Web Delivery Troubleshooting Guide

Web Delivery Troubleshooting Guide

When I click on the link in my email notification or when I try to log in...

When I try to print....

 

As a last resort, often a change of computers will solve the problem.

If none of these solutions work for you, refer to your email notification for information on whom to contact.


I get the message "You do not have any available documents."

Confirm that your email address and/or PIN are correct and then login again. You may be using a different PIN or an email address than those supplied in your email notification. While "copying and pasting" the PIN typically works, additional characters may sometimes be added while taking this action. Try both copying and pasting login information and check everything twice before contacting your ILL office.

Top

Nothing happens...

Confirm that your browser is version 3.0 or above by selecting "About Internet Explorer" or "About Netscape" from the Help menu. Also, confirm that JavaScript is enabled, following the browser-specific instructions below.

Internet Explorer Netscape Navigator AOL
Top

Internet Explorer 3.x:
  1. Select Options from the View menu
  2. click Security
  3. check Enable Java Programs
  4. Click OK, then
  5. click the Reload button
Internet Explorer 4.x:
  1. Select Internet Options from the View menu
  2. click the Security tab
  3. click Custom
  4. click Settings
  5. scroll down to locate Scripting
  6. click Enable for Active Scripting
  7. click OK, then click the Reload button
Internet Explorer 5 or higher:
  1. Select Internet Options from the Tools menu.
  2. In Internet Options dialog box select the Security tab.
  3. Click Custom level button at bottom right. The Security settings dialog box will pop up.
  4. Under Scripting category check Active Scripting, Allow paste options via script and Scripting of Java applets
  5. Check radio boxes.
  6. Click OK twice to close out.
Top

Netscape Navigator 3.x:
  1. Select Options from the Edit menu.
  2. Click Network Preferences.
  3. Click Languages.
  4. Check both Enable Java and Enable JavaScript.
  5. Click OK.
  Netscape Navigator 4 or higher:
  1. Select Preferences from the Edit menu.
  2. Click Advanced.
  3. Check in both Enable Java and Enable JavaScript.
  4. Click OK.
Top

AOL 3.x:
  1. Click My AOL.
  2. Click Preferences.
  3. Click Security.
  4. Check Enable Java Programs, if the box is blank, single click on it.
  5. Click OK.
  6. Click reload.
  AOL 4 or higher:
  1. Click My AOL.
  2. Click Preferences.
  3. Click WWW.
  4. Click the Security tab.
  5. Click Custom.
  6. Click Settings.
  7. Scroll down to locate Scripting.
  8. Click Enable for Active Scripting.
  9. Click OK, then click reload.
Top

I get "file does not begin with %pdf..."

Confirm that your Acrobat Reader is version 3.0 or above by selecting "About Acrobat Reader" from the Help menu. You can download the newest version of Acrobat Reader free from the Adobe web site at http://www.adobe.com. Upgrading Acrobat allows you to choose between accessing the document inside your browser OR in Acrobat Reader, which is preferred. Viewing documents in Acrobat Reader (and not the browser) will usually eliminate this error message, in addition to providing additional navigation features.

Top

Acrobat 4.0 on Windows:
  1. Select Preferences/General from File menu.
  2. General Preferences dialog box opens.
  3. Select Options from list on the left.
  4. Uncheck "Web Browser Integration" under Options.
Acrobat 5.0 on Windows:
  1. Select Preferences/General from Edit menu.
  2. Preferences dialog box opens.
  3. Select Options from list on the left.
  4. Uncheck "Display PDF in Browser" under Web Browser Options.
Acrobat 4 or above on Mac:
  1. Select Preferences/General from Edit menu.
  2. Preferences dialog box opens.
  3. Select Options from list on the left.
  4. Uncheck "Allow Fast Web View".
Top

I click on a link and nothing happens

You may have a pop-up blocker installed on your browser. The pop-up blocker prevents new windows from automatically opening when you visit a website. Often times, these new windows display advertising that can interfere with your ability to see the content on the page you're trying to read. However, in the case of web delivery, it can interfere with your ability to view an article.

To let a pop-up through on a one-time basis, press and hold the CTRL key as you click on a link to navigate to a new page, or click the pop-up blocker button while you are on the page to allow pop-ups on that page every time you visit.


The printout appears to be sliced into vertical pieces...

Check that your printer settings in Acrobat Reader are set to "Print as an Image." Select File. Select Print. When the dialog box comes up, check to see the box next to "Print as an Image" is checked.


The printout only contains every other page of my article...

Try scrolling up, down, right and left. This may reveal the rest of the document.

 

As a last resort, often a change of computers will solve the problem.

If none of these solutions work for you, refer to your email notification for information on whom to contact.

Top
 

Document owner: Jason Newborn

Last updated: April 10, 2013