Troubleshooting Database Access & Service Interruptions
Due to the constantly evolving nature of technology, database access problems are reported to librarians frequently. The information here is meant to serve as:
- an up-to-date resource documenting known problems and suggested work-arounds for library databases
- a place to alert you to the newest features available in databases
- a work in progress! Updates will be made frequently to this page
Click on the database name that you are having problems with:
| Cambridge Scientific Abstracts (CSA) | CQResearcher | ebrary | EBSCOhost | E-Library
| ERIC | FirstSearch (OCLC) | ILLiad
Journal Search | JSTOR | Library Catalog | LinkSource | Literature Resource Center |
| Oxford | ProQuest | RefWorks | ScienceDirect
Alphabetical listing of databases with their access and improvement notes:
Don't see your database listed? Contact us
1. Access all databases through the library website links whenever possible. Other pathways may prove to be problematic (for example, sometimes there are problems accessing databases through UASOnline links).
2. The only usernames and passwords you should need:
Your UA username and password for off-campus access (see the Help Desk ELMO page to look up your username.)
RefWorks Group Code (when off campus)
Refworks, ebrary, and netLibrary have special account usernames you set up for yourself
Some off-campus users may require a username and password for EBSCOhost databases, and for Gale/Infotrac databases. Contact us if you live in Alaska or you are an affiliate of the university, and we will provide you with this information.
3. If you are having problems accessing or using a database, it is always a good idea to try another browser or browser version. In other words, try Internet Explorer if you experience problems in Netscape Navigator. Many databases provide information about known browser compatability problems in their Help sections. We address browser issues (when known) with databases listed on this page.
4. Remember - there is a reason for each and every access problem! Sometimes it is a downed server, sometimes it is a wrong password, sometimes it is a compatability problem with the browser or operating system you are using. We can help you get to where you need - please contact us so that we are aware of problems and may help you! ^
General Outage Notices
Supported browsers for CSA databases:
Netscape 6.0 or newer, Internet Explorer 5.0 or newer
(older versions may produce random errors)
"Locate document" is a new feature that has been added to CSA. This link allows you to search our library catalog, to see if we have the book or journal you need - before you request an Interlibrary Loan.
Fairbanks Fisheries students and faculty having off-campus access problems? You must contact Gabrielle Hazelton 796-6451. She will provide your student information to the Help Desk, so that your profile is added, allowing you off-campus access to this database.^
Our licensing for this database allows for 5 concurrent users. If you cannot gain access, try accessing from another computer if possible. If you still cannot get in, chances are that 5 people are currently using CQResearcher. Try again in an hour. Report if you continue to have problems. ^
There are some browser incompatability problems with viewing books in ebrary. If you experience difficulties, please contact us so that we may document these problems and assist you.
Following is a list of supported and non-supported browsers by ebrary:
Windows: 95, 98, 2000, 2000 Professional, XP, XP Professional:
Internet Explorer (IE) 5.x - supported
IE 6.0 - supported
AOL - default browser not supported, IE is supported for AOL users
CompuServe - not supported (problems)
Netscape 4.7 - supported
Netscape 6.0 - not supported (problems)
Netscape 7.0 - supported
Known Macintosh issues:
java 1.6 is not supported on Apple machines that were built before September 2006 and are running an operating system before 10.5.2 (current is 10.5.6). A MacBookPro from October 2006 loves the ebrary reader.
Firefox 3 and the plugin reader do not like each other. Firefox 3 and the java reader work just fine (I just tested it) if you have fulfilled the java contingencies above.
Occasionally with the old plugin a user might get into an install loop. We do have ways to manually install the software listed in our FAQs. It also lists the differences between the plug-in readers across platforms. The Unity (java) reader is uniform across Unix/Linux, Mac, and Windows.
*You must download the ebrary reader at first (once only) in order to view ebrary ebooks. Instructions for this download are at the ebrary site.
Generally, the Internet Explorer browser works better than Netscape for ebrary. You must download the ebrary reader to view books - this may require you to submit a work-order to the help desk if you are using an on-campus computer that does not have the ebrary reader installed.^
EBSCO customer support phone number is 1-800-758-5995 option 2 Email address is Support@ebsco.com
Hours are 24 hours Monday-Friday. Support closes at 8:30 p.m. Eastern on Fridays.
We hope that you will visit EBSCO's Support Site (http://support.ebsco.com/ ) to learn about new features, search among thousands of FAQs, download Flash tutorials, Help Sheets or User Guides, or communicate with Technical Support at any time, using the EBSCO Support Form (http://support.epnet.com/contact/askus.php).
If you are trying to access EBSCOhost databases from a college campus other than the University of Alaska, you may have difficulties accessing the State of Alaska suite of databases (if the college campus you are on also subscribes to EBSCO). There is a work-around for this problem.
Go to this page: http://search.ebscohost.com/userlogin.asp
This page will ask you for login information. Contact the Egan Library for this Ebsco UserID and Password. We will verify your status as a University of Alaska affiliate and provide you with this information. Thank you.New USER ID for off-campus access to EBSCO databases! If you access EBSCO through SLED Databases for Alaskans, and are prompted for a USER ID from EBSCO, that USER ID is a new one. Please Contact the Egan Library or call 1-800-440-2919 for this new ID.
Accessing articles with EBSCO persistent links- If a professor has linked to an article in EBSCO using a "persistent link" and you cannot get to the article by clicking the link, it may be because you do not have an EBSCO cookie on your machine. Go to this EBSCO cookie push URL:
You will see a blank page, but this should add a cookie to your machine. After restarting your browser, you should then be able to gain access to the article throught the persistent link.
Alternatively, you may Contact the Egan Library for an EBSCO UserID and Password. We will verify your status as a University of Alaska affiliate and provide you with this information. Thank you.
EBSCOhost interfaces are best viewed via these browsers:
Microsoft Internet Explorer 5.5+
Macintosh: Safari 1.1
July 2006 e-Library is no longer offered through the Databases for Alaskans.
There have been problems reported when accessing PDF files of full text from the ERIC website. Adobe Reader version 6.0 seems to have difficulty reading ERIC files. If you have this version on your computer, it may be helpful to get the upgrade to 7.0 in order to view ERIC documents. Visit the Adobe site for the latest version of Acrobat Reader for PDF files. ^
It is advised that when you go to OCLC FirstSearch databases, you start by linking to them from the library website. FirstSearch will ask for a username and password if they do not recognize you as a UAS affiliate.
In the OCLC FirstSearch version of ERIC, when linking to "Access EDRS - ESubscribe & EDRS order options" Netscape Navigator version 4.8 will not display ERIC documents. Error message: Parameter Incorrect. Please try another browser or version to access EDRS full text.
Use Internet Explorer when exporting records from OCLC FirstSearch to RefWorks. ^
JSTOR collections are available as TIFF, PDF, or PostScript files. Some people may have trouble downloading or printing the content from JSTOR because the file sizes can be so large. The Economy setting works better for printing and download.
JSTOR now offers a helper-application to download, and users may set their printing preferences during a session. ^
The Library Catalog has a 'keep' function so that you can print or export to RefWorks those items you are interested in.
When working with a List created during a Library Catalog (CCLIC) search, clicking-on the keep tab does not always work when using the Netscape browser. The result is that the selected record(s) are not listed when one attempts to view the list by clicking ‘Kept’.
Repeatedly clicking ‘keep’ until the tab changes to ‘remove’ may cause a record to be saved in a Kept list, but this often doesn’t work.
We recommend using the Internet Explorer browser when searching CCLIC. ^
ProQuest has known display problems with some browsers, especially with Netscape Navigator 7.x version. If possible, try to use Internet Explorer to do searches in ProQuest. ^
Are you having Trouble accessing RefWorks from off-campus? You may need to use a GROUP CODE.
Try going directly to the RefWorks website at: www.refworks.com/refworks, enter the GROUP CODE (you should have received this code in an email from RefWorks if you have already signed up), otherwise, contact us and we will supply you with this code if you are a university affiliate.
There are numerous browser compatability problems in RefWorks. It is best to use:
Internet Explorer 5.0 or later
Netscape Navigator 4.7 or later
Word Processors (for creating bibliographies):
Word for Windows 97 or later, Word for MAC 98 or later.
** Use Write-n-Cite to insert RefWorks citations into papers written in MSWord. Write-n-Cite is a plug-in that you must download from the RefWorks site. If you are using an on-campus computer that does not have this plug-in already installed, you will need to consult with the Help Desk for assistance in downloading.
**If your Internet browser is set to block pop-ups, then this preference will have to be disabled, or set to allow RefWorks pop-ups in order for RefWorks to work properly.
Use Internet Explorer when exporting records from OCLC FirstSearch to RefWorks.
Internet Explorer generally works better than Netscape when using RefWorks. ^