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Login and Proxy Issues - Troubleshooting

Troubleshooting login issues with EZproxy

Check these Problems

  • Start at the Library Homepage +
  • Or start at the Databases Page
  • Don't use links from within Blackboard - copy/paste them to new browser window/tab *
  • Blackboard requires the entire email address as the username, ours only requires the username (before the @ for students)
  • Ensure Cookies are enabled for their browser (usually these are enabled by default) and clear the cache
  • Username in Blackboard is full email address, but username to access library resources is just username (e.g. name_last1, smithj)
  • Try logging in using a different browser (Chrome, Firefox, Internet Explorer, Edge, Safari, Opera, etc.)
  • Ensure user is carefully typing their password - password keepers in browsers often don't work wtih EZproxy **
  • Try logging in using a different computer or device
  • Try logging in using a different network/wifi (try phone 3G/4G or a public wifi like McDonald's) ***
  • Ask user if they are getting a specific error message (some are from EZproxy which helps diagnose issue)
  • With EDS or Ebsco resources specifically, check to make sure they have a WMS account (required for Ebsco, also see next point)
  • The patron may have both a student username and an employee username-- if one doesn't work, try the other ****
  • If all else fails, get their EKU ID number and create a ticket in libanswers, call Library Systems (2-2033) or IT (2-3000)

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