Problems with access

Below are some common problems when accessing online items and how to solve them.

Adobe Reader  PDF viewer

If you cannot view the file (e.g. blank screen or incomplete document), you may need to change your Adobe Reader or internet browser settings.

  1. Start Adobe Reader
  2. Go to 'Edit' > 'Preferences' and choose 'Internet'
  3. Make sure the box next to 'Display PDF in browser' is ticked
  4. Click 'OK'.

If your pages don't print correctly:

  1. You must use the print options (print icon or 'File/Print') from Adobe Reader, not your web browser
  2. Select 'File' then 'Print'
  3. Make sure 'Shrink large pages' is selected
  4. Your document will shrink to a readable A4 size.

If you get a message saying 'The file is damaged':

  1. Try refreshing the page
  2. Try returning to the page that contained the link and click on it again.

Still no access? Report a problem

Internet browser

Off campus access to databases

If you can't access a database off campus:

Enable JavaScript

Some web pages may not function as expected if JavaScript is turned OFF in your web browser. To turn ON JavaScript, follow the directions below.

Microsoft Internet Explorer v5+ (Windows)

  1. Select 'Internet Options' from the 'Tools' menu
  2. Click the 'Security' tab
  3. Click 'Custom Level' in 'Security Level for this Zone'
  4. Scroll down to 'Scripting', near the bottom of the list
  5. Under 'Active Scripting', choose 'Enable'
  6. Click 'OK' to leave Security Settings. Click 'OK' to leave Internet Options
  7. Refresh the page you're viewing.

Mozilla Firefox (Windows)

  1. Select 'Tools' from the menu bar and click 'Options'
  2. Click the 'Content' tab
  3. Check the box next to 'Enable JavaScript'. Click the 'OK' button.

Safari (Macintosh)

  1. Open Safari
  2. Select 'Preferences' from the Safari menu.
  3. Click 'Security'
  4. Check 'Enable JavaScript'
  5. Close the window
  6. Click 'Reload' on your browser toolbar.

Still no access? Report a problem


Mac users: sometimes when you try to import a reference from Search in your EndNote library, you get a message saying 'someone else is using your library' and it won't import.

Workaround: if you import with your library closed, it will open and import it.

Still no access? Report a problem