Databases and Indexes Online > Help

Troubleshooting Techniques

Get Help with NYPL's E-Resources

The librarians of Ask Librarians Online are available to help you choose the appropriate database, phrase your search, and show you other tips and tricks for getting the most out of NYPL's subscription databases. We are available to assist Monday to Friday, 10am to 5 pm. Connect with a librarian now.

Please consult the list below for answers to the most common technical problems.

Saving to Disk and Printing from Branch PCs

How to save to disk from EBSCO, Biography Resource Center, History Resource Center and Literature Resource Center databases [PDF format]

Common Browser Problems

  1. Is your browser set to take cookies? Double check your browser preferences to ensure they are not set to "reject cookies." [For more information on setting cookies see these FAQs on Netscape & cookies and Internet Explorer & cookies].

  2. Is javascript enabled on your browser? Most databases will not work with javascript turned off. [This page shows you how to enable the javascript option in your browser.]

  3. Are you running a 3.0 browser? Most electronic resources only work on more recent browser releases (4.0 and up).

  4. Try clearing your cache memory, exiting out of your browser and restarting it, and double-checking that you have not lost your connection to the Internet.

  5. Make sure that you try to enter a database by clicking on the link on the "e-resources" page, rather than by bookmarking the URL for the database, or by copying and pasting a URL into the "Location" bar. Bookmarked URLs will not connect you correctly (there is an invisible script working on the e-resources page).

  6. If you have configured your browser to use a college or university proxy server (in order to use your school's e-resources) you will have to disable these settings in order to login as a NYPL user.

  7. If you have WebTV or AOL you may need to contact your provider for tips.

Common Patron/Barcode Problems

  1. Do not leave any spaces or dashes when entering your library barcode.

  2. Your library card must be active and current. If you have not used your card for some time we may no longer have your barcode on file. Please call or visit your local branch library where we will be happy to check the status of your card.

Still Not Working?

  1. E-mail us at ref@nypl.org.