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Troubleshooting Guide for HACC Library Users

This guide has tips for troubleshooting common problems and contact information for problems that cannot be solved so easily.

Using a Smart phone or tablet

To view PDF’s with smartphones and tablets go to


Microsoft Edge

The Microsoft Edge browser does not work with many websites and its icon looks very similar to the Internet Explorer icon. If you are using the Edge browser, changing browsers may fix the issue.

Errors in Chrome

If your run into problems while using a Chrome browser, try the following solutions:

Other errors

Other Error Messages

There are numerous errors that users can run across that are browser related. If you receive an error that does not match one of the examples in this guide, clear your browser cache and cookies.

If none of these solutions work, please report the problem to the Library. When filling out the form, list the name of the database, the name of the article (if applicable), and a description of the error. We will contact you when the issue has been resolved.

Mac Issues

Mac -- Issues accessing databases

Adjust your browser security settings
  • Safari
    Safari > Preferences > Privacy tab and select Never under Block cookies
  • Firefox (Mac)
    Firefox > Preferences > Privacy tab and select Remember history from the drop-down menu
  • How to Enable Cookies on Google Chrome (Mac Users)
    • Click on the Chrome menu at the top of the page.
    • Select Preferences, then click Show Advanced Settings.
    • Click on the Content Settings button in the Privacy section.
    • Click on the Allow local data to be set radio button in the Cookies section. (Also make sure that "Block all third-party cookies without exception" and "Clear cookies and other site data when I quit my browser" are NOT selected.)
    • Click on the Allow all sites to run JavaScript radio button in the JavaScript section.

Clear your browser cache/history

  • Safari
    History > Clear History > Clear
  • Firefox (Mac)
    Tools > Clear Recent History > switch time range to Everything > Clear Now 
  • Chrome
    Click Wrench icon on toolbar > Tools > Clear browsing data > Clear browsing data

If you are receiving an error accessing EBSCOhost with Firefox on a MAC with a managed user account, please do the following:

  1. Go to your Firefox Network settings from the Firefox toolbar: Firefox → Options → Advanced → Network → Settings.
  2. Select Manual proxy configuration and enter the following values:

HTTP Proxy:
Port: 10010

  1. Select OK and retry accessing EBSCOhost.

Mac & PDF's

If using a Mac and trying to view a PDF you get a message saying "missing plug-in, the SchubertIt browser plugin  or Adobe Acrobat Plugin should fix the problem.
Safari troubleshooting page -

Does your browser have plugins, add-ons. or extensions installed?


If you've installed plug-ins, add-ons, or extensions in your browser, it's possible one of them might be interfering with the library's proxy server.  Try disabling them temporarily to see if that makes a difference. 

Browser Refresh

Ctrl F5 (or Ctrl + F5) reloads the current page ignoring the browser cache. It’s called Hard reload.

It means that the browser will not use the current cache but will be forced to download again all the files (js files, images, scripts, …). You will have the most fresh version of the page sent by the server.

On Apple / MAC, the shortcut is Command R (Command + R).

This behaviour will be the same on all web browsers.

Database Problem fixes

Having issues? First check for browser problems


The fastest way to confirm a browser issue is switch to an alternative browser.  Morilla FireFox and Google Chrome are recommended for optimal performance.

If  the alternative browser fixes the problem then you know the problem is a browser issue.

Browser issues can solved by disabling add-ons/extensions,  changing your internet browser settings, clearing your browser cache and cookies, or refreshing the page.


Some issues you encounter may be caused by the browser itself. For optimal performance and security we recommend that you keep your browser up to date by running the latest version.

To determine what version you’re running view the About page:

Refresh your Cache - Why & How

Why clearing or refreshing your cache?

Your browser has a folder in which certain items that have been downloaded are stored for future use. Graphic images (such as buttons and icons), photo's, and even entire web pages are examples of items which are saved or cached. When visiting a webpage your browser checks if a copy of the files on the page is in its cache already. If so, it will save the visitor some downloading and make webpages load faster. Some browsers refer to it's cach as Temporary Internet Files

Cache refresh

There are some situtations when bypassing your browser's cache is prefered. Just clicking the refresh button (or hitting F5) won't be sufficient in this case, because this reloads the webpage while still using the old files from the cache. You need to refresh your cache first! contains step by step guides to clear your browser's cache forcing it to download all latest data from a website!