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.
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 subscribed resources.
3. Have them clear their browswer 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.
Please send electronic resource problems to lib-eresource@uiowa.edu This email is for UI staff only--never give this to patrons.
If you are permanent staff, you can also use the Electronic Resources Problem Report Form. Below is the information that should be obtained from user to include in the report.
- Location from which you are attempting access (on campus or off, computer or mobile device, and browser used).
- Title of electronic resource (journal, book, etc.).
- How accessed (UI LInk, A-Z list, etc.).
- Problematic result (URL leads to error page, cannot access full text, etc.).
- Citation information if applicable, or at least year of journal you were trying to access.
Users from VA or other high security facilities
FIrst, make sure they do have a hawk id and password
Have them try using the Virtual Private Network. Directions for installing and using: https://its.uiowa.edu/vpn
If they are unable to utilize VPN, they should contact their ITS support for help.
Public Computer & Printer problems:
ITS Help Desk (Information Technology Services - ITS)
Staff and other Libraries computers/circulation desk computer problems: (Libraries Information Technology - Library IT)
- (319) 384-4357
- lib-it-help@uiowa.edu
- try to reboot before reporting problem
- give computer id number, and complete description of the problem, including any error messages
Problems logging on/password doesn't seem to work/needs to be reset:
Check to see if HawkID is working here