Collections Services: Electronic Resources & Serials Acquisitions

When a patron reports an access problem with an electronic resource, try the following first steps to troubleshoot and resolve the issue:

1. Gather information about the patron

• What is the patron's contact information?
• What is the patron's Duke affiliation? 
  • Do they have a Sponsored Account?
  • Ford, Medical Center, or Law patron?
  • Duke Kunshan University patron?

2. Gather information about the access issue

• Ask the patron to describe their issue in as much detail as possible. If possible, request a screenshot of the entire browser, including the URL bar.
• Is the patron seeing any specific error messages?
• For specific articles or books, does the patron have a citation?

3. Ask common troubleshooting questions

• Are they on-campus or off-campus?
  • Are they using a non-Duke VPN?
  • Are they using the Duke VPN?
  • Are they using a proxied link?
• Which type of computer is the patron using?
• Which browser are they using?
  • Have they tried other browsers? Incognito browsers?
  • Have they cleared their cache/cookies?
  • Are their browsers up to date?
• Are they using a wired connection or Wi-Fi? Which network?
• What is their IP address?

4. Attempt to replicate the issue 

• Based on the information the patron shared, attempt to replicate the issue. 
• If you are on campus and need to test remote access, try:
  • Disconnecting from Duke Wi-Fi
  • Using an incognito browser
  • Asking a remote colleague to test the issue
• If you are working remotely and need to test on-campus access, try:
  • Using Duke's VPN
  • Asking an on-campus colleague to test the issue

5. Resolve the issue or report to AskTech

• If the patron's issue is resolved, then no further action is needed.
• If you cannot resolve the issue and need further assistance, email AskTech (asktech@duke.edu) or submit a question form.