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AZHIN 2024

Troubleshooting Access to Resources

 

Troubleshooting Access to Resources

Visit the tabs in this area for are some steps you can take to try to resolve access issues to your AZHIN resources.  Trying some of these steps can help correct an access issue or rule out a cause.   

Always feel free to reach out to AZHIN if you need help with any of these processes or to report an access problem. 

 

Report a Problem

 

First Things to Try:

 

Log into your OpenAthens Account:  MyAthens 

Logging into your 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 your 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 cap locks on? Be sure "cap locks" is not selected on your keyboard
  • Have you tried opening another title from the resource? Try to open another title from the resource you are trying to access. This could reveal if the issues is do with a particular resource or one only one title or article within that resource.
  • Have you tried a different browser?  Sometimes a resource will not behave correctly in certain browsers.  Checking to see if you can open the resource in a different browser helps to identify that the problem is with the browser and not the resource.  
  • Make sure you're using a persistent link: Sometimes the link to a resource you are trying to use is a session URL and not a persistent URL. You should never assume that the URL in the browser window is the one that will get you back to the article or eBook. Look for a link or button that indicates that it will generate a persistent URL.  Need a little more help with this?  Visit this link: 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 will often solve many display and access problems.  To learn more visit: Why You Should Clear your Cache & Cookies.  You will also find steps for how  to clear your particular browser.

  • Allow cookies:  Be sure the browser is set to accept cookies. Many e-resources require the use of cookies and will not work if they are blocked.  Need some help with how to do this? Visit this link: How to Enable and Disable Cookies on All Browsers
  • Adjust pop-up blocker settings:  Some e-resources require the use of pop-ups for content delivery. Be sure the pop-up blocker on your browser allows pop-ups from this vendor.
  • Enable Javascript:  This is a scripting language commonly used to make web pages interactive. Disabling JavaScript may cause some sites to not work properly. Need some help with how to do this? Visit this link:  How to Enable Javascript Across All Major Browsers

Is Your Browser Up to Date?

Updating your browser can help resolve some access issues.

Why? Some resources may not support older versions of a browser.

Tools to help: 

This website will also provide detailed info on your operating system, IP Address, Java settings, and more. 

Platform-specific browser requirements:

Some platforms have specific browser requirements in order for them to operate correctly.   You can check those requirements at the links below. 

 Clear Your Cache

Visit this link to learn how to clear your cache and cookies and why it is important: 

Have You Cleared Your Cache Lately?

Have You Cleared Your Cache Lately?

Why you should clear your cache and cookies

updated 09.2024

When you visit a website you often download files automatically that help load the page when you visit it again. These files are cookies and cached images. While usually benign, these files sometimes create errors when loading a page or downloading a document. Clearing the cache and cookies will fix errors caused by these files.   Sometimes the browser will continue to use an old cookie or corrupted cookie rather than accept a new cookie from the e-resource.

Clearing your cache & cookies will:

  • forces the browser to retrieve the newest copy of a website
  • reduce the number of errors received when searching, such as 404 errors and 502 errors
  • delete any malicious files that may have been dropped into the cache
  • free up space on your hard drive 

When troubleshooting issues with any site, always exit your browser completely after clearing your cache before attempting to access the site again. In Windows, close all your browser windows; in Mac OS X, quit (Command-q) your browser.

Android

  1. Select Menu, then More.
  2. Select Settings.
  3. Under "Privacy settings", select Clear cache, Clear history, or Clear all cookie data as appropriate, and then OK to accept.

Chrome

  1. Click the tools menu [3 dots (Mac) or exclamation point (PC)] in the upper right corner of the browser.
  2. Choose Delete Browsing Data.
  3. Choose the time range All Time (recommended) or choose time range from dropdown.
  4. Select all items (recommended) (e.g., Browsing history, Cookies and other site data, Cached images and files).
  5. Click Delete Data. 

Edge

  1. Click the 3 dots in the upper right corner of the browser.
  2. Choose Settings.
  3. Under Clear Browsing Data click Choose What To Clear.
  4. Select the items you wish to clear (e.g., Browsing History, Cookies and Saves Website Date, Cached Data and Files, Downloaded History and Form Data).
  5. Click Clear.

Firefox

  1. Click the hamburger menu in the upper right corner of the browser.
  2. Click Preferences (Mac) or Options (PC).
  3. Click Privacy in the left menu bar.
  4. Click Clear Your Recent History.
  5. From the Time range to clear: drop-down menu, select the desired range; to clear your entire cache, select Everything.
  6. Click the down arrow next to "Details" to choose which elements of the history to clear.
  7. Select Browsing & Download History, Form & Search History, Cookies, Cache and Active Logins
  8. Click Clear Now.

Safari for Mac

  1. Click the Safari menu, then Clear History...
  2. In the Clear field choose All History
  3. Click Clear History.

Safari for PC

  1. Click on the Settings (Gear) icon in the upper right corner of the browser..
  2. Click Reset Safari
  3. Select the items you wish to clear. (It is recommended to check all items).
  4. Click Reset.

Mobile Safari for iOS (iPhone, iPod touch, iPad)

To clear cache and cookies:

  1. From the home screen, Select Settings > Safari.
  2. At the bottom of Safari's settings screen, Select Clear cookies and data or Clear Cookies and Clear Cache.
  3. Confirm when prompted.

To clear history:

  1. From the home screen, tap Safari.
  2. At the bottom of the screen, tap the Bookmarks icon.
  3. In the lower left, tap Clear.
  4. Tap Clear History.