Troubleshooting Granger's Online
1. Cookies must be ON
Check your web browser (Internet Explorer, Netscape, AOL, etc.) to make sure the Cookie setting is turned to On, Enable, or Allow. You must allow cookies or else the system will not be able to tell you have logged on.
Granger's cookies are not saved permanently on your computer. They expire after about 20 minutes. If the Granger's site detects no activity from your computer for about 20 minutes, you will have to connect again through our website, as your session will have expired.
2. Turn off any "security" or "speed" options
Security software such as Norton Internet Security, and security updates to your web browser or other Internet software, may be blocking Cookies even if your web browser settings seem okay. You can try turning off any new options to see if that fixes the problem. If you need help changing the settings on your security software, please contact the technical support for the software.
Turn off any "speed up" features in your Internet service and your web browser. These store web pages in a local "cache" to speed up your Internet browsing. Unfortunately, this means once you get an error connecting to Granger's Online, your web browser may just show you the error again every time, instead of going to the real Granger's Online website. Check your Tools or Preferences to make sure pages will be updated "automatically" or "every time."
If you use AOL, make sure TopSpeed is turned off before trying to connect to Granger's Online:
- Go to "Internet Options" and click on the "AOL Browser" tab
- In the section "Top Speed" click on "Do not store Web Pages"
If that doesn't work, we suggest trying this:
- Start up AOL
- Minimize it (click the little box with a minus sign in it near the top right of the AOL window)
- Start another web browser, such as Safari or Internet Explorer
- Use that to connect to our website for database access.
3. Don't add Granger's pages to Favorites or Bookmarks
Connect through our website only. If you try to connect directly to Granger's, you will be prompted for user name and password.
We suggest you add only our website to your Favorites or Bookmarks. If you add the Granger's website itself, you will run into problems the next time you try to connect. If you add the login page where you entered your library card number, you may encounter problems in the future if our authorization methods ever change.
4. Stay in the same web browser for your entire session
Once you are connected to Granger's, continue to use the same browser window you used to connect. If you switch to another browser window, you will be prompted for user name and password.
5. Verify your library card hasn't expired
If your library card has expired, you will not be able to reach Granger's Online. Please call your library to find out if your card has expired. If it has, you will need to go to the circulation desk at the library to renew your card.
6. Note which error message you are getting
If you still can't get into Granger's Online after trying these steps, please use our feedback form to report the problem. Please let us know:
- if you are getting an error message (paste the actual error message into the feedback form)
- if you are getting a Granger's login page
- what kind of computer you are using (Mac or PC)
- what Internet provider (AOL, SBC, Sonic, Earthlink, etc.)
- what web browser (Internet Explorer, AOL, Netscape, Safari, etc.)
7. Go to your local branch of the library
If you can't get to Granger's Online from home, use it from the library. All branches of the Sonoma County Library have access to Granger's Online from the public computers.
Branch hours and locations are listed on each library's page. See the list of library branches.