The page provides (hopefully) quick solutions to common access problems
Problem: My password isn't working
Answer: Reset your password
This sort of problem can be managed through User Account Tools within myUNE. Using these tools you can:
- Register for a new password.
- Reset your password.
- Change your password.
- Re-enable your account (if you have been locked out).
- Update your security questions.
Problem: My password doesn't work, but I know it is correct and I haven't been locked out
Answer: Check that Caps Lock are not on
Sometimes the answer is suprisingly simple.
- Check that Caps Lock is not activated on your keyboard.
- Type only your username NOT your email address (eg enter jsmith NOT firstname.lastname@example.org or email@example.com).
Problem: My password works everywhere else but with one database
Answer: Contact the Library
A small number of electronic resources require a password other than your UNE username/password. Contact the Service Desk on (02) 6773 2458 for further nformation.
Problem: My browser doesn't seem to work with one or more resources
Answer: Is your browser too old?
Older browsers may cause problems with UNE systems. Please ensure that you have installed:
- Firefox 45 or higher (download Firefox): Firefox is the recommended browser
- Internet Explorer 11 (download Internet Explorer)
- Google Chrome 48 or higher (download Chrome)
- Safari 9 for Mac. This is already on the Mac.
NOTE: Microsoft Edge (on Windows 10) is not currently supported and is incompatible with some UNE systems such as Moodle.
Please use Internet Explorer 10 as an alternative on Windows 10 or another compatible browser such as Chrome or Firefox.
Answer: Is the problem IE's compatibility mode?
Compatibility mode is a feature that tells your browser to render sites as if your browser was an earlier model of Internet Explorer.
In general, there are three ways to turn off compatibility view in Internet Explorer:
1. Unclick the Compatibility View button icon on your browser's Address bar.
2. Adjust your settings using the Compatibility View menu item on the Tools menu.
- Go to the Tools menu.
- Compatibility view settings.
- Unclick Include updated web sites list from Microsoft if this option is checked.
- Unclick Display all websites in compatibility view if this option is checked.
- Click on Close.
3. Use the Developer Tools panel to set your desired compatibility level.
- Press F12 on your keyboard. This will display the Developer Tools panel.
- Change your Browser Mode to 9.
- Click on Document Mode to 9.
Answer: Are your browser settings correct?
UNE's Browser test page will check your browser to ensure that all relevant settings are set correctly.
Problem: Everytime I try to access a particular electronic resource, I get an error message or the resource does not load
Answer: Is the problem your browser's cache?
Caching errors are often the explanation when you cannot access a particular resources. Caching causes your brower to replay a previous failed attempt.
If so, you need to clear your cache or browsing history. Refreshing Your Cache provides instructions on how to do this.
Problem: I can't proceed because I am warned that cookies are not enabled or turned off
Answer: Turn on cookies
If you receive error message such as "cookies are not enabled", you need to turn on cookies on your browser.
To learn how to manage your cookies, see these pages:
Problem: My browser doesn't appear to work properly with a particular electronic resource, even though I can login
Problem: Java-based interactive content does not work
Answer: Is the problem due to the Java settings on your browser?
Use the Browser test page to see if Java is working on your browser. If not, install and enable Java from the Sun site. If Java is installed, but not switched on, see the advice on on how to enable Java from the same site.
Problem: After clicking a link inside a particular electronic resource, the new content I expect to see does not appear
Answer: Is the problem due to the pop-up blocker settings on your browser?
Use the Browser test page to see if a pop-up blocker is active on your browser.
Turn-off pop-up blockers on your browser or allow pop-ups for une.edu.au. For information on turning-off your pop-up blocker, see
For further help with allowing pop-ups please contact the ITD Service Desk at firstname.lastname@example.org or on (02) 6773 5000.
Problem: My password is correct, but I can't access one or more electronic resources from a particular computer
Solution: If you work at the Department of Defence or any other high-security installation, your office firewall may interrupt access to our electronic resources. Talk to the IT staff at your workplace or access our electronic resources from your home, an Internet Cafe or Public Library.
If the problem occurs at home, the cause may be the firewall/virus protection on your computer. Personal firewalls/virus protection software can also cause access problems. Temporarily disable your firewall/virus protection and see if that allows you to connect to the relevant resource.
Information on how to disable your firewall if available online.
If turning off your personal firewall/virus protection solves the problem, you might like to switch to Sophos, which is free to all UNE students.
Problems with Adobe PDF files
Problem: My computer tells me that does not have the software to view a PDF
Solution: Download and install Adobe Reader.
Problem: I can't read an ebook after downloading it to my desktop
Solution: Many ebooks require you to download and install Adobe Digital Editions.
Problem: I've got Adobe Reader, but I still can't view a PDF
Solution: If you have problems viewing or saving a PDF, change your Adobe Acrobat settings to ensure that the PDF is displayed outside your browser. If you a using Chrome and can only see the first page of a PDF from eReserve, EBSCOhost or ProQuest, the problem is probably the Chrome PDF Viewer. To resolve the problem:
- Type chrome:plugins in the Chrome address bar.
- Disable Chrome PDF Viewer.
- Enable Adobe Reader.
See also the advice on Protected Mode below.
Problem: I can view PDFs, but not print them
Solution: If you can view an Adobe PDF file, but have trouble printing, you can:
- Save the file to your hard drive before printing.
- Print it on a different printer (preferably one with more memory).
- Print the document one page at a time.
If none of these work, your reader software might be corrupted. Download a newer copy of Adobe Reader. This often fixes the problem.
Saving Adobe PDFs from eReserve
Problem: I can't save PDFs from eReserve
Answer: The problem might be Internet Explorer's Protected Mode
If are using Internet Explorer, the most likely reason is that your browser is operating in Protected Mode or Enhanced Protected Mode. Turn off both Protected Mode and Enhanced Protected Mode and see if this makes a difference. For information on how to do this, see the Microsoft support information on Protected Mode and Enhanced Protected Mode. If this is the problem, the easiest solution is to switch to another browser. If you wish to continue using Internet Explorer, you need to add une.edu.au to your list of Trusted Sites.
If Protected Mode is not the problem (or you are not using Internet Explorer), try to save the PDF in different ways. Right-click on the PDF document in the Adobe Reader window and choose the Save command. Another option is to choose Save As from the File menu in Internet Explorer or Save Page As from the File menu in Firefox.
If none of this works, reinstall your copy of Adobe Reader or use a different browser.
Problem: Google Scholar is blocking me from searching
Answer: Change your Google Scholar settings.
Google uses CAPTCHA to protect itself from bots (robots that trawl the Web downloading content). Whenever a network is sending Google Scholar an abnormal amount of traffic, Google Scholar will display a CAPTCHA message to users coming from that address.
Sometimes, UNE's servers send an unusually high amount of traffic to Google Scholar, which causes Google Scholar to limit access. This is a known issue which effects universities across the globe.
For unknown reasons, Google Scholar is sometimes unable to display the CAPTCHA tool correctly. In such cases, users might see different messages or be unable to complete the CAPTCHA task successfully, despite repeated attempts.
Fortunately, there is a quick solution. Follow these steps:
- Launch your browser.
- Go direct to the following Web address: https://scholar.google.com.au.
- Click on the menu icon in the upper left.
- Click on Settings.
- Click on Library Links.
- Type University of New England in the Show library access links box.
- Click on the blue Search button.
- Click in the check box next to University of New England (AUSTRALIA) - Full-Text @ UNE.
- Click in the check box next to UNIVERSITY OF NEW ENGLAND – ProQuest Fulltext.
- Click on the cookies link below the Save button for instructions on ensuring that you have enabled cookies.
- Click on Save.
Scholar should now recognise you as a UNE student. However, you must run future searches from https://scholar.google.com.au. Do not run searches from the search widget on the Library home page.
Problem: I am having problems using ebooks
Answer: Seek advice from specialist support staff at the Libary
Contact the Library Service Desk on 02 6773 2458 to be referred to an ebook specialist or email email@example.com.
Problem: Wiley Online Library content is in ReadCube format
Answer: No action is required
ReadCube is a new desktop application for managing PDFs. Full-text content in the Wiley Online Library is now in the enhanced ReadCube format. However, you do not need to install any additional software to view this content.
The ReadCube desktop application is not currently supported at UNE. We do not advise downloading the application from the link provided in Wiley Online Library.
If you do install ReadCube, you may find that you need to reset Adobe Reader as your default application for viewing PDFs. For advice, see Managing PDFs in your browser.
Problem: Clients use satellite-based connections have problems reading clients Adobe Acrobat (PDF) files
Answer: Investigate the use of a virtual private network
Some clients with satellite-based NBN connections report issues with the downloading, reading and printing of Adobe Acrobat (PDF) files. PDFs appear as a string of garbled characters:
Fortunately, a virtual private network (VPN), provides a solution. If you are a NBN customer, and are experiencing problems with PDFs, try a VPN like TunnelBear. TunnelBear is fast, easy to use, and free for downloads of less than 500 MB per month (so only use it when necessary, unless you want to buy the paid version). There is also a Chrome extension. Other free VPNs include Hotspot Shield Free, which has a much higher download limit (750MB per day), but a number of disadvantages.
If you need any help setting up your VPN, please contact the Library.
Contact the IT Service Desk on (02) 6773 5000, or phone the Library Service Desk on (02) 6773 2458. Online Student Enquiries are toll-free on 1800 059 735.