FAQ

Accessing NC LIVE

  • How do I access NC LIVE resources?

    All North Carolinians can access NC LIVE resources with their local library card or institutional credentials. 

    Eligible communities:
    Public Libraries
    Community Colleges
    Independent Colleges or Universities
    UNC System 

    To log in, select your local library and enter your library card number or institutional credentials (student ID number, email address etc.). If you are having difficulty, please see the “I can’t log in to NC LIVE” FAQ below. 

  • Do I have to be at a library to use NC LIVE?

    Do I have to be at a library to use NC LIVE? 

    Nope! You can access NC LIVE resources from home, your business, or anywhere else as long as you have the right credentials for your library. When you try to access a resource, you will be prompted to select the library you use, and the type of information you need to log in, such as:

    Student/faculty/staff credentials
    A library card number
    An NC LIVE password

    Contact your library for more information about accessing NC LIVE.

Troubleshooting

  • I think I have the correct password or library card number but it isn't working. What's the problem?

    I think I have the correct password or library card number, but it isn't working. What's the problem?

    Make sure you've selected the academic or public library system you usually use. Use the "Change my library" link to change if you need to. Be sure to carefully check the name of the library--many NC LIVE libraries have similar names (e.g., "Albemarle Regional Library" vs. "East Albemarle Regional Library"). If you don't see your library branch name, look for your county or regional library name, or your college/university name.

    Academic library users usually* need to enter student credentials.
    Public library users usually* need to enter a library card number.
    *Some libraries use a special NC LIVE password. The passwords change every summer, so check with your local library to verify that you are using the correct password.

    If you are still having difficulty, please contact the staff at your local library to get more information on how your library accesses NC LIVE.
     

  • I clicked on an article in my search results but the article didn't come up. It says the article can't be found.

    NC LIVE uses a tool called Summon that searches numerous databases at once. The downside of this far-reaching search is that sometimes there is a problem connecting to the article you want. For example, search data may not perfectly match article data. Or the article moved or became unavailable, and the search index isn't caught up yet (the same as doing a Google search and finding that the link goes to a site that's been taken offline).

    You can usually still find the article if you search the database directly. Take a look at our Search Troubleshooting page for more help.

  • I'm trying to play a video in Films on Demand or Just for Kids but it's not working. What's the problem?

    Infobase offers troubleshooting tips in their Support Center.

    Still having issues? Contact the NC LIVE Help Desk for troubleshooting assistance!

NC LIVE Resources

  • How do I watch Films on Demand videos on my smart TV or mobile device?

    1. Search for "Films on Demand" in the Google Play or App store.

    2. Download the app onto your mobile device/ smart TV.

    3. Open the app and log in with your personal account or your library's generic account. If you need your library's generic account information, please contact the NC LIVE Help Desk. Logging in with a personal account allows you to create playlists and favorites.

    More detailed instructions are available on the Films on Demand Support page.

    Detailed instructions for Apple devices.

    Detailed instructions for Android devices. 

  • How do I read or download an ebook from the HomeGrown Ebook Collection?

    Titles in the HomeGrown Ebook Collection are always available to any library user--with no waiting and no limits. That means there is no need for a holds list, checkout limits, or returns.

    For the best experience, NC LIVE recommends accessing the HomeGrown Ebook Collection using the latest version of Google Chrome or Safari. These browsers are both available as a free download. You can still access the collection in other browsers, but you may encounter technical issues.

    Reading a book in your browser is easy, and you don't even need to create an account. Simply select the book you would like to read and click on "Read" from the menu beside the book cover. On your computer, you can turn the pages by clicking on the arrows in the upper right corner. On a touchscreen device, simply swipe to turn the page.

    If you have an iPad, Kindle Fire, or an Android tablet, you can download a title to read it offline. The BiblioBoard Library app is available for iPad®, Kindle Fire HD®, Nexus tablets® and Galaxy Tab® (4.0+) mobile devices.

    Note: You must create an account on the BiblioBoard website first before logging into the app. Follow the instructions below:

    Step 1: Visit the BiblioBoard website using the HomeGrown Ebook Collection link.
    Step 2: Click on the "Menu" link in the upper-left corner.
    Step 3: Click "Don't have a profile? Create Yours Now!" and create your own user account. (After filling in a username and password, you will be shown "Your Libraries." You should see your library's name listed with a checkmark next to it. Scroll down and click "Done.")
    Step 4: Scroll down to the bottom of the page to the footer, and find the section labeled "We have an app for this!"
    Step 5: Download the Biblioboard Library app from the Apple, Google Play, or Amazon app store and login using the account information created in step 3.

     

  • hoopla is asking me for a username and password. Why do I need an account?

    hoopla requires individual user accounts in order to access the content, even from within the library building.

    Steps for User Registration- If you don't already have a hoopla account-
    1) Users will need to register for an account before accessing NC LIVE content on hoopla.
    2) Enter an email address.
    3) Select library as “NC LIVE”.
    4) Enter your library card number and add "NC" at the end, for example "2000385723NC".

    Steps for User Registration- If you are a student- 
    1) Visit hoopladigital.com or open the app.
    2) Register with your student email address.
    3) Choose NC LIVE as your library.
    4) Enter any number you like in the library card space.

    Steps for User Registration- If you already have an account with your library-
    1) Visit hoopladigital.com or open the app.
    2) Log in with your existing email address.
    3) Click on settings.
    4) Choose NC LIVE as your library.
    5) Enter your library card number and add "NC" at the end, for example "2000385723NC".

  • LearningExpress Library and PrepSTEP keep asking me for a username and password. Why do I need an account?

    LearningExpress Library Complete and PrepSTEP Academic require individual user accounts; the first screen you will see when you access this resource asks for a username and password, even from within the library building. It is easy to create your own account with just an email address and password.

    Learning Express Library is an interactive career and test prep resource that provides you with instant online test scoring, records your customized analysis of your strengths and weaknesses, and makes personalized recommendations. If you do not finish the test in the allotted time, you have 30 days to complete the tests. All of your answers are saved in "My Account," which ensures complete privacy.

     

  • Which resources have mobile apps?

    The following resources have mobile apps:

    • Data-Axle Reference Solutions
    • Ebooks on EBSCOhost
    • Films on Demand Video collections
    • Gale Resources (Gale Ebooks, Gale in Context: Biography, Gale Literature Resource Center)
    • Homegrown Ebooks Collection
    • Hoopla
    • LearningExpress Library and PrepSTEP
    • Transparent Language Online

    More details and setup instructions can be found here: https://www.nclive.org/librarystaff/discovery-tools 

  • How do I install the Transparent Language mobile app?

    The Transparent Language mobile app must be downloaded from the Google Play Store or Apple App Store. Before using the mobile app, users need to create a username and password on the Transparent Language website. Users do not need to be in the library to do this. Once they create an account on the website, they can use those same login credentials to authenticate the mobile app. (It should be noted that users are not required to use the mobile app on their device and can also use the program though a web browser.)

     

NC LIVE Services

  • Summon FAQs

    Will my library have to pay for Summon?

    No. NC LIVE has negotiated Summon into our agreement with ProQuest. Summon is available to your library at no charge.

    When can I implement Summon?

    If you are interested, you can begin implementation of your instance of Summon as early as November 2017.

    How do I implement Summon?

    You can sign up for a preferred implementation spot using the form linked above.

    What does the NC LIVE Summon deal include?

    Summon, 360Link and E-Journal Portal.

    What if I already have Summon?

    Contact your ProQuest representative with any questions. You will no longer have to pay for Summon beginning January 1, 2018, but it is prudent to contact your rep to discuss any details about your current contract.

    What if I already have another discovery service like EDS or WorldShare?

    You can continue those, or adopt Summon. The choice is up to you.

    Do I have to implement Summon?

    Although Summon is available to all 205 NC LIVE member libraries, whether you choose to adopt it is entirely up to you. Some libraries may not see the value in a discovery service. Other libraries may already have a discovery service that they prefer. Implementing Summon is entirely optional.

    Who currently uses Summon in North Carolina?

    North Carolina libraries like NCSU, Wake Forest and Surry Community College, to name a few, currently use Summon. Also, NC LIVE has used Summon since 2015. The prominent search boxes on all of these webpages are entry points to Summon.

  • OENC FAQs

    OENC Grants

    Are applications accepted for courses not on the list of OENC Courses for Adoption?

    The OENC program has ended and is not currently accepting applications. While the program was operation, NC LIVE curated high quality content for the top 41 courses across North Carolina, however grant funds were open to instructors of any course and subject.

    Do you have a list of who has received grants and which textbooks they have adopted?

    Please see our list of Awarded Grants for examples of materials that have been successfully adopted by North Carolina faculty through the Open Education North Carolina grant program.

    Am I limited to using what is on the OENC Collection? Could I adopt material from another organization or a locally adapted OER?

    The OENC program has ended and is not currently accepting applications. While the program was operation, applicants and participants were not limited to the content in the Open Education North Carolina Collection. We hosted curated content there in an effort to make it easier for instructors to discover and adopt high-quality textbooks quickly. Applicants were welcome to use open materials from any source. Please see our OER Guide for other sources of open educational content.

    I already use an OER in my course. Can I still apply for a grant?

    The OENC program has ended and is not currently accepting applications or distributing grants. While the program was operation, unfortunately, we could not provide grants to instructors who are already using open materials. Our grant funds were designated to incentivize instructors to move their courses from commercial textbooks/products to open materials.

    Are the grants available to individuals only, or can a team of instructors apply?

    The OENC program has ended and is not currently accepting applications or distributing grants. While the program was operation, grants were available to both individuals and teams. An individual who received a grant was awarded $1,000. Teams may have received a slightly larger sum depending on their application, but could expect to receive at least $1,000 to split amongst themselves.

    How long do I have to commit to using OER in my course?

    We asked applicants to estimate how many sections of the course they (and their collaborators, if they have collaborators) would teach using OER over the next two years. However, you were only required to commit to using OER in your course for one semester. If you decide after that semester that you would like to return to using a commercial textbook, you are free to do so.

    Is there any effort to make OERs a part of a local QEP initiative?

    We are not aware of any current efforts, but we encourage this idea!  

    Once I apply, how long will it take to receive a decision on my application?

    The OENC program has ended and is not currently accepting applications or distributing grants.  

    When will I receive the grant payment?

    Recipients will receive their funds after their first semester of open textbook implementation, upon completion of the end-of-semester survey.

    How were these grants funded?

    NC LIVE and three of its Communities of Interest (the UNC System, NC Community College System, and NC Independent Colleges and Universities) provided funding for the OENC grants.

    OENC Collection

    Are the materials in the OENC Collection ADA and WCAG compliant? Are there VPATs available for the material in the hub?

    Open educational materials come from a variety of sources and may or may not be ADA compliant. NC LIVE is committed to accessibility and is currently developing documentation about the accessibility of content in the OENC hub.

    Does OpenStax offer print copies in color?

    All OpenStax textbooks are available in print. Print versions are full color and bound with a hard cover. 

    Can locally created ancillary materials be added to the OENC Collection?

    We added some curated content to our hub. High-quality, locally created ancillary materials would be great candidates for this!  

    Will OENC facilitate collaborative creation of ancillary materials or textbooks across institutions?

    We do not coordinate these activities at this time.

    Additional Questions

    Still have questions? Please Contact Us!

  • Hosted Proxy FAQs

    Are EZproxy logs or usage statistics available?

    EZproxy logs can be made accessible to libraries using NC LIVE Hosted Proxy. Please contact the help desk to fill out a consent form (library director signature required) and gain access to EZproxy logs.

    How long does implementation of Hosted Proxy take?

    Implementation takes about 4-6 weeks.

    What resources am I responsible for?

    Libraries are only responsible for locally subscribed resources. NC LIVE manages stanzas and proxy access for all NC LIVE resources.

    What is the cost of Hosted Proxy?

    Free! There is not cost for member libraries to implementing and use NC LIVE Hosted Proxy.

    Where do I update local resource stanzas?

    Resources are updated using ProxyAdmin (https://proxyadmin.nclive.org/). Users login with the user name (not email) and password created at implementation. Need a refresher on how to use ProxyAdmin? Check out the video under "Need Training" on the NC LIVE Hosted Proxy page (https://www.nclive.org/about/projects/hostedproxy).

    What is my library's proxy configuration (link to configuration page)?

    Current library proxy configurations are available on the Proxy Configuration page (https://www.nclive.org/librarystaff/proxyinfo). Please note this page is based on your IP address so the page must be viewed within your library.

    What authentication methods are supported? (SIP, Shibboleth, LDAP, III)

    NC LIVE Hosted Proxy is compatible with most authentication methods, including though not limited to: SIP, Shibboleth, LDAP, Innovative Interfaces Incorporated (III), SAML. If your preferred authentication method is not listed, please contact help@nclive.org and we can confirm if it is compatible with NC LIVE Hosted Proxy.

    What version of EZproxy is used and is it by port or name?

    NC LIVE uses the most recent version of EZproxy and it is configured by host name.

    Troubleshooting

    • After adding/editing/removing stanzas, click 'export'
    • Once the proxy server has restarted, test access to the proxy server and resources
    • If the proxy server fails, remove the recently added stanza(s) and restart the proxy server (export)
    • Review the entered stanza:
    • are all lines correct
    • verify an 'includefile database/example.txt' line is not present. Remove if one is.
    • contact the resource vendor to verify the stanza is correct
    • Enter the revised stanza and restart the proxy server
    • Repeat as needed

  • Website Service FAQs

    What is the cost of the website service?

    The Website Service is a one time cost of $300 for NC LIVE Libraries.

    How long does it take before we can launch a new website?

    Many libraries are able to launch a new site in around two months. This time will be extended if new content is created or extensive restructing of the website and link architecture is completed (e.g. what links are included in main and sub menus and how pages link to each other).
    If migrating to LibGuides for website management along with implementing the Website Service, plan for around 4-6 months.

    Can our current website be used with the Website Service?

    The Website Service can only be used with a LibGuides website. If you are using another website service, such as WordPress or YouSeeMore, all content would need to be migrated to LibGuides first.

    How is the content on the new site created and who is responsible for it?

    The content for the Website Service is created and maintained by you! Each library is responsible for the content on the site. The Website Service only provides a design template.

    Are statistics available for our site once we move to the NC LIVE Website Service?

    Statistics for LibGuide pages are available under "Statistics" in the LibApps Admin Portal. Libraries with some technical experience may also consider implementing Google Analytics or Google Tag Manager to track statistics. These methods require adding a small amount of code to the Custom CSS provided with the Website Service.

    Can I reuse content from my current LibGuides site?

    Yes, however we do recommend you use the preview aspect of the implementation tool to see how your current pages will look with the new design so you can easily identify any changes that may be needed.

    Does the website service meet accessibility guidelines?

    The Website Service strives to meet W3C Web Content Accessibility Guidelines level AA

    What if I need technical assistance?

    The Website Service Best Practices Guide contains guidance on many popular questions and issues. Still stumped? Contact us.

     

Ebooks

  • Are NC LIVE ebooks downloadable?

    Yes! Many of NC LIVE’s ebooks are downloadable.  You can find these downloadable titles by searching or browsing within the following ebooks collections. Downloadable titles are marked with a special link or icon.

    To download an Ebook Central ebook on an Apple or Android device, you'll need to use Adobe Digital Editions and create an Adobe ID. 

  • Are there limits to how many users can view or download the same ebook at the same time?

    Most NC LIVE ebooks have no holds and no simultaneous user limits, but a few collections do have limitations.

    Collection Usage limits
    ABC-CLIO E-book Collection Unlimited users
    Credo Reference - Complete Core Unlimited users
    Ebook Central Academic and Public Library Complete Unlimited users
    Ebook Central Permanent Collection (formerly MyiLibrary) Maximum of three users per title for viewing and downloading
    eBooks on EBSCOhost One user per copy; many titles have multiple copies (usage limits = concurrent user level)
    Gale Ebooks Unlimited users
    HomeGrown Ebooks Collection Unlimited users
    hoopla ebooks One user per copy; many titles have multiple copies
    Open Library One user at a time for every title
    SIRS Discoverer Unlimited users

     

  • How do I read or download an ebook from the HomeGrown Ebook Collection?

    Titles in the HomeGrown Ebook Collection are always available to any library user--with no waiting and no limits. That means there is no need for a holds list, checkout limits, or returns.

    For the best experience, NC LIVE recommends accessing the HomeGrown Ebook Collection using the latest version of Google Chrome or Safari. These browsers are both available as a free download. You can still access the collection in other browsers, but you may encounter technical issues.

    Reading a book in your browser is easy, and you don't even need to create an account. Simply select the book you would like to read and click on "Read" from the menu beside the book cover. On your computer, you can turn the pages by clicking on the arrows in the upper right corner. On a touchscreen device, simply swipe to turn the page.

    If you have an iPad, Kindle Fire, or an Android tablet, you can download a title to read it offline. The BiblioBoard Library app is available for iPad®, Kindle Fire HD®, Nexus tablets® and Galaxy Tab® (4.0+) mobile devices.

    Note: You must create an account on the BiblioBoard website first before logging into the app. Follow the instructions below:

    Step 1: Visit the BiblioBoard website using the HomeGrown Ebook Collection link.
    Step 2: Click on the "Menu" link in the upper-left corner.
    Step 3: Click "Don't have a profile? Create Yours Now!" and create your own user account. (After filling in a username and password, you will be shown "Your Libraries." You should see your library's name listed with a checkmark next to it. Scroll down and click "Done.")
    Step 4: Scroll down to the bottom of the page to the footer, and find the section labeled "We have an app for this!"
    Step 5: Download the Biblioboard Library app from the Apple, Google Play, or Amazon app store and login using the account information created in step 3.

     

  • Does NC LIVE offer ebooks that are compatible with the Kindle?

    NC LIVE ebooks are not fully supported for download on Kindle devices, although some ebook collections offer unprotected PDFs that can be downloaded to a Kindle, such as Gale Ebooks.

    If you have a Kindle Fire, you can read NC LIVE ebooks in the browser while connected to Wi-Fi.

    In eBooks on EBSCOhost, you can send up to 60 pages of an ebook in PDF format to your Kindle device. See these links for instructions:

    How can I print or save EBSCO ebook pages as a PDF?

    How can I send saved EBSCO ebook pages in PDF format to my Kindle device?

    Your library may have ebook titles available for downloading to a Kindle, through a vendor such as OverDrive. Contact your local library to see what Kindle-compatible ebooks may be available.

    You can also find free, downloadable titles for your Kindle from Project Gutenberg.

     

Videos

  • How do I watch Films on Demand videos on my smart TV or mobile device?

    1. Search for "Films on Demand" in the Google Play or App store.

    2. Download the app onto your mobile device/ smart TV.

    3. Open the app and log in with your personal account or your library's generic account. If you need your library's generic account information, please contact the NC LIVE Help Desk. Logging in with a personal account allows you to create playlists and favorites.

    More detailed instructions are available on the Films on Demand Support page.

    Detailed instructions for Apple devices.

    Detailed instructions for Android devices. 

  • I'm trying to play a video in Films on Demand or Just for Kids but it's not working. What's the problem?

    Infobase offers troubleshooting tips in their Support Center.

    Still having issues? Contact the NC LIVE Help Desk for troubleshooting assistance!

  • Do libraries and schools have public performance rights for Films on Demand and the NC LIVE Video Collection?

    Yes! Public performance rights are included with the Films on Demand subscription and for NC LIVE's owned videos in the NC LIVE Video Collection.

    These videos can be exhibited in class, in the library, or remotely to students, faculty, patrons, and community members, provided the library or any other exhibitor does not charge an admission fee or derive monetary gain.

     

For Library Staff

  • I'm having trouble with the NC LIVE website or accessing resources.

    If you are experiencing difficulties using the NC LIVE website or accessing resources, it may be helpful to check your IP and your browser's JavaScript and cookie settings.

    JavaScript is not required to use the NC LIVE website, but provides a few additional usability enhancements. Some of our resources require JavaScript. Cookies are required to validate your login unless you are on a library computer.

  • Where can I find a list of NC LIVE resources searchable in Summon?

    You can find an Excel Spreadsheet of all NC LIVE databases and their status in Summon on the NC LIVE Title Lists page. Look for the file at the top of the page called: "NC LIVE Databases A to Z List."

    What resources are included in the "NC LIVE Catalog" in Summon and EDS?

    • ABC-CLIO
    • Chadwyck-Healey Poetry Collections
    • Ebooks on EBSCOhost
    • Hoopla ebooks and audiobooks 
    • Just for Kids Streaming Collection (coming soon)
    • LearningExpress Library and PrepSTEP Academic 
    • NC LIVE HomeGrown Ebooks Collection

  • Which NC LIVE resources require the creation of a personal account in order to use the resource?

    The following NC LIVE resources require the creation of a personal account:

    • hoopla
    • LearningExpress Library and PrepSTEP Academic

    The following NC LIVE resources recommend personal accounts for the optimal use of the resource, but they are not required:

    • Ebook Central Academic and Public Library Complete
    • eBooks on EBSCOhost
    • HomeGrown Ebooks Collection (BiblioBoard Platform)
    • Transparent Language

  • Where can I get materials to promote NC LIVE at my library?

    You can find materials to promote NC LIVE on the Shared Promotional and Instructional Materials Guide.

  • What resources have custom URLs in Summon Admin?

    • Ebook Central Academic Complete
    • Ebook Central Public Library Complete
    • Films on Demand
    • Gale Ebooks
    • Gale Literature Resource Center
    • Gale in Context: Biography
    • Just For Kids Streaming Video Collection

  • I want to create an admin account for a specific NC LIVE resource.

    Libraries can obtain institutional-level administrative accounts from the following vendors.

Still need help?

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