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Electronic Delivery of Articles FAQ

I used to get my articles delivered in the mail. How does the Web delivery process work?

I got my document but I can't read it. What can I do?

When I login, I get the message "There are no available documents for this login"   What is wrong?

After I click on a document, nothing happens.   What should I do?

After I click on a document, Adobe Reader opens up but there is just a blank screen.   Where did it go?

I can't print the document. I click on the Print icon, but nothing ever prints.   Now what do I do?

I have a non-ISU personal email account that is my preferred email provider.   Why can't I use that email account?

I don't want to read mail from two different email accounts, and I prefer to use my other email account.   What can I do?

I do not have an ISU email account.   Do I have to pay for one?


Web Delivery Process:

I used to get my articles delivered in the mail. How does the Web delivery process work?

Photocopies of articles are now delivery on the Web in PDF format. PDF is the format used by Adobe Acrobat software, which is a widely used standard for creating and sharing electronic files. The electronic delivery process is as follows:

  1. An email will be sent to your ISU email account saying that an item that you requested from the ISU Oboler Library has been posted to the Web. The "Subject:" line of the email message will read "ILL Document Delivery Notification From the ISU Library".
  2. The email will give you a case sensitive PIN number and a URL that takes you to a login page. Since the PIN number is case sensitive, you can use Windows' copy/paste feature to get the correct PIN number in the box for the login. See below for instructions on using the Windows' copy/paste feature.
  3. Click on the URL for Electronic Delivery
  4. This takes you to the "Electronic Document Delivery Logging In" page. You must type in your ISU email account, including the @isu.edu, and your PIN in the appropriate boxes. Then click on the Login box. See the Email FAQ below for more information about acceptable email addresses.
  5. If you have entered your email address and PIN correctly, you are now at the "Electronic Document List" page. This page lists all documents that are available for you to view, save, and print.
  6. Click on the appropriate blue underlined Document ID to open the document.
  7. Adobe Acrobat Reader software will open and then the requested document will automatically be displayed in the Adobe window.
  8. At this point you should print the document or save it to you own local PC. Use Adobe's print or save button to perform these functions.

IMPORTANT! Access to each document will be available for 14 days or for 5 views, whichever happens first. After that the document will be automatically deleted from the Library's server and you will no longer be able to access it through this Web delivery process. If you do not view, save, or print the document during the 2 week window, you will have to request the article again. There may be a charge for this second request.


Viewing and Printing Problems FAQ:

I got my document but I can't read it. What can I do?

Occasionally, there are problems viewing and/or printing electronic documents. There may be missing pages, the document may be blank, text might be cut off, or images may be unreadable. Complete the online form to report a problem with an electronic document.

When I login, I get the message "There are no available documents for this login..." What is wrong?

Four things could be wrong:

  1. The email address must include the @isu.edu after your user name. You must enter the entire email address, as it appears in the "To:" field in the top box of the email message you received, for example, To: yourname@isu.edu would require you to type yourname@isu.edu in the "Your complete e-mail address" box.
  2. You have an ISU email account, but you normally use a non-ISU personal account for your email. You are entering the non-ISU email address during the login process. You must use your ISU email account name, including the @isu.edu. See the Email FAQ below for additional information.
  3. The PIN in the email notice is case sensitive. Try doing a Windows' copy/paste from the email message to the PIN field on the login screen. To do this:
    1. Go back to the original email notification and highlight the PIN. Do this by putting your cursor on the first character of the PIN #, left click the mouse and drag the cursor to the last character of the PIN.
    2. Copy the highlighted field by pressing <CTRL> + C
    3. Click on the URL for libpublic.library.isu.edu in the body of the email message.
    4. You are now on the login screen. Put your cursor on the PIN box and click.
    5. Now paste the number you copied by pressing <CTRL> + V
    6. Enter your email address in the box above - including the @isu.edu - and click on the Login button.
  4. Because of Copyright concerns, electronic documents are automatically deleted 14 days after they are posted to the Web, or after they are viewed 5 times. If you did not view and save the document during this time frame, you must request the article again. You may be charged an additional fee for this service.

After I click on a document, nothing happens. What should I do?

Upgrade your version of Internet Explorer to the latest version. If you are having problems viewing the document in Internet Explorer, try Netscape or Firefox.

You must have Adobe Acrobat Reader installed on your PC. To download the free Adobe Acrobat Reader, go to: http://get.adobe.com/reader/otherversions/

If you have Adobe Reader installed, then the PDF file extension may not be associated with the Adobe software. Contact the Computer Center Help Desk for instructions on how to make the association. They can be reached at (208) 282-4357 or on the Web at http://help.isu.edu/

After I click on a document, Adobe Reader opens up but there is just a blank screen or an error message says that, "... files do not begin with %pdf ...". What happened?

You must have Adobe Acrobat Reader 3.0 or later. The most current version of Acrobat Reader may be needed to open the file. To download the latest version, go to: http://get.adobe.com/reader/otherversions/.

Change Acrobat settings to open PDF files outside your browser software. This is recommended for Netscape, Firefox, Mozilla and Opera; it is not recommended for Internet Explorer.

Note: Viewing your PDF files in Acrobat gives you more tools for navigating, etc., although the load time might be slightly longer.

  1. Acrobat v. 4:
    1. From the file menu, select Preferences/General
    2. Under Options, make sure Web Browser Integration is NOT selected.

  2. Acrobat v. 5:
    1. From the Edit menu, select Preferences.
    2. From the list menu, select Options.
    3. Under Web Browser Options, make sure that Display PDF in browser is NOT selected.

  3. Acrobat v. 6 - 10:
    1. From the Edit menu, select Preferences.
    2. From the Preferences list on the left side, select Internet.
    3. Under Web Browser Options, make sure that Display PDF in browser is NOT selected.

If you are using Internet Explorer as your Web browser and you have changed the security options, set them back to the default while you retrieve your document(s).

If you have additional Adobe products installed, for example Adobe Illustrator, opening the PDF file in Internet Explorer might not work. If this is the case, use Netscape to retrieve/view your electronic ILL documents or change Acrobat to open PDF documents outside the browser (see above).

If it is a large file and you are using a dial-up modem, you may need to wait several minutes for the document to complete the download process.

Remember, you can also use the public PCs at ISU's Oboler Library, the Library at Idaho State University-Idaho Falls, or any of the computer labs by using a Computer Center account - there is a fee for a Computer Center lab account.

In some browsers (primarily Netscape) PDF files may open, but sit behind the browser window. You will see Adobe Acrobat start to launch, but then the document doesn't display. Normally, the Acrobat window displaying the PDF file is just being hidden by the open browser window. If the taskbar is visible, click on the Acrobat icon or use the Alt+Tab combination to switch between open programs and make Acrobat the active program.

Report a problem with ILL/document delivery requests.

I can't print the document. I click on the Print icon, but nothing ever prints. Now what do I do?

There is a known bug when trying to print PDF files from within Netscape 7.0. You must first save the document, using Adobe's "Save" icon. Once the document is saved to a local drive, open it with Adobe Reader and then print it.

You can also adjust a print setting within Netscape by clicking File, Print, Advanced, check "print as image", click OK and then print the document.


Email FAQ:

I have a non-ISU personal email account that is my preferred email provider. Why can't I use that email account?

Student and faculty email information is provided to the Library through an automated process that pulls information from authorized campus databases. These databases will always have the yourname@isu.edu account information that was created at the time of registration, or when faculty/staff apply for an email account through the Computer Center. Since campus databases are a trusted source for email information, the Library will always use the @isu.edu email address for all electronic notices.

I don't want to read mail from two different email accounts, and I prefer to use my other email account. What can I do?

You can set up an alias in your ISU email account. This will automatically forward all email messages sent to @isu.edu to your preferred non-ISU email account. Click here for instructions on how to forward your ISU email to your preferred email address. However, even though you received the notice through a non-ISU email account, you must use your ISU email account when logging into the electronic document delivery system.

I do not have an ISU email account. Do I have to pay for one?

If you are a registered student, you DO have an ISU email account. All registered students are assigned an email account. Your ISU email is the same as your BengalWeb username plus @isu.edu; for example if your BengalWeb username is yourname your ISU email address is yourname@isu.edu. If you have trouble or have never used this service, contact the Computer Center Help Desk at (208) 282-4357.

If you are a faculty member, you may or may not have an ISU email account. Some departments maintain their own email servers and automatically assign new faculty members a departmental email account. If this is the case, you have two options: get an ISU email account or, contact Barbara Mayfield at the Library Circulation Desk and she will manually input your departmental email account information. NOTE: if your library patron record already has an ISU email account name in it, we will not change the information and you will need to set up an alias in your ISU account to forward electronic notices to your departmental email account.

If you are a University of Idaho faculty or student, you must contact staff at the Library at Idaho State University-Idaho Falls and they will have your U of I email account information put into the ISU Library's databases.

IDAHO STATE UNIVERSITY

921 South 8th Avenue
Pocatello, Idaho, 83209