Skip to Main Content

Library Technology Support: Reporting problems

To keep clients up-to-date concerning developments related to library e-resources, systems, databases and applications.

How to report problems

Before reporting a problem, please ensure that you have access to the minimum system requirements and that the recommended settings are in place on your workstation

Common errors and problems that need to be reported:

  • If you are prompted for a further database User ID and Password over and above your Login
  • If you receive the following error message: ‘BAD GATEWAY’ or 502 Error
  • If you receive an “Authentication failed” type of error message

If your access problems persist after the settings of your computer have been changed and you have eliminated the other factors mentioned above,please send an email to the Library and include the following information:

  • Your Name
  • Student number / staff number
  • Phone Number
  • Whether you are working from your home or work computer
  • If you are working from home, describe what kind of access you have (phone modem, DSL, etc.)
  • Indicate the name(s) of the database(s) or functions on the Library Catalogue that you could not access
  • Include any other details that could be helpful, for example, the wording of the error messages

 Addresses for reporting problems: