Internet Explorer is a browser that typically works well with ebrary. However, plug-ins and extensions added to Internet Explorer can cause problems.
If you’re having trouble using Internet Explorer, here are some suggestions:
1) Try using a different browser. Firefox works particularly well with ebrary. If you don’t have Firefox already you can download it for free at www.mozilla.com.
It’s absolutely fine to run two different browsers at the same time, so you could use Firefox for ebrary, but continue using Internet Explorer for other things.
2) If you want to continue using Internet Explorer for ebrary, try disabling the extensions on your Internet Explorer. (This solution has a pretty high success rate.) Briefly, here’s how to disable IE extensions: Go to… Start > Run > type ‘Control Inetcpl.cpl’ > Click the Advanced tab > Then under Browsing > Uncheck ‘Enable third-party browser extensions (requires restart)’ > Then restart Internet Explorer.
3) Alternatively you can try doing a complete reset of your Internet explorer. The instructions for this can be found at http://support.microsoft.com/kb/923737. This will remove all plug-ins and extensions that have been installed on IE.
4) If you’re using Compatibility Mode, that could be the problem. See here for more info: http://support.ebrary.com/?p=1065
Having trouble with the Unity Reader? The solution we always recommended is to use QuickView instead!
Still feel strongly about using the Unity Reader? Here are some tips:
- Make sure you have the most recent version of Java, or at least version 1.6.
- Cookies need to be enabled.
Error Code 102 usually means the Java Reader was unable to connect to ebrary servers, here are some suggestions:
- reader.ebrary.com must not be blocked on ports 80 and 443
- This has been a common problem with sites that are using proxies
- Make a firewall exception for the Java reader
- Make sure you have write access to your home directory
- The Java reader does not require admin rights for installation but it creates personalized files for users in their home directory
- Occasionally, roaming profiles have resulted in issues with this
Error Code 30 issues or expired/invalid session errors:
- If you are using a proxy such as a Bluecoat or Squid Proxy, ensure that the proxy server does not cache/control any content from ebrary.
If you are still having trouble, visit the following diagnostic sites and send the results to us.
http://site.ebrary.com/validate
http://www.ebrary.com/kb/users/java_diag.jsp
Exact steps depend on which browser version you’re using, but basically:
Windows computers:
- Internet Explorer: Tools > Internet Options > Privacy tab. Level of security Medium (default) or below; Medium-High and High will block cookies. Click on the “Advanced button” and make sure First-Party cookies are set to “Accept”.
- Firefox: Tools > Options:Privacy Section >Cookies Tab. Check box “Allow sites to set cookies”.
Macintosh computers:
- Safari: Safari > Preferences > Security. Make sure the check is not on “Disable Cookies”, either one of the other settings should be fine.
- Firefox: Firefox > Preferences > Privacy Tab. Check box next to “Accept cookies from sites”.
Another user has typed in the wrong username (yours) and requested the password. Since our system will only email the password to the email address on the account, you have received the email. The user cannot obtain your password this way – so no reason to be concerned. We apologize any inconvenience or confusion.
Occasionally, a document’s cache becomes corrupted and some text might display as garbled. Please send an email to support@ebrary.com to report such an issue, please include the document ID and title. In the meantime you can view the garbled text by changing the page magnification.
Occasionally, a specific issue may require ebrary to analyze some network traffic diagnostics. The following instructions outline how to record and send these diagnostics to ebrary.
1. Go to http://www.charlesproxy.com/download.php
2. Download the version appropriate for you and install on the computer that has been experiencing the problems.
3. Start “Charles”, and then start your browser.
4. Go directly to your ebrary site.
5. Replicate the issue that you were having.
6. This will show each URL that your browser accesses in the “Charles” window. All the network traffic and possible error messages are recorded during the “Charles” session.
7. Save the “Charles” session after you are done recording the issue.
8. Email the .chls file to ebrary support (at support@ebrary.com).
This happens when the page is stuck in the cache, particularly with IE6.x, but there is a workaround.
First, go to the bookshelf account creation page and fill in your information. Click the Submit button at the bottom of the page.
If you get the “Page cannot be displayed” error or get returned to the bookshelf account creation page, perform these steps:
- Leave that page open and go up to the Tools menu and choose Internet Options.
- Look at the section on the first tab that says Temporary Internet Files click the Delete Files button. A dialog box will pop up; check the box next to Delete Offline Files. Then click OK. Click OK again to close your Internet Options window.
- Hold down the Shift key on your keyboard and click the Refresh button on your browser.
This should then bring up a page that confirms your account was created.
in the upper right hand corner.