New Bern-Craven County
Public Library

a member of the Craven-Pamlico-Carteret Regional Library System

Troubleshooting Heritage Quest Online (HQO) Problems 

HeritageQuest Online is now available through NC LIVE. To access the services available at NC LIVE, you must obtain a password. Holders of a Craven-Pamlico-Carteret Regional Library card can call their local member library for the current password (please have your library card handy). These passwords usually expire in August and December.

Remote users and users from home will receive an NC-LIVE splash screen that will direct you to an NC LIVE sign-in screen. You must select Craven-Pamlico-Carteret Regional from the drop down menu beside Library and then enter your password.

New Bern-Craven County Public Library users of HeritageQuest are no longer required to enter their 10 digit library card number to access HQO.

You may also want to try the following suggestions from ProQuest:

  1. Make sure Java scripting and the cookies setting on your browser are "enabled."
  2. For Internet Explorer users, the security setting must be set to "medium low." For IE 6.0 and up, the user's privacy setting must be set to "low."
  3. Do you use America Online (AOL)?
    There are some know issues with remote users accessing HQO using AOL. Other ISPs might cause similar problems, but at least we've been able to find that if you are using AOL 8.0, the only thing you have to do is minimize AOL and open Internet Explorer, NetScape or FireFox, or other browser outside AOL. If you are using AOL 9.0, you open your Internet Explorer browser, go to Tools, then Internet Options, and then when you get the little window with all the tabs, choose the AOL tab and choose on the Web Browser Accelerator section of that tab the option that says 'Do not Store Web Pages'. After you do this you can access HQO through AOL. 9.0 without minimizing it.
  4. Do you use a personal firewall or internet security program such as Norton Personal Firewall or Norton Internet Security?
    Another thing that may cause problems accessing HQO remotely is using a firewall or security software on your computer. Please visit HQO Technical Support to find instructions on how to set up your firewall/security software (Norton's) so you can access HQO.
  5. If you are still having problems, please clear your cache and delete all temporary internet files. Also try going to the ProQuest web site at and click "Click Here to Reset your Browser" then return to the library site and try reconnecting to HQO.

If you still experience problems, contact Victor Jones at (252) 638-7808, or drop him an e-mail.


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Updated: November 20, 2014.