Electronic Resources Troubleshooting Tips

• Who do I call for technology related help?
• I'm off-campus, and I cannot get to a database.
• I'm having trouble with my UNCG username and/or password.
• I am attempting to access a resource from a link in a LibGuide, Canvas, or other source and can’t get to the resource.
• Could I be having issues because of my firewall?

• Who do I call for technology related help?
• For questions related to accessing a library database, email erhelp@uncg.edu.
• For assistance with your username and password, call 6-TECH (336-256-8324) or online.

• I'm off-campus, and I cannot get to a database.
• If you see an error message saying that the proxy service is not set up correctly. This is not a problem you can fix. Email erhelp@uncg.edu right away.
• You may need to delete cookies, cache, and history in your browser.
• Deleting Firefox Cache and Deleting Firefox History/Cookies
• Deleting Chrome Cache and Other Browser Data
• Deleting Internet Explorer Temporary Files
• Clear history/cookies from Safari on iphone,ipad, or ipod touch
• Clear your browsing history in Safari on Mac
• If you have been accessing the resource off-campus from a search engine, try to find that resource searching at library.uncg.edu using the All search, the Catalog search, or the Databases List. When off-campus, you can only access to library resources through the library’s website.

• I am attempting to access a resource from a link in a LibGuide, Canvas or other source and I can’t get to the resource.
• If you can’t get to a resource, it could be that the link you have selected or have been sent is not formatted properly (especially if you are off-campus). Try and access that resource directly through the library website.
  • For an article or book, use the main search box near the top of library.uncg.edu.
  • For a database, use the Databases List.
  • For a specific journal, use the Journal A-Z list.
• If you find the needed resource via one of the above links and it is still not working (or you cannot find the needed resource), contact erhelp@uncg.edu.

• I'm having trouble with my UNCG username and/or password.
• Your password may have expired. You may need to reset your password. Please see this iSpartan password reset information..
• When typing your password:
• Make sure that Caps Lock is NOT ON.
• If you are using the keypad on your keyboard, make sure NumLock IS ON.
• Your username and password are the same ones you use to access your UNCG email and Canvas.
• For further assistance with username and password issues, contact 6-TECH online of via phone at 336-256-8324.

• Could I be having issues because of my firewall?
• A firewall at work or home may interfere with the proxy server that the Libraries uses to provide access to off-campus users.
• From WORK: If you are attempting to access UNCG resources from work, contact the network administrator at your company to help you with this issue.
• From HOME: If you are trying to gain access from home, then you will need to modify your firewall settings. Consult the manual for the software you are using.