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Frequently Asked Questions

Question

Why do I get a “User Not Logged In” or “We Don’t Recognize You” error when searching?

Answer

The “User Not Logged In” or “We’re sorry, but we don’t recognize you as a current client of SerialsSolutions” message is presented when there is a mismatch in the authentication information passed between GALILEO and SerialsSolutions in order to execute the search. We believe the problem is caused by GALILEO recognizing you as being logged in as one institution, and SerialsSolutions recognizing you as another.

If you get this error message, you can successfully run searches after clearing your browser’s cache and cookies and restarting. Here are directions for clearing your cache and cookies in different browsers:

Browser Configuration Instruction
Microsoft Internet Explorer 7.0 or above instructions
Firefox 2.0 or above instructions
Apple Safari 2.0 or above (Mac OS X) instructions

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Browser Configuration Instructions

Internet Explorer 8.0

To enable first- and third-party cookies:

  1. From the “Tools” menu, select “Internet Options.”
  2. In the Internet Options dialog box, choose the “Privacy” tab.
  3. From the Privacy tab, drag the slider for the Privacy Settings to “Low.”
  4. Click “OK”
  5. Restart Internet Explorer.

To delete cookies:

  1. From the “Tools” menu, select “Internet Options.”
  2. In the Internet Options dialog box, choose the “General” tab.
  3. In the “Browsing History” section, click “Delete.”
  4. Check the box beside “Cookies.”
  5. Click “Delete.”
  6. Select “OK.”
  7. Restart Internet Explorer.
  8. If you do not want Internet Explorer to delete cookies each time you close the browser, follow these steps again and uncheck the box beside“Cookies.”

To configure security settings:

  1. From the “Tools” menu, select “Internet Options.”
  2. In the Internet Options dialog box, choose the “Security” tab.
  3. Click “Default Level“ and then drag the slider to “Medium.”
  4. Click “OK.”
  5. Restart Internet Explorer.

To configure cache settings:

  1. From the “Tools” menu, select “Internet Options.”
  2. In the Internet Options dialog box, choose the “General” tab.
  3. Within the “Browsing History” area of the window, Click on “Settings.”
  4. Click “Automatically.”
  5. Click “OK.”
  6. Click “OK.”
  7. Restart Internet Explorer.

To delete browser cache:

  1. From the “Tools” menu, select “Internet Options.”
  2. In the Internet Options dialog box, choose the “General” tab.
  3. In the “Browsing History” section, click “Delete.”
  4. Check the box beside “Temporary Internet files.”
  5. Click “Delete.”
  6. Select “OK.”
  7. Restart Internet Explorer.
  8. If you do not want Internet Explorer to delete the browser cache each time you close the browser, follow these steps again and uncheck the box beside“Temporary Internet files.”

To disable pop-up blocker:

  1. Select “Tools” > “Pop-up Blocker” > “Turn off Pop-up Blocker.”
  2. To re-enable the pop-up blocker after completing a GALILEO session, select Tools > Pop-up Blocker > Turn On Pop-up Blocker.

These instructions are applicable only to the pop-up blocker in IE 8. IE users with other types of pop-up blockers, such as those provided by Internet service providers or in the Google and Yahoo toolbars, should consult the instructions provided with their specific pop-up blockers.

Internet Explorer 7.0

To enable first- and third-party cookies:

  1. From the “Tools” menu, select “Internet Options.”
  2. In the Internet Options dialog box, choose the “Privacy” tab.
  3. From the Privacy tab, drag the slider for the Privacy Settings to “Low.”
  4. Click “OK”
  5. Restart Internet Explorer.

To delete cookies:

  1. From the “Tools” menu, select “Internet Options.”
  2. In the Internet Options dialog box, choose the “General” tab.
  3. In the “Browsing History” section, click “Delete.”
  4. In the “Cookies” section, click “Delete cookies.”
  5. Select “Yes.”
  6. Select “Close.”
  7. Select “OK.”
  8. Restart Internet Explorer.

To configure security settings:

  1. From the “Tools” menu, select “Internet Options.”
  2. In the Internet Options dialog box, choose the “Security” tab.
  3. Click “Default Level“ and then drag the slider to “Medium.”
  4. Click “OK.”
  5. Restart Internet Explorer.

To configure cache settings:

  1. From the “Tools” menu, select “Internet Options.”
  2. In the Internet Options dialog box, choose the “General” tab.
  3. Within the “Browsing History” area of the window, Click on “Settings.”
  4. Click “Automatically.”
  5. Click “OK.”
  6. Click “OK.”
  7. Restart Internet Explorer.

To delete browser cache:

  1. From the “Tools” menu, select “Internet Options.”
  2. In the Internet Options dialog box, choose the “General” tab.
  3. In the “Browsing History” section, click “Delete.”
  4. In the “Temporary Internet Files“ section, click “Delete files.”
  5. Select “Yes.”
  6. Select “Close.”
  7. Select “OK.”
  8. Restart Internet Explorer.

To disable pop-up blocker:

  1. Select “Tools” > “Pop-up Blocker” > “Turn off Pop-up Blocker.”
  2. To re-enable the pop-up blocker after completing a GALILEO session, select Tools > Pop-up Blocker > Turn On Pop-up Blocker.

These pop-up blocker instructions are applicable only to IE 6 and 7 users who have downloaded Windows XP Service Pack 2. IE users with other types of pop-up blockers, such as those provided by Internet service providers or in the Google and Yahoo toolbars, should consult the instructions provided with their specific pop-up blockers.

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Firefox 3.0 and above

To enable first- and third-party cookies:

  1. From the toolbar, select Tools > Options.
  2. In the Options dialog box, choose the “Privacy” tab.
  3. Select the box corresponding to “Accept cookies from sites.”
  4. Click “OK.”
  5. Restart Firefox.

To delete cookies:

  1. From the toolbar, select Tools > Options.
  2. In the Options dialog box, choose the “Privacy” tab.
  3. Click the “Show Cookies” button.
  4. Click the “Remove All Cookies” button.
  5. Click the “Close” button.
  6. Click “OK.”
  7. Restart Firefox.

To configure security settings:

  • There is no need to adjust any security settings, in Firefox 3.

To configure cache settings:

  • There is no need to adjust any cache settings within Firefox 3.

To delete browser cache:

  1. From the toolbar, select Tools > Options.
  2. In the Options dialog box, choose the “Privacy” tab.
  3. Check the box beside “Clear history when Firefox closes.”
  4. Click the “Settings” button.
  5. Check the box beside “Cache.”
  6. Click “OK.”
  7. Click “OK” again.
  8. Restart Firefox.

To disable pop-up blocker:

  1. From the toolbar, select Tools > Options.
  2. In the Options dialog box, choose the “Content” tab.
  3. Uncheck the box next to “Block pop-up windows.”
  4. Click “OK.”
  5. Restart Firefox.

Firefox 2.0 and above

To enable first- and third-party cookies:

  1. From the toolbar, select Tools > Options.
  2. In the Options dialog box, choose the “Privacy” tab.
  3. Select the box corresponding to “Accept cookies from sites.”
  4. Click “OK.”
  5. Restart Firefox.

To delete cookies:

  1. From the toolbar, select Tools > Options.
  2. In the Options dialog box, choose the “Privacy” tab.
  3. In the bottom right, click the “Clear Now” button.
  4. Select “Cookies” from this list.
  5. Click the “Clear Private Data Now” button.
  6. Click “OK.”
  7. Restart Firefox.

To configure security settings:

  • There is no need to adjust any security settings, other than cookies, in Firefox 2.0 or above.

To configure cache settings:

  • There is no need to adjust any cache settings within Firefox 2.0 or above.

To delete browser cache:

  1. From the toolbar, select Tools > Options.
  2. In the Options dialog box, choose the “Privacy” tab.
  3. In the bottom right, click the “Clear Now” button.
  4. Select “Cache” from this list.
  5. Click the “Clear Private Data Now” button.
  6. Click “OK.”
  7. Restart Firefox.

To disable pop-up blocker:

  1. From the toolbar, select Tools > Options.
  2. In the Options dialog box, choose the “Content” tab.
  3. Uncheck the box next to “Block Popup Windows.”
  4. Click “OK.”
  5. Restart Firefox.

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Apple Safari 2.0 or above (Mac OS X)

To enable first- and third-party cookies:

  1. From the toolbar, select Safari > Preferences
  2. Select the Security Tab.
  3. Click on “Always” to accept and remember all cookies.
  4. Restart Apple Safari.

To delete cookies:

  1. From the toolbar, select Safari > Preferences
  2. Select the Security Tab.
  3. Click “Show Cookies” button.
    1. To delete individual cookies, select individual cookie entries within the listing of cookies then click on the “Remove” button.
    2. To delete all cookies, select the “Remove All” button.
  4. Select “Done.”
  5. Restart Apple Safari.

To configure security settings:

  • There is no need to adjust any security settings, other than cookies, in Safari 1.0 or above.

To configure cache settings:

  • There is no need to adjust any cache settings within Safari 1.0 or above.

To delete cache:

  1. From the toolbar, select Safari > Empty Cache
    1. You will be asked if you, “Are sure you want to empty the cache?”
    2. Click “Empty.”
    3. Restart Apple Safari.

To disable pop-up blocker:

  1. From the toolbar, select Safari > Block Pop-up windows
    1. A check mark by the Block Pop-up windows label indicates that pop-up blocking is enabled. Click on the label to turn off pop-up blocking.
    2. Restart Apple Safari.

If you continue to encounter the error message, please submit an error report to GALILEO Support Services via our Contact Us form.

Additional
Information

Other questions in this category: GALILEO Search, Technical & Access Problems

Keywords: federated searching, 360 Search, Serials Solutions, SerialsSolutions, GALILEO Search

Last Updated: Fri, October 21, 2011 - 6:59:55