Support

FAQ - Top Questions

• Can more than one person access a document at a time?
• Do I have to pay to read documents in the collection?
• Why can't I save a copy of the entire document I'm looking at?
• Why can't I see the document I clicked on? I'm just seeing white space.
• What do "Views remaining" and "Print credits "mean?
• I am using AOL, and I keep getting "unable to set cookie" errors when I try to look at a book.
• Does ebrary support accelerator software? (i.e NetZero High Speed or Earthlink Plus)
• I am looking at a book that comes with a CDROM. Does ebrary provide access to the CDROM?
• I am having trouble printing pages. Where do I find printer assistance?

Can more than one person access a document at a time?

Yes, any number of people can view and search a document at the same time.

Do I have to pay to read documents in the collection?

You must create a Primis account on the Primis ebook website and purchase your textbook there for online viewing. Once you have done that your account will have a set number of view and print credits associated with each book. You can view and print freely as long as you have enough credits remaining.
If you run out of view or print credits, you must contact Primis to purchase more.

You must create an ebrary account with a valid credit card, but your ebrary account will not be debited for simply viewing documents. However, your account will be debited for any copy or print transactions that you perform.

No, viewing documents is entirely free, and your institution has paid for any copy or print transactions that you perform.

Why can't I save a copy of the entire document I'm looking at?

The ebrary Reader enables documents to be delivered to your desktop page-by-page, which eliminates the need for cumbersome downloads while providing copyright protection for our publishing partners.

Why can't I see the document I clicked on? I'm just seeing white space.

Make sure that you have the ebrary Reader software installed.

For instructions on installing the ebrary Reader software, click here.

ebrary displays the document as it was originally printed, so blank pages may occur throughout the document. Books generally begin and end with blank pages, so click ahead in the book to ensure you're not just on a blank page in the document.

I am using AOL, and I keep getting "unable to set cookie" errors when I try to look at a book.

The AOL browser usually does not recognize the ebrary Reader software, so it is recommended that you use the Internet Explorer browser instead of the AOL default browser. Be sure to install the ebrary Reader software prior to using the site. Please contact Customer Support if you have any additional questions.

Does ebrary support accelerator software? (i.e NetZero High Speed or Earthlink Plus)

The ebrary product will not work properly with accelerator software. You may be able to view content, but the Bookshelf functions will not work. We recommend that you disable this software before using ebrary.

I am looking at a book that comes with a CDROM. Does ebrary provide access to the CDROM?

There is no way for ebrary to provide access to a CDROM that may normally come packaged with a book in a bookstore. Our publishers only provide us with digital (PDF) files for the documents, not the CDROM.

I am having trouble printing pages. Where do I find printer assistance?

Please see our Printer Troubleshooting help page.