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Known outages and closures

Common Issues

Linking issues sometimes relate to a person’s browser, device, or settings. Review the information below before reporting the issue.

  • What browser are you using? Chrome is recommended (Brave and internet explorer are not supported).
  • Clear you cache and browser history, log out and log back in.
  • Ensure pop-ups are not blocking access.
  • Check settings for Antivirus/firewall software.
  • Refresh the page (try F5)
  • Use a different browser
  • Restart the device

Refer to the information below to assist with troubleshooting:

Example responses to report include:

  • Resource not found 
  • Gateway/access issues 
  • Page no longer exists 
  • Invalid URL 
  • Destination URL unknown

eBook is not available or cannot download

Check the availability – some eBooks have licence restrictions which prevent multiple users accessing the resource at the same time. If there is no availability try again later and see if the book loads for you.

All copies are being used

Cannot Download - Some eBooks only allow read online access with no availability for print and chapter download. 

Cannot download this book

 

eBook Central - Create Bookmark error

If you see the following dialog box and there is no table of contents available, follow the steps below.

bookmark error

 

  1. Click on "Settings" in the top right of the page 
  2. From the drop down, select "Profile" 
  3. Under "Accessibility Settings", select “Disable Text Only Mode" 
  4. Scroll to the end of the page and check the box for "I agree to ProQuest's Privacy Policy and Terms of Service" 
  5. Save Changes 

eBook seems a different format

Some Ebook Central books may be in the EPUB format, this is presented differently on the screen to the standard PDF format.

If the header and footer on your screen looks like the image below, it’s an EPUB formatted title. Refer to this article which explains the icons and features available.  

EPUB

Other common issues

Can only access the abstract for a resource 

Sometimes access to the PDF is not obvious, it could be an icon or just a link to download. Search all over the page to locate the download pdf option. 

The link is not going directly to the article only the journal 

Depending on the publisher/platform article level linking may not be available and the link may only take you to the journal. Within the journal page copy the title of the resource into the search to see if search results locate the article. 

Cannot see digital copy

Digital copy link

  • Ensure issues outlined above are not blocking access 
  • If you access the resource close the copyright statement to read the content, print and download icons are available  
  • If an Access Rights dialog box appears after troubleshooting, report the issue.
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