Invalid Student Number:

Please make sure you entered all digits of your student number correctly. If your student number begins or ends with a zero try omitting the zero when entering your student number. If your student number contains letters, please enter it exactly as shown on your student id/Banner print-out.

Pin Number:

Students: your pin number will be your birth date yymmdd format

Staff/Alumni/Community Members/High School Students: use your library number for both your login number and pin number

Access Denied:

There are numerous reasons for this message. Unfortunately everyone's system is unique. If you receive this message please consider the following:

Bookmarks - Should you wish to bookmark a database/add to favourites, please bookmark the library website and not from inside a database.  As an added security measure, ALL of our databases must be accessed from our website www.loyalistlibrary.com. Bookmarks created when directly inside the database will result in the following error: "The Remote Access site was either accessed directly or via bookmark." 

Upgrading your browser - This is not usually necessary however, it may increase your speed and improve performance of enhanced database features.

Lowering security - Some browsers, upon installation, set security very high. Unfortunately this could interfere with student number authentication. Consider lowering security. Please consult your browser's help screens for assistance.

Enabling cookies - In order to verify your student number, your browser must be configured to accept cookies. Consult your' browser's help screens for assistance or try the following:

How to allow for cookies in Internet Explorer 6+

1. Go to Tools Menu and click on Internet Options.

2. Select the Security tab, then highlight the Trusted Sites icon.

3. Click on the Sites button.

4. Uncheck the Requires Server Verification (https)... option.

5. Type http://www.bibliocentre.ca in the Add this site...to the zone field.

6. Click on Add button to add the URL to the list of trusted sites.

7. Click Apply and OK buttons to get out of the options.

8. Close and restart the browser for the new settings to take effect.

Temporarily disabling anti-virus software - Anti-virus software can sometimes interfere with the way our database server interacts with your computer. Consider disabling this software while accessing our databases. This can usually be done by right-clicking on the appropriate icon on your toolbar located in the bottom right-hand corner of your screen. Consult your anti-virus manual or help screens for assistance. It is recommended that you consult your anti-virus software and adjust the settings accordingly for future sessions for your own protection.

Temporarily disabling firewalls - This problem is more common for (but not limited to) users with high speed (Sympatico, cable) who have installed firewalls for security reasons. Unfortunately the firewall will not allow our server to communicate with your computer. Consider disabling or reconfiguring your firewall to allow session cookies  from our site while accessing our databases. This can usually be done by right-clicking on the appropriate icon on your toolbar located in the bottom right-hand corner of your screen. (Windows users) Consult your firewall manual or help screens for assistance. **Windows users should also check the Firewall settings within Windows to ensure installation default settings are not interfering with your access to our databases.**

The Remote Access application timed out due to 20 minutes of inactivity:

As a security measure, our system will automatically close any inactive sessions after 20 minutes of inactivity.  Simply login again to resume searching.

If you have tried all of these suggestions and are still experiencing difficulty, please contact the library indicating your student number, what operating system and version (Windows, MacIntosh), which browser (Internet Explorer, Mozilla Firefox, Safari) and version you are using. Please provide as many details as possible.  See also F.A.Q.