assistance team.
If you are trying to access the online databases from a computer with security software installed, you may not be able to get to the area required to type in the proxy server address. Please contact the appropriate technical assistance people for help.
The library cannot anticipate all variables. You may have to come to the library to use a particular resource.
7: Why am I having trouble getting into the NoveList, NoveList K-8, and Auto Repair databases?
The Library authenticates the remote user against the patron database and a referring URL is sent from the Library to the database. Some access problems are a result of the newer Norton securities blocking a referring URL from passing as a default setting. This setting can be changed at the users end by manually going into their Norton settings. Ebsco, the vendor for the NoveList, NoveList K-8, and the Auto Repair Reference Center databases has included the steps from their support site.
If you continue to experience problems accessing these databases, Ebsco has provided this link for entry.
8: I'm trying to access netLibrary from home, but I keep getting a message that I need to contact my library, what can I do?
Try accessing the netLibrary eBooks by going to the Library home page and clicking on Research Center and eBooks>eBooks>NetLibrary. If you are outside the Library, you will be asked for your library card number and last name. Please complete this information so you are recognized as an authenticated user.
When you go into "create an account" with netLibrary, you should be seeing a screen with the greeting "Welcome to the Contra Costa County Library eContent Collection." If you are not getting this screen, a firewall could be the problem. Some of the settings in the firewall you should check are: Blocking of .exe files (allow .exe files); Java/Javascript (allow); Cookies (clear, set browser to accept cookies); Download accelerators (turn off); and Popups (unengage any popup blockers). Be sure to clear your cache.
If you have Norton Internet Security installed and have Privacy Control turned on, your computer may have problems accessing netLibrary because of a problem with passing referrer information to specific web pages. Try the following: Click Configure; Click Advanced; Click Add Site; Type in the URL of the site you are trying to access (www.netlibrary.com), Click Ok. Restart your browser to ensure that the changes have taken effect. If the problem persists after making the appropiate changes to your browser, please try a different web browser to rule out that cause for the problem.
Please note: You may create an account from within any Contra Costa County Library if you cannot successfully create an account from home. Also, it is not necessary to create an account to search and to view the full-text eBooks as long as you "turn" a page every 15 minutes. Most of the full-text eContent is used for reference and research.
9: I can't log into America's Newspapers from home. After I enter my library card and last name, a popup appears from Newsbank asking for a user name and password. Nothing I try works. Any ideas?
You may be experiencing an issue related to the firewall or security settings in your software. The problem may be resolved by adding the following URLs into the allowable fields of your security or firewall software:
infoweb.newsbank.com
verify1.newsbank.com
Other recommendations include the following:
Enter the database through the Library pages and not from a bookmark
Clear cookies; set your browser to accept all cookies, close down the browser and reopen it going back through the Contra Costa County Library pages.
Clear the cache
Unengage any popup blockers or firewalls when accessing the database OR add the domain URLs listed above to your firewall setup
The recommended version of Internet Explorer is 6.0 or newer; I.E. 5.0 is the minimum version.
10: I am trying to register for Rosetta Stone however, I keep getting a "referral error" with the message to "return to your library web site to register."
Please refer to the Rosetta Stone-Troubleshooting page.