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Technical Assistance

Library Card & Catalog	Access from Home or Work	Computers in the Library
eBooks and Audio eBooks	Library Site	Temporary Internet Files/Cache

Library Card & Catalog Questions

What is my library card number and how should I enter it?
Your library card number is below the barcode on the back of your Denver Public Library card. It always starts with the letter D, followed by the number 0 (zero), followed by eight additional numbers. In the example below, you would enter D010101010. Enter the number without spaces.

If your card number is still not accepted, contact Circulation or call your library to confirm the card number and spelling of your name.

Why do I get an error message when I try to connect to the library catalog?
The catalog is located at http://catalog.denverlibrary.org

Sometimes the catalog goes down. If we know about it in advance, we put a notice on our site, but that's not always possible. If you tried to connect while the system was down, the failed connection may remain in your cache or temporary Internet files. Clear your cache or temporary Internet files and try again.

Web Accelerators (used with some dial-up connections) can affect your ability to connect to some library resources. Turn off the accelerator and try again.

You may be using security settings or a firewall that is preventing you from connecting. Your Internet service provider, firewall vendor or network technician can help you adjust the settings.

Why can't I connect to My Library Card?
My Library Card is located at http://mycard.denverlibrary.org/

Sometimes access to My Library Card goes down. If we know about it in advance, we put a notice on our site, but that's not always possible. If you tried to connect while the system was down, the failed connection may remain in your cache or temporary Internet files. Clear your cache or temporary Internet files and try again.

If you entered your library card number incorrectly, the failed connection may remain in your cache or temporary Internet files. Clear your cache or temporary Internet files and try again. See What's my Library Card number and how should I enter it?

If you have not used your library card to check out materials recently, the card may have expired or you may be using an obsolete number. Call the Circulation Desk at 720-865-1332 to check on the status of your card.

Web Accelerators (used with some dial-up connections) can affect your ability to connect to some library resources. Turn off the accelerator and try again.

You may be using security settings or a firewall that is preventing you from connecting. Your Internet service provider, firewall vendor or network technician can help you adjust the settings.

Why can't I place a hold?
If your library card is not accepted, see Why can't I connect to My Library Card?

If you cannot place a hold because the locations page cannot be located, first try clearing your cache or temporary Internet files. Exit the catalog, re-open it, and try again. If the problem continues, notify webmaster@denverlibrary.org. There may be a problem with the server that can usually be restored overnight.

I have a very slow connection. Are there any shortcuts I can use?
A low-graphics version of the catalog is available at http://textcat.denverlibrary.org. This version does not contain images of bookjackets or links to supplemental content like reviews.

Be aware that downloading eBooks will take a long time with a slow connection, so plan accordingly. Audio eBooks should be downloaded 1 or 2 parts at a time. eFlicks are very large files and are not recommended for use with dial-up Internet connections.

I need to renew my items and I can't do it online right now. What are my alternatives?
Phone Circulation is an automated, 24-hour telephone service where you can monitor the status of your account and renew your charged materials. Call 720-865-1133. Or you may call the Central Library Circulation desk at 720-865-1325 or your branch library during regular operating hours.

How do I clear my cache or temporary Internet files?

For Microsoft Operating Systems:

If you are using Internet Explorer 6.0…

Launch Internet Explorer.

Go to Tools > Internet Options.
The 'Internet Options' dialog box is displayed.

Click the tab labeled 'General' to display the general Internet options screen.

Click the 'Delete Files' button.
The 'Delete Files' dialog box is displayed.

Check the 'Delete all offline content' box.

Click the 'OK' button to confirm the deletion of your temporary Internet files.

Click the 'OK' button again to close the 'Internet Options' dialog window.

Close Internet Explorer and open it again.

If you are using Internet Explorer 7.0...

Launch Internet Explorer.

Go to Tools > Internet Options.
The 'Internet Options' dialog box is displayed.

On the 'General' tab, click the 'Delete...' button under the heading 'Browsing history'.
The 'Delete Browsing History' dialog box is displayed.

Click the 'Delete files...' button.

Click the 'Yes' button to confirm the deletion of your temporary Internet files.

Click the 'Close' button to close the 'Delete Browsing History' dialog box.

Click the 'OK' button to close the 'Internet Options' dialog box.

Close Internet Explorer and open it again.

If you are using Netscape…

Launch Netscape.

Go to Edit > Preferences.
The 'Preferences' dialog box is displayed.

Under the 'Advanced' category, click on the 'Cache' section.

Click the 'Clear Disk Cache' button.

Click the 'OK' button to confirm the deletion of your temporary Internet files.

Close the 'Preferences' dialog box.

Close Netscame and open it again.

If you are using Firefox 1.x…

Launch Firefox.

Go to Tools > Options.
The 'Options' dialog box is displayed.

Click the 'Privacy' button.
The 'Privacy' dialog box is displayed.

Click the 'Clear' button next to option 'Cache'.

Click the 'OK' button again to close the 'Privacy' dialog box.

Close Firefox and open it again.

If you are using Firefox 2.x…

Launch Firefox.

Go to Tools > Options.
The 'Options' dialog box is displayed.

Select the 'Privacy' option.
The 'Privacy' options are displayed.

Under the 'Private Data' heading, click the 'Clear Now…' button.
The 'Clear Private Data' dialog box is displayed.

Check option 'Cache' and ensure that the other checkboxes are not checked.

Click 'Clear Private Data Now' to delete your temporary Internet files.

Click 'OK' to close the 'Options' dialog box.

Close Firefox and open it again.

For Macintosh Operating Systems:

If you are using Safari…

Launch Safari.

Go to Safari > Empty Cache. A dialog box is displayed.

Click the 'Empty' button to clear your cache.

Close Safari and open it again.

If you are using Netscape…

Launch Netscape.

Go to Edit > Preferences.
The 'Preferences' dialog box is displayed.

Under the 'Advanced' category, click on the 'Cache' section.

Click the 'Clear Disk Cache' button, then click the 'OK' button to confirm the deletion of your temporary Internet files.

Close the 'Preferences' dialog box.

Close Netscape and open it again.

Access from Home or Work

I can't get to my favorite database using Research Resources. What now?
Use this basic A-Z list of databases to link directly to one database.

Why do I get an error message when I try to access a library resource from home or work?
You must use the links on Denver Public Library's Research Resources pages to access resources licensed to the Denver Public Library. The authentication/validation process is built into those links. You can bookmark the most convenient Research Resources page, but a bookmark to the resource itself will not work.

Some resources are not available to remote users. Those marked with the symbol can only be used from inside the Library.

If you entered your library card number incorrectly, the failed connection may remain in your cache or temporary Internet files. Clear your cache or temporary Internet files and try again.

If you have not used your library card to check out materials recently, the card may have expired or you may be using an obsolete number. Call the Central Circulation Desk at 720-865-1325 during library hours to check on the status of your card.

Some resources require that the date and time settings on your computer are accurate.

In order to connect to some library resources, cookies must be allowed.

Some databases are not compatible with the AOL browser. After connecting to the Internet, minimize AOL and open Internet Explorer, Firefox or Netscape. See our list of recommended browsers.

You may be using security settings or a firewall that is preventing you from connecting. Your Internet service provider, firewall vendor or network technician can help you adjust the settings.

Port 2048 must be open to allow library card authentication for library resources. Some networks, including some workplaces, have not allowed access to Port 2048. If you cannot log into a library resource or if the connection times out before your library card number is accepted, ask your system administrator to open port 2048.

Are there times when the Library catalog or other databases are down for maintenance?

Some services and databases have regularly-scheduled maintenance windows:

Library catalog, My Library card, eMedia sign-in: Early morning on the 1st of the month. Services are generally restored by 9 a.m. You may need to clear your cache or temporary Internet files if you tried to connect during the down time.
Downloadable eMedia: The third Thursday of the month, 4 a.m. - 6 a.m.
ProQuest databases: Occasionally, ProQuest will schedule a 12-hour maintenance window over a weekend. The window is Saturday 8 p.m. to Sunday 8 a.m. Several times a year, ProQuest databases including Heritage Quest, Sanborn Maps, New York Times Current and Historical Newspapers and Wall Street Journal Current may be affected.

Some configurations may not be compatible with the requirements of certain online resources. The library cannot anticipate all variables. You may have to come to the library to use a particular resource.

Computers in the Library

What are the Library's Computer and Internet Policies?
See Computer and Internet Policies

How do I reserve a computer? Why do I have to reserve a computer?
See Equal Access at DPL.

Does the Library filter the Internet?
The Denver Public Library values free and equal access to information, even when that information may be controversial, unorthodox or unacceptable to others. With its implementation of filtering software, the Denver Public Library continues to uphold its commitments to carefully selected children’s materials and to customers' First Amendment rights while complying with the spirit of the new laws. See Internet Filtering FAQ.

Does the library offer Wireless or Wi-fi?
The Denver Public Library offers free Wi-Fi access for laptop users at all Denver Public Library locations. See Wireless Access at DPL.

eBooks and Audio eBooks

What's the difference between downloadable eBooks/Audio eBooks and NetLibrary?
The Library has two different eBook collections from two different vendors. eBooks, Audio eBooks and eFlicks from Overdrive are downloadable to your home PC and can be transferred to your PDA or personal digital player. NetLibrary eBooks can be read online from the library or from home. See a more detailed comparison.

Why can't I log into my eBook Account?

If your Library Card is blocked for any reason, you will not be granted access to your eBook account. Please check My Library Card to determine the status of your account or contact Circulation for assistance.
Your temporary library card number will not be accepted to check out eBooks. You must complete your registration at any Denver Public Library location in order to check out eBooks.
If you get an error message that "Requested library service ("OVERDRVE") is not currently available," use the Support link on the eBooks site or Contact Us to notify us of the problem.

What software do I need to download eBooks, Audio eBooks or eFlicks?
You will need free software to use eBooks, Audio eBooks or eFlicks. See the Quick Start Guide to get started.

Why can't I download my eBook, Audio ebook or eFlick?

Doublecheck that you have downloaded and registered the required software. See Quick Start Guide
If your temporary Interent files or cache is full, downloading could be affected. Clear your cache or Temporary Internet files.
Web Accelerators (used with some dial-up connections) or pop-up blockers can interfere with the download. Turn them off and try again.

Can Audio eBooks and eFlicks be downloaded to my Mac?
No. Audio eBooks and eFlicks from Overdrive require that you use the Overdrive Media Console, which is not yet available for Mac.

Can Audio eBooks and eFlicks be transferred to my iPod?
MP3 Audio eBooks can be transferred to your iPod if you use a Windows-based PC.
eFlicks cannot be transferred to your iPod or any device that cannot accommodate WMV files with DRM (Digital Rights Management.)

I'm still having trouble with eBooks, Audio eBooks or eFlicks.
See eMedia Help.

Help with denverlibrary.org site

I can't get to my favorite database using Research Resources. What now?
Use this basic A-Z list of databases to link directly to one database.

I've tried everything and still can't connect. What now?
Send e-mail to webmaster@denverlibrary.org or use the Contact Us button at the bottom of any page on denverlibrary.org. Tell us what database you are trying to access, your name and library card number, what operating system and browser you are using, and what the error message says.