Make sure to try to access online resources during each step, below. If at any time you are
able to access these resources, you make stop troubleshooting at that step.
________________________________________________________________________________
1. Are you located inside of the US or Canada?
- If yes, make sure your VPN (i.e. GlobalProtect) is OFF. If not successful, continue 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, make sure your VPN (i.e. GlobalProtect) is ON. If not successful, continue to step 3.
- If no, they need to fill out a Remote Access Consent Form and email it to the Helpdesk.
3. Are you logged into Canvas/Blackboard?
- If yes, continue to step 4.
- If no, log into Canvas/Blackboard and try again. If this is not successful, continue to step 4.
- If you are unable to log into Canvas/Blackboard, please contact the Help Desk.
4. Does the unaccessible URL include "ezproxy.ltu.edu"?
- If yes, continue to step 5.
- If no, append "https://ezproxy.ltu.edu:9443/login?url= " to the beginning of the URL and try again.
If this isn't successful, continue to step 5.
5. Try accessing a different database requiring EZProxy.
- If the other database works, gather the name of the original database with the problem and
contact the LTU Library so that they can reach out for vendor for support.
- If neither database works, continue to step 6.
6. Try to log out of Canvas/Blackboard, clear their browser’s cache, log back into Canvas/Blackboard.
- If the problem persists, continue to step 7.
7. Verify that your browser is up to date with the latest version.
- If so, continue to step 7.
- If not, update their browser and try again. If the problem persists, continue to step 8.
8. Try using a different web browser (Chrome, IE, or Firefox).
- If the problem persists, continue to step 9.
9. Does your network location block EZProxy traffic (does it use a firewall)?
- If there are no network issues at the user’s location, escalate the issue to the Help Desk.
- After escalating this, you may request materials to be emailed to your from the LTU Library.
I am locked out of my Canvas/Blackboard account and/or can't change my password.
- Contact the Help Desk.
I am being asked for my Blackboard login information/credentials. Where do I find those?
- It is the same information that you use to log into Canvas.
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 and Download PDF. 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 Adobe Digital Editions. Instructions are HERE.
