Login Assistance

Troubleshooting

Troubleshooting remote access to online databases and indexes.

Difficulties accessing the remote databases generally fall into one of three categories:

  1. There is a problem with the user’s account: the user ID/PIN is incorrect; or the user’s account has been blocked; or the user is not eligible to access the online databases from off campus
  2. There is a problem with the user’s PC or browser
  3. There is a problem with the network, the proxy server, the online database or the database link

User account troubleshooting:

  • If you have overdue library materials, your account may have been blocked, and online access to the databases will also be blocked. When you attempt to login, you will receive an error message that reads something like this:

"Your login FAILED. You are not eligible to use licensed databases because your Library card status is BLOCKED. For details, check YOUR LIBRARY RECORD in your library's system, or ask at your Campus Library Loan Desk."

If your account has been blocked, you can review your account through the My AccountWill open new browser window or tablink in the Library's online catalog to determine the reason for the block.

  • Only BPCC faculty, staff, and current students have permission to access remote databases from off campus. LALINC patrons must use the databases on campus, due to licensing restrictions.

User PC/browser troubleshooting:

  • If you are attempting to access the databases from behind a firewall, you may receive an error message that the page cannot be displayed, or is unavailable, after logging in. Home PC users should try turning off their firewall temporarily. Users attempting to log in from their place of business should contact their IT department for assistance with firewall issues.
  • Make sure cookies are enabled in your browser
  • Clear your browser cache of temporary Internet files
  • Turn off popup blockers
  • Try a different browser liker FirefoxWill open new browser window or tab or ChromeWill open new browser window or tab
  • Avoid using bookmarked links to databases. Log in directly through the Library’s Databases page.

Network/Proxy/Links troubleshooting:

If you are able to log in, but the database you have selected does not display, back out and try another database. This will help us to determine if the problem is a network or proxy server problem, or a problem with the specific link or database. Contact the Library at 318-678-6275 to report problems with accessing a database.