troubleshooting issues

Try resetting your password.  Visit Resetting your password for instructions.

18/1/2021

Receiving security warnings? It’s okay to press advanced and selecting Proceed / Accept. Alternatively, try a different browser.

Please be aware that there can be a risk when bypassing warnings.

Other issues

If search is down:

• please access resources via the databases tab on the library homepage
• See instructions for if you cannot access a database from off campus

Alumni, La Trobe College and community borrowers only: From mid-January you may be prompted to reset your password, or have difficulty accessing some eResources. If you experience issues doing this, please fill out the form below and someone will respond.

We are currently working on the compatibility issues that have arisen from the update to the library search interface. Read some workarounds for EndNote when using a Mac.

See instructions for if you cannot view a pdf file e.g. blank screen or incomplete document.

• Having problems accessing Factiva? Read our instructions for accessing Factiva [PDF 222KB]
• Instructions to link to Factiva at article level [PDF 228KB]

Issue: Upon trying to access Library Search, get error about website security or privacy. This is a known issue and is no risk to any user. Our vendor is working to fix this as a high priority.

Suggestion:

To bypass the warning on Firefox:

1. Click "Advanced..."
2. Click "Accept the Risk and Continue"

To bypass the warning on Chrome:

1. Click "Advanced"
2. Click "Proceed to latrobe.edu.au (unsafe)"

To bypass the warning on Edge:

1. Click "Details"
2. Click "Go on to the webpage (Not recommended)"

Issue: Upon trying to access a webpage, get error It looks like you may have logged in too many times in your session. Please return to your last successful login and try again. If you continue to have trouble accessing Library resources please contact us to check your access details

Suggestion: This is usually caused by having multiple browser windows open, causing too many logins. Log out and clear your cookies and cache

Issue: Unable to access

Suggestion: SAI Global requires you to register individually before you can access it.
You can view the full standard without downloading by selecting "Read Only"
Try again at a different time- there is a limit on concurrent users

Issue: Error messages when trying to login

Suggestion: SciVal requires you to register individually before you can access it

Issue: Staff having trouble accessing

Suggestion: Login to the VPN then go to this URL http://www.uptodate.com/online

As this is a high-priority issue for the vendor to resolve, we advise you to check back often