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Technical Support

for online Library services including Pac, the online catalog, and the Research Center.


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 Pac, 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:


General Tips

  1. Browser

    Use Internet Explorer, Firefox Mozilla, Opera, Safari or Chrome as your Internet browser. (Click on the names to download the browsers.)

    For the best results, make sure you are using the most current version of your selected browser. For example, if you are using Internet Explorer, the most recent version is 8.0.

  2. Barcode number and password

    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 Pac. 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. Using OverDrive through Kentucky Libraries Unbound requires your full barcode without spaces or dashes.

    Password - Your password is at least 4 alphanumeric characters long and does not contain any special characters. Your password is usually set up when you apply for a library card. If you would like to reset it, please call the Library at 826-3712. Your password should be entered without spaces or dashes and is case sensitive.

  3. Login problems

    Patrons who use firewalls, Internet filters, antivirus software, or other computer security programs may experience problems accessing Pac or the Research Center. Please disable these programs and try again. This may solve your problem.

Tips for Pac

  1. You must enter your barcode number and password to place holds, renew, and access other areas of your account. If you receive the message "The system was unable to log you on. Please check your barcode and password.", please contact the Library and verify your barcode number and password.
  2. There is a simple, online tutorial for Pac that may answer some of your questions about how Pac works.

Tips for OverDrive (Kentucky Libraries Unbound)

For a complete list of OverDrive help topics, please visit OverDrive's Media Help page.

Tips for the Research Center

  1. You must enter your barcode number and password to access the resources in the Research Center. If you receive this message after entering this information, "The system was unable to log you on. Please check your barcode and password.", please contact the Library and verify your barcode number and reset your password.
  2. 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.
  3. Make sure that your browser settings are set to accept cookies. How?
  4. Make sure that your browser settings allow JavaScript. How?
  5. 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
    • Morningstar.com

    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.

Tips for specific resources

Downloadable Media from OverDrive - click here for the full troubleshooting guide
Live Homework Help - click here for a list of FAQs
Learning Express Practice Tests - click here for connection instructions