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Troubleshooting Problems

If you are having trouble accessing or using a service, this section of the website may help.

We won't be able to solve everything online, but by working through the following steps you may be able to quickly resolve the issue.

  1. Is it a known issue with one of the University's services or a problem with an external provider? Our Known Problems page will tell you of any reported issues, if there are any workarounds and, if possible, when the service will be restored. We will also try and advise you in advance of any planned service outage.
  2. Make sure it is not a problem with your userid and/or password.
  3. Make sure you are entitled to use the resource. You may not have permission to use every resource you find listed. In addition, some resources may be restricted to on campus access
  4. Sometimes the settings on your computer may prevent accessing certain resources. We have a page which will help you check that your computer settings are correctly configured.

If after checking the above you are still having problems, please contact us directly.

If you think the problem is related to one of the Library's services (e.g. the Library Catalogue, databases etc.) you can phone us on +44 (0)23 9284 3228 or email

If you think the problem is related to your computer or the network, please contact Information Services on +44 (0)23 9284 7777 or email  (Note: if you are off campus you will need to contact your service provider for help with network problems.)


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