TPL Home > Help > Troubleshooting Guide

Troubleshooting Technical Problems

If you are having trouble using the Toronto Public Library's web catalogue, try the following:

1. Check the time of day

The library catalogue is not available from approximately 6:00 a.m. - 6:30 a.m. Eastern time daily. This time is scheduled for catalogue maintenance.

Occasionally there are problems with the catalogue and it is unavailable at other times. Library staff work to fix problems as quickly as possible. Maintaining access to the catalogue is a top priority.

2. Check your browser

We recommend using Internet Explorer (version 4 or higher) or Firefox.

The following browsers may have problems when accessing the catalogue:

• Opera
• Safari
• Camino
• AOL

If you are using Internet Explorer on a PC:

• You will need at least version 4.0
• To check which version you have, launch the Internet Explorer program, click Help, click on About Internet Explorer.
• If you have software that blocks pop-up windows, you will need to disable the software to access the web catalogue
  

If you are using the Safari browser on a Mac:

• You may experience problems signing in to the catalogue, Article Search, or specific databases, including an error message stating that "Too many redirects occurred."
• We are currently investigating this issue. To work around the problem, please try using a different browser.

3. Check your bookmarks/favourites.

Make sure you are using the correct URLs to access the new catalogue.

4. Do you receive the error message #UG must be all digits when you try to sign in to your account?

This means there is a technical problem with your account. Please contact us with your name and library card number, and we will fix the problem.

5. Are you using the Windows Vista operating system?

Some customers have reported problems accessing Toronto Public Library websites on computers running Microsoft's Windows Vista operating system.

Information on Microsoft's website may be of assistance to some users.

You will need to set your browser to always check for newer versions of stored pages, as follows:

If you are using Internet Explorer on a PC:

• Click on Tools, then Internet Options
• Click on the tab that says General, then look for Temporary Internet files
• Click on the Settings button, then select "Every visit to the page"
• Click OK

If you are using Firefox 2.0 on a PC:

• Type about:config in the browser's address bar.
• Click on browser.cache.check doc frequency.
• Set the number to 1 (check every time a page is viewed).
  

If you are using the Google Web Accelerator or another type of accelerator software (e.g., MyProxy, SySpeed, Got It!, MicroSurfer, WebRifle):

Internet accelerator software (used to increase browsing speed) can cause problems when viewing Toronto Public Library web sites.

If you are using the Google Web Accelerator, follow Google's instructions on how to disable it for particular web sites and turn off acceleration for .tpl.toronto.on.ca and .torontopubliclibrary.ca.

You will need to set you browser's AutoComplete or Password Manager to remember your library card and PIN numbers. PLEASE NOTE: By turning these settings on, anyone who has access to your browser may be able to view or modify your library account.

If you are using Internet Explorer on a PC:

• Please refer to Microsoft's AutoComplete Instructions. (These instructions are for IE6, but are the same for IE 7.)

If you are using Mozilla Firefox on a PC:

• Please refer to Mozilla's Password Manager instructions

If you are using Safari on a Mac:

• Please refer to Apple's documentation on enabling autofill for passwords (These instructions are for Safari 3, but are the same for Safari 4)

Toronto Public Library Z39.50 Server Settings:
Host name: symphony.torontopubliclibrary.ca
Port: 2200
Database Name: unicorn
Search Map Name: unicorn_bth
Unicode Server: yes

Updated on: September 17, 2009

	| Contact Us | Online Privacy and Access to Information |