Troubleshooting remote access to online databases (indexes & journals)

*Please note that links to databases found outside of the LSUS site may not work properly. Start here to see the databases to which LSUS has access. If you encounter a link to one of these databases outside of the LSUS web site, the authentication will not work properly.

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:

• For all LSUS Faculty, Staff and Students: Your user ID is your LSUS ID (students) or your PID (faculty and staff). Not sure what PIN to use? Click HERE to retrieve your PIN for library services.
  
  • Student ID numbers begin with an alpha character, and are followed by eight digits, for example: A12345678. Students, if your ID card includes a dash and some number (for example, A12345678-0), leave off the dash and the number that follows it.
  
  
  
  • Faculty Personal ID (PID) numbers are four to ten digits, for example: 1234 or 12345. Faculty, if your ID card includes leading zeroes, ignore them and just type in the numbers after the zeroes.
    
    
• 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 Account" link in the Library's online catalog to determine the reason for the block.
  
  
• Only LSUS faculty, staff, and students have permission to access remote databases from off campus. Courtesy and 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 like Firefox
• Make sure you are using the most current browser version
• Avoid using bookmarked links to databases. Log in directly through the Library’s Find Articles page, as bookmarks generated after logging in to the databases may not work

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 System Administrator to report problems with accessing a database when no other solutions have helped.

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The statements found on this page are for informational purposes only.
While every effort is made to ensure that this information is up to date and accurate, for official information please consult a printed University publication.

Last updated 08/21/2009