Electronic Resources Troubleshooting Tips

If you see an error message saying that the proxy service is not set up correctly. This is not a problem you can fix. Email erhelp@uncg.edu right away.

• You may need to delete cookies, cache, and history in your browser.
  • Deleting Firefox Cache and Firefox Browsing, Search and Download History
  • Deleting Browsing Data in Chrome
  • Deleting Internet Explorer Temporary Files
  • Clear history/cookies from Safari on iPhone, iPad, or iPod Touch
  • Clear your browsing history in Safari on Mac
• If you have been accessing the resource off-campus from a search engine, try to find that resource searching the Catalog, or the Databases List. When off-campus, you can only access to library resources through the Libraries’ website.

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.

• For an article or book, use the main Catalog search.
• For a database, use the Databases List.
• For a specific journal, use the Journal A-Z list.

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.

Your password may have expired. You may need to reset your password. Please see this iSpartan password reset information..

• 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, contact 6-TECH online of via phone at 336.256.8324.

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.