FREQUENTLY ASKED QUESTIONS

Why do I receive a prompt for a username/password after I log in to the databases?

How come I am not getting the email I think I should be getting?

Why do I receive a prompt for a username/password or blank page after I log in to the Social Law Library databases?

Social Law Library databases are located on a separate server from the Social Law Library website. This gives you the user improved speed and efficiency while providing the Library with server redundancy. After logging in to the Social Law Library website, you are re-directed to the Library Database Server.

The Library Database Server needs to know that you have been authenticated to view Social Law Library databases. It does this by means of a session cookie which was placed on your PC when you visited the web server.

There are several anti-virus, anti-spam, firewall, and pop-up blockers which will stop this cookie from being placed on your PC. The software may also inhibit the script which generates the cookie from running on your browser.

There are too many versions, brands, and configurations of this type of software to go into detailed instruction on how to disable them. However, it is a good troubleshooting step to:

  1. Disable any anti-virus, anti-spam, firewall, and/or pop-up blocker on your PC. 
  2. Use the following instructions to Enable First Party Session Cookies on your PC. 
  3. Restart your Internet Browser (i.e. Internet Explorer, Netscape, Mozilla, Etc.). 
  4. Log In to Social Law Databases.

*If this has resolved your issue, consult your software documentation to whitelist the Social Law Library Database URL on your PC. If you are still unable to log in to Social Law Library Databases, Contact Technology Services at support@socialaw.com or 617-226-1570.


How come I am not getting the Email I think I should be getting?

There can be many reasons why you might not be receiving email. Your expected email might not ever have been sent, or it may have been delayed, mis-addressed, blocked by a spam block list, or interrupted for any number of other reasons.

The only way to find out for sure what's happening is to follow the following troubleshooting process:

  1. Use Social Law Library Email Online (http://mail.socialaw.com) to check your Quarantine folder on the mail server. This is the location where all email identified as spam and addressed to you is stored until it is removed from the mail server. Spam email is removed from the Social Law mail server every day after 4:00 PM. We are currently blocking 20,000 to 30,000 spam emails a day and cannot let this email build-up on our server. So, it is a good idea to check your Quarantine folder on a regular basis. If you find any email which has been incorrectly identified as spam, you may release it by following these steps. 

  2. If you know your message wasn't caught or deleted by the spam filters, you must then contact the sender and get hard evidence the email actually was sent.

    "They say they sent it," or "I should have received this," or "I'm not getting email from so-and-so" aren't specific enough comments to be useful in troubleshooting missing email, so you'll want to get better data before making a support request. 

    This means you must obtain the following specific information FROM THE SENDER:

    1. What email address was the missing mail sent from?
    2. What email address was it sent to? Verify there wasn't a typo in the email address.
    3. When was it sent? The exact date and time (including time zone) is required.
    4. Was a bounce message received?
  3. Send a test message to the sender and have them reply to it.
    1. If your receive their reply, you know you can receive from them, so have them resend the original message.
    2. If you receive a bounce message from your test message, forward it with full headers to support@socialaw.com
    3. If you don't receive a bounce and they don't receive your test email, forward a copy of your test message, including full headers to support@socialaw.com

  4. For additional assistance or help in processing the steps above, please contact Technology Services at 617-226-1570.