User Services Student Guide: E-resources Troubleshooting

Orientation manual and materials for Public Service Staff


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, or submit to Ask a Librarian email in QuestionPoint)

Common Questions - What you can do

Questions that Service Desk Staff can ask first when trouble-shooting e-reources access issues:

  1. Are you currently enrolled as a student? Are you a KU faculty member or staff?
  2. Are you trying to access databases from on or off-campus?
  3. 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 E-Resources, let us know if the article was provided.

NEXT, troubleshoot these common issues:

  1. Wireless users: use JAYHAWK Wireless network, and not KUGUEST.
  2. Authentication path is through the libraries (prompted for KU Online ID and password, if off campus)
  3. Determine if it is one or multiple databases? (Ask them to try another)
  4. Verify the URL is accurate (Ask for the URL in the browser box)
  5. Clear browser cache and cookies, and restart the browser.
  6. Firewall test ("page could not be displayed", or "it just times out")

Other resources for common questions:


Firewall Test

To determine if it is a firewall issue, try removing the :2048 from the EZProxy string (beginning part) of the URL:

If this does not work, then refer the question to


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Angie Rathmel
University of Kansas Libraries
Watson Library 210