Technology Troubleshooting: Tips & Suggestions

Computer Requirements

Minimum computer requirements for accessing Library resources:

  • Operating system: 7/8/10 OR Macintosh: OS 9/X;
  • Web browser: Internet Explorer 9.0/10.0/11.0 OR FireFox 40.0/41.0/42.0/43.0

Upgrading your operating system and web browser to the newest major release is recommended.

Select resources are available via mobile devices.

Cookies and JavaScript must be enabled.

Username/Password

Library Resources

  • Currently enrolled credit students and current faculty and staff can access Library resources from off-campus. Student information is added just prior to the beginning of each semester, if you register late, you may have to wait a day or two to access the databases.
  • Use the correct username and password to access Library resources from off-campus:
    • Use your HCC Login ID (myHCC credentials)
    • You may need to set/reset your information using Password Services or call the IT Help Desk at 443-518-4444

Ereserves

Contact your classroom instructor for Ereserves passwords.

Library staff may not provide this information to you as we can not verify you are currently an enrolled student in the class you are requesting a password for.

Personalized Accounts (available within select Library Resources)

Some Library resources allow you to create personalized accounts to save searches & access additional features. These personalized accounts require you to create an additional login and password.

  • Use your HCC email address to create your personalized account.
  • Use the password recovery tool within the specific Library resource to recover a username/password.

Plug-ins

Depending upon the type of content, you may need to download a plug-in if you don't already have the required software (listed below) installed on your computer.

All of these viewers are free, and available, with detailed instructions for downloading and using them, at the links below:

If you are not comfortable downloading a viewer onto your own computer, all of these programs are available in the HCC Computer Labs.

Cookies

Your web browser must be set to accept cookies - many Library resource vendors require their cookies to be placed on your computer. A cookie is a small file that stores information about your browser session, logins, encrypted passwords or any of a variety of pieces of information.

If you are being prompted at databases for User Names and/or passwords, you may have cookies disabled in your Web browser and/or the cookies may have become corrupt.

Cleaning out the cookies in your browser will remove corrupt cookies, and may also improve browser performance.

JavaScript

JavaScript must be enabled in your browser - without JavaScript pages may appear blank and/options may be unavilable in some Library resources.

Please make sure you have not disabled JavaScript in your browser.

Firewall/Virus Security Software

Firewall/virus protection software may have security options that interfere with access to Library resources.

  • From work:
    You will need to work with your organization's IT staff. Most places of employment have firewalls or other security features, which prevent access to Library resources.
  • From home:
    You will need to modify your firewall/virus protection software (for example, Norton or Symantec Desktop) on your computer? Such software can prevent access to Library resources.
    • Consult your software manual and/or contact their technical support for help in changing settings or disabling your software to allow your computer to access the Library's proxy server.
    • Set restrictions to low and/or disable this software during your access to Library resources.

Browser Choice/Version

Try a different browser and/or update your browser version. Some web based content seems to function more smoothly in certain browsers. Downloading, installing & using a different browser may allow you to access the content you need. Your also need to keep your browser updated. Free browsers include:

404 Error Message

Try to access the database later. A 404 "Not Found" error most likely indicates that the database server is down.

Session Time-Outs/Concurrent Users

Session time-outs may occur if you have been logged in to a Library resource for an extended period of time - inactive time periods vary from vendor to vendor. If your session has timed out, you will need to clear your cache and cookies, then close your browser and restart a new browser session.

Concurrent user restrictions may occur in select databases if there are too many simultaneous users. If this should occur, you will see a message on the screen stating as such - clear your cache and cookies, then close your browser, and re-try access after at least a fifteen minute wait.