Having problems with getting into databases from home or office?

Here are some tips to try before you contact us:

Problem: After I click on the resource I want to use and enter in my library card barcode to authenticate, I'm asked for a username or password, or the database is still not accessible.

1. Do you have a firewall installed on your computer system?
Firewalls may block access to the Library's commercial databases. If you have installed a firewall on your computer - either in the browser, the operating system or the security software, you must temporarily disable your firewall in order to use our electronic resources. Examples of personal firewalls include ZoneAlarm, Norton Personal Firewall, Norton Internet Security, BlackICE, and McAfee Firewall. (Be sure to enable it again when you are finished using the database.)

Instead of disabling any firewall software on your computer, you can also try changing its settings to allow "referring URLs" to be sent the database websites. Making this change requires advanced configuration of your firewall. You will need to contact your firewall vendor for instructions about how to make this change.

2. Does your computer restrict cookies?
In order for the databases to work properly, your web browser (Internet Explorer or Netscape) must be set to accept "cookies," which are temporary files that allow you to interact with secure web sites. For more information on cookies, see The Unofficial Cookie FAQ . In order to enable cookies, please follow these steps:

Internet Explorer 5: From the toolbar at the top of the browser page, select Tools , then Internet Options . Click on Security and then on Custom Level . Work your way down through the list and enable session cookies or all cookies.

Internet Explorer 6: From the toolbar at the top of the browser page, select Tools and then Internet Options. Click on Privacy tab. Move the slider bar down to " Medium " setting and click on Apply . Then click OK .

3. Have you cleaned out your cache (Firefox/Netscape) or deleted your Temporary Internet Files (Internet Explorer)?
From the toolbar at the top of the browser page, select Tools and then Internet Options. You should be looking at the general options by default. In the middle of that window, you will see the section that says Temporary Internet Files. Click the Delete Files button. This will remove files that have been stored in a temporary directory so your browser will not access old versions of web pages that may be no longer accurate.

4 . Are you accessing Library databases in the correct way?
All of our databases require special Internet addresses that let the commercial vendors know that you are a Gloucester County Library System cardholder and have a valid library card. These resources will not be available to you if you add them to your "favorites" or "bookmark" files on your web browser. You will always need to access the databases via GCLS website Database page. On the database page, select the database that you want to search from your home or office. After clicking on the link that takes you to your selected database, you will be asked for your library card number at the next screen. This is the correct way to access our databases remotely.

If you have been able to access the databases in the past, but are unable to use a particular one now, the problem may not be yours, but could be with the database provider. Their server may be down temporarily for any number of reasons. Wait an hour and try it again. If you still cannot get into it, please notify the Reference staff at the Mullica Hill Branch by calling 856-223-6050.

Problem: The following error message is displayed:

"A Server Error Has Occurred: (Could Not Attach to Patron Data Source Profile(attachToSeg). Error = mpShmPtr is NULL.)"

Please call the Mullica Hill Branch Reference Desk at 856-223-6050. This error means that our authentication server is not functioning correctly.

Problem: It won't recognize my library card number.

1. Do you have a valid, current Gloucester County Library System card?
Only Gloucester County Library System cardholders are allowed access to these resources from outside the Library.

2. Did you enter your library card barcode number without any spaces?
When entering your number, make sure your Num Lock key is on and that you don't leave any spaces between the numbers.

Problem: In NetLibrary Audiobooks, the "Create a Free Account" link is not displayed on the top right corner of the page.

Please follow troubleshooting steps in the next section below.

Problem: I need help downloading NetLibrary Audiobooks and/or transferring them to a portable device.

View step-by-step instructions here (as a PDF file).

Problem: I am having problems accessing or viewing movies at the MyLibraryDV video on-demand site.

Please check the MLDV troubleshooting page for more information.