Try to access online resources after each step, below. If at any time you are
able to access these resources, you make stop troubleshooting.
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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?
- If yes, go to step 4.
- If no, log into Canvas and try again. If this is not successful, go to step 4.
- If you are unable to log into Canvas/Blackboard, 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 problemed 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, clear their browser’s cache and log back into Canvas.
- 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 network location block EZProxy traffic (does it use a firewall)?
- If there are no network issues, escalate the issue to the Help Desk.
After step 9, you may request materials to be emailed to you from the LTU Library.
I am locked out of my Canvas account and/or can't change my password.
- Contact the Help Desk.
I am locked out of my TechCat account and/or can't change my password.
- Contact the LTU Library. They will need to verify your information first.
I do not know how to use any of sites/databases. Is there a tutorial for them?
- Yes, there are tutorials for our most widely used resources HERE.
How do I view/download articles from EBSCO Databases?
- Click on PDF Full Text. Watch this short tutorial about this.
How do I view/download articles from ProQuest Databases?
- Click on Full Text or Full-Text - PDF. Watch this short tutorial about this.
How do I view/download eBooks from EBSCO or ProQuest?
- Check out these tutorials on EBSCO and ProQuest eBooks.
I downloaded Adobe Digital Editions but I don't see my eBook listed in it.
- You probably forget to AUTHORIZE Digital Editions. Instructions are HERE.
