Answered By: (Online Librarian or covering Librarian) Online Programmes
Last Updated: Nov 15, 2016     Views: 775

Please try the following solutions if you are having technical problems:

  1. Make sure your PC is updated to the latest version, e.g. Windows, Macintosh, Ubuntu, visit the Web site of your operating system and follow the instructions to update, or alternatively activate updates from within the operating system.
  2. To access Library resources you should have the most recent version of your Web browser, we recommend the latest version of Internet Explorer (for Windows), Safari (for Mac) or Firefox or Google Chrome (any platform).
  3. You can also reset your Web Browser to factory default settings to overcome configuration problems:
    • If you are using Internet Explorer:
      • Run Internet Explorer, then select from the pull-down options at the top of the screen: Tools > Internet Options > Advanced > Reset (button at bottom of dialogue box).
    • To reset other Web browsers, see instructions for SafariFirefox or Chrome.
  4. If you are having problems using PDF documents you can remove your PDF reader from your PC, then download and install the latest version of Adobe Acrobat Reader.
  5. Restart the PC and see if this has resolved your problem.
  6. If you are located in regions such as N/E Africa, SE Asia/ mainland China, Russian Federation, Zimbabwe, Mid East and notice unusual behaviour such as server error messages, blank screen etc. when logging into e-resources, then you may need to use one of our VPN options to access our network - see below.

For further suggestions on solving technical problems see this technical problems guide (also Video/ PowerPoint versions).

Using VPN Options to Access Library/ E-Resources

If the above solutions do not solve your technical problem you can also log into the Library using VPN options described below, these tools provide virtual access as if you were on-campus. 

A blank screen, system error message when logging in or other unusual behaviour can indicate there is a network infrastructure/ access issue, either with your ISP or other connection.You may need to use one of the following options:

(1). You could try using the Opera Web browser often allowing access where there is some kind of network obstruction. You must ensure you check the "Offroad/Turbo" mode to use Opera in this way, there is a short guide on how to do this.

(2). You could try one of our VPN clients, this entails installing the VPN then logging into the VPN with your UoL/MWS login, then running your browser as normal, you should be recognised as if you were using an on-campus PC in Liverpool.

(3). You could run our “Web based applications” (Web apps) then run a browser such as Explorer or Firefox from within web apps, the browser will be running on a UoL server and may overcome these kind of issues.
You should log into Web Based applications using your University of Liverpool login and follow on-screen prompts and accept all plug-ins. Click on either the icon for Internet Explorer or Firefox. 

It may be useful to try the Opera Web browser (using "Turbo/ Offroad mode") as outlined above before trying our VPN clients.

Please notify your librarian if you have ongoing problems accessing the Library's e-resources. Also see our guide on accessing the Library via a virtual desktop

IT Support for Technical Problems

You can also call our 24/7 IT support line to troubleshoot your technical problem: +44 (0)151 794 4567.

Support for online students: 

We provide a dedicated E-Learning Librarian to assist you in using Library resources. If you have any problems using the Library or technical problems, please see the Contacts area of the Library for Online Programmes. Also see our guides, videos, tutorials and Library Training Module available via the Library for Online Programmes.

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