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Troubleshooting Guide

E-Reserves

E-Reserve documents are posted as PDF files. To view these files, we recommend using the most current version of Adobe Acrobat Reader, available free from the Adobe website. If you would like to save an e-reserve document, you may either A) right-click on the link to the document, select Save Target As... and choose a location to save the file or B) within the e-reserve document, click on the floppy disk icon in the Adobe toolbar or select FileSave As... and then choose a location to save the file.

Please refer to the table below to find a possible solution to your dilemma. If you have difficulty viewing or printing, you may be experiencing a network problem or overload and should try again later. If you continue having difficulties, contact the Circulation Desk at 262-472-5511.

Issue

Solution

I keep getting this message about cookies.

  • For an explanation and help resolving this problem please refer to the Cookie Problems section below.

I can't view the file.

  • Click the reload button.
  • Try saving the file before viewing.
  • Open the document in a different browser.

I can't print the file.

  • Try using the Print icon in the Adobe toolbar.
  • Print a few pages at a time.
  • Save the file before printing.
  • Attempt to print after closing and reopening the browser.

The printer cut off the edges of the document.

  • Select Shrink to Fit in the print menu.

Every other page prints blank, doesn't print,
is impossible to read, or is a mirror image.

  • Select Print as Image in the print menu.

The document is taking forever to print.

  • PDFs tend to be larger documents. Your printer may not have sufficient memory to print quickly. Try printing a few pages at a time.


Cookies

A cookie error message generally indicates that you have set your browser preferences to not accept cookies. Follow the instructions below to accept all cookies. This should fix the problem. If it does not, please e-mail Patty Fragola, the Library Automation Manager, or call her at (262) 472-5673. Be sure to mention the exact text of the error message(s) you are receiving, and the point at which you are receiving it.

To remove cookies, you will now need to clear cookie cache manually.

Included here are instructions for changing your cookies settings and clearing your cookie cache in Internet Explorer and Mozilla Firefox.

Accept Cookies

Internet Explorer

  • On the Internet Explorer browser bar, choose ToolsInternet Options.
  • Select the Privacy tab → Advanced...
  • Check Override automatic cooking handling.
  • Under both First- and Third-party Cookies, mark either the Accept or Prompt radio button. The Accept option provides for smoothest service, but is less secure.
  • Check Always allow session cookies.
  • Click on OK twice at the bottom to close the windows.

Firefox

  • On the Firefox browser bar, choose ToolsOptions.
  • Select Privacy from the left-hand menu if it is not already selected.
  • Select Cookies from the right-hand menu.
  • Check Allow sites to set cookies.
  • Click on OK at the bottom of the window to close the Options window.

Clear Cookie Cache Manually

Internet Explorer

  • On the Internet Explorer browser bar, choose ToolsInternet Options.
  • In the General tab (default), select Delete Cookies... in the Temporary Internet Files section.
  • Select OK twice at the bottom to close the windows.

Firefox

  • On the Mozilla Firefox browser bar, choose ToolsOptions.
  • Select Privacy from the left-hand menu if it is not already selected.
  • Select Cookies from the right-hand menu.
  • Click on Clear.
  • Optionally, select Until I close Firefox from the Keep Cookies menu.
  • Click on OK at the bottom of the window to close the Options window.


EZProxy Server & Firewalls

Occasionally, people have difficulty successfully logging in to the proxy server to gain off-campus access to library resources. This is usually due to having a firewall on their computer. Try these solutions:

  • Switch browsers - if possible, use Mozilla Firefox. You can download the browser for free.
  • Contact your firewall administrator or internet service provider about opening ports 2048 and 9443.
  • As a temporary fix, change the link in the address bar from port 9443 to port 2048
    https://libproxy.uww.edu:9443/login?url=... →
    http[no s]://libproxy.uww.edu:2048/login?url...
  • Try using the campus Virtual Private Network (VPN) by going to http://vpn.uww.edu and logging in with your campus Net-ID, then go to the Library web site and retry the database link. If you are using the web-based VPN, make sure to remain in the VPN frame in your browser (do not open a new window or tab).
  • If you are using the CISCO AnyConnect VPN client you will be asked to authenticate again before accessing our online resources. You do not have to log out of the client, simply enter your Net-ID and password.

Please contact a reference librarian at (262) 472-1032, by email or chat or in person at the Library's Reference Desk, if these suggestions do not resolve the issue. When contacting the Reference librarians, please note the browser that you are using, where you are (home, work, school, etc.), the database that you are trying to access, the page that you were on and the message that you are receiving (e.g. "Using Firefox on my home computer, I clicked on Academic Search Premier on the Alphabetical List of Indexes and Databases webpage. I typed in my net-ID/password in the UW-Whitewater Off-Campus Login boxes. When I clicked on the Login button, before I even connected to the database, I received this message "[message text here].") This will help us to more effectively diagnose the problem.



D2L & Long URLs

Desire2Learn™ cannot handle long URLs and sometimes breaks them up, causing the links to be unusable. The way to solve this problem is to make the URL shorter.

One website that does this is http://tinyurl.com. How it Works: Enter a URL with the proxy server coding attached in the text field provided and click on the Make TinyURL! button. The free service then creates a very small URL that will not break into smaller sections and never expires.

For example: The 252 character https://libproxy.uww.edu:9443/login?url=http://gateway.proquest.com/openurl?
ctx_ver=z39.88-2003&res_id=xri:pqd&rft_val_fmt=ori:fmt:kev:mtx:journal&
amp;genre=article&rft_id=xri:pqd:did=000000388809101&svc_dat=xri:pqil:
fmt=text&req_dat=xri:pqil:pq_clntid=3852
transforms into the 23 character http://tinyurl.com/levf.

Location

Andersen Library
University of Wisconsin-Whitewater
800 West Main Street
Whitewater, WI 53190-1790

Contact the Library

Circulation Desk: 262-472-5511
Reference Desk: 262-472-1032

54.89.1.216