OCPL Home > Catalog > Catalog FAQs > Troubleshooting Tips
Troubleshooting for Catalog Use
If you are having technical difficulties using either the online catalog or the databases, please try the suggestions listed below.
- Update your software
- Clear your browser's cache or temporary files
- Make sure your browser is set to accept cookies
- Clear your browser's cookies
- Turn off Internet accelerators
- Check your firewall
- Check your computer's date and time setting
- Check your library card and PIN
- Note for AOL Users
- Try again at a different time
- If you still can't connect, email the Library
Update your software.
OCPL strongly recommends that you install and use antivirus and anti-spyware programs on your computer. In addition, Microsoft Windows users should install all Windows updates. Viruses, spyware, and other "malware" can cause problems that affect your ability to use OCPL's online resources.
You can find your web browser version by clicking Help on the menu bar, then clicking About (browser name).
You can download the latest version of your browser by selecting the appropriate link below:
- Internet Explorer
- Firefox
- Safari (for Mac)
- Adobe Flash (formerly Macromedia)
Alternatively, contact your Internet Service Provider for details.
AOL Users: If you are having trouble accessing the catalog with the proprietary AOL browser, try switching to an alternate browser (Internet Explorer, Firefox, or Netscape) after you connect to AOL. If you are using AOL 9.0, you need to select the “Do not store web pages” setting in the AOL toolbar (Settings > Internet web options > AOL browser).
Clear your browser's cache or temporary files.
Clearing temporary Internet files:
- Click Tools on the Internet Explorer menu bar.
- Click Internet Options.
- On the General tab, click Delete Files. Check the box for "Delete all offline content" then click OK.
Make sure your browser is set to accept cookies.
To enable cookies:
- Click Tools on the Internet Explorer menu bar.
- Click Internet Options.
- Click the Privacy tab and adjust the setting to Medium or lower. (For some databases, it may be necessary to set the level to Low.)
For more information on managing cookies in Internet Explorer, see Microsoft's website.
Clear your browser's cookies.
To clear cookies:
- Click Tools on the Internet Explorer menu bar.
- Click Internet Options.
- On the General tab, click Delete Cookies, then OK.
Some websites use cookies to store user names and passwords and automatically log you in when you visit. If you clear your browser’s cookies, you may need to enter this information again.
Turn off Internet accelerators.
Internet services with accelerators (AOL TopSpeed, NetZero HiSpeed, EarthLink Accelerator, MSN Dial-up Accelerator) can cause problems with the way the catalog looks or displays. If you use one of these services and are having problems, try turning off the accelerator feature.
Check your firewall.
If you are connecting from home and have a firewall set up on your computer, try disabling the firewall before you connect. If that solves the problem, you can configure the firewall to allow access to the catalog and/or databases. Consult your firewall’s documentation.
If you are connecting from work, your company may have a network firewall that is blocking access. Check with your network administrator.
Check your computer's date and time settings.
If you are trying to place a hold and you receive the message "You must enter an activation date greater than or equal to today's date" - check your computer's date and time settings, which can be found in the Date and Time control panel. Reset the date/time to the current day/time. This should correct the problem. If you continue to get the message, please e-mail: reference@onlib.org
Check your library card and PIN.
If you are unable to login to your account in the catalog or digital catalog, or you cannot access the databases, check your library card number (User ID) and PIN (Personal Information Number). Make sure you are entering your entire library barcode correctly, without spaces. Your PIN should consist of numbers only. If you don't have a PIN, or you can't remember your PIN, contact your local library or call the Central Library at (315) 435-1904.
If you can login to the catalog but some of the functionality is missing, there could be a problem with your library card itself. Blocks due to outdated addresses or overdue items can have an effect on your ability to access certain functions of the catalog. Please contact your local library if you feel this might be the case.
Note to AOL Users
AOL users: You may find you are unable to to place holds from home. If you can view your account, see the status of items out, but simply cannot place holds, try opening a new browser window or try switching to an alternate browser (Internet Explorer, Firefox, or Netscape) after you connect to AOL. This may solve the problem. If problems persist, please contact the library at: reference@onlib.org
Try again at a different time.
Sometimes the catalog and/or databases are down temporarily. You may be able to access them if you try again later. If they will be down for an extended period of time, a notice will be posted on the website.
If you still can't connect, e-mail the Library.
Please send an e-mail message to: reference@onlib.org
- Explain the problem in detail. Do you have problems with the catalog, the databases, or the entire OCPL website? Do you get an error message? If so, please tell us exactly what it says.
- Who is your Internet service provider?
- What operating system and web browser version are you using?
- Are you connecting from home, school, or work? If you are connecting from home, are you using a firewall?
- What steps have you tried already?
Last updated August 16, 2010