Information on known problems and possible fixes.
Digital Library issues
My Info issues
General issues
Digital Library issues
eResource access
Internet Explorer 9 compatibility issues
Wednesday 26 October
Downloadable Media: People using Internet Explorer 9 as their internet browser are experiencing issues when trying to add items to their eCart. It appears that nothing happens and the item is not checked out. The developers of our Downloadable Media service are working on the issue and hope to have it resolved shortly. Please use an alternate browser (e.g. Firefox or Google Chrome) while this is being fixed, or contact us to check an item out on your behalf.
Proquest eResources: The Proquest eResources support Internet Explorer versions 7.0 and 8.0 but not version 9.0. If you experience difficulties please use an alternate browser or select the Compatibility View within Internet Explorer 9. Please visit Microsoft's website for steps on how to set this up.
My Info issues
TelstraClear/Paradise.net customers
Due to a technical issue at Paradise.net, some customers using either Clear.net or Paradise.net as their ISP (Internet Service Provider) are not currently able to access the Classic Catalogue or My Info. If you give the TelstraClear support centre a call they can talk you through changing the DNS address on your computer to their new DNS servers. TelstraClear's residential customer number is 0508 888 800.
Request/renew items defaults to login
There is currently an intermittent problem when using Internet Explorer to request or renew items where after the request is made the website defaults to a login screen. This has been found to only affect Internet Explorer users and in some cases can be remedied using the possible fixes detailed on this page.
Freezing holds
There is currently an issue with freezing a large number of requested items. If you have more than 150 items on hold, you may not be able to freeze your holds through My Info. We have technical staff working on the issue and hope to have it resolved shortly.
General issues
Catalogue and Site Search
Some people are currently experiencing problems accessing our Catalogue and Site Search when using Windows 8 and/or Internet Explorer 10.
If you try to search the catalogue and receive a blank page instead of your results, click the 'Compatibility mode' icon in the address bar. The page will refresh and you should now see the usual Catalogue and Site Search page.
Renew and log in
Some people are currently experiencing problems logging into 'My Info' and eResources, or using the Classic Catalogue.
- Report the issue
- Other ways to renew and request items from home
- Possible fixes:
- Add http://www.elgar.govt.nz to your Allowed Sites (in IE)
- Disable your web browser's HTTP compression
- If you are using Internet Explorer try a different browser eg Firefox, or upgrade your browser
- Reset your web browser default settings
- Delete temporary internet files, clear your cache and reset your favourites
- Disable Content Advisor in Internet Explorer
Questions or help - contact us If you are experiencing problems please
contact us. Please provide as much detail as possible by answering the following questions:
- Are you are having trouble accessing and/or using the Classic Catalogue search page: http://www.elgar.govt.nz/search as well as logging in here: http://www.elgar.govt.nz/patroninfo
- Which web browser are you using? eg Internet Explorer 6
- Which operating system are you using? eg Windows XP
- Are you getting any error messages? If so, please paste a screen capture of the error message if you can.
Renew items, and check list of borrowed and requested titles
Phone (09) 307 6050 (automated service).
Possible fixes
Some people have resolved similar issues by doing one or more of the following:
For people using Internet Explorer possible fixes include:
- Upgrade the browser to the latest version, or
- Add http://www.elgar.govt.nz to your Allowed Sites (see how to below)
- Disable HTTP compression (see how to below)
- Reset your web browser default settings (see how to below)
- Clear your temporary internet files (see how to below)
- Refresh pages and reset bookmarks/favourites for 'My info' to http://www.elgar.govt.nz/patroninfo
- Upgrade your virus checking/security software
- Disable Content Advisor in Internet Explorer
Please let us know if any of these help you.
How to add http://www.elgar.govt.nz to your Allowed Sites (in IE6)
1. Open Internet Explorer
2. Go to Tools > Internet Options > Privacy
3. Under 'Web Sites' click 'Edit'
4. Add 'http://www.elgar.govt.nz' and click Allow and OK
How to add http://www.elgar.govt.nz to your Allowed Sites (in IE7, 8 and 9)
1. Open Internet Explorer
2. Go to Tools > Internet Options > Privacy
3. Click 'Sites' and add 'http://www.elgar.govt.nz'
4. Click Allow and OK
How to disable HTTP compression (in IE6, 7 and 8)
1. Open Internet Explorer
2. Go to Tools > Internet Options > Advanced
3. Scroll down to HTTP 1.1 settings, and uncheck both "Use HTTP 1.1" and "Use HTTP 1.1 through proxy connections"
4. Click OK
The change should not cause any other issues as it only relates to compression of http content, except there may only be a very small impact on large site downloads.
How to reset your web browser default setting
1. Open Internet Explorer
2. Go to Tools > Internet Options > Advanced >
3. Click on button : Restore defaults (IE6) or Reset IE settings (IE7 and 8)
How to delete temporary internet files and clear your cache
1. Open Internet Explorer
2. Select Tools > Internet options... from the top menu bar
3. Click 'Delete cookies'
4. Click 'Delete Files'
5. Click 'Delete all offline content'
6. Click OK
7. Wait for hourglass to go
8. Click OK
In Internet Explorer 8:
Select Tools > Internet options > ‘Delete browsing history’ > tick ‘Temporary internet files’ and ‘Cookies’ > Click ‘Delete’
How to disable Content Advisor in Internet Explorer
1. Open Internet Explorer
2. Select Tools > Internet options... from the top menu bar
3. Click on the Content tab
4. Click on the Disable button (if its on) in the Content Advisor section
5. Click OK.
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