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University of Iowa

University Libraries

New Knowledgebase: Electronic Resource Issues

Electronic Resources Issues

When a resource is listed as available in our collections (database, e book, journal via UI link) but the user is unable to access, these problems need to be investigated and in many cases, reported to E resources. ​Sending PDF files routinely is discouraged- do this as solution in the interim while troubleshooting is going on, but be sure the user is affiliated with the UI by looking them up in directory. If there is an issue that may be due to changes in our collections (for ex-- a journal that we previously had in electronic format that is no longer available), copy Janna. For problems discovered that may impact a large # of users, please copy Janna and also post an announcement on the Hardin reference page. 

Identifying electronic resources problems:
1. Make sure user has started from Hardin Library page or correct URL (PubMed and Google Scholar particularly problematic if they start from free version, rather than links on our page).   If off campus, there should have been a prompt to use hawk id and pw. 
2. Test access with other subsc​ribed resources. 
3. Have them clear their browser cache. This resolves many problems. Use Iowa ITS directions if needed: https://its.uiowa.edu/support/article/719
4.  Have them restart their computer or try another broswer and try again
 
If all above steps fail, report the issue to electronic resources. If you are staff, use the Electronic Resources Problem Report Form. Below is the information that you should include in your report, if at all possible. 
  1. Location from which you are attempting access (on campus or off, computer or mobile device, and browser used).
  2. Title of electronic resource (journal, book, etc.).
  3. How accessed (UI LInk,  A-Z list, etc.). 
  4. Problematic result (URL leads to error page, cannot access full text, etc.).
  5. Citation information if applicable, or at least year of journal you were trying to access.

Please use the form whenever possible, but student employees will not be able to access it. If you are a student employee, please report issues  to lib-eresource@uiowa.edu  This email is for UI staff only--never give this to patrons.​  

Uses from VA OR settings with high security (renters!)

Make sure they do have a hawk id and password. You can ask them if their internet is secured-- often renters whose landlords provide internet service have heightened security.  Have them try using the Virtual Private Network. Directions for installing and using: https://its.uiowa.edu/vpn

After installed, simply open a web browser--- though nothing will appear to be different, access should be restored. The VPN can also be used to facilitate remote computer access, which would require local IT support to set up. 

If they are unable to utilize VPN, they should contact central ITS or department IT support for help.