Troubleshooting Access to Electronic Resources

If you encounter a problem in accessing the Library's electronic resources, try the following suggestions.

Clearing the browser cache/deleting browser cookies and temporary Internet files

In some cases access problems may be solving by clearing the cache of your browser or deleting browser cookies and temporary internet files.

• Firefox : go to go to Tools then Clear Private Data making sure the Cache checkbox is ticked
  
• Internet Explorer 7: choose Tools and then Browsing History and Delete All.

Restart your browser after this has been done.

Check your internet cache is set to 1024 megabytes. This setting should be enough to download and view a PDF document assuming there is the disk space to do so.

Use another Browser

Sometimes a resource will not work with a particular browser. If this happens, try with another browser, eg if you usually use Firefox, then try Internet Explorer, and vice versa. Alternatively try installing the most recent version. The most recent version of the browser can be downloaded without charge . Internet Explorer is from the Microsoft website and Firefox is from the Mozilla website.

Browser security and certificate errors

You may see a warning message about security certificates or secure connections failing.

• Using IE7 :you may see "There is a problem with this website's security certificate". You can continue by clicking 'Continue to this Website to proceed past the error'
  
• Using IE6 and below: you may see an explanatory certificate mismatch warning message which you can click through. You should be able to turn this off as follows: Select Tools > Internet Options > Advanced > scroll down to security settings and untick "Warn about certificate address mismatch*" [Note: this may fix the IE7 problem too]
• Using Firefox3: you may see "Secure Connection Failed", and a link "Or you can add an exception.." at the bottom. Fix by clicking on this link, and then: Add Exception.. | Get Certificate | Confirm Security Exception.
  
• Using Firefox 2.0 and below: you may get an explanatory certificate mismatch warning message which you can click through.
• In Safari, click Show Certificate in the error message that appears, then click Trust, then change 'When using this certificate' to 'Always Trust'. It will ask you for your password to confirm.

"Content was blocked" message

You may receive a message saying "Content was blocked because it was not signed by a valid security certificate". When this happens, click on the yellow bar near the top of the screen ("To help protect your security ...Click here for options..") and select "Display blocked content". You may have to do this twice.

PDF file does not open or opens and is blank

• Make sure you have the latest version of Adobe Acrobat Reader, or another PDF reader installed. Adobe reader can be downloaded without charge from the Adobe website
• Right click on the full text PDF link and choose "open in new window"
• Configure your browser to use Acrobat Reader as a helper application. When the Reader is configured as a helper application, the PDF file displays in a separate Reader window. Instructions on how to do this are available at the Adobe website, or check the help screens within Adobe Acrobat Reader.

Known Problems and Solutions

Factiva
Sometimes it is necessary to delete cookies in order to access Factiva. Click here to delete your Factiva cookies.

Lexis
If you are having problems connecting to LexisNexis AU or Lexis Total Research System you may need to adjust your  privacy settings in your browser to low.  Privacy settings are usually in the Tools, Internet Options area. Follow the tabs to reset your privacy to low. See also Browser security and certificate errors

Getting Help

If the suggestions listed above do not resolve your problems, contact the IT Service Desk Counter (North Wing Level 2 of the Murdoch Campus Library), phone 9360 2000 (24 hours), or via email at itservicedesk@murdoch.edu.au.

• Which web browser and version you are using;
• Which operating system you are using (e.g. Windows XP, Vista etc);
• Who your ISP (Internet Services Provider) is;
• Location you are trying to connect from (e.g. home, workplace);
• The name of the database(s) you are trying to access;
• A description of the problem. Please include a copy (eg a screen capture) of any error message you receive.