Database Error Message FAQ

1. "Borrower ID or PIN Invalid"

The Borrower ID is the number on the back of your Valencia picture ID. Make sure you typed the borrower ID correctly; no spaces, all digits. The PIN is the last 4 digits of your VID#.
If you still receive the "Invalid" message, call: 407 582-1432 or 407 582-1574 and ask to have your borrower ID and PIN validated. You may also place a validation request online at http://valenciacc.edu/library/west/validateID.asp.

2. "Borrower ID Expired"

This message appears if your Borrower ID has reached the end-of-semester expiration date and has not been automatically renewed. Visit the library Service Desk (Building 6, 1st floor) with your Valencia ID card and proof of your current enrollment to have it renewed.

For all other error messages and access problems, please take the following steps:

CLOSE all browser windows and start over in a new browser window.

If possible, try a different browser program. For example, if you are using Internet Explorer, try Mozilla Firefox.

Enable pop-ups on your browser (Disable your pop-up blocker). For Internet Explorer: Select "Tools" on your browser's toolbar. Select "Internet Options." Select the "Privacy" tab. Uncheck the box that says "Block pop-ups."
Clear your browser's cache of all cookies. For Internet Explorer: Select "Tools" on your browser's toolbar. Select "Internet Options." Click on "Delete Cookies."
Please browse the following list of frequently encountered errors. If none of the following address the problem you are having, please call 407-582-1432 and report the problem to a librarian.

3. "Authentication failed due to insufficient credentials"

This message is most frequently seen when trying to access EBSCO databases (Academic Search Complete, Health Source: Nursing/Academic, Business Source Complete, etc.)

This message is caused by software running on your computer that's interfering with the authentication process. It can be caused by cookie-blockers, firewalls or pop-up blockers. An example would be Norton's Internet Security software. You should temporarily disable this software and try to connect to the database again.

If this does not work, try the following alternate route to the database.

Go to: http://www.linccweb.org
Click on "Search a Specific Database."
Select Valencia Community College from the pull down menu, type your Borrower ID and PIN.
Click on "Alphabetical."
Select a database from the alphabetical list.
Select "Connect to Database."

4. User is asked for a User ID and Password for Wilson Web Databases

Try the following alternate route to the databases.

Go to: http://www.linccweb.org
Click on "Search a Specific Database."
Select Valencia Community College from the pull down menu, type your Borrower ID and PIN.
Click on "Alphabetical."
Select a database from the alphabetical list.
Select "Connect to Database."

5. After entering your Borrower ID and PIN and selecting "Connect to Database" you are prompted again for your Borrower ID and PIN.

Make sure you are NOT attempting to access the databases through Atlas. If you are logged into Atlas, open a separate browser tab or window and go directly to http://www.valenciacc.edu/library/west/fulltext.asp.

If this is not the problem, try the following alternate route to the databases.

Go to: http://www.linccweb.org
Click on "Search a Specific Database."
Select Valencia Community College from the pull down menu, type your Borrower ID and PIN.
Click on "Alphabetical."
Select a database from the alphabetical list.
Select "Connect to Database."

If this does not work, try a different browser program if possible.

6. User is asked for a User ID and Password for FACTS.com or Issues and Controversies databases.

This screen is reverting to an old access route to the databases. Try the following:
User ID: valencia
Password: westlrc
Click on "Login"
NOTE: This will only provide access to Issues and Controversies database, not FACTS.com or Today's Science.

If that does not work, try the following alternate route to the databases.

Go to: http://www.linccweb.org
Click on "Search a Specific Database."
Select Valencia Community College from the pull down menu, type your Borrower ID and PIN.
Click on "Alphabetical."
Select a database from the alphabetical list.
Select "Connect to Database."

7. User receives the following error message when attempting to access Grove Art Online: "509: There is a technical problem with the Grove Art server"

Try the following alternate route to the databases.

Go to: http://www.linccweb.org
Click on "Search a Specific Database."
Select Valencia Community College from the pull down menu, type your Borrower ID and PIN.
Click on "Alphabetical."
Select a database from the alphabetical list.
Select "Connect to Database."

8. User receives the following error message when attempting to access Encyclopedia Britannica: "We're sorry. We were unable to authenticate your access to Britannica Online."

Click on the "X" button on the right hand corner of the window. This will close it.
Click on the "Back" button. This will take you to the Full Text databases page.
Select Encyclopedia Britannica from the alphabetical list.
Select "Connect to Database."

9. After logging in, user is taken to a screen that says "Click on +/- to Open or Close Categories or on a database name to go directly to that database" but there are no categories or specific databases to select.

Log off the browser and begin again.

10. After selecting "Connect to Database" the screen appears to stall and the requested database does not display.

Look at the Task Bar at the bottom of the computer screen. One of the Task Bars will be a link to the requested database.

11. User is asked for a User Name and Password for an EBSCO database.

User Name: valencia
Password: westlrc

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