Troubleshooting Tips

Subject Guide

Jeanne Hebard
Horn Library,
Babson College


Access issues can result from many different causes. Here are some of the most common fixes:

  • Logging in: Valid Babson network username/password is required. (see further information in box below)
  • Browser Issues:
    • Some of our resources only work in IE:
      • Thomson One
      • Local Market Audience Analyst from SRDS
    • Enable cookies in your browser. 
    • Enable popups: check your popup blockers, including your browser and any installed toolbars (Google, Yahoo, etc.). All popup blockers must be set to enable popups.
    • Update Adobe Acrobat Reader 
  • Disconnect non-Babson Virtual Private Networks (VPNs).
  • Laptop Issues:
    • Laptop users bringing laptops between work and home may have cookies that do not match their current location. Try restarting your laptop and/or deleting cookies (In IE, choose Tools > Internet Options>Browsing HIstory>check the box Delete browsing history on exit and click Delete)
    • On campus problems: check your laptop's campus network configuration with IT Support in Horn 220.

If you cannot connect to just one resource (vs. multiple resources) , consider the following:

  • The subscription limit on the number of simultaneous users may be reached. Try the resource again later.
    • Capital IQ: (only students enrolled in certain courses permitted to access)
    • Factiva: (10 users)
    • Oxford Art Online: (3 users)
    • Safari Tech Books Online: (2 users)
    • ThomsonONE: (20 users)
  • Heavy Internet traffic may be timing out the connection - try again later.
  • Vendor site may be down - notify the Horn Library Information Desk: 781-239-4596.

Babson network username issues or updating your browser

Contact the ITSD Support Center:

If you change your password or the Support Center provides you with an updated username and password, there may be a delay before you are able to access the library's services.

Certificate Error:

If you get an error message about the certificate name not matching:

  • IE: Click “Continue to this website (not recommended)”.
  • Firefox: Click OK.
  • Chrome: Click OK

If Problems Persist...

If none of the information in this guide helps to resolve the problem, please contact the Library:

Please be sure to include the following information:

  • Name of resource
  • Browser being used
  • Specific error messages seen
  • Enrollment status (undergraduate, graduate, Blended Learning, or alumni)
  • Your location (on-campus, off-campus, home, work, etc.)
  • Can you access other library databases?
  • Did you access the link from the library website, Babson portal, BlackBoard, other?
  • Device used (PC, laptop, or mobile device)
  • Specific steps taken, if any
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