Homework help problems

How has the homework help been going for all of you? I have a couple of libraries htat are having problems with people not being able to connect from home. They are able to connect from the library using their Kansas Library Card, but not when they try it at home. They go to the KLC site, enter their information, and then click on the homework help link. At the library they go right in, but at home they get another rerquest for a library card number. The number on their KLC doesn't work at this point. Since I don't have a windows machine away from th elibrary, I have been hampered in trying to run this dowm. Has anyone else run into this, and perhaps solved it?

Steve