Troubleshooting Tips


  • Who do I call for technology related help?
  • For questions related to accessing a library database, email erhelp@uncg.edu.
  • For assistance with your username and password, call 6-TECH (336-256-8324) or online.


  • I am attempting to access a resource from a link in a LibGuide, Canvas or other source and I can’t get to the resource.
  • If you can’t get to a resource, it could be that the link you have selected or have been sent is not formatted properly (especially if you are off-campus). Try and access that resource directly through the library website.
  • If you find the needed resource via one of the above links and it is still not working (or you cannot find the needed resource), contact erhelp@uncg.edu.

  • I'm having trouble with my UNCG username and/or password.
  • Your password may have expired. You may need to reset your password. UNCG iSpartan passwords can be changed here.
  • When typing your password:
    • Make sure that Caps Lock is NOT ON.
    • If you are using the keypad on your keyboard, make sure NumLock IS ON.
    • Your username and password are the same ones you use to access your UNCG email and Canvas.
  • For further assistance with username and password issues, call 6-TECH (336-256-8324).

  • Could I be having issues because of my firewall?
  • A firewall at work or home may interfere with the proxy server that the Libraries uses to provide access to off-campus users.
    • From WORK: If you are attempting to access UNCG resources from work, contact the network administrator at your company to help you with this issue.
    • From HOME: If you are trying to gain access from home, then you will need to modify your firewall settings. Consult the manual for the software you are using.