Troubleshooting
If you are experiencing problems accessing our electronic resources, please spend a few moments going through our Frequently Asked Questions.
- I don't have a username/password
- I get a message telling me that my username/password is incorrect
- My username/password works with WebMail and MyUNE, but not when accessing other electronic resources
- The system accepts my username/password, but I'm still having problems
- I'm able to search for items in an electronic index, but I'm having problems viewing or printing the Adobe Acrobat files
- I'm having trouble with the library catalogue. Everytime I try to search the catalogue, I get a message saying the page I want can't be displayed
- Nothing on this page helped, what should I do?
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Browser support
Please note that we recommend the following browsers for access to the widest range of electronic resources from the UNE Library site: |
1. I don't have a UNE username/password
You can register for a UNE username/password online. After submitting the form, there will be a delay of up to three hours before your account becomes active.
If you are having problems accessing this form, you can also register by phoning the IT Service Desk on (02) 6773 5000 or emailing servicedesk@une.edu.au.
2. I get a message telling me that my username/password is incorrect
Check that Caps Lock key is not on. Another common mistake is using your email address as your username. Remember to drop the @une.edu.au at the end of your username (eg type jsmith not jsmith@une.edu.au).
If you have forgotten your password, you can re-register using the online form. Otherwise, you can contact the IT Service Desk on (02) 6773 5000 or email servicedesk@une.edu.au.
3. My username/password works with WebMail and MyUNE, but not when accessing other electronic resources
The answer might be that your main account has been disabled. If your account has been disabled, the likely reason is that you entered your username/passsword incorrectly. Do this too often, and you are locked out. You can re-register using the online form or telephone the IT Service Desk on (02) 6773 5000 or email servicedesk@une.edu.au.
4. The system accepts my username/password, but I'm still having problems
Common problems include:
Possible solutions are detailed below.
Please note that the instructions below relate to the most common configurations for Internet Explorer, Netscape Navigator/Communicator, Firefox and Safari. For instructions relating to other browser configurations/platforms, please contact the IT Service Desk on (02) 6773 5000 or email servicedesk@une.edu.au.
Your browser might be caching a failed access attempt. If so, you need to delete the offline content stored by your browser. The steps are as follows:
- Internet Explorer 5.x/6.x: Go to the Tools menu and choose Internet Options. Click on Delete Files. Click OK. Close and restart the browser
- Internet Explorer 7.x: Go to the Tools menu and choose Internet Options. Click Delete under Browsing History. Click Delete Files. Click Close. Close and restart the browser
- Netscape Navigator/Communicator 6.x: Choose Preferences from the Edit menu. Click Advanced. Click Cache. Click Clear Memory Cache. Click OK. Click on Clear Disk Cache button. Click OK. Close and restart the browser
- Netscape Navigator/Communicator 7.x: Choose Preferences from the Edit menu. Click Advanced. Click Cache. Click on the Clear Memory Cache button. Click OK. Click on Clear Disk Cache button. Click OK. Close and restart the browser
- Netscape Communicator 8.x: Choose Options from the Tools menu. Click Privacy. Click Clear. Click OK. Close and restart the browser
- Firefox 1.0: ChooseOptions from the Tools menu. Click Privacy. Click Clear. Click OK. Close and restart the browser
- Firefox. 1.2: ChooseOptions from the Tools menu. Click Privacy. Click Cache tab. Click on Clear Cache Now. Click OK. Close and restart the browser
- Firefox. 2.x: ChooseOptions from the Tools menu.. Click Clear Now. Click Clear Private Data Now. Click on OK. Close and restart the browser
- Safari 1.x: Choose Empty Cache from the Safari menu.
Click Empty. Close and restart the browser
Another possibility is that you need to enable cookies on your browser. Lexis/Nexis, for example, only works with browsers that accept cookies.
- Internet Explorer 5.x: Go to the Tools menu and choose Internet Options. Click on the Security tab. Click on Custom Level. Scroll down to the Cookies section and select Enable. Click OK. Close and restart the browser.
- Internet Explorer 6.x: Go to the Tools menu and choose Internet Options. Click on the Privacy tab. Click Advanced. Scroll down to the Cookies section and select Always Allow Session Cookies. Click OK. Close and restart the browser.
- Internet Explorer 7.x: Go to the Tools menu and choose Internet Options. Click on the Privacy tab. Under Settings, click Advanced. Check Override automatic cookie handling under Cookies section in Advanced Privacy Settings window. Next to First-party Cookies, click Accept. Next to Third-party Cookies, click Accept. Click Always allow session cookies. Click OK. Click OK. Close and restart the browser.
- Netscape Navigator/Communicator 6.x: Go to the Edit menu and choose Preferences. Double click on Privacy & Security. Select Cookies from the drop-down menu. Click in the Enable All Cookies radio button. Click OK. Close and restart the browser.
- Netscape Navigator/Communicator 7.x: Go to the Edit menu and choose Preferences. Double-click on Privacy & Security. Click on Cookies. Click in the Enable all cookies radio button. Click OK. Close and restart the browser.
- Firefox 1.0: Choose Options from the Tool menu. Select/expand Cookies. Select Allow Sites to Set Cookies.Close and restart the browser.
- Firefox 1.5: Choose Options from the Tool menu. Click on Privacy tab. Click the Cookies tab. Select Allow Sites to set Cookies. Close and restart the browser.
- Safari Version 1.x: Choose Preferences from the Safari
menu. Click on Security tab. Select Enable JavaScript. Choose
Only from sites you navigate to or Always in the Cookies
area. Close and restart the browser.
A third possibility is that JavaScript has been turned off on your browser. This can effect some indexes, such as ProQuest.
To enable Javascript in your browser:
- Internet Explorer 5.x: Choose Internet Options from the Tools menu. Click Security. Click Internet. If there is a slider bar, move the bar to Medium, otherwise click on the Custom Level button. Scroll down to Scripting. Click Enable if this is not selected. Click OK. Close and restart the browser.
- Internet Explorer 6.x: Choose Internet Options from the Tool menu. Click on Security tab. Click Internet. Click Custom Level. Scroll down to the Scripting. Click in the Enable radio button under Active Scripting if this is not selected. Click OK. Close and restart the browser.
- Internet Explorer 7.x: Choose Internet Options from the Tools menu. Click Security. Click on Custom Level. Scroll down to Active Scripting. Click Enable. Click OK. Click OK. Click Yes. Click OK. Close and restart the browser.
- Netscape Navigator/Communicator 6.x: Choose Preferences from the Edit menu. Click Advanced. Click Enable JavaScript for Navigator. Click OK. Close and restart the browser.
- Netscape Navigator/Communicator 7.x: Choose Preferences from the Edit menu. Click Advanced. Click Scripts & Plugins. Under Enable JavaScript, click Navigator. Click OK. Close and restart the browser.
- Firefox 1.5/2x: Choose Options from the Tools menu. Click Content. Click on Enable Javascript check box if this is not selected. Click OK.Close and restart the browser.
- Safari Version 1.x: Choose Preferences from the Safari menu. Click on the Security icon. Click the checkbox next to Enable Javascript if this is not selected. Click OK.
Non-Standard browsers
ISPs that use their own versions of Internet Explorer sometimes present
a problem. An easy workaround is to connect to the Web using the copy
of Internet Explorer provided by the ISP, minimise the browser
session and then launch another copy of Internet Explorer. Use this second
copy of Internet Explorer to search our electronic resources.
This can be a particular problem with the latest versions of Internet Explorer. Follow these steps:
- Internet Explorer 6.x/7.x: Choose Pop-up Blocker from the Tools menu. Choose Turn Off Pop-up Blocker.
If you have installed a separate pop-up blocker, turn off this application, quit your browser and attempt to access the resource again.
Firewalls
If you are a member of the staff of the Department of Defence, or any other
high-security installation, it is possible that you will find that your office
firewall will interrupt access to our electronic resources. In this case, our
best advice is to access our electronic resources from your home, an Internet
Cafe or Public Library.
Personal firewalls/virus protection software can also cause access problems with UNE resources. Difficulties have been reported with Symantec products such as Norton Personal Firewall and Norton Internet Security.
If you have either program installed, please temporarily disable your firewall/virus protection and see if that allows you to connect to the relevant resource. For information on how to turn off either program, see the Symantec site.
If disabling Norton Personal Firewall or Norton Internet Security
allows you to proceed, refer to the Technical
Support pages on the Symantec site. These pages will show you how to modify
the settings on your software so that you can use our electronic resources.
SSL Layers
If Secure Socket Layers (SSL) are not enabled on your browser, this can prevent you from logging onto LexisNexis and some other resources. For further information, see the LexisNexis page on enabling secure socket layers.
5. I'm able to search for items in an electronic index,
but I'm having problems viewing or printing the Adobe Acrobat files
PDF documents are now widely used to publish full-text articles on the Web. You need a copy of the Adobe Acrobat Reader plug-in to view and print a PDF. In most cases, this presents no problem, as a copy of this plug-in was almost certainly installed with your browser. If you don't have a copy of Adobe Acrobat Reader, you can obtain it from the Adobe site.
Many Adobe Acrobat documents are quite large: their size is often measured in Megabytes (millions of bytes) rather than Kilobytes (thousands of bytes), as is the case with most HTML files. This can cause problems when you are on a slow connection. A common symptom is that nothing appears to happen after you click on a link to an Adobe Acrobat file. The Adobe Acrobat window comes up, but the document remains blank. In such cases, your solution might be to download the file onto your hard drive and view or print it from there. The process is as follows:
- Hold your mouse over the link to the PDF file
- Right click on the link
- Choose Save Target As in the pop-up menu which appears
- Select a location on your hard drive in the Save As dialog box
- Click on the Save button. The file is now saved onto your hard drive. You can open this file just by double-clicking on its icon.
If you can view an Adobe Acrobat file, but have trouble printing it (receiving reports such as PostScript errors or out-of-memory errors), there are a number of things you can do. You can try to:
- save the file to your hard drive first (see above).
- print it on a different printer, preferrably one with more memory.
- print it one page at a time.
If none of these work, it's probably time to download a newer copy of Adobe Acrobat from the Adobe site.
6. I'm having trouble with the library catalogue. Everytime I try to search the catalogue, I get a message saying the page I want can't be displayed
If you are a Netscape Communictor/Navigator user, the problem is almost
certainly due incompatibilities between the online catalogue and some versions
of Netscape. We recommend that you use either Internet Explorer (Windows)
or Safari (Mac) (see above). Firefox is also
fine with the catalogue, but some of the electronic resources available on the
Library site have minor problems with this browser, so we advise that you use
these browsers instead.
If you are already using Internet Explorer, Firefox or Safari, the difficulty might be a caching problem. (see above)
If you are using Norton Personal Firewall or Norton Internet Security (and the problem occurs when you attempt to access electronic journals), the problem is probably your firewall settings. Depending on your settings, these programs can block access to Ezproxy, which is used to authenticate catalogue users when they go to subscribed electronic resources. (see above)
Further Help
For further help contact the Information Desk at the University Library on
02 6773 2458 or email cbarnes@une.edu.au.