First Things To Try

First Things to Try

Log into your OpenAthens Account: MyAthens

Logging into OpenAthens will assure you have access to your AZHIN resources. It is the first thing you will want to do if you are experiencing a problem with accessing a resource.

If you are logged into OpenAthens and still experiencing a problem, try some of the next steps outlined below.

Basic Triage for Access Issues

Before reporting an issue, it is useful to try these troubleshooting tips, as these will likely be the guidance received after reporting an issue:

Is your username and password correct? Be sure you are logging in with the correct username and password.
Is your Caps Lock on? Be sure Caps Lock is not selected on your keyboard.
Have you tried opening another title from the resource? This can reveal whether the issue is with the entire resource or just one title/article.
Have you tried a different browser? Some resources may not behave correctly in certain browsers. Checking another browser helps confirm if the issue is browser-specific.
Make sure you are using a persistent link. Session URLs may not work for later access. Look for a “persistent link” option from the vendor. Need help? Visit: What is a Persistent Link?

Level 1 Triage

If none of the basic triage steps helped, here are the next steps to try:

Clear your cache: Clearing the cache often solves display and access problems. Learn more here: Why You Should Clear Your Cache & Cookies.
Allow cookies: Many e-resources require cookies. Instructions here: How to Enable and Disable Cookies on All Browsers.
Adjust pop-up blocker settings: Some e-resources require pop-ups. Allow them from this vendor.
Enable JavaScript: Some sites need JavaScript to function properly. Instructions here: How to Enable JavaScript Across All Major Browsers.

Why You Should Clear Your Cache- new

Why You Should Clear Your Cache and Cookies

Updated 08.2025

When you visit a website, your browser saves cookies and cached images to help pages load faster the next time you visit. While usually helpful, these files can sometimes cause errors when loading a page or downloading a document. Clearing your cache and cookies will often fix these issues.

Clearing your cache and cookies can:

Force the browser to retrieve the newest copy of a website
Reduce the number of errors (such as 404 or 502 errors)
Remove potentially corrupted or malicious files
Free up space on your hard drive

Tip: Always close your browser completely after clearing cache and cookies before accessing the site again. On Mac, quit using Command + Q. On Windows, close all browser windows.

Step-by-Step Instructions

Follow the official instructions for your browser: