LiLI Database Access Issues

Our online resources and databases should provide in-context search tips and help sections on their search screens. In addition, we have compiled some frequently asked questions and our own search tips and tricks that you may find useful.

Please contact us if you experience further difficulties.

Why can't I open a PDF?

There are a number of known issues that can affect the way PDF files open within internet browsers, preventing files from opening as intended. The solution can vary depending on the set-up of your PC. Possible solutions include:

• Upgrading your version of Adobe Acrobat or Reader and/or internet browser
• Changing the preferences in Adobe Acrobat or Reader so that PDF files do not display in the browser

In some cases, documents can be accessed in different formats or through alternative download sites. If you continue to have difficulty, please contact us and we will be able to advise you if any alternative options are available.

What should I do if a PDF file from EBSCO never finishes loading?

EBSCO has launched an enhanced PDF viewer which was designed to make it easier to browse an entire issue of a journal. However, this enhanced PDF viewer appears to have caused problems for a number of users. In most cases, this results in the enhanced viewer options appearing but the PDF file itself never stops loading.

The problems appear to affect various combinations of browsers and versions of adobe reader in different ways, resulting in the user being unable to view the PDF file. Upgrading to version 9 of Adobe Reader has solved the problem in most cases that we are aware of.

What should I do if I get an error message saying ‘We are unable to validate your login credentials’ when trying to use EBSCO?

There are a number of potential causes and solutions, which are outlined below.

Does your computer or network block referral information?

Our website gives access to online resources through a system called referring URLs – it allows you to access eBooks, online journals and databases when you click on links on certain authorised web pages. For this system to work, the details of each authorised web page (the referring URL) must be checked against our service provider's database and it will only allow access if there is a match. Sometimes the referring URL (also known as referral information) is not correctly passed on to the database and this may happen if you are using some firewall or privacy software.

How can I tell if my computer or network is blocking referral information?

You can run an authentication test to find out whether your computer or network is blocking referring URLs by clicking on the link below:

http://search.ebscohost.com/testauth.aspx

This will load a page with information that can help diagnose your problem. If there is an empty space next to "Referring URL=", this means that your computer or network is blocking referring URLs.

Referring URLs can be blocked by firewall or privacy software or through network restrictions. Please refer to the user manual of your firewall or privacy software for information on how to allow referring URLs or contact the IT department in your organisation for help.

Note for Google Chrome users: Due to issues with the browser, referring URLs will not work if you choose to open them in a new tab or window through the right-click menu. Links to eBooks and other electronic resources should automatically open in a new tab or window when you click on them.

What can I do if my computer or network is blocking referral information?

We advise you to consult the support available from your firewall or internet security software suppliers for further advice on how to configure firewalls or internet security software to allow access.

In order to allow the referring URL authentication system to work you should permit full access to particular IP ranges and web domains. Our supplier has an updated list of IPs and Domains for Firewalls, Proxy Servers, and Whitelists as well as the following list:

 • auth.go.galegroup.com
 • find.galegroup.com
 • go.galegroup.com
 • infotrac.galegroup.com
 • vs.galegroup.com
 • search.ebscohost.com
 • heritagequestonline.com
 • umi.com
 • persi.heritagequestonline.com
 • proquest.umi.com
 • elibrary.bigchalk.com

You may also find the following tips for popular software useful:

McAfee Virus Scanner / Internet Security Suite

1. Open McAfee Virus Scanner.
2. Choose Internet & Network option.
3. Click Advanced.
4. Uncheck ad popup blocker & web blocking.

EZ Armor / eTrust EZ Firewall provided by Road Runner internet service

1. From your Start Menu, choose Programs, then choose eTrust EZ Firewall or EZ Armor Security Suite to open the program.
2. On the left side of the window, click Privacy.
3. Look for the section titled Cookie Control and click the Custom button.
4. The Custom Privacy Options window will appear – you will notice that it includes three tabs across the top. Make sure the Cookies tab is on top, and look for the section of the page labeled 3rd Party Cookies. In that section, uncheck the box labeled Remove private header information.
5. Click Apply then OK to close the Custom Privacy Options window.
6. Close the program, restart your browser and try accessing the databases again.

Norton Internet Security / Norton Personal Firewall

1. Launch the Norton Personal Firewall/ Norton Internet Security product from Start > Programs or by right-clicking the icon in the system tray (bottom right of screen).
2. Click Privacy Control from the Status & Settings tab.
3. Click Configure.
4. Click Custom Level.
5. Make sure Cookie Blocking is set to None.
6. Uncheck Enable Browser Privacy.
7. Click OK twice and close the program.
8. Close and reopen browser.
9. Go back to website.

Zone Alarm Security Suite

1. In Zone Alarm, select Privacy.
2. Under Cookie Control, click Custom.
3. In Custom Privacy Settings, uncheck the box that says Remove private header information.
4. Click OK.

Please note that the LiLI Team is unable to provide technical support to help you configure your firewall software. If you still have a problem with access to our e-resources we suggest you contact the supplier of your firewall product directly.

What are the minimum internet browser requirements for online resources?

The minimum browser requirements for EBSCO are:

• Internet Explorer 7.0
• Firefox 8.0
• Safari 5.1
• Google Chrome 16
• Other browsers should have JavaScript and cookies enabled.

The minimum browser requirements for eBooks provided through EBSCO are:

• Google Chrome 2
• Firefox 3
• Internet Explorer 7
• Safari 2 for OS X
• Safari 3 for Windows.

Note for Google Chrome users: Due to issues with the browser, referring URLs will not work if you choose to open them in a new tab or window through the right-click menu. Links to eBooks and other electronic resources should automatically open in a new tab or window when you click on them.

I have a different Problem

If you have a different problem with our online resources, please contact the LiLI team. State the address of the page that you were looking at when the problem occurred, the error message that you received and any additional details of the problem to help us diagnose what went wrong.


Please contact us if you experience further difficulties.