Common access problems and solutions
Quick checks & solutions:
- Check your settings.
- When did you last reboot your computer?
- Are you using the Flinders Virtual Private Network (VPN) service?
- I can't access any databases.
- Does the library subscribe to the journal title you want?
- Do you have cookies enabled on your computer?
- Is the resource available off campus?
- What is the date on your computer?
- Company or ISP firewall?
- The "connection has timed out" error
- Adobe acrobat trouble?
- Report a problem
Check your settings
- Empty your browser's cache
- FireFox: From the Tools menu, select Clear Recent History...
Ensure cookies and cache are selected, and select Clear Now to finish.
- Internet Explorer: Tools --> Delete Browsing History...
Ensure Temporary Internet Files and Cookies are selected,
and click Delete to finish.
When did you last reboot your computer?
Many seemingly dire problems can be fixed by simply rebooting your computer - particularly if you don't regularly switch off your computer.
If the problem reappears after you have rebooted you will need to investigate further.
Does the library subscribe to the journal title you want?
Many providers enable access to all of their published titles via one site, however access to individual titles is dependant on the subscriptions held by Flinders Library. Check that we subscribe to the title in the catalogue first, or by using the search box below.
Note the coverage details (what years are available) for electronic access. Often only issues published after 1995 are available online.
I can't access any databases.
The databases list from the Library's homepage is delivered via port 8331. This may be blocked by a company or ISP Firewall. There is a backup version of this list available on the databases LibGuide.
Are you using the Flinders University's Virtual Private Network (VPN) Service service?
It is not necessary to use the VPN service to gain access to any library resources. Close the VPN service and try again.
Do you have cookies enabled on your computer?
In general, only the information that you provide, or the choices you make while visiting a Web site, can be stored in a cookie. For example, the site cannot determine your e-mail name unless you choose to type it. Allowing a Web site to create a cookie does not give that or any other site access to the rest of your computer, and only the site that created the cookie can read it.
Setting your Browser to Accept Cookies
There are many reasons why a cookie could not be set correctly. Below are the most common reasons:
- You have cookie notification switched on in your browser and you did not accept the cookie set request. To remedy this, hit your browser's Back button and try again, accepting the cookie this time.
- You have cookies disabled in your browser. You need to reset your browser to accept cookies or to ask you if you want to accept cookies. For information on enabling cookies see the browser cookies page. For further information about cookies see the information about cookies from Microsoft.
- Your browser does not support cookies. See if your browser accepts cookies here.
Is the resource available off campus?
Many, but not all Library resources are available off campus. Some providers limit access to their resources by domain, meaning only patrons using a computer located on the Flinders campus can access the resource. Check that the resource that you are trying to access is available from your location.
The title list pages, and the Library catalogue indicate which resources are not available off campus.
Check the date on your computer. If your computer's clock shows a date before 1 Jan 1970 then the browser will automatically forget the cookies. (see above) To fix this, simply set the correct time and date on your computer.
Company or ISP firewall?
Are you accessing the resources from your home or company office?
Is your browser showing a "connection has timed out" error?
If so, you may run into problems with your company's or ISP's network security system.
If you have persistent difficulty getting into some resources, contact your network provider or ISP and discuss the issue with them. Some companies do not allow access on ports other than port 80 and 443.
Some University Library resources are available on other ports. For example;
You'll need to work out the difficulties with your network providers, as we have no control over such variables, nor do we have any idea what particular piece of the security system might be causing the problem. The best advice, of course, is to clear your plans with your IT or ISP staff before starting the process.
- port 210 for Z39.50 (Endnote Connection File access to many databases)
- port 1443 and 8991 for FindIt@Flinders access
- port 7090 for Z39.50 (Endnote access to the library catalogue)
- port 8331 for MultiSearch and database access
- port 2443 and ports 2048 - 2200 for the Alimni e-library service
Adobe Acrobat Reader trouble?
You have got through the maze, and now your Acrobat document is misbehaving.
Adobe Acrobat is one of the most popular formats for electronic journals. It is widely used on a number of platforms. Occasionally however, an Acrobat document will not download, looks strange when viewed on-screen or will not print.
When this happens take a look at the Adobe Reader Support Page.