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Troubleshooting Tips

Having problems using the electronic resources offered by NYU Libraries? There are many reasons why you may encounter difficulties, and you may be able to solve some of the more common problems by using the steps below.

Troubleshooting Steps

  1. Are you using BobCat, the online catalog for NYU?

    1. Yes -- go to Step 6
    2. No -- go to Step 2

  2. Are you using The Arch, the gateway to electronic resources at NYU?

    1. Yes -- go to Step 7
    2. No -- go to Step 3

  3. Are you trying to access a page on the NYU Libraries website?

    1. Yes -- go to Step 8
    2. No -- go to Step 4

  4. Are you trying to access a site on the Internet, but one that doesn't have "http://library.nyu.edu" in front of it?

    1. Yes -- go to Step 9
    2. No -- go to Step 5

  5. What error message did you receive?

    1. I'm being asked for a password to use a database, such as ProQuest, PsychINFO, or ERIC -- go to Solution 1
    2. I can't read an article because I need Acrobat, or something in PDF format -- go to Solution 2
    3. I tried to access a journal, and I'm receiving an error in the database that says it can't find any records -- go to Solution 3
    4. None of the above -- go to Web Solution 4.

  6. What BobCat problem have you encountered?

    1. I received an error with code 25, 31, or another numerical value, and was brought back to the "Select Catalogs" screen -- go to BobCat Solution 1.
    2. I used the BACK button, and now I have to keep refreshing/reloading each page. A message that says, "Warning: Page Expired" keeps coming up -- go to BobCat Solution 2.
    3. I tried to access my NYU Library account, and it won't work -- go to BobCat Solution 3.
    4. I'm looking for a book that has no call number -- go to BobCat Solution 4.
    5. I tried to access an electronic journal, and am getting an error -- go to Step 5.

  7. What error message did you receive?

    1. The resource is asking me for a password -- go to Solution 1.
    2. I can't open or read the journal I selected -- go to Solution 2.
    3. I received an error that began as: bobcat.nyu.edu:210/ADVANCE: and said something about "Protocol Error," "System Resources Exhausted," or another message -- go to Arch Solutions.

  8. What error message did you recieve?

    1. I tried to connect to a resource, and it asked me for a password -- go to Solution 1.
    2. I received a "File Not Found" message -- go to NYU Libraries Web Solution 1.
    3. I tried to search the site, and received 0 results -- go to NYU Libraries Web Solution 2.
    4. I clicked on a link that should take me to a particular page, and it took me to the wrong page -- go to NYU Libraries Web Solution 3.
    5. The page doesn't display at all -- it is completely blank -- go to NYU Libraries Web Solution 4.
  9. What error message did you recieve:
    1. "Page not found," "404 File Not Found," or a similar error message; the link is broken -- go to World Wide Web Solution 1.
    2. It wasn't really an error as much as the link doesn't bring me to the right information. For example, I clicked on a link for "Stat-USA" and it brought me to a completely different site -- go to World Wide Web Solution 2.
    3. Server down / can't find server -- go to World Wide Web Solution 3.
    4. None of the above -- go to World Wide Web Solution 4.

General Solutions

  1. The use of many of our databases is restricted to members of the NYU community. Databases determine that you are a member of the NYU community by checking your internet access. If you are not using an on-campus computer, you'll need to set up your computer to use the NYU proxy. Set up your proxy to begin using databases.

    Problem: I set up the proxy server, but it didn't work

  2. Many electronic resources are in non-text formats. To read them, make sure that you have:

    1. Set your browser to see images (usually under "Edit" > "Preferences")
    2. Downloaded or activated the appropriate plug-in. A plug-in is an added feature for your internet browser or computer. One popular plug-in is Adobe Acrobat Reader, which allows you to read files in Portable Document Format (PDF). Download Adobe Acrobat.

  3. If the database cannot find the journal you requested, and you used our site as the source of the link, please report this link to our webmaster. Meanwhile:

    1. Try using the "Search" feature in the database to find the journal that you need (or do a subject search to find alternate articles).
    2. Use the Arch's E-Journal search to see if the information is available in another database.
    3. Search BobCat for the journal -- it may be available online from another database.

BobCat Solutions

  1. Some problems that cause numerical error messages:

    1. There are quite a lot of users on BobCat. Our peak hours are between 3-7 p.m. each day of the week. If you experience this message repeatedly, make sure you first save, print, or e-mail any records you have currently marked, then choose "Logoff," and begin again.

    2. Simplify your search. If you are using a keyword search, try limiting your search to "Title," "Author," or "Subject" instead of "All Keywords." Additionally, try using three or fewer keywords to begin your search. For more tips on using BobCat, see BobCat: an Overview.

  2. To customize your results and allow you to save, e-mail, and print records, BobCat transfers information from screen to screen. By hitting the BACK button on your browser, BobCat needs to re-send the information to that screen (which is why you need to reload/refresh the screen). Instead of BACK, use the "Return" icon on the top left of each screen. This signals to BobCat to send the information automatically, and you won't need to refresh.

  3. If you cannot access your patron information, first follow the tips that BobCat provides by clicking the "Login Help" button. (See this screen without logging in.) If you are still unable to log in, contact the Circulation Department at 212-998-2530 during Circulation hours.

  4. If the book has no call number, report this error to any reference center. You can contact the General and Humanities Reference Center at 212-998-2500, or send a message to the Ask-a-Librarian service.

Arch Solutions

  1. A protocol or other error that states "bobcat.nyu.edu:210/ADVANCE" can be the indicator of many problems. Try the following:

    1. If you are searching for a database from the "Find Articles" page, try simplifying your search. A query such as "Historical New York Times" searches four very common words, and may cause a highly busy system to deliver an error before it delivers results.

    2. Do a comprehensive search from the Arch's main page. The search may yield results.

    3. If the problem persists, contact the webmaster. In your note, please state what error you encountered and what search you performed.

    4. If you are receiving results, but not the ones you expected, contact our Ask-a-Librarian service for research assistance.

NYU Web Solutions

  1. A "File Not Found" message means a link on our page is broken. Please contact the webmaster. When you do, please include your e-mail address so that the webmaster can contact you when the problem has been fixed.

  2. If you have searched the site, and found zero hits, make sure that you have spelled everything correctly. If that's not the problem, check:

    1. Are you looking for a web page? Try our Site Map.
    2. Are you looking for a book or journal that the library owns? Search BobCat, the online catalog for Bobst Library.

  3. If a link from our page took you to a seemingly incorrect page, please contact the webmaster. If this is on a subject guide or research guide, the appropriate subject specialist will be notified.

  4. If one of our pages is completely blank, this is probably an error on our part. Please contact the webmaster with this information. In particular, please note what browser and version you are using (example: Internet Explorer 5, Netscape 4). Note: if you are using Netscape 4, you may not receive the full benefit of the NYU Libraries website. Many new standards have developed for the World Wide Web, and Netscape 4 no longer meets those standards. For more on coding standards, visit the World Wide Web Consortium.

World Wide Web Solutions

  1. "Page not found," "404 File Not Found," or a similar error message indicates a broken link. Please report this problem to our webmaster. Include your e-mail address if you'd like to be notified when the link has been restored or replaced with a new site. Meanwhile, use the Arch to find additional resources in your subject.

  2. A link to unexpected resources can mean that the URL has changed. Although we try to maintain our links thoroughly, some may slip by. Please report this problem to our webmaster. Include your e-mail address if you'd like to be notified when the link has been restored or replaced with a new site.

  3. Server down / can't find server -- although this is not a problem on our end, it is frustrating. Try waiting 24-48 hours, and access the site again; the site may be experiencing an outage or technical problem. If it persists, please report this problem to our webmaster. Include your e-mail address if you'd like to be notified of a different URL to try.

  4. If none of these problems apply, use our Ask-a-Librarian service to accurately diagnose your problem.

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