The College of New Rochelle Mother Irene Gill Memorial Library
Off-Campus Access Troubleshooting Guide
Frequently Asked QuestionsAccessing the Library Databases from Off Campus
Viewing Full Text Articles and Images from the Library Databases
FAQs: Accessing the Library Databases From Off-Campus
1- Who may access the CNR Library databases?
2- Why am I asked for a username and password?
3- How do I create a username and password (CNR User Account)?
4- Why is my username and/or password rejected?
5- Why do I receive a 'page not found' error message when I try to log in?
6- My username and password information is accepted but I still can't access the databases.back to questions or back to top
FAQs: Accessing the Library Databases From Off-Campus
1- Who may access the CNR Library databases?
Due to database licensing restrictions only students currently enrolled at CNR, and faculty and staff of the College may access the Library databases. If you are not a currently enrolled CNR student, faculty or staff member (for example: if you are an alum, a library subscriber, or a visitor to the Library) you may use the resources in the Library but we are not able to provide you with off-campus access.back to questions or back to top
2- Why am I asked for a username and password?
In order to gain access to the Library databases you will need to type in your network user ID and password (also known as your CNR User Account) in the Off-Campus Library Database Login box that will appear when you click on a link to a Library database from off-campus. Your user name and password will be verified in the CNR network user account database to determine whether you are an authorized user. You no longer need to use the last 6 digits of you CNR ID/Library barcode to log in, as was used in previous years. Instead you will need to enter the username and password that you currently use to access the network at the New Rochelle campus or ANGEL from on or off the campuses. If you do not have a username and password (Network User Account) see FAQ #3back to questions or back to top
3- How do I create a username and password (CNR User Account)?
If you are a currently enrolled student or a faculty or staff member of the College and don't already have a username and password (Network User Account) you may create one by accessing, and following the instructions on the College Intranet under the CNR Network ID or Account Management links (these links are accessible only from on-campus). Or you may visit any of the CNR Campus Libraries, or the Academic Computing Center or the Information Systems Department (both in Mooney Center on the New Rochelle Campus). When you visit the campus to create your network user account, please ask for assistance if you need help creating your ID. Staff at all of these sites is prepared to assist you.
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4- Why is my username and/or password rejected?
If your username and/or password information is rejected, check first that the information you typed is correct and that the 'Cap Locks' key is not on. If your information is still not accepted, your account may be expired or disabled. You will need to contact the Information Services Helpdesk to reactivate or troubleshoot your Network User Account information. The telephone number for the Information Services Help Desk is 914 654 5012.
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5- Why do I receive a 'page not found' error message when I try to log in?
A 'page not found' error messages is often the result of needing to clean out your browser cache. See information on deleting cache . Another reason for this error may be the presence of a personal or corporate firewall. Software such as Norton Personal Firewall, Symantec Desktop Firewall, or Norton Internet Security can interfere with the off-campus authentication process. See information on firewalls
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6- My username and password information is accepted but I still can't access the databases.
There are several reasons why you may not gain access to the databases after you are authenticated.
A. Are you connecting to the Internet with AOL?
B. What Internet Browser are you using?
C. Have you deleted your cache files?
D. Are cookies enabled in your browser?
E. Is Java enabled in your browser?
F. Are you using a personal or corporate firewall or antivirus software?
A. Are you connecting to the Internet with AOL?
There is a known problem using AOL to access many research databases. AOL and other similar ISPs (for ex: Prodigy) that use their own web browsers often run into compatibility problems with the database systems. Since all the database vendors support IE 6 on Windows, it is advisable to download a copy of IE 6 from the Microsoft website. Connect to the internet with AOL, then minimize the AOL browser and use IE to access the Library databases. You may download the Microsoft Internet Explorer browser at the Microsoft download site.
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B. What Internet Browser are you using?
Many database systems such as Ebscohost are not compatible with the AOL browser. Using AOL to access the Library databases may cause your access attempt to fail. Since most database vendors do support the Internet Explorer browser version 6, it is recommended that you download a copy of IE 6 from the Microsoft download site and install it on your computer. You may use AOL to connect to the internet, then minimize AOL and use IE to search the Library databases. Netscape Navigator may also work though the preferred browser remains IE 6.
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C. Have you deleted your cache files?
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Your browser may be trying to use a previously failed attempt at access that may be stored in your cache. In this case you should delete your cache files as follows:
Netscape Navigator/Communicator 7.x:
- On the top menu bar, select Edit
- Go to Preferences
- Click on Advanced
- Click on Cache
- Click on Clear Memory Cache
- Click on OK
- Click on Clear Disk Cache
- Click on OK
- Select the option Every Time I view the page
- Click OKD. Are cookies enabled in your browser?
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Cookies must be enabled in your browser in order to access most databases. Follow the procedures below to enable cookies:
Internet Explorer 6.x:
- On the top menu bar select Tools
- Choose Internet Options
- Click on the Privacy tab
- Click Advanced
- Scroll down to the Cookies section and
- Select Always Allow Session Cookies
- Click OK
Netscape Navigator/Communicator 7.x:
- On the top menu bar select Edit
- Go to Preferences
- Double-click on Privacy & Security.
- Click on Cookies
- Select the Enable all cookies option
- Click on OKE. Is Java enabled in your browser?
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You also need to have Java installed and turned on in your browser. Java is necessary for many databases to function, for example you will not be able to see the graphics in ARTstor unless you have JAVA installed. You may download a copy of Java at the Java download site .
Internet Explorer 6.x:
- On the top menu bar select Tools
- Go to Internet Options
- Click on Security
- Click on Internet
- Click on the Custom Level button
- Scroll down to the Scripting section
- Click in the option Enable under Active Scripting if it is not selected
- Click on OK
Netscape Navigator/Communicator 7.x:
- On the top menu bar selecte Edit
- Go to Preferences
- Click on Advanced
- Click on Scripts & Plugins
- Under Enable JavaScript select the Navigator checkbox
- Click on OK.F. Are you using a personal or corporate firewall or antivirus software?
Personal firewalls such as Norton Personal Firewall or antivirus software can interfere with off campus authentication. To find out if this is the problem you may want to turn off your personal firewall and/or antivirus software and test to see if you can log in. If you can, then you should consult your firewall and/or antivirus software manual or contact the vendor's technical support to learn how to set up the software to allow access to the Library databases. It is not advisable to turn off your security protection. Please note that if you are trying to access the Library databases from your place of work there may be a corporate firewall in place that may prevent you from doing so.
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FAQs: Viewing Full Text Articles and Images from the Databases
1- Why am I unable to see images when using the ARTstor database?
2- Why doesn't a full text article appear when when I click on it?
3- Why does a blank page print when I try to print a full text article?
1- Why am I unable to see images when using the ARTstor database?
If you are unable to see images from Art collections when using the ARTstor database, please review the ARTstor's help site: system requirements for using ARTstor .
Among the tips you will find at Art Stor's help site are the following particularly important points:A. ARTstor requires Java software to be installed and enabled on your computer.
B. ARTstor requires that Macromedia Flash Player is installed on your computer.
C. Pop Blockers must be disabled to use ARTstor.back to viewing FAQ Full Text Articles or back to top
A. ARTstor requires Java software to be installed and enabled on your computer.
In order to view the image collections in ARTstor you must have Java installed and enabled on your computer. You may download a copy of Java at the Java download site . See below for enabling Java in Internet Explorer and/or Netscape Navigator.back to viewing FAQ Full Text Articles or back to top
Internet Explorer 6.x:
- On the top menu bar select Tools
- Go to Internet Options
- Click on Security
- Click on Internet
- Click on the Custom Level button
- Scroll down to the Scripting section
- Click in the option Enable under Active Scripting if it is not selected
- Click on OK
Netscape Navigator/Communicator 7.x:
- On the top menu bar selecte Edit
- Go to Preferences
- Click on Advanced
- Click on Scripts & Plugins
- Under Enable JavaScript select the Navigator checkbox
- Click on OK.back to viewing FAQ Full Text Articles or back to top
B. ARTstor requires that Macromedia Flash Player is installed on your computer.
MacroMedia Flash Player is necessary to use ARTstor. You may download and install Flash Player from the MacroMedia Flash Player Download Site.
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C. Pop-up Blockers must be disabled to use ARTstor
ARTstor uses pop up windows to enable views of Art collections and other functions. In order to see the ARTstor pop up windows Pop Blockers must be disabled. Procedures on disabling the most common Pop-Up Blockers is available at ARTstor's website section on system requirements for using ARTstor.
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2- Why doesn't a full text article appear when when I click on it?
Many Library databases contain full text articles viewable in .pdf file format. PDF files are viewable using Adobe Acrobat Reader. To open and view a PDF file you will need to have Adobe Acrobat Reader installed on your pc. If you do not have Adobe Acrobat Reader installed on your computer articles will not appear when you click on the PDF full text option in the Library databases. You may download a copy of the free Adobe Reader from the Adobe Acrobat Download site .
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3- Why does a blank page print when I try to print a full text article from Adobe Acrobat?
When you click on a PDF file, Adobe Acrobat Reader may launch inside of inside of your Internet Browser. When this happens you will need to click on the Adobe Acrobat print button, not the print button from the File menu at the top of Internet Explorer. The Adobe Acrobat Reader Print button is located in the Adobe Acrobat Reader program.
