info2go troubleshooting

info2go help - technical troubleshooting

From time to time, Library members are not able to access the info2go databases remotely.
There are many reasons why this might happen; below are listed some of the possible reasons and things you can try to gain access to the databases.   

Check the user guides and help page if you want help learning how to use a particular online database.

Am I entitled to use the info2go databases from home?

For licensing reasons, only current members of Palmerston North City Library can access the info2go databases from outside our Libraries, though some exclusions do apply. Others are welcome to use the databases inside our Libraries.

Are you inside the Library?

If so, please log off info2go and access the databases from this page and:

• click on the title of the online database you want to use
• this way you will not need to use your Library barcode number and PIN to gain access to the databases
• and you will have access to other databases that are not available from home via the info2go service

Refresh your screen

You may need to click on your browsers refresh button from the Full list of electronic resources page to load the updated information and links.

Try agin 

If you can login to info2go, but cannot get into one of the online databases it is a good practice to close the browser window and try getting in again from info2go. If there are access problems sometimes re-trying a couple of times will be successful.

Browsers

What web browser are you using?

• Recommended browsers include Internet Explorer 6 or later and Mozilla Firefox 1.06 or later.
• Often problems with one browser are not present with another browser.
• Make sure that you are using a current or recent version of the browser software

• Cookies: Is your browser set to accept cookies? Some Web sites store information in a small text file on your computer. This file is called a cookie. Your browser should be set to accept cookies. Check your browser's Help file for instructions on cookie settings
• Popup Blocker Settings: If you are using a browser or firewall that blocks popup windows, you will need to change the settings to allow popups either temporarily, for a particular site, or for the duration of your session
• Proxy Settings: If you have your browser set for a specific proxy server, you may need to change your browser settings to automatically detect proxy settings. When using Internet Explorer, go to Tools > Internet Options > Connections > LAN settings, choose Automatically Detect Settings, click OK, then close and re-open Internet Explorer
• Java: If you use Windows XP Service Pack 2 or Internet Explorer 6.0, you will need to install the Java Runtime Environment separately as this browser version does not install it automatically. Download and install the Java Runtime Environment for your operating system at:
• Windows : http://www.java.com/en/download/windows_automatic.jsp 
• MAC : http://www.apple.com/java/ 
• Internet Explorer 5.x : Go to the Tools menu and select Internet Options. Click on the Security tab. Select the Internet icon at the top. Set the security Low. Next choose the Advanced tab. Enable Java

Firewall Settings

• If you have a firewall on your computer - either through your operating system, anti-virus software or other software - please adjust your firewall settings to allow traffic from the following URL: http://rpa.citylibrary.pncc.govt.nz
  If you still have problems accessing the info2go databases, you may need to turn off your firewall software in order to use them

Example: Britannica Online - Some home users that have a Personal Firewall installed on their computer may encounter issues with accessing Britannica Online remotely. Britannica is unable to accept responsibility for remote connection to Britannica Online for these home users. Usually if the firewall is disabled and Britannica Online is accessed remotely once, when the firewall is re-enabled access is then granted to the site.

• You also need to make sure that your PC's calendar and clock are set correctly as this can prevent you from getting into the secure authentication page.

No Login Box - can't login again

• If this happens when you attempt to login, you will need to clear the cookies in your browser before attempting to login again.
• To avoid this problem happening again, once you have completed searching the databases it is best to click the Finished button at the bottom of the database list to end your info2go session.

"Insufficent Credentials"

• If you can get to the list of databases but receive an error message about Insufficient Credentials, especially when trying to access the Ebsco databases, you will need to adjust settings in your browser and/or firewall.
• Internet Explorer 6.x : go to Tools > Internet Options > Security and adjust the cookie setting to Accept All Cookies.
• Norton Internet Security & Norton Personal Firewall : Click the link for instructions and add the domain for the database you want to access, such as epnet.com for Ebsco databases.
• ZoneAlarm : If you are using ZoneAlarm, go to Privacy Panel > Cookie Control and uncheck "remove private header information" and "block 3rd party cookies."

Windows XP-Service Pack 2:

 If you are using Windows XP Service Pack 2, you will need to change the Popup Blocker settings to allow popup windows.

Webauth.exe and Download Managers:

• All download managers or download accelerators should be turned off or disabled when connecting to the info2go databases.
• These services see the “webauth.exe” that is part of the authentication URL as an executable that must be downloaded first before you can access the site and this is not the case.
  
• Examples of such services that should be disabled or turned off include: Speed Bit (speedbit.com, download accelerator), GetRight (GetRight.com), Netscape's Smartdownload and GetBot (getbot.com, download manager).
• Software such as RealDownload or ad-blocking software can also interfere with Remote Access.

Still having problems?

Please contact the Library by calling (06) 351 4100 during Library open hours, or fill in the Library feedback form.