Problems with accessing databases and full texts

Some users are currently experiencing issues with accessing Library databases, as well as full text articles and e-books through Primo. Here is some advice on what you can do.

When attempting to access a database, an article or an e-book, you may see error messages stating that the website can't be reached, that the address is mispelled, or something along these lines. The technical root cause is currently being investigated.

Clear cookies, cache and history in your web browser

It is not uncommon for similar problems to be related to some sort of faulty information having been stored in the web browser.

If you are not able to access a database or an article/book that - according to the information displayed in the Library's search service Primo - should be available in full text, try clearing cache, cookies and history in your browser. Instructions are available here.

When clearing the data, you can usually define the time range you want to delete (e.g. last day, last week etc.) It is important that you choose the longest possible time range available.

Then restart your browser and try again. If you are using a Mac, we recommend that you close the browser with Force quit in order to make sure that a complete restart is made.

Additional things to test

  • You may also try using the browser in incognito/private mode.
  • For some Mac users the problem has been resolved by unticking the "Limit IP address tracking" setting.
  • For staff working remotely, a possible workaround is to connect to the University's network through VPN. Instructions are available on Inforum (search for VPN).

If you are still experiencing access issues, you may report the problem from the article or e-book record in Primo. Alternatively, please submit a case through this form.