This page is designed to help you solve any technical issues that might arise while you are using or trying to access any of our online resources such as iPac, the online catalog, databases within the Research Center, or other online services.
If you are still having problems after following the tips on this page, please do one of the following:
- Call the Library at 826-3712;
- Fill out a Research Center problem form;
- Fill out an iPac problem form;
- Or email a librarian.
General Tips
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Browser
Use Internet Explorer, Netscape, Firefox Mozilla, or Opera as your Internet browser. (Click on the names to download the browsers.)
For the best results, make sure you are using a current version of your selected browser. For example, if you are using Internet Explorer and the most recent version is 7.0, you should be using at least version 5.5. To make sure your browser is compatible with most of our programs, put it through a Browser Health Check.
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Barcode number and PIN
You must have a valid Library card in order to access most of the Library's online services.
Barcode number - You must enter your barcode number from the back of your Library card to access the Research Center and to place holds or view your record in iPac. Please enter either all 14 digits of your library card barcode number or the last 6 digits of your library card barcode number without spaces or dashes.
PIN (Personal Identification Number) - Your PIN is at least 4 digits long and does not contain any letters or other characters. Your PIN is usually set up when you apply for a library card. If you do not know your PIN, or would like to reset it, please call the Library at 826-3712. Your PIN should be entered without spaces or dashes.
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Login problems
Patrons who use firewalls, Internet filters, antivirus software, or other computer security programs may experience problems accessing iPac or the Research Center. Please disable these programs and try again. This may solve your problem.
Tips for iPac
- You must enter your barcode number and PIN to place holds, renew, and access other areas of your account. If you receive the message "Login failed. Please check your barcode and pin and try again," please contact the Library and verify your barcode number and PIN.
- There is a simple, online tutorial for iPac that may answer some of your questions about how iPac works.
- If you are a Henderson Online customer and have downloaded the "Revved Dial-up Accelerator" product from them, please disable it. This product has been known to unintentionally prohibit access to iPac.
- The following error message "Error connecting to server," is indicative of access being blocked by a firewall, proxy server, or router. If you receive this message while using a computer at your workplace and you know that your workplace operates on a network, contact your network administrator and ask that port 81 be opened on the firewall or proxy server. This is the port on which iPac is accessed. If you receive this message at home, contact your Internet Service Provider (ISP) and ask if they are blocking access to port 81.
Tips for the Research Center
- You must enter your barcode number and PIN to access the resources in the Research Center. If you receive this message after entering this information, "Sorry, Your identification is not recognized," please contact the Library and verify your barcode number and PIN.
- Patrons with expired library cards or Internet Courtesy cards may not access the Research Center or other online services from outside the Library. Patrons with expired cards may visit the Library and re-instate their library cards. Examples of library cards that expire after one year are 1) cards issued to patrons who live outside of Henderson County, and 2) patrons who have been issued a Professional Courtesy card.
- Make sure that your browser settings are set to accept cookies. How?
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You may encounter web pages that ask for a username and password. This is normal if
you are browsing the following resources:
- Ancestry.com
- World Family Tree
- Genealogy Library
- Access Newspaper Archive
- Investor's Business Daily
- Wall Street Journal Online
While the library has purchased complete access to most of the areas within the above listed resources, that access is only available from within the library. Unless you have purchased an online subscription to these databases, you can only access the free sections of these databases from home. The individual companies that sell these online resources will not allow the library to give you full access from home.
