Grove Art Online Help
Q: I can't access the site
Q: I'm being bounced back to a blank log-in screen
Q: I'm being asked to enter a username and password but I'm supposed to be on an IP connection
Q: I've purchased an individual subscription, but I haven't received my password
Q: I can't remember my username and password
Q: My institution has a subscription to your online dictionary. How can I access from home?
Q: I don't want to have to enter my username and password every time I log on
Q: I can't access the site
Are you a subscriber?
Grove Art Online is a subscription website and is only available to subscribers. To subscribe to the service, please visit our subscription page for details of institutional and individual subscriptions.
Have you sent in your license agreement (for institutions)?
Until we receive your signed license agreement and any changes that you have made are approved, we cannot give you access to the site. For ordering and licensing information please contact our customer support staff:
Do we have your correct access details?
If we have the wrong IP address or username and password in our database you will not be able to access the site. Please submit our online feedback form with details of your login method.
Are you using your correct username and password?
If you receive an error message stating a mismatch between your username and password, you may have entered the wrong details. Please try again or submit our online feedback form and request that a password reminder be sent to you.
Has your institution's concurrency level been reached?
If you receive an error message stating "2001: too many users", the concurrency (number of users allowed at one time) has been reached. Please try again later once another user has logged out of the service.
Is there any reason your account might be on hold?
In rare instances, we will put an account on hold if we have not received payment after a certain period of time or if the customer has requested to suspend service to a later date. Please try again or submit our online feedback form to query your account status.
Is your browser configured to accept cookies?
The site uses session cookies to allow continued access during one session. If your browser is not configured to accept cookies, you will be bounced back to the username/password page. To configure your browser to accept cookies:
- In Internet Explorer: Go to View > Internet Options > Advanced > check "always accept cookies"
- In Netscape: Go to Edit > Preferences > Advanced > check "accept all cookies"
Q: I'm being bounced back to a blank log-in screen
If after logging and trying to search or use the index you are getting pages repeating themselves when you have requested a new one, you will need to alter your cache settings:
- In Internet Explorer: Go to View > Internet Options > General > Settings, and under "check for newer versions of stored pages" check "every visit to the page".
- In Netscape: Go to Edit > Preferences > Advanced > Cache, and choose "every time".
Q: I'm being asked to enter a username and password but I'm supposed to be on an IP connection
IP address
If we do not have the correct IP address entered into our database, you will not be allowed into the site and will be prompted to enter a username and password. Please submit our online feedback form with details of your problem.
Firewalls
If you are using any firewalls, you may not be allowed access. Usually, if this is the case, we can simply enter the IP address of the firewall into our database and you will be allowed access. Please submit our online feedback form with details of your problem.
Proxy servers
Is your proxy server number registered in our database? You will first need to find out from your IT department the correct IP address of the proxy server that is serving your terminal, then inform us through our online feedback form.
Remote Users
Remote users may need to enter a password to access the site, even if they are on an IP connection through their institution. Please contact your institution for more details.
Q: I've purchased an individual subscription, but I haven't received my password
If you entered your email address incorrectly into the registration form, your email notification was probably returned to us undelivered. Please submit our online feedback form and request that a username and password be resent to you.
Q: I can't remember my username and password
Please submit our online feedback form and request that a password reminder be sent to you.
Q: My institution has a subscription to your online dictionary. How can I access from home?
It is possible to have remote access to an institution's subscription, through either a referrer page on the institution's site, or username/password access with user verification. We suggest that you contact the head of reference at your library for more details.
Q: I don't want to have to enter my username and password every time I log on
We offer permanent cookies. Simply check the "remember my password" option when you first log on and a permanent cookie will be placed on your browser. This will be used for the duration of your subscription to authorise your usage without you having to enter your username/password. To find out how to configure your browser to accept cookies, see above.
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