The Library has access to a wide range of eResources (electronic resources). On this guide, we describe some of the common problems that users might 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. browse our LibGuides for subject specific and How To... guides.
Please remember that all users of the Library's electronic resources must comply with the eResources terms of use and with copyright law. If you need further guidance or help on copyright you can look at the Copyright and Information Governance and Compliance pages of the University website:
The most common problems that users encounter when using eResources are being unable to access full text content (or prompted for payment); or hitting an error message of some kind.
You may be able to sort some problems yourself by trying the steps below. However, do remember that library staff are always happy to help, and if you find any problems with our eResources we want you to let us know. (See section on this page on 'Contacting the Library for Help'.)
1. Check our eResources Status page to see if there are any known problems with this eResource.
2. Have you signed in on the eResource as a Strathclyde User? (See section of this guide on 'Signing in as a Strathclyde User'.)
3. Are Strathclyde members entitled to access this content? Search for the eResource in SUPrimo. If you can't find it in SUPrimo, we probably don't have access to this eResource. Pay attention to the date ranges in SUPrimo records (we might not have access to content from all years) and follow any sign in instructions in the records.
4. You might be able to access the eResource via a different route. For example, if you are using a bookmarked link or accessing via Google Scholar, 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 then going to the section you require. (If access isn't working via any of our records, please do report it to us, even if you've been able to access the eResource in a different way.)
5. Be patient when pages are loading. Wait for sites to load content or redirect, without clicking elsewhere on the browser.
6. Try opening a private/incognito browser window; or clearing your browser cache and opening the resource again.*
7. Check that you are using the latest version of your web-browser, and update this if necessary. It is worthwhile trying with a different browser to see if you still experience the problem.*
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? EBSCO eBooks also require users to sign in with a personal My EBSCOhost account to download many eBooks. This is not required to view eBooks online.
9. If you are still experiencing problems or think that something isn't working correctly, please do report this to the Library. Information on how to contact us, 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 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 sign in (authenticate) as a Strathclyde user to access this content. Most LLibrary eResources require you to sign in using your University of Strathclyde email address and password with multifactor authentication (MFA) - particularly from off-campus. Some eResources have different steps to sign in. You should follow any instructions on our eResource records in SUPrimo, Reading Lists, LibGuides, A-Z etc.
If you don't think you are signed in on an eResource, 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 credentials/MFA.
After you have signed in to one Library system or eResource, the authentication might carry over to other sites; 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 many eResource platforms there will also be content that Strathclyde do not have access to. 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 need to log-in.
Top Tips
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.