Troubleshooting tips:

• Be sure to use a Carlsbad City Library card. Type in all digits with no spaces.
• Cookies must be enabled in the browser. In Internet Explorer 6, go to Tools => Internet Options => click on the Privacy tab => click Advanced. Click "override automatic cookie handling" and choose to accept 1st and 3rd party cookies, as well as session cookies.
• If a prompt comes up for a username and password instead of a Library card number, there may be a firewall on the user's end. Some Library databases, particularly HeritageQuest, have trouble with firewalls. There are two options:
• Disable the firewall, and then try accessing the database. Once access has been granted, the firewall can be re-enabled.
        - OR -
• Program the firewall to accommodate the database. See specific tabs for Norton Internet Security.

• Finally, it is possible the database being accessed is down temporarily. Sometimes the best thing to do is try again later.

If the problem being experienced is not covered here, please email or phone the Library at the numbers listed above.

Here's how to do it in Norton Internet Security 2006:

1. Open Norton Internet Security or Norton Personal Firewall.
2. Click on Privacy Control.
3. Click on Configure.
4. Click on Advanced.
5. Click on Add Site.
6. Remove the www. from the box and type in the domain name of the allowed site (e.g. heritagequestonline.com, referenceusa.com, etc.)
7. Click OK.
8. Click on the domain name (e.g. heritagequestonline.com) in the window on the left side of the window.
9. Click OK.
10. Click on Global Settings. Make sure that everything under the Global Settings says Permit.

Here's how to do it in Norton Internet Security 2005:

1. Open Norton Internet Security or Norton Personal Firewall.
2. Click on Privacy Control.
3. Click on Configure.
4. Click on Advanced.
5. Click on Add Site.
6. Enter the domain name of the allowed site (e.g. heritagequestonline.com, referenceusa.com, etc.).
7. Click on OK.
8. Click on the domain name (e.g. heritagequestonline.com) in the window on the left side of the window.
9. On the right, uncheck all the boxes under the Global settings tab.
10. Choose permit for all the radio buttons.
11. Under the User Settings tab, uncheck all the boxes.
12. Choose permit for all the radio buttons.
13. Click ok to close the window.

Here's how to do it in Norton Internet Security 2004:

1. Open Norton Internet Security or Norton Personal Firewall.
2. Double-click Privacy control, and then click Advanced.
3. Click Add Site. A new site/domain name box appears.
4. Enter the domain name of the allowed site (e.g. heritagequestonline.com, referenceusa.com, etc.).
5. Click OK.
6. The site name appears in the window on the left side of the window.
7. Click on the domain name of the new site.
8. Click on the Global Settings tab.
9. Uncheck "Use Default Settings" for "Information about visited sites."
10. Click Permit.
11. Click OK to close the window.