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Electronic Resources FAQs & Troubleshooting

Electronic Resources:

  • What are electronic resources?
  • Electronic resources are any materials accessible online, including databases, eBooks, journals, streaming video, and other digital formats.
  • How do I access electronic resources?
  • Users can access electronic resources through the library website by searching in Primo, on the A-Z Database List, or via additional resource suggestions on subject-specific research guides.
  • Why do paywalled articles show in Primo?
  • Paywalled articles show up in Primo because the discovery index includes a massive, comprehensive catalog of scholarly literature metadata, regardless of the library's subscriptions. Including these results ensures you find all relevant research, and the presence of the record's metadata helps facilitate access via Interlibrary Loan (ILL). To limit your search to only materials the library has direct access to, simply click on the 'Search beyond Livermore Library' toggle under 'Refine Your Results' to turn it off.

Library Databases:

  • What is a database?
  • Databases are online searchable collections of information that libraries subscribe to. These resources provide access to research materials such as scholarly articles, books, streaming video, and other digital formats.
  • How do I access library databases?
  • Users can access databases through the library website by searching in Primo, on the A-Z Database List, or via additional resource suggestions on subject-specific research guides.
  • What is the difference between a full-text and an indexing/abstract database?
  • A full-text database contains the complete text of the documents indexed, while an indexing/abstract database provides summaries (abstracts) and indexing information about documents.

Linking to library resources from Primo:

If you want to link to library resources, the best way to do so is by using the "permalink" found in the Primo record. This ensures you're always prompted to log in and can access the materials even if you're off-campus.

Here's how to find the permalink in Primo:

  1. Search for the desired resource in Primo.

  2. Click on the title of the resource to open its Primo record.

  3. Look for the “Get Permalink” button in the "Actions" section, just below the title.

  4. Click on "Copy Permalink to Clipboard."

  5. Paste the permalink wherever you would like the resource to be linked.

Linking to library resources from databases:

To link directly to library resources from within databases, always use the "Copy URL" or "Share" option (the exact wording varies by database) rather than copying from the address bar. This method is more efficient because it typically embeds our library's proxy or customer information directly into the URL, ensuring seamless access for all, including off-campus users.

Start from the Library Website:

  • Always begin your search from the Livermore Library's website, using our search tools (e.g., Primo, A-Z Lists, & Research Guides). Bookmarked or direct links to resources may not properly authenticate you as a library user, especially when off-campus, and can break over time.

2. Clear Your Browser's Cache and Cookies:

  • This is often the most effective first step. A browser stores temporary files (cache and cookies) from previous visits, which can sometimes interfere with accessing updated or authenticated content.
  • How to clear: The exact steps vary by browser (Chrome, Firefox, Safari, Edge), but generally, you'll find this option in your browser's settings or history. Look for "Clear Browse data" or something similar in your browser settings.
  • After clearing, restart your browser.

3. Try a Different Browser:

  • If clearing cache and cookies doesn't work, try accessing the resource using a different web browser (e.g., if you're using Chrome, try Firefox or Edge). Sometimes, a specific browser or its settings might conflict with a particular resource.
  • Ensure your browser is up-to-date. Older browser versions may not be fully compatible with newer e-resources.

4. Check Browser Settings:

  • Enable Cookies: Many databases require cookies to function properly. Ensure your browser is set to accept them.
  • Disable Pop-up Blockers: Some resources use pop-up windows to deliver content. Temporarily disable your pop-up blocker or add the library's domain as an exception.
  • Enable JavaScript: JavaScript is essential for interactive web pages. Make sure it's enabled in your browser settings.
  • Check Add-ons/Extensions: Certain browser extensions (like ad blockers or Zotero Connector's auto-proxy setting) can sometimes interfere with resource access. Try disabling them temporarily.

5. Off-Campus Access Specifics:

  • Log in through using UNCP credentials: When off-campus, you'll usually be prompted to log in with your university credentials. Make sure you're using the correct username and password (Campus email and password).
  • Start from the library website: Again, this is crucial for off-campus access to ensure proper authentication.

6. Common Error Messages and What They Mean:

  • "Error 400," "Bad Request," or page times out: Often resolved by clearing cache/cookies.
  • Paywalls preventing access:
    • You might not be accessing through the authenticated library link.
    • The library might not have a subscription to that specific content (e.g., the article is outside the licensed date range).
    • There might be an issue with the content provider's access.
  • "Oops! This resource is not configured for access": This usually indicates an issue on the library's end that needs to be reported.
  • "Maximum number of concurrent users": A few resources have limits on how many people can use them simultaneously. Wait a few minutes and try again.

7. Specific Content Checks:

  • Journal Articles/Ebooks: If you're looking for a specific article or ebook, check the library catalog or journal A-Z Database List to confirm the library has access to that particular volume, issue, or edition, and that the publication date falls within the library's subscription dates.
  • PDFs not opening: Ensure you have a PDF reader (like Adobe Acrobat Reader) installed and that the file isn't unusually large.

8. Gather Information for a Report an Access Issue form:

If the above steps don't resolve the issue, you'll need to submit a ticket. To help the library staff, be prepared to provide the following information:

  • Your Name and Contact Information: e.g., student ID, email address
  • Date: The day the issue occured
  • Email: Your university email
  • Status: Are you a student, faculty or staff member, or another type of user
  • What you were trying to access: Specific database name, journal title, article title, ebook title, or type of resource
  • Resources URL: Having the URL, if possible, helps us identify if the issue is a broken link, proxy errors, or something else entirely
  • Resource Format: Were you trying to access a database, eBook, journal, Primo, or another format type.
  • Your Location: On-campus vs. off-campus
  • Details of the issue: The exact error message you received (if any) and at what point in the process it appeared. Screenshots are extremely helpful! Additional information on how you tried to access it, such as, from the library's A-Z database list, through a specific search in the library catalog, a link from a professor's course page, Google Scholar, a bookmarked link. Also include any other relevant details, like "It worked yesterday," "It works on my phone but not my laptop".

By performing these basic troubleshooting steps and gathering relevant information, you can often resolve the issue yourself or provide library staff with the necessary details to quickly assist you.

 

A-Z Databases List Report Access Issue

 

 

  • Start with a Primo Search. Primo resources will automatically ask you to login via Microsoft Azure login if you're off-campus.
  • Find your database, explore new databases, or view current database trials on the A-Z Database list.

Who can get access

All current UNCP students, faculty members, and employees with an active UNCP account can access a majority of Libraries-subscribed databases and online resources from an off-campus location.

Users should sign in with: username@uncp.edu or username@bravemail.uncp.edu

 

Azure Login, UNCP

 

If students are unable to sign-in via Microsoft Azure, they can try changing the account password.

UNCP faculty, staff, and students can use Frame to mimic on-campus access.

Alumni and public access to electronic resources

Off-campus access to our databases and online resources is restricted to current students, staff and faculty. Public patrons can use the public computers located on the first floor of the library to access our resources without an account. Please use our Contact Us page for more information.

Need help?

If you don’t find what you need, please use our Contact Us page, submit an interlibrary loan request, or submit a purchase suggestion.

If you’re having difficulty with locating specific resources in our databases, please use our Contact Us page, or email us at ref.desk@uncp.edu

If you’re having difficulty with accessing library resources after following the above guidelines, please Report an Access Issue.