LibraryH3lp

HELP

Hartness Library

Serving Vermont Tech and The Community College of Vermont

New VSCS Libraries Website

Please do not use this website! Starting with the Summer 2023 semester, all faculty and staff should be using the new shared VSCS Libraries website. The Hartness Library site will be going away July 1, 2023.

/ Guides & Help / Technical Problems

Technical Problems

To access library databases from off campus and to place requests for materials from the library catalog, you will need to login using your VSC ID and password. This is the same as your VSC ID and password. For more information about your login, go to the VTC Account Page, or the CCV Account Page. If you are experiencing other computer or Internet related errors, please contact the VTC Help Desk or CCV Help Desk for additional assistance.

Access

I’m getting the database vendor (e.g. EBSCO, Gale, or ScienceDirect) login screen asking for a username and password.
When you access a library database from a link on the library homepage, the only login screen you should get is the portal login which prompts for your VSC Login. If you get a database vendor login screen or are having trouble accessing a database, try accessing the database from our homepage. If you are experiencing problems logging into library databases, they might also be due to your firewall settings. If you do make any changes to your firewall settings to use the article databases, don’t forget to change them back when you are done.
I used the link from an EBSCO database citation tool and now I'm being asked to sign in.

If you see the following login screen, click on Institutional Login.

Select View All Institutions and then click on Vermont State Colleges to authenticate the link.
I'm getting a security message from my Internet browser.
Chrome and Firefox security settings may accidentally read library databases as unsecure Internet locations (and treat them as a threat). In Chrome, click on “Advanced” and then follow the link to “proceed to the Internet address.” screenshot In Firefox, expand the “Technical Details” section and click the “I Understand the Risks” option and then click “Add Exception.” screenshot
I’m receiving an expired user error when I try to login to the library catalog to create a list or check my library account.
Please contact us by email, phone, or live chat and we will renew your account so we can update your account. This is a good time to update your contact information we have on file if it has changed.
I'm trying to Place a Request for a book or article from the Hartness Discovery Search, but I get an error screen when I try to login.
Use your VSC Login to log in to place requests. If you get this message and you believe you have entered the correct username and password, contact the Library for help. For more information on requesting and borrowing books, click here.
If you are receiving the following error message while trying to place a request, clear your browser’s cache and try logging-in again:   “An unknown issue occurred and you were not signed in. You may be signed into one institution at a time. Please sign out of all other institutions before signing into this institution. If errors continue to occur, please speak with your librarian.”  
I’m getting pop-up errors in my browser.
Many of the Hartness Library resources will open in a new browser window. If you have a pop-up blocker on your Internet browser, we recommend you change your security or privacy settings to “allow pop-ups from this site.”
I'm having trouble viewing tools/options within an EBSCO database.
EBSCO recommends that these minimum browser requirements be met in order for EBSCO interfaces to function properly.
Within an EBSCO database, I’m getting an 'EBSCO http handler' error.
You need to empty your cache or temporary Internet files, and then verify that your browser is accepting cookies. Please refer to help in your browser.
I was searching then got an EBSCO 'System Problem' or 'Search timed out' screen.
Your EBSCO session has timed out. Just start again by selecting the Return to Hartness Library website link, and redo your search.  
   
I can't get Shopkey or Truck Series to open.
Shopkey and Truck Series require users to select the LOGIN in upper-left hand screen to start searching. Truck Series cannot be accessed from off-campus.

Article Sharing/Using Folders in Library Databases

I emailed some articles from one of the databases and never received the email.
Some company/institution email services screen email especially if they have html attachments. First, check the spam folder for the email. If that doesn’t work, try emailing the PDF, or plain text version if possible. Lastly, try emailing the article to a Web-based email account, like Gmail.
I am trying to save articles to my folder, but don't see folder icons.
In our main Hartness Search you must be signed in to save items to your folder. Look for a “Sign in to save items to your folder or access previously saved items” link at the top of the screen.
I tried to sign in to use my folder and got a 'Personal Data Retention and Usage Policy' screen.
The first time you access your EBSCOhost account, you will be presented with EBSCO’s Personal Data Retention and Usage policy. This gives them permission to store the list of items you wish to save as well as your search history. The library does not have access to this data. If you decline the policy, you will still be able to search, but will not be able to save items.
I want to share an article with someone but when I send the URL from the address bar, they can't access the article.
The best way to share an article is to use the tool from the database vendor which contains a permanent link to the information. Visit our Linking to Library Content page for more information.

Full-Text in Library Databases

I found an article in a library database, but there's only an abstract, no full-text.
If you are using the library’s Discovery Search with the Available in Library Collection (full-text) limiter off, your results will include full-text articles and article citations. For articles which are only citations, select Place a Request to get a copy of the article (for free) through our interlibrary loan service. When you search individual library databases with the full-text limiter off you will also return both kinds of results. When searching with the full-text limiter off you will see this icon to abstract only articles: Always try selecting this link to check if the article is available full-text in another library database. If it is not available, you can request the article full-text by selecting the Place Request or Request item through interlibrary loan link. Limiting to full-text only in your search returns only full-text results. More on how to request articles here.
I clicked on View Full Text in my search results, but I can't get to the full article.
Articles from EBSCO databases will appear as HTML or PDF format icons in your search results, but articles housed in other library databases (e.g. Academic OneFile, LexisNexis, CQ Researcher) will often show up with a “View Full Text” link. Most of the time, you will be able to click through directly to the full article. view full text If that doesn’t happen, you can click on “Reached a dead link? Let us help you find this.”dead link From there, you may have some full-text options or be directed to an index page for the publication. If at any point you’re having trouble finding what you need, click “Request this item through Interlibrary loan” and we’ll try and find a copy for you.
When trying to open full-text in a database, I am getting the message: You have exceeded your download limit of 200 MB.
Your suspension will expire in 1 hour, but if you need immediate assistance during the Library’s open hours, or frequently receive this message, please email hartness@vsc.edu. This message is displayed when a user downloads large amounts of material in a short space of time from our electronic databases or journals.In order to ensure we respect our license agreements with database vendors, there are restrictions in our proxy server to prevent excessive downloading by robots or individuals. When you see this message, it means you have exceeded downloading the allowed 200MB in 30 minutes server policy restriction. If you wait for an hour, your connection should be restored. Contact us if you do not believe you exceeded the limit or are getting this error frequently.

PDFs in Databases

I'm having trouble viewing PDFs from EBSCO databases.
PDFs from EBSCO databases are best viewed using the latest edition of Adobe Reader. When using Edge/Internet Explorer, ActiveX controls must be enabled in your browser and security settings must be set to Medium-High or lower for ActiveX controls to function.
I'm having trouble printing PDFs from EBSCO databases.
After you’ve clicked on the PDF icon to view the full article, use the print icon within the PDF document, not the print icon from the toolbar (which will print out the citation).

Streaming Videos

I'm not seeing videos from one of the library's streaming video databases (e.g. Films On Demand, Nursing Education in Video) when they are embedded.
Recently, we have been experiencing difficulties with embedding videos from the library’s streaming video database in courses. Newer versions of many web browsers are blocking the embedded video, leaving just a blank space. The vendors are working to address the issue, but in the meantime we suggest linking to videos rather than embedding them. If you encounter an embedded video that isn’t displaying, you should also be able to view it by telling your browser to allow you view “insecure content”:
  • Edge/Internet Explorer – Click “Show all content” in the “Only secure content is displayed” warning at the bottom of the screen.
  • Firefox – Click the shield icon in the address bar and select “Disable Protection on This Page.”
  • Chrome – Click the shield icon in the address bar and select “Load anyway.”
I'm having issues streaming videos from the Films on Demand database (e.g. choppy playback, buffering issues, videos stopping and starting).
The Films on Demand database needs a certain amount of bandwidth to work smoothly. According to the vendor, any download speed below 4 mbps could potentially cause streaming problems. You can check your bandwidth using this tool from ZDNET. In some cases other activity on a shared network (other streaming video, large downloads, etc.) may be using a lot of bandwidth.