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Wilkes University

Electronic Resources Access Problems FAQs: Home

This page answers common questions about using online library materials and troubleshooting problems accessing these resources. If your question or problem is not addressed on this page, please report your problem.

Troubleshooting Tips

If you're having trouble accessing an electronic resource, first try these basic troubleshooting tips.

1. Clear your browser cache.
Lifewire provides good instructions on how to clear your cache in major browsers.

2. Try a different browser.
Some web browsers are not compatible with certain features of library databases. Firefox and Chrome are recommended browsers.

3. Restart your computer.
Restarting closes all programs and system processes that may be running in the background and causing minor computer problems, such as slow speeds, program errors, and problems accessing electronic resources.

4. If possible, try a different computer or mobile device.
If only one computer cannot access library resources, you may need to review your security settings with the IT Help Desk or troubleshoot other computer problems.

I'm asked to pay or login to read an article.

When the library does not subscribe to a certain article, the journal publisher may ask you to pay or login to view it. If you see a message like this, double check the date of the article against the Journal List to make sure it falls within our subscribed dates. For example, we have access to articles in this journal if they were published 1995-present. If your article was published in 1993, you would not be able to download the full-text of the article.

Image of journal list holdings

If the article you cannot open falls within the date range in the Journal List, submit your problem and a librarian will contact you with assistance. If your article does not fall within the date ranges, you can request the article through InterLibrary Loan.

Please note one exception: Journal of Educational Leadership requires a login to read some articles. You can find login credentials in the Journal List. If the credentials do not work for you, please report your problem.

I can't login to a library database or online journal.

If this is the message you see when you try logging into an electronic resource, your username/password has not been recognized. Ensure that you are entering your username only (not your whole Wilkes e-mail address). Be sure to type in your password. Passwords remembered by your browser may not update when you change your password. To reset your password, contact the IT Help Desk for assistance.

If you see a different message on this page, or if the page denying you access to a database is different, submit your problem and a librarian will contact you with assistance.

Report A Problem with an Electronic Resource


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Gina Cherundolo
Farley Library 202A