Technical Support

Britannica supports schools, universities, and libraries to ensure that they receive the most from their Britannica subscription. If your institution encounters any technical difficulties, please contact Britannica Technical Support for assistance in resolving the problem.

Call us on (+61 2) 9915-8800
or
Email on bol@eb.com.au

Frequently Asked Questions

1. Subscription Questions
What is the cost of a subscription?
How do educational institutions access Britannica Online?
How do I renew my subscription?

2. Assistance with Access
Why can't I access Britannica Online?
How do I set a cookie on a workstation so that I do not have to log in with the username and password each time I want to access Britannica Online?
How do I enable my workstation's browser to accept cookies?
How do I clear my browser?s cache and delete cookies from my workstation?
Every time I access Britannica Online I have to log in again. Are cookies being deleted from my computer?

3. Britannica Product Inquiries
Where can I find pricing and descriptions of other Encyclop?dia Britannica products?
Does Britannica provide training materials for Britannica Online?

4. Other Frequently Asked Questions

1. Subscription Answers

What is the cost of a subscription?
Subscriptions are available to educational institutions, and pricing is based on the number of users. Please contact our Sales Office at (+61 2) 9915-8800 to determine your institution's price. Or you can request site license information online via our Online Site License Form.

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How do educational institutions access Britannica Online?
Once a site license has been purchased, Britannica enables access in one of two ways:
We can enable access based on a range of IP addresses.
If your institution does not own a range of IP addresses, Britannica also offers access using On-Site Non-IP Authentication or Remote Access Authentication.
Britannica's On-Site Non-IP Authentication provides access for authorised users at subscribing institutions that do not own a fixed range of IP addresses. A confidential username and password are assigned by Britannica and provided to the institution's system administrator. Each workstation within the institution is then authenticated with a Britannica cookie set on the machine by the institution's system administrator. Access from those workstations is thereby enabled for the life of the subscription, and users will not receive any prompts for username or password.

Britannica's Remote Access Authentication provides access for authorised users whose IP addresses are not within the subscribing institution's range of IP addresses - e.g., for distance learning or off-campus use. A username and password are assigned by Britannica and provided to the institution’s system administrator, along with HTML code to create a remote access button. This button is to be created on a secure Web page requiring authentication within the institution’s Web site (e.g., by a valid student/faculty ID number). Remote users must first be authenticated by the institution the institution's secure Web page before reaching the Remote Access button. Authorised users can then click on the remote access button to access Britannica Online.

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How do I renew my subscription?
Please contact Britannica (+61 2) 9915-8800 to speak to a representative about renewal.

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2. Assistance with Access Answers

Why can't I access Britannica Online?
Britannica Online is a subscription site, so only institutions with a site license are able to access the Britannica Online database and complete line of special features. Please check with your system administrator to verify that your institution's subscription is active.

If your institution is an active subscriber and you don't believe the problem is with your institution's Internet access or browser, please contact Britannica Customer Support by telephone (+61 2) 9915-8800, and a Support Representative can help diagnose the problem.

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How do I set a cookie on a workstation so that I do not have to log in with a username and password every time I want to access Britannica Online?
To enable permanent access on a workstation, go to the Store Password Page and log in using the username and password assigned by Britannica. The Store Password Page will access Britannica Online, and automatically set a cookie on the workstation for future access. Please note, the workstation’s browser must be set to accept cookies for this service to operate correctly. For information on enabling your browser to accept cookies, click here.

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How do I enable my workstation’s browser to accept cookies?
To enable cookies using Internet Explorer (version 7.0 and greater):

From the toolbar, select Tools > Internet Options.
In the Internet Options dialog box, choose the "Privacy" tab.
From the Privacy tab, drag the slider for the Privacy Settings to "Low."
Click "OK" and restart Internet Explorer.

To enable cookies using Firefox:

From the Toolbar, click on 'Tools' > Options.
In the Options dialog box, click on the 'Privacy' button.
From the Privacy menu, put a checkmark in the box next to 'Accept cookies from sites'
Click "OK" and restart Firefox.

To enable cookies using Safari:

From the Toolbar, click on 'Safari' > Preferences.
In the Options dialog box, click on the 'Security' button.
From the Security menu, find the "Accept Cookies" section, then put a mark inthe circle next to "Only from sites you navigate to"
Close this window and restart Safari.

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How do I clear my browser's cache and delete cookies from my workstation?
If your institution is an active subscriber but you cannot access Britannica Online, you may need to remove a Britannica cookie that has been previously stored on your computer. To remove the Britannica cookie, please click this link: Disable Britannica Cookie. Then, please enter your username and password to log in.

If you are still unable to log in, and you believe a Britannica cookie that was previously stored on your computer is still active, please follow the instructions below for deleting the cookie from your browser.

For Windows users:

For Windows Vista and Windows 7:

Double-click the C: drive and find the following Directory:
C:\Users\USER NAME GOES HERE\AppData\Roaming\Microsoft\Windows\Cookies
Double-click the "Cookies" folder.
Look for any cookies that look like this: yourlogin@eb.txt or yourlogin@eb[1].txt (where yourlogin is your log-in ID). Please note that you may also see a cookie with a '2' in the brackets of the filename (e.g., yourlogin@eb[2].txt).
Delete any and all of those cookies.
Close the "Cookies" folder. Close any browsers that you may have had open (this removes any session cookies).
Open a new browser window and point it to: http://school.eb.com.au or http://library.eb.com.au

For Windows XP
Double-click the C: drive.
Double-click the "Documents and Settings" folder.
Double-click the folder that corresponds with your user account.
Double-click the "Cookies" folder.
From the "View" menu at the top of the window, select "List.
Look for any cookies that look like this: yourlogin@eb.txt or yourlogin@eb[1].txt (where yourlogin is your log-in ID). Please note that you may also see a cookie with a '2' in the brackets of the filename (e.g., yourlogin@eb[2].txt).
Delete any and all of those cookies.
Close the "Cookies" folder. Close any browsers that you may have had open (this removes any session cookies).
Open a new browser window and point it to: http://school.eb.com.au or http://library.eb.com.au

For Macintosh users:
Please follow these instructions to clear your browsers cache:
Click on "Explorer" (OS X or higher).
Choose "Preferences."
Scroll down to "Advanced."
Click "Empty now" in the Cache section.
Click "OK."

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Every time I access Britannica Online I have to log in again. Are cookies being deleted from my computer?
Once a computer has been logged in, students should not be prompted to log in again. If students are asked repeatedly to log in on the same computer, the cookies are probably being deleted.

If the institution provides individual network log-in accounts for each student/patron, Britannica recommends that the institution set up the network profiles so that cookies can be shared between accounts.

If institution computers are set up to delete cookies periodically, then their Britannica cookie will be deleted. If possible, set up the computer so that the Britannica cookie is not deleted.

Institutions using DeepfreezeTM, FortressTM, or other security software products that refresh computers frequently may also be deleting the Britannica cookie. Britannica recommends including the institution Britannica cookie within the DeepfreezeTM refresh itself, so that the computer will automatically be logged in when it is refreshed.

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3. Britannica Product Inquiries

Where can I find pricing and descriptions of other Encyclopædia Britannica products?

Please call (+61 2) 9915-8800 to speak to one of our representatives or visit www.britannica.com.au

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Does Britannica provide training and training materials for Britannica Online?
Yes please visit our training web page for more details.

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4. Other Frequently Asked Questions

Q1. What is an IP?
A. In full IP stands for Internet Protocol address. This is a Number that uniquely identifies each computer on the Internet. A computer's IP address may be permanently assigned or supplied each time that it connects to the Internet by an Internet service provider. An example of what an IP address looks like is 123.45.63.70. You can find out your IP by going to the following website http://whatismyipaddress.com/

Q2. What is a Secure Website?
A. By "secure", we mean a Web page that requires a visitor to log in to your institution's Web site before accessing the page.

Q3. What is the difference between the URL with http:// and the URL with https://?
A. Hypertext Transfer Protocol Secure (HTTPS) is a combination of the Hypertext Transfer Protocol with the SSL/TLS protocol to provide encryption and secure identification of the server. HTTPS connections are often used for payment transactions on the World Wide Web and for sensitive transactions in corporate information systems.

Q4. Why do I need to open Port 180?
Please also note that if you have a firewall, port 180 must be open and available to communicate with incoming data. Port 180 is a standard for accessing Web sites via IP authentication.

Q5. What are the Browser Requirements to Run Britannica Online?
Britannica Online recommends using one of the following Internet browsers.
* Microsoft Internet Explorer™ versions 8.0 or higher
* Firefox™ versions 6 or higher
* Safari™ versions 5.x.x or higher

Q6. Which Multimedia Plug-in Software is best to use?
To enjoy the audio and video clips included in the content in Britannica Online, the following software plug-ins are required. These plug-ins are generally in place on most computers, but they can also be downloaded from the Internet for free.
* Microsoft Media Player™ versions 9.0 or higher
* Apple QuickTime™ version 7.0 or higher
* Macromedia Flash Player versions 10.0 or higher
* Macromedia Shockwave Player version 11.0
*Adobe Acrobat Reader version 7.0 or higher

Q7. What Should the Firewall Settings be?
To view the videos and multimedia available on Britannica Online, in addition to having the correct plug-ins,institutions also must have the proper network settings. Network settings may need to be modified by the institution’s technical support staff.
If you are having difficulty viewing Britannica’s videos, please instruct your institution’s technical support staff to allow the institution to access http://help.eb.com on the following network port numbers: 80, 1755, 554, and 7070.

If you have a question that is not here please contact us by email bol@eb.com.au or your email account manager directly.

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