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How To Avoid a Disconnect
A number of technical issues could cause your chat session to disconnect. Following the instructions below will help you avoid these problems.
Please remember that sending a question via email should always work. The following cautions are for interactive chat sessions only.
Browsers
Some Internet browsers are not supported by the chat software.
- Internet Explorer 6 or higher: Highly recommended. All features are supported.
- Netscape 6.01 or below: Basic service is supported. Some advanced features may not work.
- Opera, AOL and WebTV: Not supported.
Cookies
Session cookies must be enabled. Instructions for enabling cookies are available.
Firewalls
Some firewall settings can interfere with the way the service works. The best course of action is to disable firewalls before trying the service.
If you experience a problem, exit the service and check the instructions on how to configure your firewall to allow communication with the librarian.
Windows XP Service Pack 2
If you have installed this release you may have some difficulty if Windows does not recognize AskWhyKY as a trusted site. If you have this problem, please check the instructions for Service Pack 2.
Browsing
Only browse within the Ask Why KY frame while using the service. You will accidentally disconnect from the service if you:
- Use your browser toolbar to navigate
- Change the address (URL) at the top of the page
- Bookmark a website while chatting
- Print a website while chatting
- Open a new browser window
Saving Websites
Don't worry about getting back to a website the librarian showed you. If you provide an email address before leaving the session, you will receive a copy of the transcript in your email. This includes the web address for every website the librarian showed you. Instructions on how to use a transcript are available.
New Browser Windows
If you must open a second browser window during the session use the Start menu or taskbar shortcuts. Do not use Ctrl-N or select "New" from the File menu, as this will disconnect your session.
Updated: 4 June 2007
