News Details

Library Database Login Help

  • Why is my identification (card number) not recognized?
  • Why am I getting an Action cancelled or Page unavailable message?
  • Why am I being asked for another username and password?
  • Do I need Cookies to access these databases?  How do I enable them?
  • Do I need Java to access these databases?
  • Why am I getting a message that says "A server error has occurred: No Patron Data Source defined"?
  • Is there any way that I can make the database part of the window bigger?
  • How does Download management software affect access to these databases?
  • How do I configure firewall software like Norton Internet Security for access to these databases?

Why is my identification (card number) not recognized?
The full 14-digit library card number will need to be entered.  All Palo Alto Library cards start with 2118500 and the remaining 7 digits are unique to you.  Please enter the full 14-digit card number with no spaces.  If the number still does not give you access, your library card number may have been deleted from the database if it has not been used in 2 years.  Come into your local branch to have it reactivated, and please bring some proof of residency in California.

Why am I getting an Action cancelled or Page unavailable message?
Most likely, you need to clean out your temporary Internet Files.

  • If you are using IE 6 go to Tools>Internet options>General.
    In the section headed "Temporary internet files" click on Delete files. Click OK.  Log back in to the database.
  • If using Netscape - Go to Edit > Preferences.  Under the web browser heading on the left hand side click on the 'advanced' word.
    You should now see a heading of 'History' in the main area of the box, click on the clear history button. There is also a heading called 'Cache', make sure you have 'always' selected. Then click the empty now button.

Why am I being asked for another username and password?
In some instances you may have successfully entered your Library barcode but when you select a database you are asked for another username and password.  Your browser needs to be configured to accept all cookies.  Follow the directions below to enable cookies.


Do I need Cookies to access these databases?  How do I enable them?
Cookies - Most of these databases require that you have Cookies enabled in your browser.  In order for you to enable cookies on your computer, follow these steps:

  • If you are using MS Internet Explorer 6.0: Choose Tools> Internet Options> Privacy. Click on the "Advanced" button, then make sure that all cookies are accepted along with session cookies. Then click the "OK" button again to save your settings and return to Internet Explorer.
  • If you are using MS Internet Explorer 5.X: Choose Tools> Internet Options> Security. Click on the "Custom Level" button. A new window should pop up. Scroll down through the list of options until you reach a main section titled "Cookies". Make sure the "Enable" option is selected under the "Allow cookies that are stored on your computer" and the "Allow per-session cookies (not stored)" sections. Once this option has been selected, click the "OK" button to return to the Internet Options window. Then click the "OK" button again to save your settings and return to Internet Explorer.
  • If you are using Netscape Navigator 4.X: Choose Edit> Preferences> Advanced. Under the "Cookies" heading, make sure that the first option, "Accept all cookies" is selected. Once it's selected, click the "OK" button.

If you want to delete the cookies that your session has used you can use the cookie cutter function:
Go to http://www.umi.com/cookiecutter
Click on the button on screen to reset your browser, then close out of your browser.
If this does not work, also check the section about firewall software, specifically how to customize Norton Internet Security software.

Java and JavaScript -If you have newly installed Windows XP SP2 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 (SUN - http://www.java.com/en/download/windows_automatic.jsp; MAC: http://www.apple.com/java/ ).

A Server Error Has Occurred: Could Not Attach to Patron Data Source Profile
You will see this message when the Remote Access server is unavailable. Try again in 15 minutes. If the server is still not available contact the library and let them know there is a problem.

Is there any way that I can make the database part of the window bigger so that I can see more of the database?
Yes, you can. After you've clicked on a database from the list on the left side of the screen, the database will open in the window on right side of the screen. Position your mouse over the vertical bar that divides the database list from the database. You'll notice that your cursor turns into a double-sided arrow. Click and hold your left mouse button, and then drag the mouse towards the left side of the screen. The database list window will get smaller, and the database window will get larger. When you're ready to switch databases or click on the "Exit" button, position your mouse over the dividing bar again so that the cursor changes to the double-sided arrow, click and hold the left mouse button and drag the dividing bar back towards the right so that you can see the database list again.  If you are using Internet Explorer as your browser you can also use F11 to toggle between Full Screen and Regular View options.

How does Download management software affect access?
All download managers or download accelerators should be turned off or disabled when connecting to the Library's 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: 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.

How do I configure Firewall software to allow access?
If you have a firewall at home AND are having problems make sure all "firewall" software is configured properly or turn it off temporarily to check if that restores access.

Norton Internet Security - One of the default settings for Norton Internet Security under "Privacy control" is to turn on the option to Enable Browser Privacy, and one of the things this does is block the referred URL header. This means you won't be able to access some databases. Alter your settings to allow access.

For problems with accessing ProQuest products, follow the instructions on their site for customizing Norton Internet Security for the Historical New York Times database and eLibrary.

If you are contacting us, please give us the following information. This information is important to help us solve technical problems:

  • The browser version you have installed e.g. Internet Explorer 6.0.  You can find out which browser version you are using by clicking "help - about" at the top of your screen.
  • The operating system you are using e.g. Windows XP
  • The action(s) that are causing the problem
  • The database(s) that are involved
  • The exact wording of any error messages you are getting 

Posted June 18, 2007