Troubleshooting

Having problems using the Online Library? We are here to help.

Logging in and out

You can log in to the Online Library by clicking one of the links on our resources list, or by browsing the catalogue and selecting View Now next to a result.

If you are having problems logging in, please contact IT Support.

If you have experience problems using the Online Library, you can logout here and then try again, or try in a different browser.  If you close your browser you will automatically be prompted to log in again the next time you visit a resource.

Status Reports

You can view the latest information from our major online library providers using the links below to see if there are any current problems affecting their services:

  • EBSCO (ATLA, Academic Search Premier, Art Source, Business Source, Education Source, Humanities Source, PsycArticles, SportDiscus)
  • JSTOR
  • OCLC (for WorldCat)

You can also view our UWTSD Status Report to see if the resource you are trying to access is currently experiencing downtime or technical issues.

Error messages

If you experience any of the following browser errors, you can attempt to fix the issue yourself by clearing the cache and / or cookies from your browser.  

Warning: the instructions below will also clear your other browsing history and may clear saved logins.  Please make sure you have bookmarked any web pages that you need to access again and have a record of all of your passwords before trying this.

Internet Explorer

"This page cannot be displayed"

1. Go to Settings (cog icon at top right)
2. Choose Internet Options
3. In the General tab, under Browsing History, click the Delete... button
4. Check the box next to "Temporary Internet Files" and click the Delete button
5. Restart your browser and then continue back to the Online Library.

Google Chrome

"SSL Connection Error" or 
"This webpage is not available"

  1. Go to the options menu at the ride hand side of the address bar (the three stripes)
  2. Choose Settings
  3. At the bottom of the Settings menu, choose Show advanced settings...
  4. Under Privacy, choose Clear browsing data...
  5. Make sure Cached images and files is ticked.‌
  6. Change the drop down menu at the top to the beginning of time, or back to at least the time in which you last accessed the Online Library successfully.
  7. Click Clear browsing data
  8. Restart your browser and then continue back to the Online Library.


Mozilla Firefox

"The connection to ezproxy.uwtsd.ac.uk was interrupted while the page was loading"

  1. Go to the menu at the ride hand side of the address bar (the three stripes)
  2. Select Options
  3. Go to the Privacy tab, and then under History, click on Clear Your Recent History
  4. Make sure that Site Preferences is ticked.
  5. In the window which appears, for Time Range To Clear, change the drop-down menu to Everything
  6. Click Clear Now
  7. Restart your browser and then continue back to the Online Library.

Safari / Apple Users


Resource errors

If you receive an error message when using any of our online resources, you can report a fault here.

Can't find what you want?

If you need help with searching or finding relevant material using any of our resources, please contact your Subject Librarian.