Hillsearch FAQ

Below are the most common problems experienced by HillSearch users in accessing our site or our 3rd-party vendor sites.

You may check for solutions to a problem from the information below or call us at 877.700.4455 (HILL), 651.265.5500, or email at info@jjhill.org.

If you contact us, the following information will help us diagnose the problem:

Operating system? (Windows 95, Windows XP, Mac OS X, etc.)
Browser version? (Internet Explorer 5.5, Internet Explorer 6.0, Netscape 4.7, AOL, etc.)
Internet connection speed and type? (dialup 56.6K, Cable, DSL, LAN, etc.)
Office or home PC?
Do you have a firewall installed on your PC or network (if known)?
What is the nature of the problem? (what action(s) generate the problem, what database(s) are involved)
What is the error? (specific wording & format of any error messages)

Thank you!

Buying a membership

When trying to purchase a membership, I receive a duplicate transaction error. How can I complete this order?

HillSearch Login

When I try to login to HillSearch, I receive a message that my username is invalid or incorrect.

When I try to login to HillSearch, my computer freezes and I cannot see the entire log on page.

How do I change my password?

OneSearch Troubleshooting

When I click "Next Set" in OneSearch I get an error message.

Database Access

Dun & Bradstreet

When using Dun & Bradstreet, my searches retrieve 0 hits no matter how or what I search.

When I try to access Dun & Bradstreet, I receive a “failed to authenticate” error message.

When I try to access Dun & Bradstreet, I am prompted for a username & password.

I can access Dun & Bradstreet, but when I run a search or try to access my search results I am prompted for a username & password.

I can access Dun & Bradstreet, but when I run a search or try to access my search results my computer tries to download a file or program called “gate.exe”, rather than letting me access the search form or search results.

ABI/INFORM, Wall Street Journal, Star Tribune, Business NewsBank

When I try to access one of these databases, I receive a “not authorized to use” error message.

When I try to access one of these databases, I am prompted for a username or barcode & password.

Referring URL and Authentication

What is referring URL and how does it work?

Buying a membership

Q. When trying to purchase a membership, I receive a duplicate transaction error. How can I complete this order?

A. This often occurs when an initial order attempt failed due to incorrect, incomplete, or missing billing information. You should be able to "refresh" your browser and try again.

If you continue to have problems, or would prefer to order by phone, you can call us at 877.700.4455 (HILL).

HillSearch Login

Q. When I try to login to HillSearch, I receive a message that my username is invalid or incorrect.

A. Verify you have the correct username and password (call us at 877.700.4455 or 651.265.5500 to verify) and are typing in all lowercase and with no spaces. If problem persists, try the SSL (Secure Socket Layer) Login at https://www.hillsearch.org. Some network and firewall security settings require this method of entry.

Q. When I try to login to HillSearch, my computer freezes and I cannot see the entire log on page.

A. Your computer and browser may not meet minimum requirements. You need at least Netscape 4.0 or Internet Explorer 4.0 to use our Web site.

Q. How do I change my password?

A. To change your password, log in to HillSearch, then click on this link: http://www.hillsearch.org/members/password_change.cfm. The same link is also listed on the CustomSearch page.

OneSearch Troubleshooting

Q. When I click "Next Set" in OneSearch I get an error message. What should I do?

A. The issue is caused by a security setting for cookies in Internet Explorer. Follow these instructions to continue to use IE or download Firefox.

Go to Tools, then Internet Options. Click on the Privacy tab, then the Advanced button. On this window check "Override automatic cookie handling" and make sure to Select "Third Party Cookies" -- "Accept". Close all instances of IE and then you will be able to view “Next Set” as well as “View” the full record. NOTE: this will allow cross domain cookies to be read and is a small security risk.

Database Access

Dun & Bradstreet

Q. When using Dun & Bradstreet, my searches retrieve 0 hits no matter how or what I search.

A. You may have an older browser than what is supported by D&B. D&B recommends Internet Explorer 6.0 or higher or Apple's Safari Browser, though older versions have been shown to work in at least some instances.

Click here for information on Older or NonStandard Browser

Q. When I try to access Dun & Bradstreet, I receive a “failed to authenticate” error message.

A.
1. Certain firewall settings can prevent access to our third-party databases. Please check your local network & IT department (if applicable) or your local PC for a firewall program.

2. If, to the best of your knowledge, you do not have a firewall installed on your network or your computer, please check for cookie management software like Cookie Cop, or check cookie settings on your local browser.

3. Next, check which browser you’re using. Is it an older browser? Is it the AOL browser? Is it another non-standard browser? (e.g., not Netscape or Internet Explorer)

If you think one of the following applies to you, click on the link to read possible solutions.

Norton Personal Firewall 2002
Norton Personal Firewall 2003
Norton Personal Firewall 2004 & 2005
Norton Personal Firewall 2006
Norton firewall
Watchguard firewall
Cookie Cop
Browser Cookie Settings
Cookie Cutter
Browser Connection Properties
Older or NonStandard Browser

Q. When I try to access Dun & Bradstreet, I am prompted for a username & password.

A.
1. Certain firewall settings can prevent access to our third-party databases. Please check your local network & IT department (if applicable) or your local PC for a firewall program.

3. Next, check which browser you’re using. Is it an older browser? Is it the AOL browser? Is it another non-standard browser? (e.g., not Netscape or Internet Explorer)

If you think one of the following applies to you, click on the link to read possible solutions.

Q. I can access Dun & Bradstreet, but when I run a search or try to access my search results I am prompted for a username & password.

A.
1. Certain firewall settings can prevent access to our third-party databases. Please check your local network & IT department (if applicable) or your local PC for a firewall program.

3. Next, check which browser you’re using. Is it an older browser? Is it the AOL browser? Is it another non-standard browser? (e.g., not Netscape or Internet Explorer)

If you think one of the following applies to you, click on the link to read possible solutions.

Q. I can access Dun & Bradstreet, but when I run a search or try to access my search results my computer tries to download a file or program called “gate.exe”, rather than letting me access the search form or search results.

A. D&B runs a program called gate.exe on its site, which is used to operate the search, results list, and other major portions of the database. Download manager programs such as SmartDownload or RealDownload may automatically activate and attempt to download the file when they see the “gate.exe” program trying to run. You may have one of these programs without realizing it. If you have the RealOne media player installed, RealDownload may have installed along with it. If you have a Netscape browser, SmartDownload may have installed along with it.

If you think one of the following applies to you, click on the link to read possible solutions.

SmartDownload

RealDownload

ABI/INFORM, Wall Street Journal, Star Tribune, Business NewsBank

Q. When I try to access one of these databases, I receive a “not authorized to use” error message.

A.
1. Certain firewall settings can prevent access to our third-party databases. Please check your local network & IT department (if applicable) or your local PC for a firewall program.

3. If none of the above problems applies, have you ever used databases at other libraries at this computer? (For instance, a public library or academic library will often provide remote access to their databases for their cardholders.) If so, your own browser, or this remote database, may be trying to “remember” you as a patron of that other institution. You may need to “reset” your browser with ProQuest’s Cookie Cutter function, or check your Browser Connection properties.

4.Next, check which browser you’re using. Is it an older browser? Is it the AOL browser? Is it a non-standard browser? (not Netscape or Internet Explorer)

If you think one of the following applies to you, click on the link to read possible solutions.

Q. When I try to access one of these databases, I am prompted for a username or barcode & password.

A.
1. Certain firewall settings can prevent access to our third-party databases. Please check your local network & IT department (if applicable) or your local PC for a firewall program.

4. Next, check which browser you’re using. Is it an older browser? Is it the AOL browser? Is it a non-standard browser? (not Netscape or Internet Explorer)

If you think one of the following applies to you, click on the link to read possible solutions.

What is Referring URL

When you click a Web page, your browser notes the current page that you are on and sends that information to the server of the new Web page. This way, the server for the new Web page knows the last Web page that you viewed. Some of our database partners utilize this information, to seamlessly authenticate you so that you do not have to remember and enter login credentials at the point of entry.

For example, if you are on hillsearch.org and click the link to go to Dun & Bradstreet, your browser sends Dun & Bradstreet's Web server the information that you are currently viewing hillsearch.org. If you block referrer information, the server of the page you are requesting to see does not know what page you saw last. By default, some firewalls block this information.

FIREWALLS

Norton Personal Firewall 2002

Instructions taken from: Symantec

1. Open NIS
2. Click options
3. Click Internet Security (or personal firewall)
4. Click Advance Options
5. Click the Web Tab
6. Click Add Site (a new site/domain box appears)
7. Enter the name of the site (see below for our database sites)
8. Click the name of the new site
9. Click the Privacy Tab
10. Check the "use these rules for…" box.
11. Change the Referer from "Block" to "Allow".
12. Click Apply, and then click ok.
13. Click OK to close the Options window.

Hill on-line database addresses:

www.hillsearch.org
mddi.dnb.com
mddi2.dnb.com
proquest.umi.com
www.netlibrary.com
netlibrary.com
infoweb.newsbank.com
search.epnet.com
academic.marketresearch.com
infotrac.galegroup.com
find.galegroup.com
www.selectory.com

Norton Personal Firewall 2003

NPF 2003 is much easier to configure for HillSearch access than NPF 2002.

To enable HillSearch usage with Norton Personal Firewall 2003, do the following.

1. Open Norton Personal Firewall
2. Click on Status & Settings
3. Click on Privacy Control
4. Click on Configure
5. Select Custom Level
6. UNCHECK "Enable Browser Privacy"

Norton Personal Firewall 2004 & 2005 / Norton Internet Security 2004 & 2005.

Click here to download the .pdf setup instructions or use the text instructions below.

1. Open NIS or NPF.
2. Double-click Privacy Control, and then click Advanced.
3. Enter the name of the site that you want to receive the referrer information and click OK. In this example, it will be <www.symantec.com>. The site name appears in the left frame of the Options window.
4. Click the name of the new site.
5. Click the Global Settings tab.
6. In the "Information about visited sites" section, clear "Use default settings."
7. Click Permit.
8. Click OK to close the Options window.

Norton Personal Firewall 2006 / Norton Internet Security 2006.

Click here to download the .pdf setup instructions or use the text instructions below.

Zone Alarm Pro Firewall version 5.x

Click here to download the .pdf setup instructions

Network Firewall

Watchguard Firewall Settings

How to change Web Proxy settings to enable “client connection information.”

Go to HTTP Service settings and uncheck " Remove Client Connection Information."
Change the Watchguard info to the following:

Watchguard Firebox 700:

Two settings need to be opened up (UNCHECKED) in the configuration mode for the HTTP Proxy.

Go to Settings tab
UNCHECK Require Safe content type
UNCHECK Remove Client Connection Information

Watchguard Firebox 1000:

Two settings need to be opened up (UNCHECKED) in the configuration mode for the HTTP Proxy.

Go to Properties Tab, Click on SETTINGS
UNCHECK Remove Client Connection Information
Go to Settings Tab
UNCHECK Require Safe content type

COOKIE ISSUES

Cookie Cop

This software shuts off cookies unless you specifically allow cookies to be placed on your machine from our site and our third party vendors. Change Cookie Cop settings to accept cookies from our Web site and our subscription database vendors.

www.jjhill.org

www.hillsearch.org

http://www.dnbmdd.com

http://proquest.umi.com,

http://www.netlibrary.com

http://infoweb.newsbank.com

Browser Cookie Settings

Internet Explorer 5.5

1. From browser, go to Tools
2. Internet Options
3. Security tab
4. Custom Level
5. Change both cookie settings (“Allow Cookies Stored on Your Computer” and “Allow Per-Session Cookies”) to ENABLE rather than DISABLE or PROMPT.

Netscape 4.0

We don’t use cookies per se, but rather session variables. However, earlier versions of Netscape like 4.0 reads session variables as cookies.

1. Select 'Edit' from the menu bar
2. Select 'Preferences' from the pull down
3. From the list select 'Advanced'.
4. Change the selection to 'Always Accept Cookies'.
5. Change the selection to ‘Don’t notify when cookies are sent’
6. Restart the browser.

BROWSERS

Dun & Bradstreet recommends the following web browsers to access the Million Dollar Database:

Windows/IBM compatible computer users should use Microsoft Internet Explorer version 6.0 or higher.

· Download Internet Explorer at: http://www.microsoft.com/windows/ie/

Macintosh/Apple computer users should use Apple's Safari web browser.

· For Apple operating system OS X, download the latest version of Safari at: http://www.apple.com/support/safari/

Older or NonStandard Browsers:

Mozilla Firefox
· Download the latest version of Mozilla's Firefox web browser here: http://www.mozilla.com/firefox/

Netscape Navigator
· Dun & Bradstreet recommends using Netscape Navigator 6.1 or higher to access the Million Dollar Database.
Download the latest version of the Netscape browser here: http://browser.netscape.com/

AOL Browser
· The AOL Browser is not supported by many of our database vendors. We recommend using the regular Internet Explorer browser instead—at minimum, IE 5.0 or later.

Mac OS 8 & 9
· For Apple operating system 8.1-9.x, download IE 5.1.7 at:
http://downloads.wackomenace.co.uk/macie/mac_ie_517_os9.htm
or http://www.versiontracker.com/dyn/moreinfo/macos/2904

DOWNLOAD MANAGEMENT SOFTWARE

SmartDownload

SmartDownload comes installed with many Netscape browsers.

Start menu
Programs
Select smartdownload
Select disable

This should disable the smartdownload, and allow you to continue your search in D & B.

RealDownload

1. Close the browser.
2. Click on the Start Menu and select Programs.
3. Select Real under Programs.
4. Click on RealDownload.
5. When the program launches, click on the Tools menu.
6. Select Options.
7. In the Options dialog box, click on the Configuration tab.
8. There should be a checkbox in the middle of the box for the option "Enable Browser Integration." Uncheck that box.
9. Click OK.
10. Close RealDownload

PROQUEST-ONLY ISSUES

Cookie Cutter

If you may have used a ProQuest database before at another library or college, there may be some cookies or memory settings trying to “remember” you as a patron of that institution. Try these easy steps:

Exit HillSearch
Go to http://www.il.proquest.com/cookiecutter
Click “Click Here to Reset Your Browser”
Go back to HillSearch. Try to access ABI/INFORM, Star Tribune, or Wall Street Journal.

Browser Connection Properties

If you may have used a ProQuest database before at another library or college, but the “Cookie Cutter” instructions above didn’t work for you, there may be special settings in your Browser Connection Properties trying to connect you through that institution’s own network.

Below are instructions for different browsers and versions. If you do not know what browser or version you have, go to the Help Menu and choose “About….” (About Internet Explorer” or “About Netscape,” e.g.)

Internet Explorer 4.x

Internet Explorer 5.x or 6.x for Windows only.

Dial-Up

Cable, DSL, or LAN

Netscape 4.x

Internet Explorer 4.x

From the Menu Bar, select View.

. Select Internet Options.

. Select the Connection Tab.

. In the "Automatic Configuration" box, click on Configure.

. In the space provided, see if anything is typed there. If so, delete.

. Click Refresh.

. Click the OK pop-up button.

. In the Options window, click on OK.

Internet Explorer 5.x or 6.x

Dial-Up Modem Connection

. From the Menu Bar, select Tools.

. Select Internet Options...

. Select Connections.

. In the DialUp Settings box, highlight the name of your dial-up service.

. Select Settings...

. Look at the space provided directly under "Use Automatic Configuration Script.” If there is something typed there, delete it.

. UNCHECK the box next to "Use Automatic Configuration Script."

. Click OK twice.

Cable Modem or DSL Connection

. From the Menu Bar, select Tools.

. Select Internet Options...

. Select Connections.

. Select LAN Settings.

. Look at the space provided directly under "Use Automatic Configuration Script.” If there is something typed there, delete it.

. UNCHECK the box next to "Use Automatic Configuration Script."

. Click OK twice.

Netscape 4.x

. From the Menu Bar, select Edit, then Preferences.

. Click on the + sign or arrow next to "Advanced."

. Click on Proxies.

. Look in the box after "Configuration Location (URL):" and delete any address that might be in there.

. Unselect Automatic Proxy Configuration.

. Click the Reload button.

. Click OK.