Known issues

LAST UPDATED JULY 20th 2021
 
Issue:When trying to access library resources, keep getting CAPTCHA verification message.

Suggestion: Try logging in via the University VPN.

Issue: From CINAHL you can choose to send an export of your search results to your email address. However, when attempting to open the link in the email, the platform returns a '404 error'.

Suggestion: EBSCO have advised that this issue is intermittent and will be fixed in an upcoming update. They suggest attempting the export again.

Issue: Get error 400 message

Suggestion:This is a known issue with Firefox,and the Firefox support site contains some options for fixing.

Issue: Upon trying to access a webpage, get error - It looks like you may have logged in to (sic) many times in your session. Please return to your last successful login and try again. If you continue to have trouble accessing Library resources please contact us to check your access details.

Suggestion: This is usually caused by having multiple browser windows open, causing too many logins. Log out and clear your cookies and cache.

Issue: Broken links when trying to access Informit content. This is a known issue due to the update of the Informit platform.

Suggestion: to search for articles, journals or videos go directly to Informit .

Issue: Unable to login

Suggestion: There are a few different login pages for various La Trobe University services and some require slightly different versions of your username to be entered. Try the following:

  • Does the login page look like the one below? Use your student number / username (e.g. 12345668) or staff username (e.g. JSmith). This is the part of your email before the @latrobe

    Typical grey login screen 

  • Eduroam requires you to use your username followed by @ltu.edu.au. E.g. JBloggs@ltu.edu.au
  • There is a known issue where the login to databases "expires" and will not work despite your login working elsewhere. You will need to reset your password.
Issue: Unable to access (General)

Suggestion: Standards Online (SAI Global) requires you to register individually before you can access it.
Try again at a different time- there is a limit on concurrent users.

Issue: Accessing and using PDFs from Standards Online.

Suggestion: Standards Online have updated how their content can be used and require all distributors to ensure that users are not able to breach their licence requirements - the FileOpen plugin is now needed for Adobe Reader software.

The FileOpen plugin limits usage of Standards Online content to only what is allowed in the licence agreement:

  • Access to open and save the document for one user on one device. If you would like access for more than one user, please select the Multi-User PDF option
  • Ability to print the document twice
  • No ability to cut and paste from the document
  • More information on SAI Global.

     

Issue: Error messages when trying to login.

Suggestion: SciVal requires you to register individually before you can access it.

Issue: Staff having trouble accessing.

Suggestion: Login to the VPN then go to this URL http://www.uptodate.com/online