East Brunswick Public Library :: Connection Errors

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Connection Errors

For Problems with Remote Access

Problems with remote access are known to occur with some of our online subscriptions if you have Norton Internet Security or use the AOL browser.

AOL Browser Problems:

The browser in the America Online software does not work with Electric Library. You can use your AOL connection to the Internet but you must then open another browser, such as Netscape or Microsoft's Internet Explorer, to use Electric Library. Users of Norton Internet Security must turn off Privacy Control in order to be able to login to this resource.


Security settings on your home computer:

In most cases, problems with remote access are caused by Internet security settings on your home or office computer or network. Norton Internet Security is known to be particularly problematic in this regard, though other firewall, internet security, and anti-virus programs could cause similar problems. Submitting your valid EBPL library card after clicking on the link for an online database, such as HeritageQuest, is the only authentication required for remote access to that site. If you then encounter a second request for further login information from the online database site, then the likely problem is that your security settings have blocked the transfer of the required session cookie.You should be able to alleviate this problem by configuring your security program to accept traffic from this database location as a "trusted site."For users of Norton Internet Security, please refer to this link on the Symantec web site for information about adjusting your security settings:

Support FAQs for Norton Internet Security.

In addition, ProQuest provides the instructions below for enabling access to their Heritage Quest web site through Norton Internet Security. The same instructions can be applied to Reference USA by substituting "referenceusa.com" for "heritagequestonline.com."

Norton Internet Security 2002

Here are instructions on Norton Internet Security 2002 for HeritageQuest Online.

1. Open Norton Internet Security
2. Click Options at the top of the screen
3. Click Advanced Options at the bottom of the screen
4. Click Add Site at the bottom of the screen
5. Enter the domain name - heritagequestonline.com
6. Click OK
7. Click on heritagequestonline.com in the window on the left side of the window
8. Click the Privacy tab
9. Check the box next to "use these rules for umi.com"
10. Change cookies to Permit
11. Change email to Permit
12. Change refer to Permit
13. Click Active Content Tab
14. Change all pull down menus in this window to Allow.

Norton Internet Security 2003

1. Open Norton Internet Security
2. Click Options at the top of the screen
3. Click On Norton Internet Security
4. Click on Web Content
5. Click Add Site at the bottom of the screen
6. Enter the domain name - heritagequestonline.com
7. Click OK
8. Click on heritagequestonline.com in the window on the left side of the window
9. Uncheck "Use Default Settings" for "Information about your browser" and set it to Permit
10. Uncheck "Use Default Settings" for "Information about visited sites" and set it to Permit
11. Click OK to exit

Norton Internet Security 2004

1. Open Norton Internet Security or Norton Personal Firewall.
2. Double-click Privacy Control, and then click Advanced.
3. Click Add Site. A new site/domain box appears.
4. Enter the name of the site that you want to receive the referrer information and click OK.
For HQO add heritagequestonline.com
5. Click the name of the new site.
6. Click the Global Settings tab.
7. In the "Information about visited sites" section, clear "Use default settings."
8. Click Permit.
9. Click OK to close the Options window.

Norton Internet Security 2005

1. Open Norton Internet Security or Norton Personal Firewall.
2. Click Intrusion Detection.
3. Click Configure.
4. On the AutoBlock tab, click Exclusions...
5. Click Add.
6. Select a method of indicating the computer or computers to permit:

  • "Individually" allows you to specify a single computer by its IP address.
  • "Using a range" allows you to specify an IP address range to cover a set of computers.
  • "Using a network address" allows you to specify a network address and subnet to permit traffic from.

7. Enter the information corresponding to the method that you chose in step 5 (IP address, IP address range, or network address).
8. Click OK. The computer now shows up in the Excluded Computers list.
9. When you are done adding computers, click OK to close the exclusions window.
10. Click OK.

Norton Internet Security 2003 and 2004 Ad Blocking

Norton Internet Security has an ad blocking feature which is known to block the buttons for search options in the census

1. Open Norton Internet Security
2. Click on Status & Settings
3. Click on Ad Blocking
4. Click on Configure
5. Click on Advanced
6. Click Add Site
7. Add "persi.heritagequestonline.com" (without quotes)
8. Click on "persi.heritagequestonline.com "
9. Click Add
10. Click on Permit
11. Add the text "search_tabs" (without quotes)
12. Restart your browser and relog into HeritageQuest Online

Thanks to Joseph Fisher of Boston Public Library for assistance with this information.