Your Library Out Loud Podcast:
Troubleshooting tips for accessing online resources
Transcript
Each week the CSU Library adds hundreds of new resources to our collections including a growing number of online resources, or "eResources". Online resources are great because they allow you to use the library's resources anywhere, anytime.
But it can be quite frustrating and baffling when you can't get to that document or resource that you need. Let's look at access problems - why things sometimes go wrong and what you can do.
Tip 1
Make sure you access online resources such as the Journal Databases and eBooks from the CSU Library website. These online resources are commercial products that CSU Library subscribes to on your behalf.
Accessing online resources from the Library website will ensure that you are recognised as being a CSU student or staff member. You will be asked for your CSU user ID and password, the ones you use to access my.csu. If these don't give you access, it may be that there are problems with your password, and you may need to contact the CSU DIT Service Desk.
Remember that your password must be renewed every 60 days. You can check if your password has expired by going to my.csu.
Tip 2
Turn off any pop-up blockers or ad blockers running on your computer.
Most of the Library's eResources open in a new window when you click on the link to access them. Pop-up blockers or ad-blockers may prevent this new window from opening, and so prevent you from accessing the resource.
The pop-up blocker may be built in to your browser, or on a toolbar such as the Google or Yahoo toolbar. Alternatively it could be a program you have to specifically block pop-ups, or it might be part of your security software. You can prevent this problem occurring by ensuring that pop-up blockers are turned off. Instructions on how to disable pop-up blockers are provided on the Access problems page which can be found in the Library's online FAQs.
Firewalls may be another barrier to accessing online resources. This can be a problem especially if you are using a work computer. If you are having difficulties and you ARE using a work computer, we suggest you speak to your systems administrator.
Tip 3
Make sure you have current versions of browsers and related software on your computer.
There are known problems with older versions of certain browsers, so it's a good idea to use a current version. Try to use the latest version of Internet Explorer, Firefox, or Safari because most online resources were designed to be used with these commonly used browsers.
Similarly, it's a good idea to use the latest versions of software such as Adobe Reader and plug-ins such as Flash, because they are more likely to handle recently-created content. If you are trying to download a PDF and it doesn't appear after some time, installing the most recent version of Adobe Reader might be the answer. Just remember to also uninstall the older version of Adobe from your computer first.
You can download major versions of browsers and Adobe reader for free over the internet.
Tip 4
Clear your browser's Cache (or Temporary Internet Files) and Cookies.
You need to regularly clear your cache because some databases are updated frequently and you need to ensure you are logging in to the current database and not the old version.
You can find instructions on how to do this via the Help menu on your browser's toolbar, or do a Google search for instructions.So you've tried everything: tried out these tips; been through the Access Problems trouble-shooting guide in the FAQs; closed extra browser windows down; even re-booted your computer, what else can you do
Tip 5
Report the problem to us.
You can contact us via the link to our Ask a Question form, or call our toll-free phone number — 1800 808 369. That's 1800 808 369.
It's helpful if you can tell us:
- What library resource you are trying to access — say, one of the databases, or an eBook?
- Whether you are experiencing the problem at home, at work, or in the library.
- What exactly is happening or not happening. Are you getting an error message? Please tell us what it says.
- What browser you are using and if you can find out, what version it is
- Whether you are using a PC or a Mac.
- Finally, if the problem is with a particular article, please give us the citation so we can check it ourselves."
Return to the Return to Podcasts main page.
Ask a Librarian
Website Feedback
Ask a Question: Live Chat
To speak to a Librarian call 1800 808 369