Access problems

The page provides (hopefully) quick solutions to common access problems. If the advice on this page does not resolve your problem, please contact the Library. Call us on 1800 059 735, email  Ask a Librarian or connect using our online chat.

Password issues with Library Search

Problem: My password isn't working with Library Search

Answer: Do you have two UNE accounts?

If you have two separate UNE accounts, please Contact Library IT by emailing Otherwise, please see below.

Browser issues

Problem: My browser doesn't seem to work with one or more databases

Answer: Check your browser settings

Go to UNE's browser test page to check your settings. Tweak your browser settings if any issues are flagged.


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, the NSW Department of Health, or any other high-security installation, your office firewall may interrupt access.

Talk to the IT staff at your workplace or access our electronic resources from your home, an Internet Cafe or Public Library.

If you are connecting to the Web from home using an departmental VPN, turn off your departmental VPN and see if this resolves your problem.

Personal firewalls on your device or home network can also cause problems. Temporarily disable your firewall/virus protection and check again. If this works, you might like to rely on Sophos, which is free to all UNE students and staff.

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

If you have Adobe Reader installed, your copy of the application might have been corrupted. Download a newer copy of Adobe Reader.

If you are having problems with e-books, you might need to install Adobe Digital Editions.

ProQuest Download PDF button

Problem: Clicking on the ProQuest Download PDF button doesn't work

Answer: This is a known bug with the ProQuest interface

If you are using ProQuest, and the Download PDF button is not working, simply click on the Download icon inside the Adobe Acrobat window.

Google Scholar

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: Tell Google Scholar to store your UNE affiliation and run future searches from the Google Scholar home page

If you want to access articles in Google Scholar simply by clicking on their title, you will need to tell Scholar to remember your UNE affiliation. After making these changes, run your search from Google Scholar, and not from the Library home page or MyUNE.

Follow these steps:

  1. Go to <>.
  2. Click on the hamburger menu icon  in the upper left.
  3. Click on Settings.
  4. Click on Library Links.
  5. Type University of New England in the Show library access links box.
  6. Click on the blue Search button.
  7. Click in the check box next to University of New England (AUSTRALIA) - Full-Text @ UNE.
  8. Click in the check box next to UNIVERSITY OF NEW ENGLAND – ProQuest Fulltext.
  9. Click on Save.

Google Scholar will then write a cookie to your device which will use next time you visit.

To access the full-text of journal articles in Google Scholar, click on the article title first. Only if this does not work, use the Full_text_available@UNE link.

In Private Browsing mode, Firefox automatically deletes cookies at the end of each session. You will need to turn off Private Browsing or repeat the steps above each time you visit the Scholar site. Otherwise, you can use another browser such as Chrome.

eBook problems

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 and ask to be referred to an ebook specialist or email


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.

Garbled PDFs

Problem: Clients use satellite-based connections have problems reading clients Adobe Acrobat (PDF) files

Answer: Investigate the use of a virtual private network (VPN)

Clients with satellite-based NBN connections sometimes report issues with the downloading, reading and printing of Adobe Acrobat (PDF) files. PDFs appear as a string of garbled characters:

garbled pdf

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.

403 and 404 EndNote error with Google Scholar

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.

error message

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. Depending on your OS and browser, this might be as simple as pressing the CTRL and F5 key simultaneously (Windows). Do this at least twice. If this does not work, more detailed instructions are available below:

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. Delete the .enw or .ris files or move them to another folder.

Google blocks downloads to EndNote if 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. Journal sites often provide better bibliographic data that the citation tool in Google Scholar.

Finally, if you have been blocked by Google Scholar because of excessive downloads, wait 24 hours, clear your cache and try again.

I have signed-in to Library Search, but loan or request options are still hidden

Problem: I have signed-in to Library Search, but loan or request options are still hidden

Solution: Multiple

If you have just enrolled, this might be because your enrolment has not yet appeared in our back-end system. There may be a delay of up to 48 hours before the system is able to display the loan or request options appropriate to your enrolment status. Please contact the library on 1800 059 735 if you think this might be the case.

Another possibility is a caching problem. If so, the answer is for you clear your browser cache. Depending on your OS and browser, this might be as simple as pressing the CTRL and F5 keys simultaneously (Windows). Do this at least twice. If this does not work, more detailed instructions are available below:

I have signed-in to Library Search, but I see DEFAULT instead of my name or I am prompted to sign-in again

Problem: I have signed-in to Library Search, but I see DEFAULT instead of my name or I am prompted to sign-in again

Solution: Clear your browser cache

To resolve the problem, simply clear your browser cache. Depending on your OS and browser, this might be as simple as pressing the CTRL and F5 keys simultaneously (Windows). Do this at least twice. If this does not work, more detailed instructions are available below:

What if I have an ADSL connection?

If you have an ADSL connection you may be experiencing connection difficulties due to the current COVID-19 pandemic.

Drop-outs and slow connections may be the result of factors such as

  • Distance from the local exchange. ADSL speeds drop off rapidly more than a kilometre or two from the local exchange.
  • Competition from other users. Too many people watching Netflix over the same telephone wires during the COVID-19 lockdown are a recurring problem.
  • Rain. If your local phone lines run through concrete enclosures subject to flooding, bad weather can wreck havoc on your connection.

Even in such cases, you can take steps to make the best use of the bandwidth you have. Ask yourself if your ADSL link is sufficient to support the usage of multiple devices at once (tablets, telephones, gaming consoles, smart TVs and set-top boxes)? What else is happening online? Are other people in your household making use of video streaming services or playing an immersive games that chew up bandwidth. Mobile phone updates, file synchronisation with cloud storage services and file sharing can all impact your connection speed.

If you suspect other competing demands on your bandwidth, test your speed using a site such as Close unnecessary programs and turn off any streaming services to get an accurate reading.

If your ADSL service is slow, try switching off your modem and your computer. Leave them both switched off for a minute or two and then turn them on again.The results are sometimes remarkable.

If your device is connected to your modem using Wi-Fi, move your device closer to the modem and reduce the number of connected devices. Check for interference from microwaves, cordless phones, security cameras and other Bluetooth devices. Connect your device to the modem with an Ethernet cable, if safe or practicable.

Finally, try Google Scholar (see above). Google Scholar often gives good results even over an ADSL connection.

Should I consider mobile broadband?

If your finances permit, mobile broadband might be an option. Depending on your location and local coverage, mobile broadband can be much faster than ADSL or waiting for the NBN. Companies such as Optus and Testra offer reasonably-priced mobile broadband packages. Shop around, and be careful to read the fine print. Talk to neighbours and friends about their reception.

Further assistance

Toll free phone assistance is available from 1800 059 735.