Frequently Asked Questions
Bestsellers Club FAQs
- How may I get more books by a particular fiction writer?
- When you sign up for the Bestsellers Club and select the authors you want to read, then reserves ("holds") will automatically be placed on their new books for you. This way you will never miss out on a new book.
- What titles are included?
- This program applies to new hardcover fiction titles only. If Tom Clancy writes a new fiction story, it will be included; if he writes a non-fiction history of submarine warfare, it will not. You would have to place a reserve in the old-fashioned way.
- Is there a fee?
- The only charge is our standard $0.50 reservation fee per item "on hold" for you.
- How do I join?
- To join, download a form from our Bestsellers page!
Email Notification FAQs
- What is email notification?
- Email notification is an optional way for you to be notified that items you have checked out are overdue and items you have requested be held for you have arrived for pickup. Please be aware that this service replaces paper notices. If you are unable to check your email regularly, this service may not be right for you.
- Will I get “junk” email or “spam” if I sign up for this service?
- Upland Public Library considers all your information to be private and confidential. We do not release or sell any of your information, including name, address, phone number or email address, without an appropriate legal court document. If you sign up for email notification, we will use your email address only for City/UPL notices and mailings.
- What if I don’t like getting notices by email? How do I change back to receiving paper notices?
- If you find that you prefer receiving paper notices, you can change back easily. You just need to call the Library or stop by our circulation desk and ask a staff member to switch your account back to paper notices. We will need to give you the paper notice form and have you fill out ALL information on the form.
- When will my email notices be sent?
- Email notices are automatically delivered by our system between 7 and 9 a.m. each morning. Email reminders and overdue notices will run everyday that the Library is open. Hold notices will run Monday through Thursday.
- What are “reminder” notices?
- Notices that are sent two days before an item is due reminding you of your due date. There will also be a link in your email to CITRUS, our online catalog, and instructions for logging in and renewing your materials online.
- Can I receive “reminder” notices through the mail?
- No, due to the cost of sending out paper notices, we are only able to offer this service to those registered for email notification.
- What will my email look like?
- All notices will show in your inbox as from "email@example.com" and the subject line will read “Library notice.” The email notices will list your name and the titles you have on hold for pickup or the items that are overdue.
- What happens if I forget to update my email address with the Library?
- If we send out an email that bounces back to the Library as undeliverable, we will remove the email address from your account and send paper notices until we receive an updated email address from you.
- What if my account screens for bulk or junk mail?
- If you are not receiving your email notifications from the Library, it is possible that your email provider designates Library notices as “junk mail” and sends these to a junk mail folder. You will need to contact your local Internet Service Provider and ask for instructions on how to allow notices from firstname.lastname@example.org to be on their “safe” list or to be delivered directly to your Inbox.
- Can I have my notices sent to multiple email addresses?
- Yes, just list each email address on the form when signing up.
- Can I have email notices sent for my child’s (under 18) account?
- Yes, but your child must have you present with your photo I.D. to change their account to email.
- Still have questions about email notification?
- Download a Brochure (pdf) or call us at (909) 931-4200.
Library Catalog FAQs
- What is a library catalog? How do I access the library catalog?
- A library catalog is a special online list of materials that you may read, view, hear, and/or borrow from the library. Library materials may be in the form of print or digital books, audiobooks, movies, music CDs, magazines, or newspapers. You can search for a specific title or author, or look up topics to find relevant items. With the Upland Public Library's online Library Catalog, you can search our collection, renew books, check your account information, and even place a book on "hold."
To access the catalog, click on the Search Catalog button at the top of any Library webpage, and you will then enterour catalog. You may search our catalog without logging in. However, if you want to view your account information, renew material, or put books on hold, you will need to login to My Account first.
- How do I login? What is my PIN?
- Click on the red Search Catalog/Renew Items button above.
Select Login/Register from the My Account pull-down menu.
Type your Upland Public Library card number (14 digits) and personal identification number (PIN), then click the Login button.
After you log in, you can set up a personalized username, which you may use to login instead of your library card number.
Library Card Number: Enter your 14-digit library card number with no spaces
PIN: Default PIN is the last 4 digits of your phone number on record at the Library(NNNN)
- What is My Account?
- My Account provides online access to your library card account. Once you login to My Account, you have access to your checkout list, your "Hold" requests for specific titles, your Saved Searches. You can set up My Account to retain your personal borrowing history.
- How do I renew my books?
- If all you want to do is renew your materials, just click on the Link below and it will take you to our Online Catalog. Then login by entering your card number and PIN (last 4 digits of phone #). Next, select the materials you want to renew.
You can also call the automated renewal phone line: (888) 388-0664. To access your library account, you must enter your library card number and PIN.
Please make note of your new due date(s). Materials will not renew for the following reasons:
- Someone else has placed a hold on the title.
- You have reached the maximum number of renewals. Most items may be renewed twice; some types of items, such as test books, may not be renewed due to high demand.
- Your account may have too many overdue items or accrued fines or bills.
- If you decide to renew your materials after you are already in our catalog, just click on the MyAccount link, then select Renew my Materials. You may be prompted to enter your card number and PIN if you have not previously logged in.
- What if I still need more help with the Library Catalog?
- While using the Library Catalog, try clicking Help on the right end of the green toolbar. You can also call the Library during open hours at (909) 931-4205.
During closed hours, click on Library Info on the left side of the green toolbar, and select <Ask Us. At the registration screen, you can either log on with your library card number and PIN, or select Guest. Please enter your contact information carefully so that we can respond in a timely manner.
Online Databases FAQs
- What are online databases?
- The online databases acquired by the Library are compilations of articles that are originally printed in books, magazines, journals, and/or newspapers from reputable, nationally known publishers. Because these databases are online, you can search these databases inside or outside the Library.
- What kind of information can you find in an online database?
- You can find current news and in-depth information for work, school, or your own personal gratification, on a wide variety of topics. For example:
- company histories
- financial news
- book reviews
- factual trivia and statistics
- court decisions
- health news
- historical accounts
- primary source documents
- product reviews and comparisons
- literary criticism
- public policy
- Who uses online databases?
- Anyone who needs to find current or historical information efficiently:
- Consumers and investors who want to make intelligent purchases
- Potential, new, and established business owners
- Students, scholars, and anyone who needs to make a persuasive argument
- Trend watchers looking for new opportunities
- Job applicants researching potential employers
- Hobbyists, tinkerers, and general seekers of knowledge
- Why not just search the Internet?
- These online databases save you time and money by pulling together the information you need. Organized by subject and reading audience, much of this information is not freely available on Internet sites, but instead come from reference books and articles in magazines, journals, and newspapers, originating from qualitative publishers and news distributors. Each article cites a publishing source and date. Because these databases are electronically available, you can search for information even when the Library is closed. For your convenience, you can print or email search results to yourself.
OverDrive Digital Books FAQs
- What is in the OverDrive Digital Books collection?
- Bestsellers, classics, self-help, business, legal books, and other fiction and non-fiction.
- Digital ebooks are downloadable to a Mac or PC, SmartPhones, and most PDAs. They are presented in either Adobe or Mobipocket format.
- Digital audio books may be downloaded to portable audio players, PCs and/or burned to CDs (depending on the publishing rights), and are presented in Windows Media format, accessed via the OverDrive Media Console.
- What are the lending policies for digital books?
- Starting March 15, 2010, only AV Club members may download the OverDrive books in the Southern California Digital Library.
- A total of five titles may be checked out at any given time.
- You can set your loan period as 7 days or 14 days.
- A total of ten titles may be on hold at any given time.
- A total of five titles may be kept in your Bookbag for 30 minutes each.
- Digital books are returned automatically at the end of 14 days; only Adobe eBooks may be returned earlier.
- Renew a borrowed title by placing a hold on the title after checkout. If you are the only person on the waiting list, you may borrow the title again after the lending period expires. If there are other users on the waiting list, he/she will be added to the list and will receive an email when the title is available to borrow.
- What portable devices and systems are supported?
- Adobe Reader runs on many Windows and some Macintosh computers, as well as on many PDAs.
- Mobipocket runs on Windows computers, as well as SmartPhones and most PDAs.
- In order to use OverDrive Audio Book titles on a device, the device must either support the bit rate of 32kbps or be able to transcode 32kbps files to a supported bit rate. You can test the functionality of your device at the OverDrive Device Resource Center (click on the website button below), which also lists both known supported and incompatible audio devices. (The Apple iPod is not supported because it does not enable the licensing required by publishers. Some Palm devices may be enabled by a third-party application, Pocket Tunes, which is not free.) You may use the "Plays For Sure" website as a reference, but again, check that your device can play audio files encoded at 32kbps for audio books.
- Library staff may not make recommendations of equipment for purchase.
- How do I select digital books for reading or listening?
- Browse and search the digital books collection at OverDrive. You may browse fiction or non-fiction, or you may search by keyword, title, author, format, and more.
- Add your selections to My Bookbag, then click on Proceed to Checkout.
- Select Upland Public Library from the dropdown menu, and enter your library card number without spaces.
- Click Download to begin the download process.
- Can I place a hold on titles that are checked out?
- Yes. If a digital book is unavailable, it can be added to the waiting list. You will receive an e-mail notification when the item becomes available; it will then be held for 48 hours.
- How do I download an Adobe eBook?
- You must download and install the latest version of the free Adobe Reader software (at least Version 6).
- You must also activate Adobe Reader. Easy Activation occurs the first time you download and open an eBook and will allow access to eBooks on that computer only. Named Activation requires name and e-mail information and allows access to eBooks on multiple devices.
- Adobe Reader should open automatically. When the download is complete, you will be able to read the eBook immediately by double-clicking the clock symbol in the upper right-hand corner.
- eBooks will be stored in the Adobe Reader Bookshelf. Once stored, they can be read offline (without being connected to the Internet).
- How do I download a Mobipocket eBook?
- Download and install free Mobipocket Reader application. Refer to the owner's manual to install PDA applications.
- Mobipocket requires you to register the PID (Personal IDentifier) for up to three devices at the eBook site.
- When the download is complete, click Open.
- All of the downloaded Mobipocket eBooks are accessible from the Library icon.
- Use the Mobipocket Reader Send to PDA option to transfer titles to any supported PDA.
- How do I download an OverDrive digital audio book to my PC?
- You must download and install the free OverDrive Media Console to your PC.
- The first time you use the OverDrive Media Console, you must upgrade the security of your Windows Media Player (must be Series 9 or higher).
- After you click on Download, the OverDrive Media Console will open. Specify a download location (or accept the default file path) and click on OK.
- In the Download Part(s) dialog box, check the box next to each part to be downloaded. When the download is complete, click on Play in the OverDrive Media Console. The OverDrive Media Explorer window will display and the file will play.
- To transfer the file to a portable device, go to the OverDrive Media Console, highlight the desired book, and click on Transfer/Burn.
- Windows Media Player will open; next steps will depend on which version you are using.
- Turn off the "skin mode" if necessary, then choose which parts of the book to transfer and click on Copy or Start Sync.
- How do I burn CDs of OverDrive audio books?
- The publisher of the book must first grant the right to burn to CD. You can find the Digital Rights Information after you click on a book title, at the bottom of a book's description.
- In the OverDrive Media Console, highlight the desired book and click Transfer/Burn. Windows Media Console will open.
- Turn off "skin mode" if necessary and click on Copy to CD or Device.
- Next steps depend on which version of Windows Media Console you are using. Select which part or parts to transfer, then click on Copy to CD or Device or Start Burn.
- Where can I get help with Adobe Reader?
- For help with Adobe Reader, you can open the software application, click on eBooks, then select How to... Read eBooks. You can also find help on the Califa Digital Book Download Center (click on the website button below).
- Where can I get help with Mobipocket Reader?
- For help using Mobipocket Reader, open the software application, click the pull-down menu in the upper left and select Help. More information is available at the Mobipocket Support Home page (click on the website button below).
- Where can I get help with the OverDrive Media Console?
- For help using the OverDrive Media Console, more information is available here.
- Where can I get additional help?
- Click the Help link in the upper right-hand corner of the Califa Digital Book Download Center site.
- What do I do if the Playaway locks up?
- Like any good storyteller, sometimes the Playway just needs a moment to catch its breath. First, turn it on and off. If that doesn't solve the problem, remove and reinsert the battery.
- What does the audio sound like on a Playaway?
- Playaway audio is of equal or greater quality to digital downloads available today.
- How does the Playaway compare to audio on cassette or CD?
- The Playaway is more convenient and easier to enjoy than juggling multiple CDs, cassettes, or a separate player. You can also controlthe speed of the narrator's voice.
- How does the Playaway compare to digital downloads and other forms of on-the-go downloading like cell phones?
- The playaway comes pre-loaded with digital content, so it does not require information transfer fees, subscriptions, memberships, or even an Internet connection. Just plug in your earphones and listen wherever you go.
- Why can't I add, delete or transfer content to or from a Playaway?
- In order to protect the copyrighted works of authors and publishers as traditional books do, you are unable to make copies of the Playaway.
- Can I use the Playaway in my car?
- Yes, each Playaway has a universal headphone jack that can be used with most of the commonly available car adapters on the market, including cassette adapters and FM transmitters.
- Is the Playaway waterproof?
- While the Playaway should not be harmed if it gets splashed, it should not be used under water.
- If the Playaway starts acting funny (skipping, etc.), what can I do?
- While the Playaway should not be serviced by anyone other than certified personnel, simply changing the battery seems to fix most glitches that can occur.
- How much reading time does a battery provide on the Playaway?
- A standard AAA battery that should allow for up to 12 hours of uninterrupted playtime. While this device is in your possession, certain circumstances, such as the length of the recording or the remaining battery life, may make changing the battery necessary.
To determine how much battery life is left in the unit, look at the PLAYAWAY LCD screen which has a small battery icon on it. There are four levels of battery life reflected in the icon. When one bar is left in the battery icon, you have 20% power left.
- How do I change the battery on the Playaway?
- To change the battery, hold the Playaway so that the smooth side is facing you and locate the battery cover at the wide base of the player. Find the slot in the middle of the base and use your thumb or small tool, like a screw driver, to carefully lift up and unsnap the plastic battery cover. Remove the old battery and replace with a fully charged battery, putting the positive side of the battery (side with protrusion) to the right. Snap the cover back into place and continue listening.
- How do I find out what titles the Library has on the Playaway?
- To browse the CITRUS catalog for available Playaway titles:
- Click on the red Search Catalog button at the top of any Library webpage.
- Click on Power Search (below the search box).
- Click on CALL_NUMBER in the Catalog Searches box.
- Type DBP and then press Enter or click on the Search button.
- What is SAM?
- SAM stands for Smart Access Manager. It is an automated system for assigning patrons to available library computers.
- Why is the Library using SAM?
- In response to the overwhelming popularity of its computer resources, the Library has purchased Smart Access Management (SAM) software, which offers new conveniences to the Library’s in-house computer users. Congestion and wait-times in the computer areas will be reduced. SAM also eliminates the need for sign-in sheets.
- How do I sign up for a computer session?
- You need a valid Upland Public Library card (number begins with 2000...) in good standing. Your default PIN is the last four numbers of the phone number on record with the Library: NNNN. Adults and minors with parentally approved Internet access may use the computers downstairs. If there is an available workstation and the Sign Up Station displays an empty waiting list, then you may log directly onto that workstation. You are allowed one session per day.
- Does SAM keep my information private?
- SAM automatically protects the patron privacy; it will not keep track of your work and it will clean out any bookmarks, favorites, cookies cache and Internet temp files at end of the session. However, you should be careful of entering your private information on any computer in a public space, such as a library. SAM does not have the ability to zap any unscrupulous characters who may be watching your keystrokes or peeking over your shoulder.
Wireless Access FAQs
- I can't get a wireless signal, but the person next to me can.
- Not all wireless cards are the same. The quality of your card versus your neighbor's can be quite different.
- Do all PDA's support wireless?
- While not all PDA's support wireless, several manufacturers have adopted the 802.11b standard.
- Will my Macintosh work with wireless in the Library?
- Yes, as long as it supports 802.11b or 802.11g wireless.
- Do I need special software or drivers to connect?
- While you won't need special software, up-to-date drivers have remedied many connection problems. The drivers included with the card may be several generations old. Updates are usually available on the vendor's website.
- What is the difference between 802.11a, 802.11b, 802.11g, etc?
- 802.11a (aka Wi-Fi5) – Theoretical speeds up to 54 Mbps (with a fallback to 48Mbps, 36Mbps, 24Mbps 18Mbps, 12Mbps, 9Mbps, 6Mbps) in the 5 GHz band, however not compatible with 802.11b.
802.11b (aka Wi-Fi) – Theoretical speeds up to 11 Mbps (with a fallback to 5.5 Mbps, 2 Mbps and 1 Mbps) in the 2.4 GHz band, most popular standard with the majority of HotSpot locations and equipment utilizing this.
802.11g – Theoretical speeds up to 54 Mbps (with a fallback to 48 Mbps, 36 Mbps, 24 Mbps, 18 Mbps, 12 Mbps, 11 Mbps, 9 Mbps, 6 Mbps, 5.5 Mbps, 2 Mbps, 1 Mbps) in the 2.4 GHz band, extremely fast AND compatible with 802.11b.
- What do all the acronyms mean?
- AP – Access Point
ISP – Internet Service Provider
SSID – Service Set IDentifier
VPN – Virtual Private Networking
WEP – Wired Equivalent Privacy
WI-FI – Wireless Fidelity
WISP – Wireless Internet Service Provider
WLAN – Wireless Local Area Network
- Can I print web pages or files from my laptop using the Library's printer?
- No, the wireless network is not connected to the Library's public printers.
- I don't have a laptop computer. How can I use the network?
- Unfortunately, the Library does not have laptop computers for loan. You may search the Internet or online databases or use popular office programs (wordprocessing, spreadsheets, presentations), on computer stations in the Library for free. More Info!
- Does the wireless network pose a health hazard?
- No, the wireless network does not pose any health risk. It uses radio signals within the spectrum of safety. While there may always be controversy over the safety of exposure to radio signals, these signals are fairly ubiquitous, whether or not we have a wireless network.
- What kind of wireless card do I need?
- You need an 11Mbps 802.11b or 802.11g Wireless Network Card. Many new laptop computers include wireless as a built-in feature, so you should check with your laptop manufacturer for your options.
- How long does my connection last while I'm at the Civic Center?
- To protect our network against abuse, such as spambots, you may have to re-connect after an hour.
- Do I need to update Microsoft Windows for wireless?
- You don't need to update Windows specifically for wireless, but it is always a good idea to keep your software fully patched and up to date. You need to make sure that Windows remains safe when you are on the wireless network (or any internet connected networks). Microsoft recommends that you install all the "service packs." For your version of Windows, visit www.windowsupdate.microsoft.com for more information. Make sure that you have anti-virus software and that a personal firewall software is running on your machine.
- I can't get Windows XP to connect with your wireless.
- Two very common problems are:
On some XP laptops with both wireless and wired (Ethernet) connectivity, vendors ship with the "Network Bridge" turned on. You may need to Delete this (under Control Panel, Network Connections).
Numerous problems have been reported with Windows XP Service Pack 1 that are resolved by Service Pack 2.
- I can't use your wireless with Windows 2000.
- A machine with an integrated wireless card and running Windows 2000 might stop working after installing Service Pack 3 (SP3). Microsoft Knowledge Base article 327947 http://support.microsoft.com/?kbid=327947, states that Windows 2000 SP3 turns off PCMCIA-to-PCI IRQ routing, which causes problems for integrated Lucent/Orinoco wireless adapters. You need to follow the instructions in the Microsoft Support document to re-enable the card.
- Will Bluetooth transmissions interfere with my wireless connection?
- It is unknown whether Bluetooth transmissions will interfere with wireless connections at this time. Bluetooth does transmit in the same frequency range as wireless, so it is possible that the transmissions may interfere with each other.
- Does a wireless card reduce battery life?
- The wireless card does use the battery more since it is constantly radiating a signal to the access point.
- I have problems connecting with Microsoft Internet Explorer (IE).
- In some cases, the proxy server setting is present in your browser. On a public network like the Library network, it's important that you turn off proxy servers.
To check proxy setting, go under Internet Options, Connections tab, verify that the Dial-up and Virtual Private Network settings are set to "Never dial a connection."
Under Local Area Network (LAN) Settings, uncheck each of the following:
"Automatic Detect Settings,"
"Use Automatic Configuration Script," and
"Use a Proxy Server for your LAN."
- I own a Cisco, D-Link, Linksys, Netgear, Nortel, or SMC a/b/g wireless card and am having throughput (slow connection) problems.
- Check with the manufacturers for resolution. Some cards are more problematic than others, but upgrades are regularly available for the popular cards.
- Can a cell phone interrupt my connection?
- A cell phone probably won't interrupt your connection. Wireless connects using radio waves. Those things that can cause interference of radio can also interfere with your connection. If you experience a connection problem, try moving to a different part of the room or within sight of the Wireless Access Point.
- What else can interrupt my connection?
- Wireless connects using radio waves. Those things that can cause interference of radio can also interfere with your wireless connection. The largest offenders, however, are those things containing water. Wood, people, fish tanks, walls -- all can cause the signal to be interrupted or lessened. If you experience a connection problem, try moving to a different part of the building or courtyard, or within sight of the Wireless Access Point.
- Why does the wireless network data transfer rate vary?
- There are several possibilities including:
This can depend on your distance from the Access Point (AP). You can see variable rates ranging from 45Mbps to 1 Mbps depending on how close you are to the AP.
Since a wireless network is a shared network, its data transfer capability depends on how many users are using the same AP. If more people use the same AP, then users might see slower connections.
- I think I got a virus from your Hotspot.
- Hotspots do not produce viruses. They come from the Internet, often as attachments to e-mail. It is strongly recommend that all users have virus protection and personal firewall installed on their laptops.