University Library > Guides > Troubleshooting Guide

Troubleshooting Guide


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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 File → Save 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.


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Cookies

A cookie error message generally indicates that you have set your browser preferences to not accept cookies. Follow the below instructions to accept all cookies. This should fix the problem. If it does not, please e-mail Allan Davis, the Library Automation Manager, or call him at (262) 472-5011. 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 Firefox.

Accept Cookies

Internet Explorer

  • On the Internet Explorer browser bar, choose Tools → Internet 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 Tools → Options.
  • 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 Tools → Internet 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 Tools → Options.
  • 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.

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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...

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.

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&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.

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