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Troubleshooting E-resource Issues

This guide offers answers to the most common errors our users experience when attempting to access a library database or e-resource.

Logging In to Library Databases

When you click on an e-resource in the Databases list or any "Access Online" link in the library's catalog, you will be directed to a login page that includes the Doane University logo:

Doane library login page 

Use your Doane username and password, just as if you were logging into a computer on campus. Our proxy system then checks to see if you are authorized to use the library's databases. 

NOTE: Only currently enrolled students and currently employed faculty and staff of Doane University are authorized to use the library's e-resources outside the library.

  • Contact IT Helpdesk if you think you should have access but cannot login. They can verify your status.
  • You should need to login only once while you are using the library resources. This access ends when you close your browser.
  • The public is welcome to use most of our e-resources in the library on the Crete campus as a guest.

 

If Your Login Doesn't Work

My username and/or password isn't working: 
  • Double-check you have the correct login credentials. Try them out with your Doane Blackboard or Gmail account.
  • Try changing your password. Go to the Helpdesk self-service portal and reset your password; follow directions for new users or password reset.
  • Contact Tiger Tech Helpdesk: Call: 402-826-8411 - Email: helpdesk@doane.edu - Submit a ticket on the self-service portal

 

I got logged in but now I get an error like this:
 

Oops! It looks like you have attempted to view a page that has not been configured for access.

If you are a library patron...

Please contact your library and provide the name of the resource you were trying to access and the Host line below so the library can work with you to correct this error.

Host nlc.nebraska.gov

If you are an EZproxy administrator...

To allow http://nlc.nebraska.gov/epubs/A5150/Q001-1999.pdf to be used in a starting point URL ...


This error means we do not have the e-resource set up within our proxy system. There are 2 things you can try:

  • The resource doesn't need to be authenticated. Copy the URL in the sentence that begins, "To allow ..." and paste it in a new browser tab. This should allow you access to the resource. In the example above the URL is http://nlc.nebraska.gov/epubs/A5150/Q001-1999.pdf
  • The resource is new to the library and the proxy has not been updated. If you try the option above and it doesn't work, this is very likely the problem. Please email library@doane.edu; copy and paste the URL that didn't work, and a description or screenshot of where you found it -- be as specific as possible so we can duplicate the issue. 

Reporting Access Problems

If you continue to have access issues or any questions, please contact library@doane.edu. Be as specific as possible when describing your problem, including information on the following questions:

  • Where are you located? (e.g., at home or work, or on which one of the campuses)
    • If you are on a Doane campus, did you login with the "guest" wireless network or the "Doane" network? 
  • What are you trying to access? (e.g., name of the database, the citation for a specific article, the title of an ebook)
  • Where on the Internet are you trying to access it from? (e.g., the library catalog, the A-Z database list, link from a professor, Google Scholar)
  • What error message are you getting and at what point? (e.g., incorrect password, resource is not configured for access)
  • Which browser are you using? (e.g., Chrome, Firefox, Safari)
  • Have you cleared the browser's cache and cookies?
  • What is your IP address? (go to Google and enter "what is my IP address")
  • Are you using a VPN? 

If you have access problems within the library catalog, please use the "Report a broken link" option to report the problem.