Troubleshooting

There may be occasions where you experience difficulties accessing Library subscribed content. This page will help with identifying and resolving some of the issues.

Using online library resources

We suggest that you access library resources from the Library website, Library Search or from links on your module websites. This means the only login you will need to access the Library will be your OUCU and password.

Try a different browser

Try using a different web browser. Web browsers are the programs that allow you to view the internet. Common browsers include Google Chrome, Edge, Safari and Firefox. All are free to download online.

Incognito/In-private browser

Try using your browser’s private/incognito mode (keyboard shortcut Ctrl + shift + n for most browsers) before clearing cache and cookies, as it prevents previous history from affecting access. If resources work in private mode, you likely need to clear your cache or disable browser extensions that may be interfering with access.  

Clearing Cache and Cookies

Cache and cookies help webpages load faster by remembering past activity, but outdated data can cause errors. If this happens, clear your cache and cookies—most browsers allow this with the shortcut Ctrl+Shift+Delete (Windows) or Command+Shift+Delete (Mac).  

It’s advisable to select the Time Range to ‘All time’ when clearing cache and cookies.

How to Clear Browser Cache and Cookies

Disabling browser extensions

Browser extensions can sometimes cause website access issues.

Temporarily disabling these extensions may help. Managing your browser extension may be different depending on the browser.  

How to Disable or Remove Browser Extensions

Use a different device  

Try accessing the resource on an alternative device, such as a mobile or tablet. This helps rule out configuration / set-up issues on the device.

Use a different Wi-Fi network / Mobile data  

Try accessing the resource on a different Wi-Fi network or try using mobile data (e.g., 4G/5G). Occasionally, Internet Service Providers (such as BT, Vodafone, Virgin) block access to certain resources.

Specific Passwords

There are few library resources that need individual usernames and passwords for access. These are listed on the specific passwords page (OU login required).

Still having problems?  

If you’re still having problems, please contact us. To help troubleshoot the problem provide as much of the following information as possible:  

Checklist 

Description
Approximate Date / Time
 Where possible, please include details about when and at what time you have tried to access the resource.
Browser

Please specify which browser you are using and whether you have tried alternatives. It may also help to check if you have the latest versions installed.  
Is the problem with the whole resource?
 Does this affect a whole database or just one element (for example, is the issue with a whole e-book, or just book chapter? Or for a whole journal, or just a journal volume/specific article?)
URL
 Please include the URL / web address of the resource being accessed.
Where are you accessing the resource from? 
 For example, did you find the resource in your module information, the Databases page, Library Search etc. 
Screenshot
 Please take a screenshot(s) of the error you are experiencing, including the URL bar.
Troubleshooting steps taken

Have you tried any of the following? 

  • Clearing browser cache 
  • Accessing the resource via Incognito / In-Private Browsing 
  • Accessing the resource via a different device 
  • Accessing the resource via a different Wi-Fi network or via mobile data