Referrals
First, check and rule out the referral scenarios below. Otherwise, if patron is a current KU faculty, staff, or enrolled student, use this guide to troubleshoot, or refer to acqrs@ku.edu, or submit to Ask a Librarian email in QuestionPoint)
- Enrollment or employment statusIf the issue is related to the patron’s enrollment or employment status or ID (i.e. enrolled or courtesy appointment), refer to Sarah Couch (email: scouch@ku.edu), Collections & Circulation Services Coordinator
- Excessive dowloading or IP blockedWhen Libraries receive a report of excessive downloading, and in many cases either a blocked IP address or range, a strict reporting and security protocol is followed. Refer immediately to acqrs@ku.edu.
Common Questions - What you can do
Questions that Service Desk Staff can ask first when trouble-shooting e-reources access issues:
- Are you currently enrolled as a student? Are you a KU faculty member or staff?
- Are you trying to access databases from on or off-campus?
- Are you using a laptop (wireless connection)?
Use the referral guides (left), or continue troubleshooting:
FIRST, Get the the article to the patron, if possible. If referring to AcqRS, be sure to let us know if the article was provided.
NEXT, troubleshoot these common issues:
- Wireless users: use JAYHAWK Wireless network, and not KUGUEST.
- Authentication path is through the Libraries, whether directly or indirectly:
- direct KU network recognition (on campus), or
- prompt for KU Online ID and password (off-campus)
- advise patron to try login through https://my.ku.edu/
- Avoid / Check if attempting to authenticate via "Access through your Institution"
- Many of these are not set up correctly (yet, or can't be) through KU Network paths
- Report URL to libwebhelp@ku.edu and redirect patron to Authentication paths above.
- Determine if it is one or multiple databases? (Ask them to try another)
- Try another browser (Microsoft IE or Edge, Google Chrome)
- Verify the URL is accurate (Ask for the URL from their browser box)
- Clear browser cache and cookies, and restart the browser.
Other resources for common questions:
- KU Alumni accessAlumni access options are outlined in the guide linked above.
- Ebook dowloading and printing limitsGeneral information can be found on this How to find and download ebooks libguide. Refer to acqrs@ku.edu for more info.
- Ebooks & Mobile devicesGeneral information on using KU ebooks as apps on mobile devices. Refer to acqrs@ku.edu for more info.
- Persistent LinksGeneral information for how to create stable links to articles or chapters for use in other webpages (e.g. Blackboard) can be found on this Linking Directly to Electronic Resources webpage. Refer to acqrs@ku.edu for more info.
