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 quite simple.
- Check that Caps Lock is not activated on your keyboard.
- Enter your username NOT your email address (eg enter jsmith NOT email@example.com or firstname.lastname@example.org).
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 information.
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 Internet Explorer'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: Every time 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 browser 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 email@example.com 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 might 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 is 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.
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: Save to your desktop or explore alternative printing options
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.
Problem: I can't save PDFs
Answer: The problem might be Protected Mode in an older version of Internet Explorer
If are using an older version of Internet Explorer, the most likely reason for the problem 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. If this step resolves your problem, the easiest solution is simply to switch to another browser. If you wish to continue using an older version of Internet Explorer, you need to add une.edu.au to your list of Trusted Sites.
If Protected/Enhanced Protected Mode does not seem to be the problem, try to save the PDF in different ways. Right-click on the PDF document in the Adobe Reader window and choose the Save command.
If you are using ProQuest, and the Download PDF button is not working, click on the Download icon inside the Adobe Acrobat window on the browser page.
If none of this works, reinstall your copy of Adobe Reader or use a different browser.
Problem: I am using the Google Scholar Search box on the Library home page and now I can't access full text by clicking on the journal title.
Answer: The setup for the Search box has been changed to avoid Google Scholar blocking UNE traffic at times of peak demand.
The search box has been rewritten so that Google Scholar will no longer flag high volumes of UNE traffic as malicious. Unfortunately, this means that clicking on an article’s title will no longer take clients to the full-text. Clients will need to use the Full_text_available@UNE link instead, sign in with their UNE username and password and go through Search (Primo) to view the full text.
If you want to access articles by clicking on their title, you can change your Scholar settings so that it remembers your UNE affiliation and run all your searches from the Google Scholar page, and not from the Library home page or MyUNE.
To do so, follow these steps:
- Launch your browser.
- Go direct to the following Web address: <https://scholar.google.com.au>.
- Click on the hamburger 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 correctly.
- Click on Save.
Google Scholar should now recognise you as a UNE student.
Please note that the Library’s Search discovery layer can provide you with immediate access to full-text journal articles, e-books and other subscribed resources: a wider range of resources than Google Scholar, in fact. Check out Search at <http://library-search.une.edu.au>.
Problem: I am having problems using ebooks
Answer: Seek advice from specialist support staff at the Library
Contact the Library Service Desk on 02 6773 2458 to be referred to an ebook specialist or email firstname.lastname@example.org.
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.
Problem: Clients report the display of a 403 or 404 error message after downloading a number of citations to EndNote using the Google Scholar citation tool.
Answer: In most cases deleting the browser cache or clearing .enw files out of the Downloads folder (windows users) resolves the problem. Otherwise, download citations to EndNote by using links on the journal site rather than using the Google citation tool.
This is a problem occasionally reported by EndNote users. The first step is to delete your browser cache. For instructions on how to do this, see http://www.refreshyourcache.com/en/home.
If this does not work, remove any .enw or .ris files from your Download folder. Open the Download folder and sort the files by file type. You can then either delete all the .enw or .ris files or move them to another folder with a few clicks.
Google may be blocking the download to EndNote because it suspects that you are a bot attempting to automatically harvest metadata. This can occur if you download a large number of citations rapidly one after another.
If this is the problem, there is a quick work-around. Download citations from the journal site, rather than using the citation tool in Google Scholar. Simply click on the article title in the list of search results and look for the appropriate link in the article abstract.
Finally, if you have been blocked by Google Scholar because of excessive downloads, wait 24 hours, clear your cache and try again.
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.