- About CTLibrary.com
- Getting Started
- Account Maintenance
- Technical Questions/Troubleshooting
- Reprint Rights
- Legal Guidelines for Use

- I'm having difficulty logging in, what are some possible solutions?
- Do I have to log in every time I use the site?
- What are cookies and why does CTLibrary.com use them?
- More information about cookies
- I'm getting logged out if I'm idle for more than 30 minutes, is there any way I can fix that?
- When I try to return to a previous CTLibrary.com page, I get the message that the page has expired, why? What can I do?
- How can I increase the speed of CTLibrary.com?
- Who can I call if I need help?

If using your login information does not work to get you on the site, there are 3 main troubleshooting solutions.

1. Instead of using a bookmark or a favorite, try typing http://CTLibrary.com into the URL field. Then, log in as usual.

OR

2. Try logging out (if possible - this button is located near your login area at the upper right-hand corner of the screen) and then log back in.

3. You may need to delete some cookies related to CTLibrary.com. Cookies are memory text files that save your login information. Sometimes, these cookies can become corrupted and they can prevent you from accessing the database. This is the most common cause of difficulty accessing CTLibrary.com.

Here are instructions for deleting cookies:

1. Click on the Start Button (lower left-hand corner of desktop screen).
2. Go to Run and type in iexplore (this stands for Internet Explorer).
3. When your homepage comes up, click on Tools at the top of the screen.
4. Click on Internet Options.
5. Click on Settings.
6. Click on View Files (this should bring up your "Temporary Internet Files" folder).
7. In the folder that appears, single-click on one of the files under the Name tab. When one of the files is highlighted, or selected, hit CTRL + A on your keyboard at the same time to select all.
8. When all the files under the Name tab are highlighted, hit the delete button on your keyboard. (NOTE: if you do not want to delete all of your cookies, you can click on the "Name" tab [which arranges the cookies in alphabetical order], scroll to a CTLibrary.com cookie, and then highlight and delete just those cookies.)
9. Close out of the folder and close out of the Internet Options box.

After deleting all of your Temporary Internet Files, your computer welcomes you to each website as a new user until you have built up more temporary Internet files.

So, when you visit CTLibrary.com, you should be welcomed as a new user and be able to log in with no difficulties.

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No. Once you log in from your computer you shouldn't need to log in again, unless you log out, change computers, delete your CTLibrary.com cookie, or reinstall your web browser.

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Cookies are small text files that your Web browser stores on your hard drive. These text files contain your username, preferences, and membership information so the next time you visit CTLibrary.com you shouldn't have to log in. In other words, the cookie allows our server to "recognize" you when you return. Because our service restricts access to members only for most of our content, a cookie on your system also allows you to view one illustration after another without having to provide your username and password for every single article and illustration you view. If you are interested in viewing the cookies on your computer, Internet Explorer stores each cookie as a separate file in its cache directory, called "Temporary Internet Files." Netscape stores all cookies in a single "cookies.txt" file, which is usually found in the same directory where Netscape is installed, but you should search your hard drive to be certain.

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Cookies: What They Are, Why You Are In Charge
microsoft.com/info/cookies.mspx

The Unofficial Cookie FAQ
cookiecentral.com/faq/

How Internet Cookies Work
howstuffworks.com/cookie.htm

Do "Cookies" Pose any Security Risks?
w3.org/Security/Faq/wwwsf2.html#CLT-Q10

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By design, the typical "time-out" length for a website session is 20 to 30 minutes. What this means is that if there is no activity from a given user for that amount of time, the server ends the session. This is necessary in order to keep the server running properly, since each "open" session takes up memory on the server. Therefore, it ends the sessions that are no longer in use.

The way we prevent session time-outs from logging-out a user is by writing a cookie (see "What are cookies and why does CTLibrary.com use them?") to the user's browser. Depending upon your browser settings, cookies can be forced to expire when the session does, or they can be allowed to be "persistent cookies", which means that they remain on your computer either indefinitely, or until they are marked to expire. Our CTLibrary.com cookies are not marked to expire, so they should remain indefinitely.

However, this depends on your browser settings: in Internet Explorer, you will likely need to set your Privacy setting to "Medium High" or lower, as setting it to "High" will likely disable our persistent cookies, and will cause you to be logged out when your session ends.

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One solution is to check and make sure your computer's clock is set accurately. If it's inaccurate, the page sometimes times out. Also, if you're using Internet Explorer, go into "Tools-->Internet Options", and click on "Settings" under Temporary Internet Files. The "Automatically" button at the top should be checked.

Also, deleting cookies will sometimes solve this problem. For instructions on deleting cookies, please see the section titled "I'm having difficulty logging in, what are some possible solutions?"

Beyond that, there isn't much we can do to fix this. Our technical team would have to see each customer's computer in order to assess what causes this problem on some systems. Clearly (and unfortunately), we can't do that.

If you continue to have problems and cannot use our site, please let us know so that we can refund you.

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Here are some ideas:

• Invest in a 56K modem or high-speed Internet service, such as cable or DSL.
  
  
• Turn off images in your Web browser.
  
  For Internet Explorer:
  
  
  • On the menu bar, click "Tools."
  • Then click "Internet Options."
  • Then click the "Advanced" tab at the far right.
  • Scroll down to "Multimedia" section to uncheck the box beside "Show pictures."
  • Finally, click "OK" to close out the dialogue box.
  
  
  For Netscape Navigator:
  
  
  • On the menu bar, click "Edit."
  • Then click "Preferences."
  • Then click the "Advanced" item in the outline on the left.
  • Uncheck "Automatically Load Images," found on the right.
  • Finally, click "OK" to close out the dialogue box.
• Whenever possible, view articles in the printer format.
• You can also speed up your searching by narrowing your searches as much as possible. That way you have fewer results to read and scroll through.

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If you are experiencing difficulty, you can reach Customer Care by e-mail at CustomerCare@CTLibrary.com or by phone at (877) 247-4787 by phone. Please keep in mind that our Customer Care representative is only in the office from 8-4:30 CST, Monday through Friday, and that your request will be answered as soon as possible and in the order it was received.

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