Pop-ups

Please verify you do not have any pop-up killer program running. You can visit http://www.popuptest.com to test this.
Search Toolbars (Yahoo, Google, etc) have built in pop-up blockers. If you have any pop-up killer programs running you will need make allowances for http://*.netlibrary.com (See below for the entire URL’s if you can't use a wildcard "*")

Firewalls

Some people also have firewall software, such as Norton Internet Security, Norton Personal Firewall, or Symantec Desktop Firewall, on their personal computers that may be blocking referrer information to the online resources. You will need to make allowance for <http://*.netlibrary.com> You may need to consult your software manual and/or contact their technical support for help in setting your software so that you can access our online resources.

Browser Support

If you are running IE 7 it has a built in Pop-up blocker.

• Open IE, go to Tools
• Pop-up blocker (turn on if off)
• Select Pop-up Blocker Settings
• Add *.netlibrary.com
• Click Close
• Go back to Tools
• Internet Options
• Click the Security tab
• Click Trusted Sites
• Click the Sites button
• Remove the check mark from "Require server verification (https://) for all sites in this zone"
• Add Web Site *.netlibrary.com
• Click Close
• Click OK

If you are running IE 6 XP SP2

• Open IE, go to Tools
• Pop-up Blocker (turn on if off)
• Select Pop-up Blocker Settings
• Add Web Site *.netlibrary.com
• Click Close
• Go back to Tools
• Internet Options
• Click the Security tab
• Click Trusted Sites
• Click the Sites button
• Remove the check mark from "Require server verification (https://) for all sites in this zone"
• Add Web Site *.netlibrary.com
• Click Close
• Click OK

If you are running Firefox

• Go to Tools
• Options
• Content
• Exceptions
• Add *.netlibrary.com
• Click Allow
• Click Close
• Click OK

Privacy, Spam Blocker or Spyware

Check your SysTray for the presence of Privacy, Spam Blocker or Spyware detection software.  This software is usually bundled with an anti-virus suite and when running, appears to interfere with the http://download.netlibrary.com website and blocks the download of any eAudiobook (including the preview clips).

If you have Privacy (Norton or McAfee), Spam Blocker or Spyware detection software, disable it (keep the virus enabled), because it sometimes will interfere with the download and license process of an eAudiobook.  This should allow the download and assure the license process works properly.  Once you download the book and acquire the license, you can once again reactivate the privacy, spam blocker or Spyware detection program. 

Create a rule in the privacy, spam blocker or Spyware detection software to make allowance for http://*.netlibrary.com

http://*.netlibrary.com covers all of the NetLibrary sites (http://www.netlibrary.com; http://download.netlibrary.com; http://origin-download.netlibrary.com; http://acs.netlibrary.com; http://Legacy.netlibrary.com; http://Extranet.netlibrary.com)

You will need to check with your software documentation on how to make this exception to your privacy software or firewall.

Contact us

If you’ve tried all of these things, please contact NetLibrary at their Contact Us link. Please be as specific as possible when reporting problems, i.e., what error message did you get?, what browser are you using?, etc.