Troubleshooting
Find answers to some common problems that you may encounter when accessing electronic resources on the library website.
| Common problems with... | ||
| 1 | UNE username & password | Don't have one, it's incorrect or sometimes doesn't work. |
| 2 | Browsers | Compatability, cookies, caching errors, Java and pop-ups. |
| 3 | Firewalls | Workplace firewalls and Norton/Symantec products |
| 4 | Adobe PDF files | Can't open Adobe PDF files. |
| 5 | Saving PDF files | Can't save PDF files from eReserve. |
1. UNE username & password problems
Any password problems can be managed through User Account Tools within myUNE. Using the tools you may
- register for a new password
- reset your password if you have forgotten it
- change your password
- reenable your account (if you have been locked out)
- update your security questions.
TIPS
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TIP - Recommended browsers for using the library website.
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| Browser issues | |||
| Problem with | Description | What you need to do | Help |
| Cache | Cannot access a site because the browser is recognising a previous failed attempt. |
You need to clear your cache or browsing history. |
|
| Cookies | Error message such as cookies are not enabled |
Enable cookies on your browser settings. |
|
| Script error messages | Error message when viewing webpage. |
Use this Browser Tester to see if JavaScript is working on your browser. If not, enable JavaScript. |
|
| Java applets | Interactive content not working. |
Use this Browser Tester to see if Java or Flash is working on your browser. If not, install and enable Java from the Sun site. If Java is installed, but not enabled, see the advice on on how to enable Java from the same site or the information on individual browsers to the left. |
|
| Pop-up blocker | Images or content won't display fully. |
Use this Browser Tester to see if a pop-up blocker is active on your browser. Turn-off pop-up blockers on your browser or allow pop-ups for une.edu.au. For help with allowing pop-ups please contact UNE Service Desk at servicedesk@une.edu.au or on 02 6773 5000. |
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If you are a member of the staff of the Department of Defence, or any other high-security installation, it is possible that you will find that your office firewall will interrupt access to our electronic resources. In this case, our best advice is to access our electronic resources from your home, an Internet Cafe or Public Library.
Personal firewalls/virus protection software can also cause access problems with UNE resources. If you have one of these products installed, and you are experiencing problems, please temporarily disable your firewall/virus protection and see if that allows you to connect to the relevant resource. You can find information on temporarily disabling your firewall on this page.
Why can't I view PDF files (Adobe files)?
- You need to have Adobe Reader installed to view ebooks.
Get Adobe Reader
Why can't I read ebooks in Ebook library?
- You need to have Adobe Digital Editions installed to use Ebook library.
Get Adobe Digital Editions
I've got Adobe Reader, and I still can't read PDFs.
If you have problems saving a PDF, another solution is to change your Adobe Acrobat settings.
If you use Internet Explorer:
- Go to your Desktop.
- Click on Start.
- Go to All Programs.
- Click on Adobe Reader.
- Choose Preferences from the Edit menu.
- Click on Internet in the category list (on the left)
- Untick Display PDF in browser.
- Click on OK.
If you use Firefox, do all of the above first, then
- Launch Firefox.
- Choose Add-ons from the Tools menu.
- Click on Plugins.
- Click the Disable button under Adobe Acrobat.
- Close Firefox.
- Reopen Firefox.
If you are a Chrome user, search your computer for the file nppdf32.dll and delete it. This file usually located in C:\Program Files\Adobe\Reader X\Reader\Browser (X = your version of Adobe Reader). Once you’ve done that you’ll be prompted to open or save the PDF file, just like any other file. If you chose Open, the file will open in Adobe Reader, not the browser.
See also the advice on Protected Mode below.
Why can't I print PDF files (Adobe files)?
If you can view an Adobe PDF file, but have trouble printing it (receiving reports such as PostScript errors or out-of-memory errors), there are a number of things you can do. You can try to:
- save the file to your hard drive first (see above).
- print it on a different printer, preferrably one with more memory.
- print it one page at a time.
If none of these work, it's probably time to download a newer copy of Adobe Reader from the Adobe site.
5. Saving PDF files from eReserve
Why can't I save PDF files from eReserve?
- If are using a late-model version of Internet Explorer, the most likely reason is that your browser is operating in Protected Mode. To turn off Protected Mode, choose Internet Options from the Tools menu. Click on the Security Tab. Uncheck the Enable Protected Mode check box, click OK and quit Internet Explorer. Internet Explorer may display a warning that your current security settings will put your computer at risk. If so, click on OK. Restart Internet Explorer and attempt to save a PDF file from eReserve.
- If Protected Mode is the problem, you will need to add the UNE site to your list of Trusted Sites if you wish to reactivate Protected Mode. Choose Internet Options from the Tools menu and click on the Security Tab as before. Click on the Trusted Sites icon and then the Sites button. Add http://www.une.edu.au to the list of Trusted Sites. You may need to decheck the Require server verification (https:) for all sites in this zone check box before you can do this. Click on Close and click on OK.
- If Protected Mode is not the problem, you should be able to save the file by right-clicking on the PDF and choosing the Save command. Another option is to choose Save As from the File menu in Internet Explorer or Save Page As from the File menu in Firefox.
- If none of the above advice works, it is probably time to reinstall your copy of Adobe Reader or switch to a free alternative such as Nitro PDF Reader.
- If all else fails, you might like to switch to Mozilla Firefox or Google Chrome.
Further help
Contact the IT Service Desk (02) 6773 5000 or Dixson Library.