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Accessing Library Online Resources: Having Technical Issues?

Troubleshooting Tips

If a link is not working or not providing full text, consider the following:

  • Try a different browser (Chrome, Firefox, Microsoft Edge), a different device, or use the browser in private/incognito mode.
  • Clear your cache and cookies (incorrect or outdated login information may have been saved).
  • If you are off campus, does the URL contain the proxy prefix? It will appear as https://proxy.lib.nosm.ca/login?url= (or a similar variation). If it does not, try to copy the proxy prefix and paste it to the front of the URL in the address bar of the browser. 
  • Are you having trouble accessing all of the resources? Or just one in particular? If just one, it could be a resource that the library does not subscribe to. The date of the resource may fall out of the subscribed date range.
  • Some resources have limits on the number of users that can access at once. If the concurrent user limit is full, try checking back later. 
  • There may be technical issues on the publisher's end. Known issues will usually be communicated to the library and posted on our social media pages.

Password Error

re-entering username and password

To fix an error when entering your password, ensure you are not typing in the "@nosm.ca" portion into your username. If you have forgotten your username or password, please connect with IT.

Paywall or No Institutional Access

sign in screen

There are several reasons why an electronic resource will ask you to pay for an article or to login for institutional access.

  1. The library does not subscribe to the resource. If this is the case, request an Interlibrary Loan.
  2. The library does subscribe to the resource, but you did not access it though the library's website. When accessing resources directly from the publisher's website, you will likely need to manually add the the library's proxy prefix (https://proxy.lib.nosm.ca/login?url=) to the beginning of the URL in the address bar of your browser to gain access. If you are on campus, use of the proxy prefix is unnecessary since access is granted automatically.

Proxy Error

viewing a page that has not been configured for access

"Oops! It looks like you have attempted to view a page that has not been configured for access." This error occurs when the proxy prefix (https://proxy.lib.nosm.ca/login?url=) has been applied incorrectly. Email askthelibrary@nosm.ca with a screen shot or description of the error for further assistance.

Privacy Error

your connection is not private screen

"Your connection is not private." Though this error might appear alarming, it can usually be fixed by clearing the cache and cookies from your browser. If this still doesn't work, try opening the link in the incognito/private mode of your browser.

Report a Link

Issues with links can be reported to:

  • askthelibrary@nosm.ca
  • Libchat (chat box)
  • Within the Summon search engine. The Report a problem function can be located to the far right of the citation.

report a problem