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Shenandoah University

Troubleshooting Access to E-Resources: Common Issues

General Tips

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 reset your SU network password at this password reset link. See SU's IC Helpdesk for more information.

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

Need help from a real person?

Meghan Davitt, Health Sciences Librarian, (540) 678-4351,
Kathy Evans, Reference & Instruction Librarian, (540) 665-5421,
Aimee Gee, Reference & Online Learning Librarian, (540) 665-4553,
Andy Kulp, Interim Director, Reference and Information Literacy Librarian, (540) 665-5444,