eBooks troubleshooting FAQ

You need to have Adobe Acrobat Reader installed to read eBooks. If you do not already have it, you can download the program free of charge from the Adobe website.

Publishers and copyright owners determine how much of any particular document can be copied or printed. When you print or download a title, a pop-up window will tell you the maximum number of pages permitted.

To download individual pages you can use the 'save a copy' option in your PDF reader.

To download more than one page use the 'download multiple pages' option from the menu bar at the top of the screen. If you use this option you will see a pop-up window which tells you the maximum number of pages you can download from the eBook.

Once you have downloaded the maximum number of permitted pages you will not be able to download any further pages for 24 hours.

Please note: You must not exceed the maximum number of pages specified.

To print individual pages you can use the 'print' option in your PDF reader.

To print more than one page use the 'print multiple pages' option from the menu bar at the top of the screen. If you this option you will see a pop-up window which tells you the maximum number of pages you can print from the eBook.

Once you have printed the maximum number of permitted pages you will not be able to print any further pages for 24 hours.

Please note: You must not exceed the maximum number of pages specified.

Yes. Multiple users can view and search a document at the same time.

In most cases, these eBooks are an exact duplication of the printed book. However, rights issues may sometimes prevent MyiLibrary from including all of the illustrations as they exist in the printed version.

No, eBook editions are published in the same way as new editions of printed books.

There are a number of potential causes and solutions, which are outlined below.

1. Do you use AOL software to access the internet?

If the answer is yes, please follow these steps:

1. Connect to AOL as usual.
2. Minimize the AOL software and open a different internet browser (such as Internet Explorer or Firefox).
3. Go to www.icaew.com/ebooks and navigate your way to the relevant subject or A-Z page to access the eBook you want to use. Do not close the AOL software or disconnect from AOL. The AOL software will continue running in the background while you stay connected.
4. When you are finished, close the web browser you opened in step 2 and then disconnect from the AOL software as usual.

2. Does your computer or network block referral information?

Our website gives access to eBooks through a system called referring URLs. When you click on an eBook link, our eBook service provider, MyiLibrary, checks its database to see whether the web page hosting that eBook link (the referring URL) is authorised to allow access or not. Some firewall or privacy software, including a number of Norton products, will block this kind of referral information.

Our website gives access to eBooks through a system called referring URLs – it allows you to access the eBooks service when you click on links on certain authorised web pages. For this system to work, the details of each authorised web page (the referring URL) must be checked against our service provider's database and it will only allow access if there is a match. Sometimes the referring URL (also known as referral information) is not correctly passed on to the database and this may happen if you are using some firewall or privacy software.

The LIS eLibrary allows you to access the service because you click on a link on an authorised page. For this to work, the details of this page (the referring URL) have to be provided to the service (MyiLibrary). If it recognises that the pages is held in its database it will allow access. There some times where the page details are not passed and this happens with some firewall and privacy software.

Note for Google Chrome users: Due to issues with the browser, referring URLs will not work if you choose to open them in a new tab or window through the right-click menu. Links to eBooks and other electronic resources should automatically open in a new tab or window when you click on them.

What can I do if my computer or network is blocking referral information?

We advise you to consult the support available from your firewall or internet security software suppliers for further advice on how to configure firewalls or internet security software to allow access. You may find the following tips for popular software useful:

McAfee Virus Scanner / Internet Security Suite

1. Open McAfee Virus Scanner.
2. Choose Internet & Network option.
3. Click Advanced.
4. Uncheck ad popup blocker & web blocking.

EZ Armor / eTrust EZ Firewall provided by Road Runner internet service

1. From your Start Menu, choose Programs, then choose eTrust EZ Firewall or EZ Armor Security Suite to open the program.
2. On the left side of the window, click Privacy.
3. Look for the section titled Cookie Control and click the Custom button.
4. The Custom Privacy Options window will appear – you will notice that it includes three tabs across the top. Make sure the Cookies tab is on top, and look for the section of the page labelled 3rd Party Cookies. In that section, uncheck the box labeled Remove private header information.
5. Click Apply then OK to close the Custom Privacy Options window.
6. Close the program, restart your browser and try accessing the databases again.

Norton Internet Security / Norton Personal Firewall

1. Launch the Norton Personal Firewall/ Norton Internet Security product from Start > Programs or by right-clicking the icon in the system tray (bottom right of screen).
2. Click Privacy Control from the Status & Settings tab.
3. Click Configure.
4. Click Custom Level.
5. Make sure Cookie Blocking is set to None.
6. Uncheck Enable Browser Privacy.
7. Click OK twice and close the program.
8. Close and reopen browser.
9. Go back to website.

You will also need to create an exceptions list in your firewall or internet security software (this might also be called a white list or allow list or always allow). You should include www.icaew.com and the web domain of myilibrary.com.

Please note that the LIS Enquiry Team is unable to provide technical support to help you configure your firewall software. If you still have a problem with access to our e-resources we suggest you contact the supplier of your firewall product directly.

Is a MyiLibrary collection already available from your computer network?

If your company, organisation or institution already provides access to a MyiLibrary collection through your computer network this may prevent you from gaining access to our eBooks. This is due to a conflict between subscriptions, which will always default to your company, organisation or home institution's eBook collection. You will need to login to the ICAEW website from a computer that is not on or connected to your organisation's network.

Many academic institutions have access to eBooks through the JISC National E-books Observatory Project and you can check the list of subscribed institutions to see if your institution is listed.

If MyiLibrary is not already available on your computer network, please contact the enquiry team at library@icaew.com with as much information as you can about the title you were trying to access and the problems you encountered and we will investigate further.

Some users have found that they can get in to the eBooks service and see all the options (such as the left-hand contents panel) but they are unable to see the actual eBook pages. Instead, the frame where the pages should display is empty apart from a red cross in the top corner.

This error can occur if:

• the default internet setting for viewing PDF files in your browser has been changed; or
• your Adobe software has been updated and the previous version has not been completely removed.

Please check that the preferences in your internet browser have not been altered so that PDF files do not open in the browser window. The settings that you need to check will vary between browsers and browser versions (for example, this may be a tick box labelled 'display PDF in browser' in your internet preferences).

If your browser settings have not been altered you may need to carry out a complete un-install of Adobe Reader or Acrobat and then run a fresh install of the latest version.

The eBooks collection from MyiLibrary uses a digital rights management (DRM) system to prevent usage that either breaches their terms and conditions or displays unusual patterns (for example, a number of consecutive pages being viewed at faster than normal reading speed).

The DRM system can lock the eBook you are looking at in these situations and will display the following error message:

Warning! The selected title is temporarily locked. Access to the selected title will be restored on ----.

Access will be blocked by the system until the time specified on the error message. If this becomes a problem, please let contact the enquiry team at library@icaew.com.

See information on MyiLibrary browser compatibility (PDF 441.83kb/1 page) for browser requirements.

Note for Google Chrome users: Due to issues with the browser, referring URLs will not work if you choose to open them in a new tab or window through the right-click menu. Links to eBooks and other electronic resources should automatically open in a new tab or window when you click on them.

If you have a different problem with our eBooks, please email our enquiry team at library@icaew.com. Please state the address of the page that you were looking at when the problem occurred, the error message that you received and any additional details of the problem to help us diagnose the problem.

Please see the separate Online resources troubleshooting FAQ for help with using Business Source Corporate, EBSCO and our other online services.