FAQs: Technical Support (Worldwide)
These FAQs cover: Technical support information for Worldwide patrons.
Items in bold are popular questions.
Questions
- Does the library offer any citation software such as RefWorks, EndNote, or ProCite?
- Do I need a password or barcode number to search for books, videos, and other items in Voyager, the online catalog?
- How do I download the library's videos onto my iPod or Zune?
- How do I get an ERNIE username and password so I can log into the Databases?
- How do I locate my colleague number?
- I can't get the Web Databases and Periodical Indexes to work. What should I do?
- I use AOL or Compuserve to access the Internet, and I am having problems accessing some of the databases. What should I do?
- I'm trying to download citations from ProQuest to RefWorks, but RefWorks won't let me log in because it needs a Group Code. Do I really need a Group Code?
- I'm trying to use Write-N-Cite to include RefWorks citations in my paper, but it's asking for a Group Code or just not working. What should I do?
- RefWorks is asking for a Group Code. Can someone give me a Group Code?
- What sort of copyright rules do I need to follow regarding Electronic Reserves?
- When I try to access the AIAA Publications database, I am asked for a username and password. What should I do?
- When I try to open PDF files I've gotten through Web Document Delivery, Adobe Acrobat opens, but I only get blank pages.
Answers
- Does the library offer any citation software such as RefWorks, EndNote, or ProCite?
Yes, the library offers RefWorks to all students, faculty, and staff. RefWorks is designed to help researchers gather, manage, and store research information, as well as generate citations and bibliographies. You can find RefWorks on the library's database page which is available through ERNIE (ERNIE > Admin Services module > Library Databases). [Back to Top] - Do I need a password or barcode number to search for books, videos, and other items in Voyager, the online catalog?
No. Both Daytona Beach Campus and Worldwide students, faculty, and staff can search Voyager, the online catalog, without a password or barcode number. However, some of the online patron functions, such as renewing books and placing requests, are available only to the Daytona Beach Campus. Worldwide affiliates need to contact the library at library@erau.edu to renew books and place requests. [Back to Top] - How do I download the library's videos onto my iPod or Zune?
The easiest way to put all of the library's instructional videos on your iPod or Zune is to subscribe to the vodcast (video podcast) feed.Subscribe to the Vocast (iPod):
- Start iTunes and click on Advanced.
- Click on 'Subscribe to Podcast.'
- Type in (or copy and paste) the vodcast's URL (http://libraryonline.erau.edu/vodcasts/library.xml).
- Click on OK.
Subscribe to the Vodcast (Zune):
- Start the Zune software and from the Collections view, click on Podcasts.
- Click on 'Add a podcast.'
- Type in (or copy and paste) the vodcast's URL (http://libraryonline.erau.edu/vodcasts/library.xml).
- Click on Subscribe.
If you prefer, you can also download individual videos rather than subscribing to the vodcast.
Download a Video (iPod):
- Right-click on the link to the video in .mp4 format and download it to your hard drive.
- Start iTunes and navigate to the Movies section of your Library.
- Click on File > Add File to Library.
- Browse to the file on your hard drive.
- Click Open.
Download a Video (Zune):
- Right-click on the link to the video in .wmv format and download it to your hard drive.
- Start the Zune software and go to Settings.
- In the Videos section of the Collections settings screen, check to be sure that your video is in a folder that the Zune will import from. If it is not, you can add the folder that the video is in.
- How do I get an ERNIE username and password so I can log into the Databases?
The library does not issue ERNIE usernames and passwords, but you can obtain help on the ERNIE log in page. Once on the ERNIE log in page, click on Setup your account if you have not yet obtained an ERAU password.
If you've just forgotten your password, click on Reset your password. You will need to know your username in order to reset your password. [Back to Top] - How do I locate my colleague number?
If you have a grade report, your Colleague ID should be available there. Otherwise, to get your Colleague ID number please call Records & Registration at 386-226-6030 or for Worldwide students calling within the United States please call 800-522-6787 and ask for Records & Registration. [Back to Top] - I can't get the Web Databases and Periodical Indexes to work. What should I do?
Web browsers, operating systems, and system set up can all affect how the databases operate. For in-depth troubleshooting information, please consult the Finding Articles section of the Hunt Library FAQ. [Back to Top] - I use AOL or Compuserve to access the Internet, and I am having problems accessing some of the databases. What should I do?
Some of the databases are sensitive about what Internet browsers you can use. Most of the databases will open using Internet Explorer. If you are using a different browser, you may have access difficulties. If you are using AOL or Compuserve, we recommend following the instructions for America Online (AOL) and Compuserve Users.
If these suggestions do not remedy your problems, please contact us for additional assistance. Worldwide students may contact the Hunt Library via email (library@erau.edu) or by phone at 800-678-9428 (Monday - Friday, 8:00 am to 5:00 pm ET). Voice mail is available if you call after these hours. Daytona Beach students may call 386-226-6604, email Ask a Librarian (dbref@erau.edu), or stop by the Reference Desk when you are on campus. [Back to Top] - I'm trying to download citations from ProQuest to RefWorks, but RefWorks won't let me log in because it needs a Group Code. Do I really need a Group Code?
No, a Group Code is not necessary for accessing the Embry-Riddle Aeronautical University's subscription to Refworks. However, you must log in to RefWorks through the Database page (ERNIE > Admin Services module > Library Databases) before downloading into ProQuest. [Back to Top] - I'm trying to use Write-N-Cite to include RefWorks citations in my paper, but it's asking for a Group Code or just not working. What should I do?
First, make sure that you have downloaded and installed the Write-N-Cite application properly. Instructions and the download link are available at http://www.refworks.com/refworks/help/using_write-n-cite.htm. After the application is installed, you will need to add the following url to the Write-N-Cite configuration utility: http://ezproxy.libproxy.db.erau.edu/login?url=http://www.refworks.com/Refworks/?WNC=true Write-N-Cite may prompt you to authenticate using your ERNIE log in name and password. [Back to Top] - RefWorks is asking for a Group Code. Can someone give me a Group Code?
The Embry-Riddle Aeronautical University's RefWorks subscription does not require a Group Code. Please make sure that you are accessing RefWorks through the ERAU Libraries Database page (ERNIE > Admin Services module > Library Databases). [Back to Top] - What sort of copyright rules do I need to follow regarding Electronic Reserves?
More detailed information can be found on the Services for Faculty page.
For Daytona Beach - Services for Faculty
For Worldwide - Services for Faculty
Generally, electronic reserves may only be posted for one semester. After that, copyright permission must be obtained in advance for each item. The How to Obtain Copyright Permission for Your Reserves Using the Copyright Clearance Center brochure provides additional guidelines and instructions for obtaining permissions. [Back to Top] - When I try to access the AIAA Publications database, I am asked for a username and password. What should I do?
- If you have a personal firewall installed (for example, Norton Internet Security, Norton Personal Firewall, Zone Alarm Pro, McAfee Internet Security), please lower the security settings and again try to access the database. If this doesn't work, you may need to totally disable the firewall. After logging into the database, you might be able to re-enable the firewall at that point and still do your searching. If you do encounter trouble accessing the full text of documents, you will need to adjust your firewall back to the lower/disabled setting, but please remember to re-set your firewall after completing your session with the databases.
- Other computer software that might interfere with the database login process are web accelerators such as NetZero HiSpeed as well as ad-blockers and pop-up blockers. Having your computer set to NOT accept/allow or to block cookies can cause problems as some databases might require that you accept a cookie. Remember, you can always delete any cookies added to your computer after completing your session.
- When I try to open PDF files I've gotten through Web Document Delivery, Adobe Acrobat opens, but I only get blank pages.
The fact that you are getting only blank pages may be due to the way your web browser (Internet Explorer) is set up to open PDF files. Try the following steps to correct the problem:- Make sure you have Adobe Acrobat Reader 4.0 or higher. You can download and then install the free Acrobat Reader by going to www.adobe.com and following the instructions. For online assistance, consult the Acrobat Support Database at http://www.adobe.com/support/main.html.
- Open up the Adobe Acrobat Reader. The Reader may open when you click on the files.
- If it does not open, you can open it separately. From the top menu in the Acrobat Reader (not your web browser), click on "Edit," move down to "Preferences," then select "General."
- On the lower right-hand side, make sure that "Web browser integration," is NOT checked. Then click on "OK." Now try opening the files again.
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