Why can't I access a resource that the library subscribes to?
I am trying to access a database, ebook, streaming media or other online library resource and it isn't working. What do I do?
Answer
Step 1. Check Your Device
Clear your browser’s search history, cookies, and cache. For your convenience, select the option to retain saved passwords if your browser allows. Restart your browser. If that doesn’t work, try using a different browser. For more guidance, see this infoguide on how to clear your cache.
Step 2. Get Your Item Through a Different Source
Try finding your item through a different database by copying and pasting the title into Mason Search on the library homepage. For more guidance, see this tutorial on how to find full text using Mason Search.
Step 3. Report the Issue
Use Mason Libraries' Virtual Reference Service if it's open when you're doing your research. You will see the chat service window all over the library website, including Mason Libraries’ home page.
Alternatively, you may call or visit any Mason Libraries Service Desk. Select this link for hours and contact information. If it’s after hours, feel free to send an email to info@gmu.libanswers.com.
Step 4. Try It Again the Next Day
Usually, online resource issues are resolved within 24 hours. If time allows, come back the next day to check the status of the database you are trying to access.
Step 5. One Other Recommendation
Once you have identified an online source you want to use for your research, if possible, save a local copy using the organization tool of your choice. You will be able to access it at any time! Mason Libraries recommends Zotero, a free open-source tool designed to collect, organize, annotate, cite, and share research. Learn more about Zotero by watching these videos.
If you have questions or need more help try Ask a Librarian. Use the buttons below to download a printable version of this tutorial.