eLibrary Troubleshooting FAQ

Database Troubleshooting Questions and Answers

Library cards, access and authentication
Q. Why do I have to enter my library card number?
Q. Why is the barcode such a long number?
Q. Is access different from inside the library?
Q. I've entered my card number and still I cannot get into the database. Why?
Q. Why are there different screens to enter my library card number?
The eLibrary page
Q. How can I bookmark the eLibrary page?
Q. Can I get to the Ventura County Library catalog from the eLibrary page?
Q. Is there a section of the eLibrary page devoted to databases for K-12 students?
Q. Where can I request books from other libraries?
Q. What is Librarian's Internet Index?
Q. I'm writing a paper and need help with creating citations. Where can I go?
Databases
Q. Some databases ask or require me to create an account. Why?
Q. What is Gale PowerSearch and how does it differ from the other Gale databases?
Q. How can I get online assistance on how to use the database?
Q. Where can I get help on downloadable audiobooks (eAudiobooks)?
Definitions, copyright and help
Q. What is the difference between ebooks, audiobooks and eaudiobooks?
Q. Are eaudiobooks downloadable?
Q. Are ebooks downloadable?
Q. Can I get to an ebook from the Ventura County Library catalog?
Q. Can I share a copy of what I have downloaded or printed?
Q. How can I get more help?

Library cards, access and authentication

Q. Why do I have to enter my library card number?
A. When Ventura County Library purchases databases, ebooks and eaudiobooks, we enter into a license agreement with the vendor regarding who has access to content. These agreements require us to authenticate your library patronage by using the 14-digit barcode found on your library card to gain entry.

Library Cards may be obtained at any Ventura County Library location by filling out an application form and presenting it with identification which shows your current street address. (Driver's license is preferred. If you have just moved, a letter or bill with your current address is acceptable. A child may bring in a parent's identification.)

Q. Why is the barcode such a long number?
A. Unfortunately, back when barcode cards were created, future applications and usage were unknown.

Q. Is access different from inside the library?
A. Yes. Most of the databases allow free access from inside of the library - whether you are on a public PC, database PC, or the library's wireless internet connection.

Q. I've entered my card number and I still cannot get into the database. Why?
A. First - be sure you have entered your 14 digit barcode correctly.
Beyond that, there can be several reasons access is blocked:

Access issues - most of the databases require entry from our eLibrary page. If you try to bookmark the database site URL, you may have trouble accessing the database. Try again by navigating to our eLibrary page and then clicking on the database link.
Firewall issues - if you are accessing the page from behind a company or personal firewall, there may be issues with access to some databases.
Seats - Some of the databases have a limited number of "seats." This is the number of people who can access the database at one time. We recommend you try again and/or contact the Web Librarian with the information itemized below.
Maintenance - occasionally, databases are offline for maintenance. Ideally, we are notified of such and can make a note.
Technical problems - it may be that one of many systems by which you connect has caused an interruption (phone lines, internet service providers, servers, etc.) If you feel the problem is on our end, please contact the Web Librarian with the information itemized below.

If you cannot gain access and you have verified your card number was entered correctly, please send an email to Ventura County Library's Web Librarian and state:

The database name
As much information about how you got to the database as possible
When you were denied access (date and time of day)
What the screen said when access was denied (an attached screen shot would be excellent!)

Q. Why are there different screens to enter my library card number?
A. Authentication is done on pages requesting your library card barcode number. Sometimes the authentication is done by the library, sometimes by the database provider. This accounts for the different interfaces.

The eLibrary page

Q. How can I bookmark the eLibrary page?
A. Using the bookmark function on your browser, bookmark the eLibrary page when you have it open. You can use the page URL: http://157.145.215.81:81/rpa/default/RPA_redr.htm .

Q. Can I get to the Ventura County Library catalog from the eLibrary page?
A. Yes. There are several ways:

Click on the Ventura County Library Catalog link on the left side navigation bar on the eLibrary page.
Click on the subject "Library Catalogs" and scroll down to find Ventura County Library. Click on the link.
At the top of the eLibrary page, see the "Home" link under the banner. Clicking on it will take you back to the home page of our web site which has several links to the catalog.

Q. Is there a section of the eLibrary page devoted to databases for K-12 students?
A. Yes. At the top of the eLibrary page, see the second button down on the left-side navigation bar. That will take you directly to the K-12 database collection list.

Q.Where can I request books from other libraries?
A. On the eLibrary page, see the "California Libraries Catalog" (CalCat) link fifth from the top on the left side navigation bar. Once in CalCat, you can set up an account and request books from other libraries.

Q. What is Librarian's Internet Index?
A. Librarians' Internet Index (LII) is a publicly-funded website that provides a well-organized point of access for reliable, trustworthy, librarian-selected websites, serving California, the nation, and the world. LII features a weekly newsletter of recommended sites.

Q. I'm writing a paper and need help with creating citations. Where can I go?
A. On the eLibrary page, see the Citation Machine link at the bottom of the left side navigation bar. From their website: "Citation Machine is an interactive web tool designed to assist high school, college, and university students, their teachers, and independent researchers in their effort to respect other people's intellectual properties."

Databases

Q. Some databases ask or require me to create an account. Why?
A. Databases have different reasons to ask you to create an account:

Business Decision - users can immediately create reports and maps to be emailed directly to them. You will always need to enter Business Decision from the eLibrary page.
LearningExpress Library (LEL) - LEL provides online courses and tests which you may need to stop and restart. With your account, LEL allows you to keep track of your progress. You will always need to enter LEL from the eLibrary page.
NetLibrary - Once you create a free account while in Ventura County Library's NetLibrary collection, you can then access that NetLibrary free account from any computer by simply going to www.netlibrary.com and entering your user name and password. You would not need to enter through our eLibrary page or enter your library card number.

If you are asked for an account number from any other databases, try your library card number. If that doesn't work, go back and be sure to enter the database through the eLibrary page.
If problems persist, please send an email to Ventura County Library's Web Librarian and include:

The database you could not access
As much information about how you got to the database as possible
When you were denied access
What the screen said when access was denied (an attached screen shot would be excellent!)

Q. What is Gale PowerSearch and how does it differ from the other Gale databases?
A. Gale PowerSearch cross searches all the Gale databases to which we subscribe.

Q. How can I get online assistance on how to use the database?
A. Please see the TIPS and TUTORIAL links found at the end of some database annotations on the eLibrary page. Additionally, all of the databases and ebook collections have a HELP section once you have been authenticated.

Q. Where can I get help on downloadable audiobooks (eAudiobooks)?
A. We have a page dedicated to downloadable audiobooks.

Definitions, copyright and help

Q. What is the difference between ebooks, audiobooks and eaudiobooks?
A. Here are the definitions:
An ebook is a digital representation of a printed book. One reads ebooks. (See below for ebook vendors.)
An audiobook is a sound recording of a book. It may be in cassette tape, CD or MP3 format. One listens to audiobooks.
An eaudiobook is a downloadable audiobook. NetLibrary and Overdrive have eaudiobooks.

Q. Are eaudiobooks downloadable?
A. Yes. In fact, when you see eaudiobooks, it means downloadable audiobooks. NetLibrary and Overdrive have eaudiobooks. Checkout period is 3 (three) weeks.

Q. Are ebooks downloadable?
A. Some are and some are not. Each collection, depending on the vendor, has different capabilities regarding ability to download, save, print, access through the library catalog, etc.
See the collections below to find what is allowed. The word "save" indicates a download saved indefinitely to your computer:

Gale Virtual Reference Library - individual articles can be viewed, printed, saved and emailed
Missions of California - you can view, print and are allowed a 24 hour download to computer or PDA
NetLibrary General Collection - you can view but cannot save; allows printing of 1 page at a time
NetLibrary Law Collection - you can view but cannot save; allows printing of 1 page at a time
LearningExpress Library eBooks - you can view, save and print
Vault Online Career Library eBooks - you can view, save and print

Q. Can I get to an ebook from the Ventura County Library catalog?
A. Yes. For ebook collections included, you can click on the link in our online public catalog to access the ebook. The collections available through the catalog are:

Gale Virtual Reference Library
Missions of California
NetLibrary General Collection
NetLibrary Law Collection

Q. Can I share a copy of what I have downloaded or printed?
A. Access to the databases and the content therein should be given the same consideration you would give any copyright protected material. Salient issues are fair use and public domain. Especially sensitive to content owners is transfer of digital content although some databases allow limited emailing of content. Our recommendation is that you always consult the database vendor's pages for further information regarding your specific application. You may want to start with the "Terms and Conditions" link or "Terms of use" link. Most databases will also offer a "Contact Us" link if you need to ask for copyright permission.

Q. How can I get more help?
A. Try the help pages for your specific database. Or, select one of these options:

Call your local library - see the Ventura County Libraries page for locations and hours.
You can email reference questions to a Reference Librarian by using the email address: reference.librarian@ventura.org .
Please send any comments or questions regarding functionality to the Web Librarian.

Send any comments or questions to the Web Librarian.

Ventura County eLibrary Troubleshooting FAQ