This is the "General e-book troubleshooting tips" page of the "AU Library Tech Support Guide" guide.
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AU Library Tech Support Guide   Tags: e-books, help, security certificate errors, technical support  

This is a collection of help guides to provide technical support for various aspects of the AU Library website and resources.
Last Updated: Aug 9, 2012 URL: Print Guide RSS Updates

General e-book troubleshooting tips Print Page

Basic Troubleshooting Techniques

Difficulties accessing e-books can be a result of a number of different things. This page provides information about some of the most common troubleshooting methods. If you try these and continue to have problems, please contact the AU Library Information Desk by email or phone so that we may assist you.


Clearing your Cache and Cookies

Firefox (for version 3.5 and later):

Tools → Clear Recent History...

Select a Time range

Click the down arrow beside Details (if not already showing Details)

Check the boxes for Cookies and Cache

Click OK


Internet Explorer:

Tools → Internet Options

Click on General Tab

Under Browsing History click Delete...

Check the boxes for Temporary Internet files and Cookies

Click Delete

Please Note: To find the Tools menu in recent versions of IE, drag your mouse over the images that appear at the top of your browser window. The one that looks like a gear is the Tools menu.


Confirm Advanced Security Settings

In Firefox:

Tools → Options...

Click on Advanced

Click on the Encryption Tab

Protocols should be checked to both Use SSL 3.0 and TLS 1.0

Click on the Network Tab

Under Connection, click Settings...

Check the radio button for Auto-detect proxy settings for this network


In Internet Explorer:

Tools → Internet Options

Click on the Security tab

Under Security level for this zone, click on Custom level...

Check that the level is set to Medium (default)

Click on the Privacy tab

Under Settings, move the bar to Medium

In the Advanced tab

For HTTP 1.1 settings, check both boxes

For Security, check the boxes beside Use SSL 3.0 and Use TLS 1.0


Turn Off Windows Firewall

For Windows PC users:

Sometimes the Firewall can interfere with connections:

Start (Windows) button → Click Control Panel → Windows Firewall

For Vista and earlier versions: click the radio button next to Off (not recommended), then click OK

For Windows 7: on the left-hand side, click “Turn Windows Firewall on or off”, Then click on the radio button next to Off (not recommended), then click OK.


Turn off Pop-up Blockers

In Firefox:

Tools → Options → Content

Uncheck the button beside Block pop-up windows

Or keep that button checked and click on Exceptions…

Type or copy and paste the websites you’d like to allow

Click Allow

Click Close

In Internet Explorer:

Tools → Internet Options → Privacy tab

Under Pop-up Blocker, uncheck Turn on Pop-up Blocker

Or keep that button checked and click on Settings

Type or copy and paste the websites you'd like to allow

Click Add

Click Close



Why was I logged out?

If you are actively using an e-book, that is, turning pages, searching within the content, you should not be logged out. However, if your activity within the e-book lapses, you might be logged out of the e-book because of inactivity.  If this happens, you can re-navigate to it, and resume reading the e-book.


Research Tip

If you find an e-book that you think will be useful for your assignment, or that you wish to access multiple times, copy the persistent link to the e-book and paste it into a document or email message. This will allow you to access it later!


Athabasca University Library
Hours: Monday-Friday 8:30am-4:30pm (MT)
Phone: (800) 788-9041, ext. 6254


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