Try to access online resources after each action below. If at any time you are able to access these resources, you may discontinue troubleshooting.
1. Are you located inside of the US or Canada?
- If yes, turn your VPN (GlobalProtect) OFF. If not successful, go to step 3.
- If no, continue to step 2.
2. Does the helpdesk have a Remote Access Consent Form on file for you?
- If yes, turn your VPN (GlobalProtect) ON. If not successful, go to step 3.
- If no, fill out a Remote Access Consent Form and email it to the Helpdesk.
3. Are you logged into Canvas/LTU Network?
- If yes, go to step 4.
- If no, log into Canvas/LTU Network and try again. If this is not successful, go to step 4.
- If you are unable to log into Canvas/LTU Network, contact the Help Desk.
4. Does the inaccessible URL include "ezproxy.ltu.edu"?
- If yes, go to step 5.
- If no, append "https://ezproxy.ltu.edu:9443/login?url= " to the top of the URL.
- Try again with updated URL. If this isn't successful, go to step 5.
5. Try accessing a different database requiring EZProxy.
- If the other database works, record the name of the problem database.
- Email the LTU Library with the database name so they can fix it..
- If neither database works, go to step 6.
6. Try to log out of Canvas/LTU Network, clear the browser’s cache and log back into Canvas/LTU Network.
- If the problem persists, go to step 7.
7. Verify that your browser is up to date with the latest version.
- If so, go to step 8.
- If not, update their browser and try again. If the problem persists, go to step 8.
8. Try using a different web browser (Chrome, IE, or Firefox).
- If the problem persists, go to step 9.
9. Does your organization or network location block EZProxy traffic (does it use a firewall)?
- If no, escalate the issue to the Help Desk.
- If yes, you must contact the administrator who issued you the computer for assistance. (Or use a different computer.)
After step 9, you may request materials to be emailed to you from the LTU Library.