The Library has access to a diverse electronic collection and we understand that it can be daunting learning how to use a wide range of very different eResources. On this guide, we outline some of the most common problems that users run into when accessing library eResources; provide some basic troubleshooting suggestions; and give advice on what to do or who to contact if you need more help.
This is intended as a very general guide. For help using specific eResources, or specific types of eResources, browse our LibGuides for subject specific and How To... guides.
The most common problems that users encounter when using eResources are being unable to access full text content (or prompted for payment to view the content); or hitting an error message of some kind when following a link or accessing a resource.
Library staff are always happy to help - and if there are problems with any of our eResources please do let us know! (See section on this page on 'Contacting the Library for Help'.) However, you may be able to sort the problem yourself by trying the steps below.
1. Check our eResources Status page to see if there are currently any known problems with this eResource.
2. Have you logged in on the eResource as a Strathclyde User? (See section of this guide on 'Logging in as a Strathclyde User'.)
3. Are Strathclyde members entitled to access this content? Search for the eResource in SUPrimo to see if we should have access. Remember to pay attention to the date ranges stated in SUPrimo records - we may not have access to content from all years - and refer to Authentication Notes for advice on how to login to this particular eResource.
4. Try accessing the eResource via a different route e.g. if you are using a bookmarked link, accessing via Google Scholar etc., then try going via SUPrimo. If you have followed a SUPrimo article or book chapter record, try searching for the eJournal or eBook title instead and navigating to the section you require.
5. Check that you are using the latest version of your browser, and update this if necessary. It is worthwhile trying to access the eResource using a different web browser to see if you still experience the problem.*
6. Try clearing your browser cookies and cache and opening the resource again.*
7. Be patient. Wait for sites to load content or redirect, without clicking elsewhere on the browser.
8. If you are unable to open a downloaded eBook from ProQuest eBook Central, VLeBooks or EBSCOhost eBooks: have you installed Adobe Digital Editions onto your device? Is your version of Adobe Digital Editions up to date?
9. If you are still experiencing problems or think that something isn't working correctly, then please do contact the library for help or to report an issue. Information on how to contact the library, and the type of information you can include to help us identify the problem, are included in the 'Contacting the Library for Help' section of this guide.
*steps to check/update your browser version and clear your browser cookies and cache vary depending on the browser you are using. You can find steps for your browser by searching on the internet, but if you require help please ask the library.
eResources which have been paid for by the library are only available to University of Strathclyde members. You will often need to login (authenticate) using your University of Strathclyde DS username and password to access full text content - particularly from off-campus.
Exact login steps vary depending on the specific eResource. If you are not prompted straight away to enter your University DS login, look for options saying ‘Institutional', 'Shibboleth' or 'Federated' sign-in. You may need to select your institution (University of Strathclyde) and possibly your 'Federation group' (UK Federation / UK Access Management Federation) before entering your University DS login details.
When you have signed in to one library system or eResource, on some eResources this login will carry over so that you do not need to keep entering your login details; but for other eResources you will be prompted to sign in again. For security reasons, eResources will often sign you out after a period of browser inactivity.
Once you have signed in on an eResource platform, you will only be able to access full text content that is accessible to University of Strathclyde. On most eResource platforms there will also be content that the library has not purchased, and our users cannot access. Check SUPrimo to see if we should have access to content. Some eResources in the library’s collection are freely available or Open Access and can be accessed by any individual with no requirement to log-in. [For a list of eResources made temporarily available to Strathclyde users during the COVID-19 pandemic, please see our COVID-19 Library Temporary eResources guide.]
If you require help using any of our library electronic resources, or come across any access, downtime or technical issues with our eResources which are not listed on the eResources Status page, please let us know at the Library Enquiry Desk.
The more information you can provide when reporting an eResource problem, the more quickly library staff will be able to identify and resolve the problem. When reporting an eResource issue please tell us as much of the following as possible:
About you and your device:
About the eResource you are trying to access:
About the problem:
We have created some examples of enquiries reporting access problems, where users have provided helpful and less helpful levels of information, and illustrated why this information is helpful to us.