BCPL Research Databases - Troubleshooting Help page.
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Database Troubleshooting Help

Remote access to our databases uses referring URL authentication to keep unauthorized users from getting into the system. Referring URL authentication checks the information transmitted by your browser to make sure that you are connecting through an authorized institution. If the referring URL is absent you will get an error, usually because of a firewall or other security software. If your computer is running Norton Internet Security or Norton Personal Firewall, this software is probably stopping your browser from sending the referring URL. You will need to configure your personal firewall to stop it from blocking the referrer information.

If you have Norton Internet Security 2005 or 2006, try the following:

1. Open Norton.
2. Go in to the Privacy control section.
3. Click on Configure.
4. Click on Custom level.
5. Uncheck Enable browser privacy.
6. Click on OK and close out of Norton.

After making the suggested changes above, close your browser if you have not already done so, then reopen the browser and try accessing the database again.

If you are still unable to access the database you need after making the suggested changes we have listed above, try following the additional configuration settings listed below.

Microsoft Internet Explorer Configuration

URLs for trusted sites - Databases

Norton Internet Security and Personal Firewall

Technical Support - Contact Information

Microsoft Internet Explorer configuration

Improper browser configuration settings may also cause remote access issues. Below you will find the instructions to verify and change one such browser configuration setting within Microsoft Internet Explorer, version 6.0 and higher.

1. Open a new Microsoft Internet Explorer browser session.
2. Click on the Tools drop-down menu and select Internet Options…
3. When the Internet Options window appears click on the Privacy tab, then the Advanced… button.
4. When the Advanced Privacy Settings window appears, place a check in the checkbox next to ‘Override automatic cookie handling’.
5. Click OK on the Advanced Privacy Settings window and Internet Options window to close.

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Norton Internet Security and Personal Firewall

If your computer is running Norton Internet Security, Norton Personal Firewall, or other security software, it could be this software that is stopping your browser from sending the referring URL. You will need to configure your personal firewall to stop it from blocking the referrer information. Most firewalls will allow you to set up a trusted site. Once you set up a trusted site in your firewall, you will be able to access the site.

If using Norton Internet Security 2005, follow these steps:

1. Open Norton Internet Security 2005.
2. Click on privacy control.
3. Click on configure.
4. Click on advanced.
5. Click on add site.
6. Enter in the name of the trusted site.
7. Click on ok.

If you have followed the above instructions, but are still unable to resolve your connection issues, you should check the Symantec website for Norton AntiVirus and Norton Internet Security Product Support. Symantec also provides Home and Home Office/Business Support, where you can find troubleshooting tips, how-to-instructions and answers to common support issues.

Or you can call Symantec Customer Service toll-free at 1-800-441-7234.

Printable version of Norton Internet Security information [PDF]
Additional Information about Norton Firewall and Norton Personal Security [PDF]
Passing referrer information with Norton Internet Security or Norton Personal Firewall 2003

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URLs for trusted sites – databases

If you need to configure your personal firewall to stop it from blocking referrer information, you will need to set up a trusted site. Most firewalls will allow you to set up a trusted site. Below is a list of the URLs you will need to add as a trusted site, depending on which database you are trying to access.

EBSCO

GaleNet

  • infotrac.galegroup.com
  • galenet.galegroup.com
    •

    Grolier

  • ea.grolier.com
  • gme.grolier.com
  • go.grolier.com
  • go-passport.grolier.com
  • nbps.grolier.com
  • lp.grolier.com
  • atb.grolier.com
    •

    HeritageQuest

  • heritagequestonline.com
  • umi.com
  • persi.heritagequestonline.com
    •

    ProQuest

    Reference USA

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    Technical Support - Contact Information

    HeritageQuest / ProQuest
    Technical support directly from ProQuest / HeritageQuest Technical Support is available from 8:00 AM to 12:00 AM (ET), Monday through Sunday, by calling 1-800-889-3358.

    ReferenceUSA
    It is recommended that as a first line of defense in any remote access issues you first review the information on the ReferenceUSA help pages at: http://www.referenceusa.com/help/help.asp. If you need further assistance, please contact ReferenceUSA Technical Support via telephone or email at:

    ReferenceUSA
    Customer Technical Support
    Phone: 1-866-237-6262
    Email: SBGSupport@infousa.com

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    This page is provided by the Baltimore County Public Library, Towson, Maryland USA.
    The text version of this page was last revised on 26 August 2008.
    The graphics version of this page was last revised on 26 August 2008.
    You are welcome to provide feedback.