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AZHIN 2024

Troubleshooting Access to Resources

 

There are some step you can take to try to resolve access issues to your AZHIN resources.  Visit the tabs in this area for assistance. 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.    You can simply click the button below to let us know what problem you are experiencing.  

 

Report a Problem

 

What to try first: 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. 

 

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

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 

MS Edge

The fastest way to clear your cache is to use the following keyboard shortcut: CTRL + F5

Or you can follow the steps below:

  1. Select the following:
    • Browsing History
    • Cookies and Saved Website Data,
    • Cached Data & Files
    •  Tabs I’ve set aside or recently closed
  2. Click the Clear button

MS Edge Alternative Method

  1. Click on the three horizontal dots in the upper-right corner of the browser.
  2. Select Settings.
  3. Choose Privacy and Services
  4. Click on Choose What to Clear
  5. Select Browsing History, Download History, Cookies and other site data, and Cached images and files.
  6. Select for all time in the Time Range
  7. Click on Clear now.

Chrome

The fastest way to clear your cache is to use the following keyboard shortcut: CTRL + SHIFT + R  on Windows or Linux.  Use CMD + SHIFT + R on a Mac

 

Or follow these steps:

  1. Select the following:
    • Browsing History
    • Cookies and Other Site Data
    • Cached images and files
  2. Click the Clear Data button

Chrome Alternative Method

  1. Click the three vertical dots menu button in the upper-right corner of the browser.
  2. Select Settings from the drop-down menu
  3. Select Advanced at the bottom of the page.
  4. Select Clear browsing data
  5. Be sure to check the box next to Cached images and files and to choose All time from the time range option at the top.
  6. Choose clear data.

 

More information about clearing the cache in Chrome can be found at:

Google Support: Clear browsing data

Firefox 

The fastest way to clear your cache is to use the following keyboard shortcut: CTRL + SHIFT + R  on Windows or Linux. Use or CMD + SHIFT + R on a Mac

 

Or follow these steps:

  1. Check ALL boxes
  2. Click the OK button
  3. Once the cache/history has cleared, close the open browser window
  4. Open a new browser window and try accessing your site/page again.
    If you still see the problem, restart your laptop/desktop

Safari

The fastest way to clear your cache is to use the following keyboard shortcut: CMD + ALT + E

Or follow these steps:

  1. Click on the Safari tab at the top right of your screen and choose Preferences from the dropdown menu
  2. Click the Advanced tab of the menu that pops up
  3. At the end of the tab, select the “Show Develop menu in menu bar” box
  4. Close the Preferences menu
  5. Click the Develop tab from the Safari menu at the top of the page
  6. Click Empty Caches from the dropdown menu and then clear your browsing history
  7. Choose the History tab in Safari
  8. At the very bottom of the dropdown menu, choose Clear History. A box pops up with a choice to clear the last hour, today, today, and yesterday, or all history.
  9. Choose your timeframe and click the Clear History button
  10. Close the browser window
  11. Open a new browser window and try accessing your site/page again. If you still see the problem, restart your Mac

More information about clearing the cache in Safari can be found here:

  https://support.apple.com/guide/safari/clear-your-browsing-history-sfri47acf5d6/mac

Safari Alternative Method

  1. Click on Develop.
  2. Select Empty Caches.

If you don't see Develop in your menu options, you can enable:

  • Click on Safari
  • Click on Preferences
  • Click on Advanced. 
  • Select Show Develop menu in menu bar.