To make it simple and convenient for our members to access our "Member-Only Databases" we have upgraded our proxy software. How it works. Please review the solutions listed below. If you are still unable to correct the problem, please have your network administrator contact our Head of Technical Services (215.574.7907).

Type of Problem:

• General Issues
• Specific Error Messages

General Issues:

Problem:	Solution:
Connection problems at work but not at home	Security measures (e.g. firewalls) on your workplace network may prevent use of a proxy server. Consult your network administrator.
How do I print a full article in HeinOnline?	HeinOnline offers several documents for help on printing depending on which library you are printing from.
How does the proxy work?	Our method of access uses URL configurations to make the Jenkins server act as a proxy server for patron browsers. Using this method, the patron browser software (i.e. your Internet Explorer or Netscape) requires no configuration. Patron browsers automatically use the Jenkins server as a proxy to external resources.
Slow loading of PDF files	Note that the size of some files may cause documents to load slowly. Use this PDF Help Guide to make sure your computer is configured to handle PDF documents.
Slow printing of PDF files to the network printer	To fix slow printing of .pdf files from a browser to a network printer you should use a PCL5e driver. Consult your network administrator about this process.
Your ISBN number is not listed here message appears after clicking on the Library Owns icon in WilsonWeb	Please repeat your search by title in JAC for more accurate results.
Problem not listed above	Contact our Head of Technical Services at 215.574.7907. Please have ready your browser and version number information and a description of the problem. (Please copy any error message you receive.)

Specific Error Messages:

Problem:	Solution:
I'm having problem with my AOL browser.	Unfortunately, the AOL browser is currently incompatible with our online databases. AOL users must use the Internet Explorer browser.
"Sorry, name entered does not match name in record." message	The name or membership number we have in our database doesn't match one you entered. Please try again and/or contact our Membership Department at 215.574.7901 to resolve this problem.
"Sorry, your membership has expired" message	Please contact our Membership Department at 215.574.7901 to reactivate your account.
"You are not authorized to view this page" message	Your patron status doesn't match the eligible category of users. (For example: librarians and library staff only.) If you qualify, please contact Membership at 215.574.7901 to change your patron status.
"566 Response HTTP Version Unsupported" message	This error commonly appears to AOL browser users. Unfortunately, the AOL browser is currently incompatible with our online databases. AOL users must use the Internet Explorer browser.
"This page requires a browser that supports JavaScript."	Your browser must support JavaScript 1.1 or later (e.g., Netscape 3.0 or later, Microsoft Internet Explorer 4.0 or later).
"Sorry -- General OneFile is unable to give you the result you asked for. There are no matching citations."	Visit our Member Online Services page to access General OneFile directly and re-enter your journal search.
"No Matching Citations" message	Visit our Member Online Services page to access General OneFile directly and re-enter your journal search.
"Sorry, this search returned no results."	This resource was removed from the database by the vendor.
"ERRMSG = Requested record not found" message	Authentication Failed. This might be caused by a network problem, and your patron record can not be located. Try to authenticate an hour later and/or contact our Head of Technical Services at 215.574.7907 for further help.
I am getting a "validation expired" message when renewing or viewing checked out items in MyJAC. Why is that?	MyJAC maintains the user's session by using a browser-based cookie file. If MyJAC cannot find the cookie file, it uses your IP address. To eliminate this problem make sure that your cookies are enabled.
"Invalid Referring URL"	To be able to see forms in PA Legal Forms make sure that you are running the latest version of Java. To check your settings in IE go to Tools > Internet Option > Advanced > make sure Java (Sun) checkbox is checked. Please make sure you are using JRE1.60 <applet>, if not please upgrade your version of Java.
Problem not listed above	Contact our Head of Technical Services at 215.574.7907. Please have ready your browser and version number information and a description of the problem. (Please copy any error message you receive.)