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Electronic Resource Troubleshooting Guide

Only current students, staff, faculty, and other authorized users have access to the library’s electronic resources. The databases have strict licensing agreements.

Unfortunately, alumni, students who are not enrolled and Research Park employees do not have access to library e-resources.

Students can access resources during breaks as long as they are enrolled for the upcoming semester.

Note: All users can have access to the e-resources while on-campus and connected to a wired network.


Am I on or off campus?

On campus: The library’s e-resources are available through any computer connected to the library’s network. You can skip to the next section.

If you are on campus and unable to access any electronic resources, check your IP address with http://whatismyipaddress.com/

On-campus addresses include:

If you are not in one of those ranges but are definitely connected to the campus network, contact ERTech.

Off campus: Always start from the Library Gateway. Then you can connect to the e-resources through the Virtual Private Network (VPN) or through the proxy. Contact CITES to set up access to the VPN. Access the proxy by logging in with your NetID and password when prompted.

Satellite internet users should always use the VPN.

I still can’t access the e-resources. What next?


Start by clearing the cache and enabiling cookies in your browser: Instructions.

Try another browser -- A few resources are not compatible with certain browsers.

I am getting one of following error messages. What should I do?:
 

Hostname Error: Copy and paste the error and send it to ERTech.

Certificate Warning: Some e-resources use a secure site. Add an exception for the library from the warning page.

Simultaneous Users or No seats available: Try again later. If this happens often with one resource, let ERTech know.

I am being prompted for a login at the resource page even though I am on campus/logged in. What do I do?
 

It is possible that we do not have a subscription to that resource.  Please contact our Ask A Librarian to find out. If we do have a subscription, contact ERTech.

I don't know if a feature is available or how to use something

Please ask a librarian.  They have expertise with all library electronic resources, and will put you in touch with someone who has advanced expertise with the particular resource you are struggling with.  You can also look for the documentation within a particular resources (most have a help link that provides in depth assistance), Google the issue, or search YouTube for instructional videos, which are often provided by the resource vendor.

I’ve tried all the troubleshooting steps and still no luck.
 

Fill out an ERTech Request.  It is best for individuals, not librarians, fill out this form as it records some information about your browser and location (on or off campus).

The Electronic Resource Management Team (ERTech) can assist with anything beyond what’s covered here. Please fill out an ERTech request. Include as much detail as possible, especially: