Cannell Library

Books24x7 Access Troubleshooting Tips

If you are having problems accessing IT Pro Collection (Books24x7) through the Cannell Library website and getting the “You must log-in through your library” page, review the following information carefully and make sure your PC and a browser are in compliance with Books24x7’s requirements. This document is intended to serve as a general “Troubleshooting Tips” document and does not cover all possible scenarios.

Books24x7 General Information

Books24x7 IE Setting Requirements
http://library.books24x7.com/apphelp.asp?item=18

Books24x7 Feedback Form
http://library.books24x7.com/appfeedback.asp?feedbackcat=5

Cannell Library Specific Information

Norton support provided the following list of things that may affect accessing certain pages on the internet. Please check if any of these may be causing your inability to access Books24x7 website:

Parental Control is blocking access to the website.

Ad Blocking is blocking access to the website.

Pop-up Blocking is blocking the website.

Old Web site information is being used from your Web browser's cache.

General Microsoft Internet Explorer Information

Check to see if you are blocking cookies from Books24x7, or using a firewall to block the referring URLs.
Under View >Privacy report, it shows what cookies are block and accepted. If any from Books24x7 are blocked, you have to enter Books24x7 as a trusted site in the Internet Options > Privacy tab >sites form.
If there is no sign of cookies being blocked and you include a firewall in security, make sure your firewall isn’t set to block referrers.

Set the privacy setting in your browser to “Medium”
Under Tools >Internet Options >Privacy, slide the bar to “Medium”

Clear your browser’s cache, history, cookies, and restart your browser.

As a last resort, you may have to try to turn off your security (antivirus and/or firewall) temporarily and see if that helps you access Books24x7 website.

Timeout/Logout Issue
(This scenario assumes initial successful login to Books24x7)

Problem description

“IT Pro Collection” link is accessed from this page, http://www.clark.edu/Library/Resources/articles.html.
New browser window opens up with the login screen.
User enters login information and is redirected to the Books24x7 site.
Login is successful.
After some time of inactivity, user is logged out.
Once the user has been automatically logged out or has used the “log out” link to end the reading session, when trying to log back in from the same browser window, the browser will display an error message, “You must log-in through your library.”
Even if the user goes back to the original page, http://www.clark.edu/Library/Resources/articles.html, which is still open, and tries to click the “IT Pro Collection” link again, he or she would still get the error message, “You must log-in through your library.”

Workaround

Once the session timed out, or “log out” link was used to end the reading session, both browser windows must be closed, and the login process must be repeated from the library website in the new browser window.

If you experience Books24x7 website related problems not addressed in this document, please send us a detailed description of your problem, and we will investigate it as soon as we can.  ppopov@clark.edu