Collier County Library Patrons - Please Note:
This help file is part of Reference USA's overall help file. You can view the entire file by: Clicking Here

In addition, Reference USA is attempting to work with Norton Anti-Virus which sometimes blocks access to the Reference USA site. If you are still having problems, take a look at This Help File

Why can't I log in to ReferenceUSA?

ReferenceUSA is a premier subscription database available to libraries, educational institutions, government agencies, etc. ReferenceUSA customers have the option of purchasing the remote access function for offsite users. (Remote access is any access from home or another location offsite where ReferenceUSA is presented as a link on the subscribing organization's Web site.) If you are experiencing technical difficulties accessing ReferenceUSA, please review the questions below to help us determine the cause of the problem.

1. Does the organization from which you are accessing ReferenceUSA have a valid subscription to the product?
   1. If you answered 'NO', this is why you are unable to access ReferenceUSA.
   2. If you answered 'YES', please proceed to question #2.
2. Are you attempting to access ReferenceUSA from within (i.e. inside the building and/or network) the organization subscribing to ReferenceUSA?
   1. If you answered 'NO', please proceed to question #3.
   2. If you answered 'YES', is a technical problem at the organization causing this issue? (The technical administrator at your organization should be able to verify this.)
      1. If you answered 'NO', please proceed to question #3.
3. Are you accessing ReferenceUSA remotely? (Remote access is any access from home or another location offsite where ReferenceUSA is presented as a link on the subscribing organization's Web site.)
   1. If you answered 'NO', please proceed to question #5.
   2. If you answered 'YES', are you using the minimum system requirements and appropriate settings for ReferenceUSA? (Please refer to "What are the minimum system requirements for accessing ReferenceUSA?" above for clarification on system requirements.)
      1. If you answered 'NO', you will need to upgrade to meet the minimum system requirements for access to ReferenceUSA.
      2. If you answered 'YES', is there a technical problem with your computer, modem, ISP (Internet Service Provider - i.e. [AOL] America Online, CompuServe [CS], NetZero, MSN, etc.) or Internet connection?
         1. If you answered 'NO', please proceed to question #3c.
         2. If you answered 'YES', you will need to take the appropriate measures to correct the hardware/software problem(s) on your local computer system, or contact your ISP (Internet Service Provider) for issues related to such.
   3. Do you have valid credentials (i.e. valid barcode, username and password, etc.) to access this product remotely through the subscribing organization?
      1. If you answered 'NO', you must contact the organization offering remote access to ReferenceUSA and obtain the appropriate information required to use this function.
      2. If you answered 'YES', please proceed to question #3d.
   4. Is there a technical problem with the subscribing organization offering remote access to ReferenceUSA?
      1. If you answered 'NO', please proceed to question #4.
      2. If you answered 'YES' or 'UNSURE', please contact the technical administrator at the organization offering remote access.
4. If ReferenceUSA is offline or unreachable due to either planned maintenance or an unforeseen breakdown, an e-mail message will be generated to a technical representative at each organization subscribing to ReferenceUSA. Please contact us directly at (800) 808-1113 if you have encountered an error that cannot be resolved with the aid of this help text.
5. It is very likely that you or your organization do not have a current subscription to ReferenceUSA. If you feel that this is in error, please contact the person responsible for your organization's online subscription resources.

Proprietary Internet browser disclaimer (i.e. America On Line [AOL], CompuServe [CS], etc.)

1. *If the only Internet browser installed on your pc is the proprietary browser that accompanied your Internet service (i.e. CompuServe [CS], America On Line [AOL], etc), you will need to download an unmodified browser directly from the manufacturer (*these browsers are offered free of charge).
   1. *Example: Microsoft Internet Explorer. The Microsoft Internet Explorer download page is:
      http://www.microsoft.com/windows/ie/default.asp
2. Once the browser is downloaded and installed, it is recommended that you retain the default manufacturers configuration settings, which will be enabled upon installation.
3. Log onto the Internet using your ISP (Internet Service Provider).
4. Once you have logged onto the Internet, open another new browser window (*with the recently installed Microsoft Internet Explorer if applicable).
5. To accomplish this, Click on the Start menu.
6. Scroll up to and select Programs.
7. Scroll over and select (*by left mouse clicking on) the Internet Explorer icon.
8. A new Internet browser session/window will now be established in the Microsoft Internet Explorer browser window.
9. Direct your browser to the appropriate address/web page of the subscribing organization and select the link to ReferenceUSA.
10. You should now be able to access ReferenceUSA successfully.

Cable modem users deploying firewalls and/or Internet security software disclaimer

Collier County Library Patrons - Please Note:
This help file is part of Reference USA's overall help file. You can view the entire file by: Clicking Here