Electronic Resources problem guide and report form

This page is for library staff (reference, ILS, selectors, etc.) who encounter problems accessing licensed electronic resources such as article databases, online reference tools, e-journals, or e-books. From off-campus, library staff must use the campus VPN (split or full-tunnel) or remote desktop to submit the form.

1. Is it a known problem?

Check Electronic Resources - Known Problems.
Is problem listed there?

» YES -- Inform user of the known problem and any workarounds.
» NO -- Go to 2.


2. Is it an EZproxy problem?

Off-campus user, eligible for proxy, accessing resource via proxied link or the bookmarklet, proxy not accepting login.
OR user logs into proxy, goes to resource, sees vendor's login page.

» YES -- Direct user to Proxy Server Problem Report Form.
» NO -- Go to 3.


3. Can you replicate the problem?

» YES -- Report the problem.
» NO -- Advise user to refresh page or reboot computer and try again.


4. Report the problem

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