Database Troubleshooting

You have been trying and trying to get into some of the library databases that you were introduced to in class by an OCLS librarian, and it just isn't working!  Here are ten things to check before calling OCLS for help:
 

  1. Make sure you are online.  Check some other sites to be sure you can connect to them, e.g. the University homepage, a favorite search engine site or a news site.
     
  2. If the OCLS tab at the top of Blackboard does not work, you have an active pop-up blocker on your computer that keeps the OCLS popup window from appearing.   You can verify that popups are blocked by pressing the "Ctrl" key when clicking on the OCLS tab -- if the OCLS site appears, the popup blocker was the cause of the problem.   Most browsers are set to block popups; however, the browser can be set to allow all popups or to create an exception to popup blocking:
    1. For Chrome, select the "Menu Icon" and choose "Settings" and then "Show Advanced Settings." In the "Privacy" section, click "Content Settings."
    2. For FireFox, go to the "Menu Bar" and choose "Tools," "Options" and then "Content."
    3. For Internet Explorer, go to the "Menu Bar" and choose "Tools" and "Pop-up Blocker."
    Toolbars can also add pop-up blockers.   The IWU online support team can help you deal with popup blockers.   Online support is available every evening until midnight by calling 765-677-2209.
     
  3. Check to be sure you are using the correct last name and library access number.   Phone 800-521-1848 or use the request form to request your unique library access code. If you know your eight-digit IWU ID number, the library access number generator allows you to generate the library access number without assistance.  
     
  4. Only current IWU students, faculty or employees have library access.   Your library access number becomes invalid if you have graduated or withdrawn from the university.  
    When you enroll, there may be a several day lag between the time when you are registered and when you gain library privileges. Phone OCLS if you do not have access once your class has started.
     
  5. Links to databases may not function correctly if you are in a public library or are using another library's databases. While you are authenticated to a database through another library, OCLS links may not operate normally. Test this by trying to authenticate in another location, such as at a home or coffee shop.
     
  6. You may encounter a freezeup or warning message when using  Internet Explorer.  If you are experiencing issues using a database function, try using Mozilla's FireFox browser or Google's Chrome browser.
    Online Support (765-677-2209) can explain the significance of most browser warning messages and recommend a course of action.
     
  7. JavaScript must be enabled on your browser for forms with scripts to work.  Having JavaScript enabled is the default browser setting; however, if you have manually changed that setting, it will need to be returned to enabling JavaScript.
    1. For Chrome, select the "Menu Icon" and choose "Settings" and then "Show Advanced Settings." In the "Privacy" section, click "Content Settings."
    2. For FireFox, go to the "Menu Bar" and choose "Tools," "Options" and then "Content."
    3. For Internet Explorer, go to the "Menu Bar" and choose "Tools," "Internet Options," then "Advanced."
       
  8. Cookies must be enabled on your browser for the browser to remember information.   Again, this is the default setting for the browser, so if you disabled cookies, it must be set to accept cookies.
    1. For Chrome, select the "Menu Icon" and choose "Settings" and then "Show Advanced Settings." In the "Privacy" section, click "Content Settings."
    2. For FireFox, go to the "Menu Bar" and choose "Tools," "Options" and then "Privacy."
    3. For Internet Explorer, go to the "Menu Bar" and choose "Tools," "Internet Options," then set "Privacy& to a "Medium" setting.
       
  9. If you are going through a firewall, e.g. personal computer or company network, you may have problems connecting to the databases.  On a company/school network, you will need to talk to your system administrator to resolve the access problems.  If using a personal home computer firewall, check with your documentation, HELP screens or software technical support.
     
  10. Try deleting the cache/history files associated with your browser.
    1. For Chrome, select the "Menu Icon" and choose "History" and then select "Clear all browsing data."
    2. For FireFox, go to the "Menu Bar" and choose "Tools," "Options" and then "Privacy."   From the drop-down menu, select "Use custom settings for history."
    3. For Internet Explorer, go to the "Menu Bar" and choose "Tools," "Internet Options," then "General" in order to delete the history cache or change the history settings.
Contact OCLS: 800-521-1848 | www2.indwes.edu/ocls
Hours: Mon. 8-8 | Tue. 8-8 | Wed. 8-8 | Thu. 8-8 | Fri. 8-5 | Sat. 9:30-2
    Address: Off Campus Library Services - Jackson Library, Indiana Wesleyan University, 4201 South Washington, Marion, IN, U.S.A. 46953