Oregon State Employee Information Center

Getting Started

Troubleshooting Tips

Assistance with databases or research: 503-378-8800, or library.help@library.state.or.us

When you attempt to register, it can't find your email address.

You have registered, but haven't received a confirmation email message.

Your email address is not of the 'state.or.us' variety, you are an agency contractor who doesn't have a state address, or your agency doesn't allow you to use your state email address.

When you attempt to login to a database, it fails and says "That username or password was incorrect. Please try again".

When you attempt to login to Order Borrow Renew, it fails and says "Password Incorrect".

You are using a bookmark/favorite to access Books 24 x7 or Loislaw and you are continually asked for another username/pin.

You are being denied access to a database, but you are not getting the message "That username or password was incorrect"..

You have utlized some of the suggested tips, but you are still seeing the same web content.

When you attempt to register, the system can't find your email address.

  • Sometimes, agency email directories do not synchronize with the state email directory. Please check with your mail administrator to fix this.
  • Almost every state employee has an alternate email address with the format using '@state.or.us'. Your agency may use something like '@doc.state.or.us', '@odot.state.or.us', or '@das.state.or.us'. If you find your email address in the lookup and it uses the format '@state.or.us', choose this. It is an alias to your specific agency address and will work for the purpose of registration.

You have registered, but haven't received a confirmation email message.

  • The confirmation email may have been caught in your email program's junk or spam filter. Some agency mail servers catch specific types of email in their spam filters. If you have not received the confirmation email message, please contact us.

Your email address is not of the 'state.or.us' variety, you are an agency contractor without a state address, or your agency doesn't allow you to use your state email address.

  • If you are using a non-standard email address or your agency doesn't allow you to use your state email address, you can still register. Please contact us and we will get you registered. In some cases, you can use a personal email address.

When you attempt to login to a database, it fails and says "That username or password was incorrect. Please try again".

  • Check your username and pin. The format should be something like john.h.smith107 : 2354. There are always 3 digits at the end of the username and the PIN is always 4 digits. It is case insensitive.
  • Your account may have been flagged for deletion from the database. Occasionally, the state directory may reflect a change in your email address. After several comparisons with our user database, the address will be flagged for deletion. Contact us and we will reactivate your account.
  • If you have your browser set to remember passwords, it may have logged a different or incorrect PIN for the database login. If your browser is set to 'auto-fill' the PIN, try manually entering the PIN

You are being denied access to a database, but you are not getting the message "That username or password was incorrect".

  • Make sure that your web browser is accepting Cookies. In Internet Explorer, go to Tools-Internet Options-Privacy. The slider should be set to 'Medium'. You can modify the setting by moving the slider. In Firefox, go to Tools-Options-Privacy. The box 'Accept cookies from sites' should be checked.
  • It is possible that the vendor providing access to the database has modified something or is temporarily down. Please contact us.

You are using a bookmark/favorite to access Books 24 x7 or Loislaw and you are continually asked for another username/pin.

  • You must access these databases from the State Library database page. You can then bookmark that page or the link to the specific database.
  • You may have previously used a different access to Loislaw. Please delete any of that information and use the tip provided above. All access is now through the database page or directly at LoisLaw login. In addition, your web browser should be configured to 1) allow pop-up windows, 2) allow cookies for sessions and allow persistent cookies, and 3) allow Javascript with no restrictions. If you need help making these changes, please contact us using the contact information above.

When you attempt to login to Order Borrow Renew, it fails and says "Password Incorrect".

  • The database for access to Order Borrow Renew must synchronize with the general user database every 3 hours, starting at 4 a.m. If you have recently registered for services, and your attempt to login to Order Borrow Renew fails, you may need to wait for the next database synchronization. In some cases, we will update the database on request.
  • Please read the general information about database login problems.

You have utlized some of the suggested tips, but you are still seeing the same web content.

  • You may need to clear the cache in your web browser. In Internet Explorer, this is done in Internet 'Options-General-Delete Files'. Then use your browser refresh/reload button to bring up the fresh content. In Firefox, this is done in 'Tools=Clear Private Data-Cache'.
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