Answered By: (Online Librarian or covering Librarian) Online Programmes
Last Updated: Oct 18, 2019     Views: 1754

To request changes please contact the Librarian for Online Programmes (PC 18/10/19).
 

Quick Solutions for technical problems

  1. Make sure you log into the Library before accessing resources.
  2. Make sure your Web browser is upgraded to the latest version (see below).
  3. Make sure you have the latest version of Adobe Acrobat Reader (see below).
  4. Reset your Web browser to default settings (see below).
  5. Restart your computer then try accessing resources again.

Problems Logging into Library resources

If you are having problems with your University login, you can try setting a new password https://register.liv.ac.uk/password/ or contact the IT Helpdesk http://liv.ac.uk/csd

Note for Online Programmes

Online students should always log into the Library Web site for Online Programmes at http://libguides.liv.ac.uk/onlineprogrammes  If you do not log in when you visit the Library Web site you will be asked to log in when you try to access individual platforms/ collections/ E-Resources.

General technical guidelines when accessing the Library

  1. For login difficulties (e.g. forgotten password) you can obtain help at any time - including all closed/vacation times using our 24/7 IT Service Desk. If you have problems accessing the Library for Online Programmes or E-Resources (E-Books, E-Journal articles etc.) and this remains an ongoing problem, you are recommended to contact the Librarian for Online Programmes as soon as possible to seek advice and support.
  2. Computer Updates - 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.
  3. Web browsers - 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).
  4. 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.
  5. PDF issues - You should also have the latest version of Adobe Acrobat Reader http://get.adobe.com/uk/reader/ 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.
  6. Restart the PC and see if this has resolved your problem.
  7. Unavailable E-Resources - Use tools provided by the Library to visit a specific required article, E-Book etc. try a search for the work title using our multi-DISCOVER platform, articles can also be located using global journal/citation platforms such as SCOPUS and Web of Science, or tools such as 'Go to an article'. Note - Online students can see these tools on the homepage and E-Resources/journals pages within the Library for Online Programmes. Also see our guideline on unavailable resources

Connectivity/ Access Difficulties

Particularly for some world regions (N/E Africa, SE Asia/ mainland China, Russian Federation, Zimbabwe, Mid East)

If you experience connection difficulties - particularly if you are located in regions such as N/E Africa, SE Asia/ mainland China, Russian Federation, Zimbabwe, Mid East, UAE (United Arab Emirates) -  and notice unusual behaviour such as server error messages, blank screen etc. when logging into E-Resources, then you may experience difficulties accessing Library Web pages or E-Resources (databases/ collections licensed by the Library). 

You may need to access the Library using a virtual private network (VPN) service. Note - you should ensure you comply with VPN regulations in your region. 

Some VPN options include -

For any ongoing Library connectivity issues you are recommended to contact the Librarian for Online Programmes as soon as possible to seek advice and support.

Secure Web site warnings (shown in Web browser or 3rd party Firewall, Virus scanner, Malware scanner)

Following changes in browsers such as Chrome, Firefox and some software such as Virus Scanners, requiring all Web content to have SSL certificate, some students have reported SSL Certificate issues when visiting some databases and Web content.

If this occurs, you may see a warning in the top-left corner of the browser, on the address bar next to the URL, e.g.

SSL certificates verify the provider and allows for encrypted and secure data to be transmitted.

In the event you visit a non-SSL resource or external Web site you may be able to browse normally, however, if you have installed 3rd party applications such as a Firewall, Virus Scanner or Malware Scanner, these applications may halt your browsing to the non-SSL resource or Web site.

If you cannot proceed to a resource or Web site due to your 3rd party Firewall, Virus Scanner or similar application, you are advised to consult the IT Service Desk in the first instance for advice if it is safe to access the specific URL/address you are visiting, email servicedesk@liv.ac.uk or use the 24/7 IT support line +44(0)151 79 44567 or see further options at http://liverpool.ac.uk/csd (you should provide the exact URL of the resource/Web site you are visiting when asking IT Service Desk for advice on an individual Web site/resource).

I can’t log into 'Athens' on a particular collection/ system on the Internet...

The University library does not use the Athens system for logging into subscribed resources/ Web sites. You should log into the Library Web site and use the search tools and links to access resources/ collections.

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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