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Troubleshooting Access to Online Resources: Common Issues

The first line of defense in trouble-shooting access to online resources is to clear your web browser cache, cookies, and history.

Description

Trouble Shooting IconIf you're already logged on to your UMaine portal, which authenticates current students, staff, and faculty for access to online library resources such as e-journals, e-books, or databases, but you still cannot access resources, you may need to clear your browser cache. 

There are three common, browser-related issues that routinely cause problems for library users: the browser cache, the history, and cookies. Not sure what these things are? Read the definitions below, or go to
 RefreshYourCache.com to learn how to clear the cache, cookies, and history in the most commonly used web browsers.

What is a browser cache?

Clear browser cacheA browser cache stores data that speeds up retrieval of online information. The cache stores HTML code from previously visited web pages then uses this code to re-render the page upon a return visit. This can sometimes set up a conflict when attempting to access proxy-validated or password-protected online content. Clearing the browser cache eliminates the potential for this conflict.

What are web cookies?

Clearing CookiesA cookie is a small piece of code downloaded to your computer when you access certain websites. Session cookies are created temporarily in your web browser when you access a website with proxy-validated or password-protected content. When you leave the site, the session cookie is typically deleted but on occasion, the session cookie is retained, creating the potential for conflict when attempting to access the site again. Clearing cookies eliminates the potential for this conflict.

What is the browsing history?

Clear browsing historyWeb browsers store a record of websites you have visited. This information includes saved data such as passwords and information entered on web forms. It also includes cached data and web cookies. Clearing the browsing history can eliminate potential for code conflicts when returning to proxy-validated or password-protected resources.

Try a different browser

Clear browsing historyWhen all else fails, attempt to access the desired resource using a different browser. If access is still unavailable, please report the issue using the instructions below.

Still need tech support?

Tech support

To expedite our staff’s ability to help you, please Ask a Librarian and provide the following information:

  • The name of the electronic resource you are attempting to access (database, electronic journal, ebook)
  • The title of the book or article you are attempting to access
  • (optional) the URL or web page from which you're linking, or the permalink from the LibrarySearch catalog record, if relevant
  • Your computing or mobile device
  • Your computer operating system (Windows version; Mac OS version)
  • Your browser (e.g., Firefox, Safari, Edge, Chrome)
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