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Why are our patrons not recognized as belonging to our institution?

This is usually related to authentication issues.

a) Solution: Try a different browser or clear your current browser's cookies & cache and then restart your browser. Open the database again to check whether the institution's information has been updated now that any cached errors are cleared.

b) Solution: Another institution may have entered your IP address(es) into their site profile in error. Contact the vendor or the eHLbc Administrative Centre for assistance with resolving the problem.

c) Solution: Update your database custom URLs or jumpstarts to direct patrons to the resources of the correct institution. Contact the eHLbc Administrative Centre for assistance in creating these links.