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Eresources Troubleshooting

Accessing Library Resources Off-campus 

You will need to sign in/log on to access our resources.  On campus this will be when you log onto a University PC or laptop.  Off campus you will need to sign into one of our systems e.g. Blackboard or OneSearch.  For the rest of your session on that browser the system should remember you and log you onto the resources automatically.

Off campus, you might have an additional step to sign in to prove you are student or staff at the University before you can open a specific eresource, ebook or the PDF of the full article. There are two main methods of authentication and both require your University of Cumbria email address and password.

Jump to: Troubleshooting

DIRECT LOGIN

When you are taken directly to the university's login page.

This login requires you to enter your university email address and password.

signin_page_2020, signin_page_2020

SHIBBOLETH or INSTITUTIONAL LOGIN

If you find an eresource via a web search engine such as Google Scholar, then you will not be automatically routed via our authentication system and will need to look for the 'institutional' login link. This login is also sometimes called the 'home organisation login' or 'shibboleth login' or 'UK Access Management Federation login'.

The steps involved vary for different eresources but in general:

  1. Select SHIBBOLETH or INSTITUTIONAL login link
  2. Select the UK Access Management Federation
  3. Select the University of Cumbria
  4. Login using your university email address and password.

TIP - follow the links from our eresources pages to be taken to the direct login option and avoid this.

INDIVIDUAL LOGINS

A small number of our resources require individual or specific logins. Contact the Library to obtain the login.

Troubleshooting

Navigating online resources available from the Library can sometimes be tricky and occasionally you may encounter a problem. Below are the most common issues and what you can do to fix them. If you still can't resolve your problem, please contact the IT Service Desk or use the Ask a Librarian out-of-hours service.

  • My username and password doesn't work

    Can you login into Blackboard? If you can, then your login is working correctly. If you cannot login to Blackboard, you may need to reset your password using the Password Reset Service or by contacting the IT Service Desk.

  • I can't get onto an ebook

    • Check whether your password is working in Blackboard.  If not call the IT helpdesk 01228 888 888.
    • Ensure you are using one of the following browsers: Edge, Chrome or Firefox. 
    • Are you using a Mac?  If so use the Safari fix.
    • There is no button for download or read online.  This means we have used up our allocated usage and we need to buy more.  Please email skills@cumbria.ac.uk and let us know.
    • If all copies of an ebook are in use you will need to try again later.
    • September 2023 - we are aware of an issue with new tablets being unable to download Adobe digital editions.  There is a solution on the Proquest help pages

  • I can't get past the EBSCOhost screen

    EBSCO is one of the providers of our eresources. If you get stuck at the EBSCOhost Login screen follow these Workarounds to access EBSCO content.

  • I can't find the Institutional Login option

    The Institutional login option can be well hidden, often a discrete link under the obvious login box.

    A very few resources such as Mark Allen publishers don't have an institutional login on their site.  You will need to find the resource on the eresources A to Z or find the article in OneSearch and follow the link from there to utilise the Direct login linking.

  • Is there a problem with my PC or laptop?

    Try another browser e.g. if you are using Microsoft Edge, try Firefox or Chrome, which are completely free to download and use.

    Clear your browser cookies or cache

    Check you are not blocking pop-up windows - many electronic resources use pop-up windows where the resource generates a new browser window. Some browsers automatically block pop-up windows and this can prevent an electronic resource or ebook from opening correctly. Some online resources may also require additional plug-ins or software to function correctly - if you block pop-ups you may miss the prompt to install particular software. Check your browser to see if you are blocking pop-ups, it should be easy to temporarily allow pop-ups when necessary or add the resource to your pop-up blocker.

    Check in your browser settings that JavaScript is not blocked/disabled

    If you use an Ad Blocker disable it for the site you are trying to access

    Check in the browser settings that cookies are not blocked

    If you are accessing from work there maybe problems with your organisation’s Firewall (e.g. NHS or MoD). You need to contact your own IT department. 

  • I can't get full text of a recent article

    Some of the journals available via the Library's various databases and online journal collections have restrictions on the most recent issues. These are called embargoes and can range from 3 months to 18 months. To check whether a journal is subject to an embargo, look up the title in the Journal Search. 

  • The Library doesn't have access to an article I want

    If the Library does not subscribe to the journal you need, you can request an interlibrary loan of the article from from our Interlibrary loans page. 

  • Known Current Issues with Eresources

    If you are aware of a problem accessing eresources not listed below please contact the IT Service Desk to report the problem.

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