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Shenandoah University

Troubleshooting Access to E-Resources: Common Issues

General Tips

Access to subscription resources is limited to current SU students, faculty, staff, and clinicians. When accessing most of our online resources, off-campus users will be prompted to enter their SU network credentials (SU username and the same password used to log into Hornet Hub and Canvas). Once you are connected, you will be able to use the resource as you would on campus.

Having trouble? Check these common issues:

1. Starting Point

Make sure you're starting from the SU Libraries website. Bookmarks and non-permalinks copied from a browser's address bar can expire.

2. Browser

Try using a different browser. For example, if you are using Safari, try using Chrome.

Or try connecting in a private or incognito window of your usual browser.

  • In Chrome - click on File - then New Incognito Window
  • In Firefox - click on File - then New Private Window
  • In Safari - click on File - then New Private Window

If one of these tips works, you should clear the cache / cookies / history of your usual browser and restart it.

3. Password

You may need to activate your SU account for the first time or reset your SU network password. See SU's IC Helpdesk for more information.

Some users have reported that their password reset became effective only after restarting their computers.

VPNs and Firewalls

If you are connecting to the internet through a VPN, this may prevent you from logging in to access library resources. Try logging in again after disconnecting from the VPN.

If you are able to log in at home but not from your workplace, your employer's internet security measures may be preventing you from logging in to access library resources. Consider contacting your workplace IT department to report the issue and ask for help.

Need help from a real person?

Meghan Davitt, Health Sciences Librarian, (540) 678-4351, mdavitt@su.edu
Kathy Evans, Reference & Archives Librarian, (540) 665-5421, kevans1@su.edu
Aimee Gee, Reference & Online Learning Librarian, (540) 665-4553, agee@su.edu
Andy Kulp, Director, (540) 665-5444, akulp@su.edu