Q. What do I do if I'm having problems accessing library resources? How do I access the library’s databases from off-campus?

Answered By: Susan Adland
Last Updated: Feb 13, 2019     Views: 1031

If you have an access issue, first make sure you are accessing the resource through a link on the library's website or catalog. Do not go directly to the website of the database or journal - you must go through AU Library so that the resource provider recognizes you as a subscriber.

Next, try accessing the resource using another browser, or else clear your browser's cache and cookies. See this FAQ for instructions: https://answers.library.american.edu/faq/174421

Current students, faculty and full time staff have access almost all of our databases while off campus, in any part of the world, as long as there is Internet access.

When off campus, you may be prompted to log in with your AU credentials. Follow the pattern provided in the login prompt, e.g., students should often leave out the "student" in their email addresses and input abXXXXa@american.edu, instead.

You may like to try AU's Virtual Private Network (VPN). Install the client software, Pulse Secure, by logging in to the portal at https://myau.american.edu/, then clicking on Technology > Download Software. Instructions for installing and configuring the VPN Client can be found on OIT's site: http://www.american.edu/oit/network/VPN.cfm
When using the VPN, the number of times you will be prompted to log in will be minimized.

If this does not resolve the issue, fill out the Report a Problem form and we’ll get back to you as soon as possible: http://www.american.edu/library/forms/technical_problem.cfm. Please include as many details as possible (i.e. full citation, how you are accessing the resource, link to the catalog record, whether you were prompted to log in, the text of any error message, screenshots, etc.) to help us troubleshoot the problem.