Occasionally EBSCO does not recognize a valid user. If you encounter the following message at the top of the Discovery screen, the system does not recognize your access credentials:
Do not follow prompt to login to your institution. This will not work. Clear your cache and session history and then close the browser. Open a new browser and try again. If you are off campus, you may need to log into the VPN.
I am seeing Auburn University Library branding on a website, but can’t access the resource.
Solution: When this happens, this may be because the library does not subscribe to the content you are trying to access. See if there is a selection box to click “see subscribed content only.” If there is no way to limit by subscribed content, please go to the library’s web page: https://www.lib.auburn.edu/ and search for your resource using the Discovery search box, Library Catalog, or E-Publication Finder.
Sage Research example:
PC Magazine suggests the following steps: https://www.pcmag.com/how-to/what-to-do-when-a-website-wont-load
1 Check your connection (and Other Sites)
Check the icon in the corner of your screen to see if your computer detects a strong connection. ... Try visiting other sites to see if they work. If some sites work and one doesn't, it probably isn't your internet connection.
2 See if the Problem Is on Your End or Theirs
[C]heck to see if those sites are down for everyone or just you. https://downforeveryoneorjustme.com/ ... For problems with mobile networks, ISPs, or server-based online services, check out https://downdetector.com/
3 Disable Add-Ons and Other Interfering Software
...Sometimes add-ons and other software can interfere with the proper loading of a page—ad blockers being a classic example. If you have one running, turn it off and reload the site to see if that works.
Many issues can be resolved by doing one of the following
Delete history, cookies, and cache
Disable Pop-up Blockers
4 Narrow Down the Problem
To determine whether the problem lies with your browser or your PC as a whole, fire up an alternate browser and try to visit the site ...You can also try visiting the site on another device, like a mobile device (connected to the same Wi-Fi network). If the site loads on your phone but not your computer, you can narrow down the problem to your PC.
Try a different browser
Some resources work differently with different browsers and some errors can be resolved by trying another browser.
To update your browser
Some resources may not support older versions of a browser. Use https://updatemybrowser.org/ to check your browser version.
To use Incognito mode
If you prefer not to clear cookies, try your browser in Incognito/Private mode.
EBSCO Cookie-breaker
Occasionally, you may find that you cannot access an EBSCO resource. You cleared your cache and search history and still cannot reach the material. In this case, the EBSCO cookie may be the culprit. Go here https://search.ebscohost.com/TestAuth.aspx and click on "Remove EBSCOhost Authentication Cookie". This should correct the problem.
The majority of e-resources allow for multiple simultaneous users but there are exceptions. In these cases, you may encounter the following:
You can place a hold on this eBook and will be notified when it is available.
You may encounter the following error screen when searching Discovery
When this occurs, click on "login again".
If you were looking within the Discovery catalog (for books, articles, etc.) select the box entitled EBSCO Discovery Service.
If you were searching the Databases and encounter this error, select EBSCOhost Web.
Use Ask-a-Librarian if you have a basic question for which you need an immediate response. For more in-depth research questions, contact a subject librarian.
Chat Hours: Mon.-Thurs.: 8am-midnight | Fri.: 8am-6pm | Sat.: 9am-5pm | Sun.: 1pm-midnight
Phone: 334-844-1737
Email: ask@auburn.libanswers.com
Answers to Frequently Asked Questions (FAQs)
