For off-campus access we recommend installing and using the UAF VPN [1]. Instructions on installing and using the UAF VPN are at the OIT Support Site [2].

If you are off-campus and NOT using the VPN, and still are unable to access library databases or articles in them, use the following list as a troubleshooting guide.

1. Make sure your workstation is connected to the web...(more [3])
2. Are you using the correct username/id to access the database?...(more [4])
3. Are you accessing the databases from the correct page?...(more [5])
4. Does your browser have Cookies and Javascript enabled?...(more [6])
5. I have cookies/javascript enabled, but I'm still having problems...(more [7])
6. The "Article Indexes & Collections" page doesn't 'look right'...(more [8])
7. I'm having trouble with a PDF document...(more [9])
8. I'm getting an EZproxy error message...(more [10])
9. I'm still having problems...(more [11])

1. Make sure your workstation is connected to the web. Try accessing another web site. If you can't access another web site then you may be having connectivity problems. Check your phone line, modem, or cable.
2. Are you using your UAF Webmail username/password to access the database? Databases that have lock icon () are accessible by UAF users who have a valid UAF Webmail username/password. You can test your account by logging into Webmail [12].
   If you are a UAF student, staff, or faculty, and can't log into Webmail or don't have a UAF email account [13], contact the UAF Help Desk [14]. If you can log into Webmail and are still having problems, please contact us.
3. Are you accessing the databases from the correct page? Access databases from the Article Indexes & Collections [15] page. Accessing databases via bookmarks may not work. If you're still having problems, contact the reference desk at 907-474-7482 or send email to fyref@uaf.edu. [16]
4. Does your browser have Cookies and Javascript enabled?
   To configure Internet Explorer (IE)*, set IE to accept cookies and enable JAVA.
   • In IE, on the task bar, select Tools => Internet Options.
   • Click the Privacy tab.
   • Use the slider to select the Medium High privacy setting.
   • Click Apply.
   • Click the Advanced tab.
   • Scroll down until you see Java(Sun).
   • Verify the box next to Java(Sun) is checked.
   • Click OK.

   To configure Netscape*, set Netscape to accept cookies and enable JAVA:

   • In Netscape, on the task bar, select Edit => Preferences.
   • On the left pane, expand Privacy & Security and click Cookies.
   • Check Enable Cookies for the originating web site only.
   • On the left pane, click Advanced.
   • On the right pane, verify Enable Java is checked.
   • Click OK.

   *Note: Depending on your version of IE/Netscape, the instructions above may not be 100% accurate.

5. I have cookies/javascript enabled, but I'm still having problems. Try purging the cache and deleting cookies.

   To purge the cache and files in Internet Explorer (IE):

   • In IE, on the task bar, select Tools => Internet Options.
   • On the General tab click Delete Cookies => OK and Delete Files => OK (note, the process may take a minute to complete, be patient).
   • Click OK to close the Internet Options window.

   To purge the cache and files in Netscape:

   • In Netscape, on the task bar, select Edit => Preferences.
   • On the left pane, expand Privacy & Security and click Cookies.
   • Click View Stored Cookies.
   • Click Remove All Cookies.
   • Click OK.
   • On the left pane, expand Advanced and click Cache.
   • On the right pane, click Clear Memory Cache and Clear Disk Cache.
   • Click OK.
6. The "Article Indexes & Collections" page doesn't 'look right'. If the "Article Index & Collections" page is all white and just doesn't 'look right,' you may be using an old web browser. Try updating your web browser.
7. I'm having trouble with a PDF document. Make sure you have a current version of Adobe Acrobat Reader [17].
8. I'm getting an EZproxy error message. If you're getting an error message that contains the words EZproxy, cut and paste the error message into this form [18]. We'll try to get access restored as soon as possible.
9. I'm still having problems. If you are still having problems connecting to a database or accessing articles, contact the reference desk at 907-474-7482 or send email to fyref@uaf.edu [19].