Troubleshooting using WCLS Databases from home

If you are not able to log into the Databases page, consider the following:
Are you typing in your entire barcode? You must type in your entire barcode number (all 14 numbers with no spaces).

Has your library card expired? If you haven’t used your library card in two years or more, you may have been purged from the system. Please contact your local branch and have us check your account status.

Do you have fines? If you have over $50 in library fines, you will not be able to use the Databases from home. Please visit the library to arrange a payment plan.

If you are being asked to enter a password on the database site and your barcode number isn’t working, try the following:
Is your web browser set to accept cookies? You must set your browser to accept cookies. This means setting the security level at low or off.

Are you running a firewall or Internet security program? Firewall software may interfere with the login/authentication that allows access to databases. The most common sign that firewall settings are at fault is the appearance of a database login/password page after a library card number has been successfully submitted.

You should not have to disable your firewall. Rather, enable URL referring and/or add database base URLs (ie heritagequestonline.com for Heritage Quest) to your firewall's list of approved websites. The base URL will be visible in the address bar atop the database error page.

• Norton 2003 and 2004 users should follow their posted instructions.
• Norton 2005 users should follow these instructions.
• ZoneAlarm users should go to the Privacy Panel's Cookie Control panel and uncheck "remove private header information" and 'block 3rd party cookies.'
• Network firewall users should contact your network administrator.

Consider updating or switching your browser software. This is particularly helpful if you are using a Macintosh computer? You will need to at least have Internet Explorer (5.0). Consider downloading and using a browser other than Internet Explorer or Safari. Two other suggestions are Opera or Firefox.

Contact the library to see if this is a problem with the database vendor that we are working to remedy.

If none of the above solutions work, please contact your Internet Service Provider. They may be running a firewall that blocks a specific database.

Tips:

• The King County Library System has a great website about the details of accessing databases that may give you more information.
• It is always a good idea to clear your history and delete your cookies and temporary internet files if you are having problems connecting to a website. You should clear your history and delete your cookies and temporary internet files on a regular basis.
• If you are having problems with accessing any Whatcom County Public Library web sites (i.e. nothing is loading), please be patient. We will be working to remedy the problem.
• Maintenance of the library catalog takes place before library hours. If you experience problems with the catalog between 7am and 10am, please try again later.