AU Library Troubleshooting Guide

Are you unable to access the Library's web pages or databases? The majority of problems are solved by clearing your cache, cookies, and history and then restarting your computer. If that doesn't help, check out additional problem solvers below. If nothing works, please fill out the help form so we can get you up and running as fast as possible.

I am having problems with my course and/or textbook ¶ 

If you are having trouble with your online course or with your textbook, you will want to call tech support (800.285.9796) or the bookstore (800.274.9104). For more information, see our QuickAnswer.

I am getting an error message ¶ 

A System Problem Has Occurred ¶ 

If "Hughes Net'' is your Internet Service Provider, all you need to do is to get in touch with HughesNet technical support and have them walk you through disabling "turbopage" or "web acceleration". This feature, which is turned ON by default, can cause certain databases to not load correctly. Disabling this feature has resolved the problem for every student that is a HughesNet customer.

If Hughes Net is not your Internet Service provider, please:

  1. Clear your cache, cookies, and history from your browser.
  2. Disable or lower your popup blocker.
  3. Try a different browser

Too many redirects ¶ 

Usually this happens due to outdated information being located in your internet browser’s cache. Clearing your cache and cookies should solve this issue. However, if Hughes Net is your Internet Service Provider, follow the directions above.

I'm getting a blank screen... nothing loads ¶ 

If the webpage isn't loading or the screen loads as a blank page when you search, please:

  1. Clear your cache, cookies, and history from your browser.
  2. Disable or lower your popup blocker.
  3. Try a different browser

I get a string of random characters and symbols ¶ 

Most people who have reported random characters after running a search have later discovered that their computer has adware or spyware that causes this problem.

Try using the Firefox browser. If you already have Firefox:

  1. First clear your cache and cookies
  2. Exit the browser completely
  3. Start the browser
  4. Try accessing the library website again

If this does not solve the problem for you, We will open a support ticket for you.

I'm having problems with PDFs ¶ 

If your PDF documents won't load, please:

  1. Clear your cache, cookies, and history from your browser.
  2. Disable or lower your popup blocker.
  3. Download and install the latest version of Adobe Reader

I can’t access the Library and several ads keep popping up ¶ 

Pop-ups often indicates you might have some malware issues on your computer. The library databases are particularly sensitive to those types of issues, so if malware is present, the library databases won't respond. Usually it's caused by downloads such as new search toolbars or other things from the Internet. You’ll want to get someone to clear the malware from your computer before you access the library.

Nothing is working. HELP! ¶ 

If you've cleared your cache, cookies, and history from your browser, disabled your popup browser and tried a different browser and you still can't access the library's website or databases, the librarians can open a support ticket for you with our IT department. They will then call you back within one business day and help you fix the issue. If you'd like us to open a ticket, please fill out this form.

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